Overview of using VoIP calling and recording in AMS+

Overview

Leverage AMS+ VoIP to simplify and enhance your agency’s call management. Make and receive calls directly within AMS+, with seamless access to client information that helps your team engage more effectively. Manage call flow with tools designed to ensure prompt responses and maintain compliance through automated call recording. Whether supporting sales outreach or client service, AMS+ VoIP empowers your agency to communicate efficiently and confidently.

This overview highlights how to use AMS+ VoIP calling and recording features, with detailed setup and SMS texting resources available separately in our knowledge base.

IN THIS ARTICLE

Before you begin

• Your agency’s AMS+ account must be subscribed to the Elevate package.
• Review the Overview of VoIP Phone System Setup in AMS+ to ensure your agency’s settings are configured appropriately.

Key features

• Click-to-call from client records: Quickly initiate calls directly from client or lead profiles, saving time and ensuring accurate call logging tied to the right contact.
• Call queues for efficient outreach: Organize and manage outbound calling lists so agents can systematically work through leads or clients, improving productivity and follow-up consistency.
• Ring groups for seamless call handling: Route incoming calls to multiple agents or departments simultaneously, ensuring calls are answered promptly and no opportunities are missed.
• Voicemail management and drops: Access and manage voicemails easily within AMS+, and use pre-recorded voicemail drops to leave consistent messages when calls go unanswered.
• Automated call recording and playback: Automatically record all inbound and outbound calls, with easy access to recordings for quality review, training, or compliance purposes.

Related resources

In the Academy

1. VoIP Phone System (opens in a new window) - Learning Path
2. VoIP Account User Workshop (opens in a new window) - Live Training Session

In the Knowledge Base

Outbound and inbound calling

1. How to make outbound calls using the Phone Dialer in AMS+
2. How to receive and answer inbound calls using the Phone Dialer in AMS+
3. How to forward inbound calls using the Phone Dialer in AMS+
4. How to make a three-way call using the Phone Dialer in AMS+
5. How to handle call transfers using the Phone Dialer in AMS+

In-call tools and features

1. How to play a pre-recorded message during a call using the Phone Dialer in AMS+
2. How to leave a voicemail drop during a call using the Phone Dialer in AMS+

Call management and follow-up

1. Missed calls in AMS+
2. Voicemails in AMS+
3. Unassigned call recordings in AMS+
4. Call Reporting in AMS+

Call queues

1. How to add records to call queues in AMS+
2. How to start outbound calls using call queues in AMS+

Compliance and troubleshooting

1. Best practices for compliant calling in AMS+
2. Mobile carrier contacts for disputing spam flags
3. AMS+ VoIP Troubleshooting Guide