How to configure inbound call routing for a VoIP phone number 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 configure which user or ring group receives inbound calls to a VoIP phone number in AMS+. Inbound calls are answered through the Phone Dialer in AMS+.

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.

Assign user or ring group

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 Direct Calls To User or Group field, assign the number.

If no ring groups are available, see How to configure ring groups for VoIP in AMS+.

Note: Inbound call forwarding is only supported when a number is assigned to a single user. If assigned to multiple users or a ring group, inbound call forwarding won't be available.

(Optional) To set the account-level SMS phone number, check the Send All SMS Using This Number box.

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.