February 16, 2026: This article includes screenshots and steps for the updated experience for assigning a voicemail box to a phone number in AMS+, which is being released in phases. If your account does not yet match what is shown here, that is expected. The updated settings will be enabled automatically as part of the rollout, and your Account Owner will receive an email notification when they are available for your agency.
This article explains how to assign a voicemail box to a VoIP phone number in AMS+. When a call to the phone number is not answered, the assigned voicemail box plays its greeting and stores the caller’s voicemail message.
For more on VoIP setup, 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.
- You must be assigned to a Security Group with the Sales Enablement Visible and Manage Users permissions.
- You must have at least one voicemail box in My Agency Settings > Phone Dialer & Call Queues > Voicemail Boxes. Learn more.
Set the voicemail box
- Go to My Agency Settings > Phone Dialer & Call Queues > Phone Numbers.
- Select Edit in the Options three-dot (...) menu of the VoIP phone number you want to update.
- In the Voicemail Box field, select a recording to play for missed calls.
If no boxes are available, see How to set up voicemail boxes for VoIP in AMS+ for setup instructions.
- Select the Save button.