Voicemails in AMS+

Note for accounts using Sales Records: This article includes a Legacy components section with additional information that applies to your account.

This article explains how to access, manage, and associate voicemails with 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.
• To access the Voicemail tab:
  • You must have user account Sales permissions to View Communication History (Account Wide Voicemails, Text Messages, Recorded Calls). Learn more.
• To save voicemails from the Voicemail tab to Individual Records:
  • You must be assigned as a user or part of a ring group with voicemail access for a VoIP phone number. Learn more.
  • You must be assigned to a Security Group with 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 Voicemail tab:
  • You must be assigned as a user or part of a ring group with voicemail access for a VoIP phone number. Learn more.
  • You must have user account Sales permissions to View Communication History (Account Wide Voicemails, Text Messages, Recorded Calls). Learn more.
• To view voicemails associated with an Individual Record on the Call Recordings tab:
  • You must be assigned to a Security Group with 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.

In this article

• What is a voicemail?
• Voicemail badge behavior
• Mark a voicemail as played or unplayed
• Save a voicemail to a record
• Move a voicemail
• Delete a voicemail
• Legacy components

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 Voicemail tab on the Communication History 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:

• Communication History page: Select the Phone icon in the AMS+ header, then select Voicemails to open the Communication History page with the Voicemail tab active.
  
• 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 Voicemail tab 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 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. The count updates in real time when any user marks a voicemail as played or unplayed.

• Playing a voicemail automatically marks it as played and decreases the badge count.
• The badge count reflects all voicemails you have access to, not just those tied to numbers assigned directly to you.
• Once a voicemail is marked as played or unplayed, that status is updated for everyone in your organization.

Mark a voicemail as played or unplayed

To update a single voicemail:

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

On the Voicemail tab, 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 Voicemail tab:

• If the From or To number matches an 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.

Move a voicemail

You can move a voicemail from one voicemail box to another directly from the Voicemail tab.

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

On the Voicemail tab, find the voicemail you want to move.

Select the Move button next to the message.

Choose the destination voicemail box.

Select whether to mark the voicemail as played or unplayed in the destination box.

Delete a voicemail

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

On the Voicemail tab, find the voicemail you want to delete.

Select the Delete button next to the message.

Legacy components

The following content applies only to accounts still using Sales Records. If you're unsure whether this applies to you, check your subscription package on the Subscription page. Accounts on Enhanced Records will show a package type that includes "+ Enhanced Records" (e.g., Accelerate + Enhanced Records). If your package does not include "+ Enhanced Records," this section applies to you.

Legacy components in this section:

• Viewing voicemails from a Sales Record — accounts using Sales Records
• Saving voicemails to Sales Records — accounts using Sales Records
• Sales Records in the Voicemail tab — accounts using Sales Records
• Sales Enablement Visible permission — accounts using Sales Records

Viewing voicemails from a Sales Record

You can also find voicemails from within a Sales Record. Navigate to the Call Recordings tab on the record.

Saving voicemails to Sales Records

On the Voicemail tab, if the From or To number matches a Sales Record, the matching record appears. You can save the voicemail to the record using the same Save and Search buttons described in the Save a voicemail to a record section.

To save voicemails from the Voicemail tab 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.

Sales Records in the Voicemail tab

On the Voicemail tab, each row also includes links to any Sales Records that match the caller's number.

Sales Enablement Visible permission

To use Phone Dialer features, you must be assigned to a Security Group with the Sales Enablement Visible permission. This permission is also required to view voicemails associated with a Sales Record on the Call Recordings tab.