Note for Enhanced Records accounts: This article references the Sales Enablement Visible permission. This does not apply to your account. You can check your account's subscription package on the Subscription page.
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.
- Navigate to the Phone Numbers tab.
- Select Edit in the Options three-dot (...) menu of the VoIP phone number you want to update.
- 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.
- In the (Optional) If a call is not answered... field, enter the phone number where calls should be forwarded.
- 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.
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.