How to start outbound calls using call queues in AMS+

Note for accounts using Sales Records: This article includes a Legacy components section with additional information that applies to your account.

This article explains how to use call queues in AMS+ to call Individual Records in the right order. Call queues help you stay organized and work efficiently through follow-up lists.

For more on using VoIP features in AMS+, including training and related resources, see this feature overview.

Requirements

• Your agency's AMS+ account must be subscribed to the Elevate package.
• Your agency's AMS+ account must have at least one VoIP phone number. Learn more.
• Your agency's AMS+ account must have at least one call queue and you must be added as a user or it must be available to all users. Learn more.
• You must be logged into AMS+ as an Agency User or Agent CRM User.
• You need at least one Individual Record in a call queue with a valid phone number in the Home Phone field. Learn more.
• Browser requirement: Click-to-call, call queues, and manual call making only work in Google Chrome, Mozilla Firefox, and Microsoft Edge. We recommend using Google Chrome.

Call records in a queue

Select the Phone icon in the AMS+ header and choose Call Queues.

Select the Launch DialQ Dialer button.

The Phone Dialer will open and automatically begin calling records in the queue.

You can skip a record or exit the Dialer at any time. Exiting the Dialer ends the call process.

Legacy components

The following content applies only to accounts still using Sales Records. If you're unsure whether this applies to you, check your subscription package on the Subscription page. Accounts on Enhanced Records will show a package type that includes "+ Enhanced Records" (e.g., Accelerate + Enhanced Records). If your package does not include "+ Enhanced Records," this section applies to you.

Legacy components in this section:

• Sales Records in call queues — accounts using Sales Records
• Sales Enablement Visible permission — accounts using Sales Records

Sales Records in call queues

Sales Records in a call queue must have a valid phone number in the Phone field to be called through the queue.

Sales Enablement Visible permission

To use Phone Dialer features, you must be assigned to a Security Group with the Sales Enablement Visible permission.