February 16, 2026: This article includes screenshots and steps for the updated voicemail visibility experience in AMS+, which is being released in phases. With this update, voicemail visibility settings are managed on the voicemail box rather than on each individual phone number. 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 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 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.
Manage voicemail visbility
- 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 View Messages Tab (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.