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 AMS+ tracks recent call activity and how you can view and filter your call history.
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 Communication History (Account Wide Voicemails, Text Messages, Recorded Calls) and User Can View Missed Calls. Learn more.
Understanding call types
The Recents tab displays all call activity for your AMS+ VoIP phone numbers. Each call displays a Type label:
- Incoming: An inbound call that was answered.
- Outgoing: An outbound call that connected.
- Missed: An inbound call that was not answered and no voicemail was left.
- Voicemail: An inbound call that was not answered and a voicemail was left. Selecting the Voicemail label jumps directly to that voicemail on the Voicemail tab.
Note: A call is only logged as missed for you if you were logged into AMS+ and had the Phone Dialer open when the call came in. If you were not logged in or the Phone Dialer was not open, the call will not appear as missed for you.
Where to find recent calls
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Communication History page: Select the Phone icon in the AMS+ header, then select Missed Calls to open the Communication History page with the Recents tab active and the filter set to Missed. Select All to view your full call history.
- Sales Records: Open a record to see calls associated with the record's phone number.
- Call Logs report: View a history of 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 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 Recents tab
Each row on the Recents tab includes:
- The date and time of the call.
- The caller's number in the From column.
- The AMS+ VoIP phone number that was dialed in the To column.
- The call Type: Incoming, Outgoing, Missed, or Voicemail.
- Links to any Individual Records or Sales 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.
Note: Transferred calls do not display a Type label. If you see a row with a blank Type field, this indicates the call was transferred.
Filters
You can filter the list of calls by:
- All or Missed — toggle between your full call history or missed calls only.
- A specific AMS+ VoIP phone number.
- All AMS+ VoIP phone numbers you have access to.
Missed calls badge behavior
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 Communication History 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.