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 (admin only):
  • You must be assigned to a Security Group with the Manage Users permission.

Set up caller ID for all users (admin only)

Users with setup permissions can configure caller ID numbers at the agency level. These numbers become available to all users.

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) Assign caller ID numbers to area codes.

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

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) Assign caller ID numbers to area codes.

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

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.

To set this up:

In the Use For 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.