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 make a pre-recorded message available for use during calls made through the Phone Dialer. Playable recordings can be inserted into live calls by agents who have permission to use them.
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.
- 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.
How to make a recording playable over calls
Note: Only MP3 recordings can be played during calls (Text-to-Speech recordings are not supported).
- Go to My Agency Settings.
- Find and open the Phone Dialer & Call Queues setting.
- Navigate to the Greetings & Recordings tab.
- Edit the recording you want to make playable from the Phone Dialer.
- Check the Include in Playable Recording List (MP3's Only) box.
Note: Users will receive an error during calls if they try to play a recording that was created from a Text-to-Speech (TTS) greeting.
- In the Show Playable Recording For Users field, select the users allowed to use the recording.
- Select "All" to give access to everyone.
- Use CTRL + click to select multiple users.
- Select the Save Information button.
The recording will now appear in the Play Recording dropdown in the Phone Dialer interface for the selected 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.