How to set up caller ID for outbound calls using VoIP 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 set up caller ID in AMS+ so you can control which phone number displays when making calls from the Phone Dialer. You can set a default caller ID and assign different caller IDs by area code to create a consistent and professional calling experience.

For more on VoIP setup, 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.
• You must be logged into AMS+ as an Agency User or Agent CRM User.
• To set up caller ID for all users (Administrator):
  • You must be assigned to a Security Group with the Manage Users permission.

In this article

• Set up caller ID for all users (Administrator)
• Set up caller ID for yourself (Any user)
• Assign caller ID by area code
• Legacy components

Set up caller ID for all users (Administrator)

Users with setup permissions can add caller ID numbers at the agency level and choose which number is the Active Caller ID for the account. The Active Caller ID is available to all users as their default. Any other agency number is available to individual users only if you make it public.

Go to My Agency Settings.

Find and open the Phone Dialer & Call Queues setting.

Navigate to the Caller ID tab.

Enter a phone number in the Add Caller ID section.

Select the Verify Phone Number link.

AMS+ will call you and prompt you to enter a 6-digit code to complete verification.

(Optional) Select Set As Caller ID in the Actions column next to a verified number.

This makes the number the Active Caller ID for your agency. All users see it as Account Default in their own Caller IDs list.

(Optional) Make the number available to all users.

In the Others can use this? column, select Make Public next to the number. The column changes to Available to all users, and users can select the number from their own Caller IDs list.

Numbers you add show Not available to users until you make them public. The Active Caller ID doesn't have this option because it's already available to all users.

(Optional) Assign caller ID numbers to area codes.

For any area codes not assigned, the Active Caller ID will be used as the default.

To stop sharing a number, select Make Private in the same column. Any users currently using that number are switched back to the Active Caller ID.

Set up caller ID for yourself (Any user)

Users can add their own caller ID numbers in My Account. These numbers are only available to that user.

Note: If you use your cell phone as caller ID, callbacks will go to your cell directly and will not be recorded in AMS+.

Go to My Account.

Navigate to the Phone > Caller ID tab.

Enter a phone number in the Add Caller ID section.

Select the Verify Phone Number button.

(Optional) Select Set As Caller ID in the Actions column next to the number you want to use.

The number you're using shows Active Caller ID Number in the Actions column. Numbers you haven't selected are used only for the area codes you assign.

(Optional) Assign caller ID numbers to area codes.

For any area codes not assigned, the Active Caller ID will be used as the default.

Which caller IDs appear in your list

The Caller IDs list on your Phone > Caller ID tab doesn't show every phone number on your agency's account. It shows:

• Account Default: The Active Caller ID your administrator set for the agency. It's always the first row.
• Numbers you added: Phone numbers you added and verified yourself.
• Numbers your administrator made public: Agency phone numbers your administrator made available to all users.

If your agency has multiple phone numbers and you don't see all of them, the missing numbers haven't been made available to users. Ask your administrator to make them public.

Assign caller ID by area code

You can assign different caller ID numbers to automatically display when calling specific area codes. This can help improve pickup rates by displaying a local number to the person you're calling.

Administrators can assign area codes to agency numbers in My Agency Settings. Any user can assign area codes to the numbers they added themselves in My Account. Users can see the area codes assigned to agency numbers, but can't change them.

To set this up:

In the area codes column of the Caller ID list, select the Update link in the same row as the number you want to assign to different area codes.

Enter area codes.

You can enter multiple area codes by separating them with commas.

Select the Save Information button.

In this example, we've added a California number for California area codes. For any other area codes, the Active Caller ID (default number) will be used.

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 Enablement Visible permission — accounts using Sales Records

Sales Enablement Visible permission

To access Phone Dialer & Call Queues settings and My Account > Phone > Caller ID, you must be assigned to a Security Group with the Sales Enablement Visible permission.