How to make a three-way calls using the Phone Dialer in AMS+

The AMS+ Phone Dialer supports three-way calls, allowing you to connect with two or more individuals simultaneously. This feature is particularly useful for facilitating group discussions, meetings, and swift decision-making. Learn how to initiate three-way calls in this article.

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.
• You must be logged into AMS+ as an Agency User or Agent CRM User.
• You must be assigned to a Security Group with the Sales Enablement Visible permission.

Start a three-way call

Select the Phone icon in the AMS+ header and choose Launch Dialer.

The page will refresh and display the Phone Dialer interface at the top of your screen.M.

In the Phone Dialer interface, select Dial Number and enter the number you wish to call or select it from your phone book. You can also initiate calls from Sales Records, Individual Records, and Agent Records.

• Dialer:
  
• Sales Record:
  
• Agent or Individual Record:
  

After the other person answers your call, select the Hold button in the interface.

Note: Do not put the call on hold before they answer, as this will prevent the Dialer interface from updating correctly in Step 4.

While the call is on hold, either select another number from the Phone Book or manually enter it in the keypad.

Note: Do not click to dial a phone number on another record or you will end the first call. You can, however, copy the other record's phone number and paste it into the Dialer keypad.

Once added, select the Merge button and all parties will be merged into the same call.

When finished, select the End Call button to hang up.

Recording three-way calls

All parts of a three-way call are recorded. If the call was initiated from an Agent, Individual, or Sales Record, the recording will be stored on the record’s Recordings tab.

• Sales Record > Call Recordings
• Agent or Individual Record > Messages > Call Recordings

If the call was made through the Dialer keypad or Phone Book or it was an inbound call initiated by an unknown number, the recording will be available on the Unassigned Recordings page.