Call Reporting in AMS+

This article outlines how to run call recordings and call log reports in AMS+ to track calling activity and access recording files.

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.

Call Recordings Report

The Call Recordings report generates a list of all inbound and outbound call recordings for a specific phone number.

Go to the Reports page.

In the Tasks & Communication section, select and open the Call Recordings report.

Enter a phone number and run the report.

The report displays:

• Call date and time
• From number
• To number
• Recording file
• Owner (associated Agent Record, Individual Record, or Sales Record, if available)

You can also:

• Listen to recordings
• Download recordings
• Adjust playback speed directly within the report

Call Logs Report

The Call Logs report shows all incoming and outgoing calls across AMS+.

Go to the Reports page.

In the Tasks & Communication section, select and open the Call Logs report.

(Recommended) Specify the Call Direction: inbound or outbound.

(Optional) Select an Agent (only visible to users assigned to a Security Group with the Manage Users permission).

Please note, this filter is only available if you belong to a Security Group with the 'Manage Users' Administrative permission.

(Optional) Enter a Call Date.

(Optional) Enter a Phone Number.

(Optional) Select an Inbound Phone Number (a VoIP phone number in your AMS+ account).

(Optional) Select an Outcome.

Outcomes include Completed, Voicemail, and Missed. For more details, refer to the Call outcomes section of this article.

Choose one of the following to generate results:

• Summary Report: Displays the total number of calls, individual call durations, average call duration, and total time used, helping you track minute usage.
• Detailed Report: Includes links to associated Sales Records for quick access to notes and recordings.
• Download Results: Exports the same data as the Detailed Report in Excel format.

Call outcomes

• Completed - Call was answered by an agent.
• Voicemail - Caller left a voice message.
• Missed - Nobody answered, and no voicemail was set up.
• No-Answer - There was no answer or the call was rejected.
• Busy - The caller received a busy signal. Should be rare and probably would only happen if calls are forwarded.
• Forwarded - Call was forwarded or transferred to another number.