Voicemails in AMS+

This article explains how to access, manage, and associate voicemails with Sales Records and 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 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.
• To access the Voicemails page:
  • You must also have user account Sales permissions to View Messages Tab (Account Wide Voicemails, SMS, Recorded Calls). Learn more.
• To save voicemails from the Voicemails page to Sales Records:
  • You must also be assigned as a user or part of a ring group with voicemail access for a VoIP phone number. Learn more.
• To save voicemails from the Voicemails page to Individual Records:
  • You must also be assigned as a user or part of a ring group with voicemail access for a VoIP phone number. Learn more.
  • Your assigned Security Group must also have the Agent Visible and Edit permissions.
• To delete voicemails from the Voicemails page:
  • You must also be assigned as a user or part of a ring group with voicemail access for a VoIP phone number. Learn more.
  • You must also have user account Sales permissions to View Messages Tab (Account Wide Voicemails, SMS, Recorded Calls). Learn more.
• To view voicemails that are associated with a Sales Record on the Call Recordings tab:
  • You must be assigned to a Security Group with the Sales Enablement Visible permission.
• To view voicemails 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.

What is a voicemail?

A voicemail is a recorded message left by a caller when a call is not answered. These recordings are stored in the agency’s voicemail inbox and are accessible from the Voicemails page in AMS+.

If voicemail notification emails are configured, users also receive an email with the audio file attached.

Where to find voicemails

You can find voicemails in several places:

• Voicemails page: Select the Phone icon in the AMS+ header, then select Voicemails.
  
• Sales Records: Navigate to the Call Recordings tab.
  
• Call Logs report: Displays voicemail history by user, phone number, and date.
• Call Recordings report: View all recordings associated with a specific AMS+ VoIP phone number.

How the Voicemails page works

You will only see voicemails for AMS+ VoIP phone numbers that:

• Are directly assigned to you.
• Are assigned to a ring group you're part of.
• Are unassigned or have been deleted from AMS+.

Columns

For each voicemail, you will see:

• The date and time of the message
• From column: the caller’s phone number
• To column: the AMS+ number that received the call
• Links to any Sales Records or Individual Records that match the caller’s number

Filters

Use the filters at the top to view voicemails for a specific AMS+ VoIP phone number or for all numbers you have access to.

Voicemail badge behavior

A badge icon in the AMS+ header shows the number of unplayed voicemails. This count updates in real time when any user marks a voicemail as played or unplayed.

Note: The badge count reflects all voicemails you have access to, not just those tied to numbers assigned directly to you.

Mark a voicemail as played or unplayed

To update a single voicemail:

Select the Phone icon in the AMS+ header, then choose Voicemail the dropdown.

On the Voicemails page, locate the voicemail.

Select the Mark as Played or Mark as Unplayed button.

• Mark as played:
• Mark as unplayed:
  

To bulk update multiple voicemails:

Check the boxes next to each voicemail.

Use the Mark Selected as Played or Mark Selected as Unplayed bulk action buttons.

Note: Changes apply to all users who can view the voicemail.

Save a voicemail to a record

On the Voicemails page:

• If the From or To number matches a Sales Record or Individual Record, the matching record appears.
• If there’s only one match, select the Save button.
  
• If there are multiple matches, select the Search button and choose the correct record.
  
• If no matching record exists, saving will not be possible.

Delete a voicemail

Select the Phone icon in the AMS+ header and choose Voicemail.

On the Voicemails page, find the voicemail you want to delete.

Select the Delete button next to the message.

Which voicemails a user can see

To receive voicemails via email:

1. Go to My Agency Settings > Phone Dialer & Call Queues > Phone Numbers.
2. Select the Edit button next to a number.
3. In the Voicemail Notification Email field, enter one or more email addresses.

If the field is blank, voicemails will not be sent via email.