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How to configure inbound call forwarding for VoIP 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 set up call forwarding for a VoIP phone number in AMS+. Specifically, it covers how to configure the number so a user can forward calls to a personal phone or alternate number from the Phone Dialer. This setup must be completed before a user can turn forwarding on or off.

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.

Enable call forwarding for a VoIP phone number

To enable call forwarding, the phone number must be assigned to a single user in My Agency Settings > Phone Dialer & Call Queues > Phone Number. Only that user will be able to toggle call forwarding.

Go to My Agency Settings > Phone Dialer & Call Queues.

Screenshot showing how to navigate to Phone Dialer & Call Queues settings

Navigate to the Phone Numbers tab.

Screenshot highlighting the Phone Numbers tab in Phone Dialer & Call Queues settings

Select Edit in the Options three-dot (...) menu of the VoIP phone number you want to update.

Screenshot showing how to edit a VoIP phone number in AMS+

In the Direct Calls To User or Group field, make sure only one user is assigned.

Note: Call forwarding is only available when the number is assigned to a single user.

Screenshot showing how to assign a single user to a VoIP phone number in Phone Dialer & Call Queues settings

In the (Optional) If a call is not answered... field, enter the phone number where calls should be forwarded.

Screenshot showing where to add a forwarding number in a VoIP phone number's settings

Select the Save button.

Once complete, the assigned user will see a Start Call Forwarding option in the Phone icon dropdown menu. Other users will not see this option.

Screenshot showing the Call Forwarding option in the AMS+ header's Phone icon menu

After-hours call forwarding

Any user with their own phone number can turn on call forwarding. However, after-hours schedules always take precedence and will override user-level forwarding.

An after-hours schedule redirects all inbound calls within a defined timeframe to a designated number. This setup is configured at the agency level.

Example: If your agency's operating hours are 8:00 a.m. to 6:00 p.m., you can configure after-hours forwarding to redirect all calls between 6:00 p.m. and 8:00 a.m. to a specific number.

In general:

  • Use user-level forwarding for brief absences.
  • Use after-hours schedules for routing all inbound calls outside of business hours, especially if you work with a virtual answering service or call center.

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

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.

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