How to add records to call queues in AMS+

Note for Enhanced Records accounts: This article references Sales Record functionality and the Sales Enablement Visible permission. These do not apply to your account. You can check your account's subscription package on the Subscription page.

This article explains how to add Sales Records and 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 Sales Enablement Visible permission.
• To add Sales Records to a call queue:
  • You must also have user account Sales permissions to View and Edit Sales Records. Learn more.
• To add Individual Records to a call queue:
  • Your assigned Security Group must also have 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.

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.

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, locate the Contact Info section.

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.