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How to configure inbound call forwarding for VoIP in AMS+

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 Sales Enablement Visible and Manage Users permissions.

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.

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