How to forward calls in AMS+

Overview

Stepping away from your computer for a bit or just wanting calls to forward to your device? This article will teach you how to forward calls from AMS+ to a cell phone or other external phone system.

Note: Call forwarding is only available if your AMS+ subscription package includes VoIP. In addition, each user that wants to have the ability to forward calls will need their own phone number in our VoIP platform. You can purchase numbers in AMS+ or port your own. Refer to this article for a quick start guide.

IN THIS ARTICLE

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How to turn on call forwarding

To use call forwarding in AMS+, a phone number in our VoIP platform must be assigned to a single user in Phone Dialer & Call Queues settings. Only that user will be able to enable call forwarding.

To set up call forwarding, an admin at your agency with the Sales Enablement 'Visible' and 'Manage Users' Security Group permissions must:

Go to My Agency Settings > Phone Dialer & Call Queues.

Select the Phone Numbers tab and edit the phone number you want to enable call forwarding for.

In the Direct Calls To User or Group field, make sure only one user is assigned.

Note: Call forwarding is only available when the number is assigned to a single user.

In the (Optional) If a call is not answered... field, enter the phone number where you want calls forwarded when the assigned user has set their dialer to call forwarding mode.

Save.

Once these steps are complete, the assigned user will see the "Start Call Forwarding" option in the “Phone” icon dropdown menu. Other users will not have access to this option.

To turn call forwarding on, the user assigned to the phone number must:

Select the “Phone” icon in the AMS+ header and choose 'Start Call Forwarding' in the dropdown menu.

After starting call forwarding, the “Phone” icon will change to a “Call Forwarding” icon and inbound calls will automatically go to the assigned forwarding number.

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How to turn off call forwarding

To stop forwarding calls, go back to the “Call Forwarding” icon and choose “Stop Call Forwarding” in the dropdown menu.

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After-hours call forwarding

Any user who has been assigned their own phone number in our VoIP platform can activate call forwarding. However, a user’s call forwarding settings can be overridden by an after-hours schedule.

Note: An after-hours schedule will always take precedence over a user’s call forwarding.

An after-hours schedule is implemented at the agency level. It redirects all inbound calls to phone numbers in our VoIP platform within a specific time frame to a designated forwarding number.

Example: If the agency's operating hours are from 8:00 a.m. to 6:00 p.m., they could create an after-hours schedule to handle calls beyond this timeframe. The schedule could be configured to automatically redirect all inbound calls between 6:00 p.m. to 8:00 a.m. to a specified forwarding number, overriding any user-level call forwarding settings.

User-level call forwarding is convenient for brief absences from your computer, knowing you'll return promptly.

After-hours schedules work best for agencies with virtual answering services or marketing call centers, which are capable of managing calls beyond standard business hours.

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Common questions

Why would I need more than one phone number?
If you're a business that wants everyone to receive calls, you only need one phone number. If you want to use call forwarding, everyone will need their own number.