How to assign call recordings to records in AMS+ (Scale Only)

Overview

Every inbound and outbound call managed through AMS+ is recorded and stored within the system. The system automatically tries to match and assign recordings to existing Sales Records, Agent Records, or Individual Records based on phone numbers. If no match is found, or if multiple records share the same phone number, you can manually select a record to assign the call.

IN THIS ARTICLE

How to assign a call recording

If we can’t find a record to assign a call recording to, or if multiple records share the same phone number, it will be placed in the Unassigned Call Recordings list.

Select the Phone icon to display a dropdown menu. In the menu, select the ‘Unassigned Calls’ option to view a list of unassigned call recordings. In this list, you can assign call recordings to records you have access to.

When assigning a recording, we compare the phone numbers on Sales Records and Agent/Individual Records in your account with the “From” or “To” numbers on the call recording. If there is a match, the corresponding record will appear in the “Assign Recording” dropdown list.

Matching criteria:

• Sales Records
  • Phone
  • Cell Phone
    
• Individual Records and Agent Records
  • Business Phone
  • Home Phone
  • Cell Phone
  • Fax
    

You can view and listen to assigned call recordings on Agent Records, Individual Records, and Sales Records. For Agents and Individuals, go to the Messages tab and then select "Call Recordings." For Sales, go straight to the Call Recordings tab.

Here’s the Call Recordings tab on an Individual Record. It’s the same on Agent Records.

Here's the Call Recordings tab on a Sales Record.

Common questions

Is there currently any way to export this information and upload it into a different AB account?
Our Support Team can help you export call recordings. Please contact them for assistance.

If we call out to their number from a profile, shouldn't it save to their profile?
Yes, if it is only an Individual Record. If the number is on two of the following, the recording will be placed in the Unassigned Recordings section.

• Sales Record
• Individual Record
• Agent Record

If we get a voicemail message, will we receive an email with a copy of the message?
Yes if you go to Settings > Sales > Phone Numbers > Edit Phone Number > Voicemail Notification Email and add your email address(es). Otherwise you will not receive an email copy of voicemail recordings (.mp3).