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 assign a welcome message to a VoIP phone number in AMS+. The welcome message plays before the call is routed to an agent.
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 Manage Users permission.
- You must have at least one voice recording created or uploaded in My Agency Settings > Phone Dialer & Call Queues > Greetings & Recordings. Learn more.
Set the welcome message
- 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 Welcome Message field, select a recording to play before routing the call.
To create a multi-option call experience (e.g., "Press 1 for sales"), select an IVR instead. See How to configure an IVR menu for inbound VoIP calls in AMS+.
- Select the Save button.
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:
- Sales Enablement Visible permission — accounts using Sales Records
Sales Enablement Visible permission
To access Phone Dialer & Call Queues settings, you must be assigned to a Security Group with the Sales Enablement Visible permission in addition to Manage Users.