How to make a three-way calls using the Phone Dialer in AMS+ – Knowledge Base | AMS+

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

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.

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.

Screenshot showing how to launch the Phone Dialer

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 Individual Records and Agent Records.

Dialer:
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.

amsplus-voip_phone-dialer-interface_place-call-on-hold.png

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.

Screenshot highlighting the Dial Number button and the Phone Book menu in the Phone Dialer interface

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

Screenshot highlighting the Merge button in the Phone Dialer interface

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 or Individual Record, the recording will be stored on the record's Recordings tab.

Agent or Individual Record > Messages > Call Recordings

Screenshot showing the Call Recordings tab on a record

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.

Screenshots showing how to navigate to unassigned call recordings

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:

Initiating calls from a Sales Record — accounts using Sales Records
Sales Record call recordings — accounts using Sales Records
Sales Enablement Visible permission — accounts using Sales Records

Initiating calls from a Sales Record

For accounts still using Sales Records, you can also initiate three-way calls from a Sales Record using click-to-call.

Screenshot showing how to click to call from a Sales Record

Sales Record call recordings

For accounts still using Sales Records, if the call was initiated from a Sales Record, the recording will be stored at:

Sales Record > Call Recordings

Sales Enablement Visible permission

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

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