This article explains how AMS+ tracks missed calls and how you can view, filter, and report on them.
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.
- You must have user account Sales permissions to View Messages Tab (Account Wide Voicemails, SMS, Recorded Calls) and User Can View Missed Calls. Learn more.
What is a missed call
A missed call is any inbound call to an AMS+ VoIP phone number that is not answered while you're logged into AMS+ and have the Phone Dialer interface open. This includes forwarded inbound calls.
Note: If you were not logged in or didn’t have the Phone Dialer open, the call will not be logged as missed for you.
Where to find missed calls
-
Missed Calls page: Select the Phone icon in the AMS+ header, then select Missed Calls.
- Sales Records: Open a record to see missed calls associated with the record’s phone number.
- Call Logs report: View a history of missed calls by user, phone number, and date range.
Note: Individual Records do not show missed calls. They only show call recordings and texts.
You can view missed calls for VoIP numbers that are assigned to you, your ring groups, or that have been unassigned or deleted if your permissions allow.
Understanding the Missed Calls page
Each row on the Missed Calls page includes:
- The date and time of the missed call.
- The caller’s number in the From column.
- The AMS+ VoIP phone number that was dialed in the To column.
- Links to any Sales Records or Individual Records that match the caller's number.
- A Forwarded badge, if applicable.
If the inbound call was forwarded to another AMS+ number, the From column shows the original number, and the To column shows the forwarded number.
Filters
You can filter the list of missed calls by:
- A specific AMS+ VoIP phone number.
- All AMS+ VoIP phone numbers you have access to.
How the Missed Calls badge works
The badge count appears next to the Phone icon when you have missed calls tied to phone numbers assigned to you or your ring groups.
- The count resets to 0 when you visit the Missed Calls page.
- Each user has their own badge count. Counts are not shared across users.
- Badge counts only update for calls routed to you or your ring groups.