Voicemails in AMS+

February 16, 2026: This article reflects the updated Voicemails page experience in AMS+, which is being released in phases. If your account does not yet match what is shown here, that is expected. The update will be enabled automatically as part of the rollout, and your account owner will receive an email notification when it is available for your agency.

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 or your ring group(s) should be assigned as the owner of at least one voicemail box. 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 Individual Visible and Edit permissions.
    • If you’re an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.
• 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 voicemail boxes that:

• Are assigned to you or your ring group(s) as the owner.
• You have visibility to view.

Columns

For each voicemail, you will see:

• The voicemail box where the message is stored
• 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 voicemail box.

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.