Unassigned call recordings in AMS+

Note for Enhanced Records accounts: This article references Sales Record functionality and the Sales Enablement Visible permission. These do not apply to your account. You can check your account's subscription package on the Subscription page.

This article explains how to view and save unassigned call recordings to Sales Records, Agent Records, or Individual Records in AMS+.

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

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 records based on these criteria:

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

If an exact match is found:

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

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 (it’s the same for Agent Records):
  
• Call Recordings tab for Sales Records:
  

Call recording retention

• Call recordings are not automatically deleted.
• Assigned call recordings can’t be deleted.
• Unassigned recordings can be deleted manually from the Recordings page.