This article explains how to create and delete voice recordings for use in the Phone Dialer. Recordings can be used for voicemail greetings, voicemail drops, welcome messages, and more.
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.
- You must be logged into AMS+ as an Agency User.
- You must be assigned to a Security Group with the Sales Enablement Visible and Manage Users permissions.
Recording types you can create
Use recordings to streamline communication and improve caller experience:
- Voicemail Greeting - Played when no one answers.
- Voicemail Drop - Pre-recorded message agents can drop into voicemail inboxes.
- Welcome Message - Played before the call connects.
- Playable Recording - Used during a live call (e.g., for disclaimers).
- IVR Menu - Directs callers using automated routing options.
Admin-created recordings
Admins can create and manage recordings centrally from My Agency Settings.
- Go to My Agency Settings.
- Find and open the Phone Dialer & Call Queues setting.
- Navigate to the Greetings & Recordings tab.
- Choose one of three recording methods:
- Call to record - Call your agency’s unique number and enter your code.
- Upload MP3 file - Upload an MP3 file recorded externally.
- Text-to-speech (TTS) - Type a message to convert to an audio file. Please note that TTS uses a computerized voice and may sound like a robocall. Also, TTS recordings can’t be played during a call.
- Edit the recording.
- In the Name field, give the recording a clear name.
- Review the Greeting Type and MP3 File fields and make sure that the setup is correct.
- Select the Save Information button.
New recordings will appear under My Agency Settings > Phone Dialer & Call Queues > Greetings & Recordings with the name format:
- Recorded Message on YYYY-MM-DD
Deleting a recording
When a recording is deleted, it will automatically be removed from all associated phone numbers, ring groups, and IVR menus. Before deleting a recording, check to make sure it's not currently in use. If it is, we strongly recommend switching it out for another recording to avoid service interruptions.
To delete a recording:
- Go to My Agency Settings > Phone Dialer & Call Queues > Greetings & Recordings.
- Select the Delete button next to the recording you want to remove.
- When prompted, confirm the deletion.
What's next
After creating a recording, you can assign it as:
- A welcome or voicemail message on a VoIP phone number
- A voicemail message for a ring group
- A welcome message for an IVR menu