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 manage which users and ring groups can view voicemails associated with voicemail boxes 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.
- You must have at least one voicemail box in My Agency Settings > Phone Dialer & Call Queues > Voicemail Boxes. Learn more.
Manage voicemail visibility
- Go to My Agency Settings > Phone Dialer & Call Queues > Voicemail Boxes.
- Select Edit next to the voicemail box you want to update.
- In the Additional Users With View Permissions field, assign users or ring groups to the voicemail box.
- By default, only the voicemail box's owner can view its voicemails.
- To expand visibility, add users and/or ring groups.
- Select the Save Information button.
Note: To view voicemails in one centralized location, users must also be granted the User Can View Communication History (Account Wide Voicemails, SMS, Recorded Calls) Sales permission. This permission can be found at My Agency > Settings > Users > Sales > Edit user > Account, and it's enabled by default for all new users.
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.