Call recordings in AMS+

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

This article explains how call recordings are saved in AMS+ and how to manage unassigned call recordings. It covers recordings created automatically when calls are made or received through the AMS+ Phone Dialer.

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.
• To access the Recordings tab:
  • You must be logged into AMS+ as an Agency User or Agent CRM User.
  • You must have user account Sales permissions for User Can View Communication History (Account Wide Voicemails, SMS, Recorded Calls) and User Can View Unassigned Recordings. Learn more.
• To save unassigned call recordings from the Recordings tab to Individual Records:
  • You must be assigned to a Security Group with the Individual Visible permission.
    • If you're an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.
• To save unassigned call recordings from the Recordings tab to Agent Records:
  • You must be assigned to a Security Group with the Agent Visible and Edit permissions.
    • In addition, you may need access to Agent Records assigned to your Accessible Agent.
• To delete unassigned call recordings from the Recordings tab:
  • You must meet all the requirements in the To access the Recordings tab list above.
• To view call recordings associated with an Individual Record on the Call Recordings tab:
  • You must be assigned to a Security Group with the Individual Visible permission.
    • If you're an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.
• To view call recordings associated with an Agent Record on the Call Recordings tab:
  • You must be assigned to a Security Group with the Agent Visible permission.
    • In addition, you may need access to Agent Records assigned to your Accessible Agent.

In this article

• How AMS+ automatically saves call recordings
• View and manually save unassigned call recordings
• Delete unassigned call recordings
• Legacy components

How AMS+ automatically saves call recordings

Whenever a call is made or received through AMS+, the system checks the caller's number and attempts to match it to Individual Records and Agent Records based on these criteria:

• Business Phone
• Home Phone
• Cell Phone

If an exact match is found:

• One match: The recording is automatically assigned to that record.
• Multiple matches: The recording is automatically assigned to all matching records.
• No matches: The system checks again each night for new records that may match. If a match is found later, the recording is assigned automatically.

Call recording retention

• Call recordings are not automatically deleted.
• Assigned call recordings can't be deleted.
• Unassigned recordings can be deleted manually from the Communication History > Recordings tab. Learn how.

View and manually save unassigned call recordings

Select the Phone icon in the AMS+ header and choose Unassigned Calls from the dropdown.

In the Unassigned Call Recordings list, select the Assign Recording dropdown for the call you want to assign.

Choose the appropriate record from the matches shown (if available).

Once saved, the recording will appear under the record's Call Recordings tab.

Call Recordings tab for Individual Records (same for Agent Records):

Delete unassigned call recordings

Unassigned call recordings can be deleted individually or in bulk from the Communication History > Recordings tab. Assigned recordings can’t be deleted.

Delete one recording

Select the Phone icon in the AMS+ header and choose Unassigned Calls from the dropdown.

On the Communication History page, select the Recordings tab.

Find the recording you want to delete and select the Delete button.

Confirm the deletion when prompted.

Bulk delete recordings

Select the Phone icon in the AMS+ header and choose Unassigned Calls from the dropdown.

On the Communication History page, select the Recordings tab.

Select the checkbox next to each recording you want to delete, or select Select All to select all recordings on the page.

Select the Delete button that appears when one or more recordings are selected.

Confirm the deletion when prompted.

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:

• Automatic matching for Sales Records — accounts using Sales Records
• Call Recordings tab for Sales Records — accounts using Sales Records
• Saving recordings to Sales Records — accounts using Sales Records
• Viewing recordings on a Sales Record — accounts using Sales Records
• Sales Enablement Visible permission — accounts using Sales Records

Automatic matching for Sales Records

When matching call recordings to Sales Records, AMS+ checks the following phone fields: Phone, Cell Phone.

Call Recordings tab for Sales Records

Once a recording is saved to a Sales Record, it will appear under the record's Call Recordings tab.

Saving recordings to Sales Records

To save unassigned call recordings from the Recordings tab to Sales Records, you must also have user account Sales permissions to View and Edit Sales Records. Learn more.

Viewing recordings on a Sales Record

To view call recordings associated with a Sales Record on the Call Recordings tab, you must be logged into AMS+ as an Agency User or Agent CRM User, and you must also have user account Sales permissions to View Sales Records. Learn more.

Sales Enablement Visible permission

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