How to receive and answer inbound calls using the Phone Dialer 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 receive and answer inbound calls in AMS+ using the Phone Dialer. Calls can only be routed to users who are assigned to VoIP phone numbers and have the Phone Dialer open.

For more on using VoIP features in AMS+, 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 or Agent CRM User.
• You must be assigned directly, or through a ring group, to at least one VoIP phone number.
  • Inbound calls will only be routed to you if the phone number is configured to route calls to you specifically, your ring group, or all users. Learn more.

Receive and answer a call in AMS+

To receive calls, the Phone Dialer must be open. If it's not open at the time of an inbound call, the call will go to voicemail.

Select the Phone icon in the AMS+ header and choose Launch Dialer.

When a call comes in:

• The Phone Dialer will update to show the number calling.
• If the caller is tied to an Individual Record, a link to the record will appear.

In the Phone Dialer, select Answer Call to accept or Ignore Call to let it go to voicemail.

While on the call:

• Talk with the caller directly
• Play a pre-recorded message (e.g., Medicare disclaimer)
• Transfer the call to another active AMS+ user (if their Dialer is open)
• Add others to the call

Forward inbound calls to your cell

If you're stepping away or logging out, you can forward incoming calls to your cell or another external number.

• If you're still logged into AMS+: Calls will first ring in AMS+, then forward if unanswered.
• If you log out of AMS+: Calls will forward directly to your external number.

To turn on call forwarding, see How to forward inbound calls using the Phone Dialer in AMS+.

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 Record caller display — accounts using Sales Records
• Sales Enablement Visible permission — accounts using Sales Records

Sales Record caller display

For accounts still using Sales Records, if the caller is tied to both a Sales Record and an Individual Record, AMS+ will display the Sales Record by default.

Sales Enablement Visible permission

To use Phone Dialer features, you must be assigned to a Security Group with the Sales Enablement Visible permission.