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 add Individual Records to call queues in AMS+. Call queues help organize outbound calling.
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 call queue. Learn more.
- You must be logged into AMS+ as an Agency User or Agent CRM User.
- You must be assigned to a Security Group with the Individual Visible and Edit permissions.
- If you're an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.
In this article
Add an Individual Record to a call queue
- Open an Individual Record.
- Locate the record's Contact Info section.
- In the Call Queues field, begin typing the name of the queue.
Suggestions will appear in a dropdown. If no results appear, try different keywords or create a new queue.
- Select the queue(s) you want to add.
The selected queues will display under the Call Queues field.
- Select the Save button.
To remove the record from a queue, select the X next to the queue name.
Mass add Individual Records
- Go to the Individuals page and select the Individual Records you want to add to a call queue.
- In the Bulk Update pop-up window, choose Call Queue - Add from the dropdown.
- In the Call Queue field, choose a queue.
- Select the Update button.
To remove records from a queue, repeat these steps and choose a queue to remove instead of add.
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:
- Add a Sales Record to a call queue — accounts using Sales Records
- Mass add Sales Records — accounts using Sales Records
- Sales Enablement Visible permission — accounts using Sales Records
Add a Sales Record to a call queue
- Open a Sales Record.
- In the record's right-hand summary, locate the Call Queues section.
- In the Add To Call Queue dropdown, select a queue.
You can add the record to multiple queues. If the dropdown is empty, you'll need to create a queue.
To remove the record from a queue, select the X next to the queue name.
Mass add Sales Records
- Go to the Leads List, and select the Sales Records you want to update.
- Select the Bulk Update button.
- In the Add To Call Queue field, choose a queue.
- Select the Submit button.
Sales Enablement Visible permission
To use Phone Dialer features, you must be assigned to a Security Group with the Sales Enablement Visible permission. This permission is also required to add Sales Records to call queues and to view Sales Records permissions in this article.
To add Sales Records to a call queue, you must also have user account Sales permissions to View and Edit Sales Records. Learn more.