How to set up voicemail boxes for VoIP in AMS+

February 16, 2026: This article covers the new voicemail box features for AMS+ VoIP, which are being released in phases. If you do not see the settings or screens shown here yet, that is expected. The rollout is ongoing, and your Account Owner will receive an email notification when these features are available for your agency.

Voicemail boxes in AMS+ are part of the VoIP system and are used to receive and store voicemail messages for users and ring groups. Calls can be routed to a voicemail box through an IVR menu, a direct transfer, or a dedicated phone number.

For more on SMS texting in AMS+, including training and related resources, see this feature overview.

Requirements

• Your agency’s AMS+ account must be subscribed to the Elevate package.
• 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.

Create a voicemail box

Go to My Agency Settings.

Find and open the Phone Dialer & Call Queues setting.

Navigate to the Voicemail Boxes tab.

In the Create a New Voicemail Box section, enter the name, choose a voicemail greeting, assign the mailbox owner, and optionally add additional users with view permissions for voicemails.

See this section for more details.

Select the Create Voicemail Box button.

Edit voicemail box settings

To edit an existing voicemail box, select the Edit button in the Options column of the voicemail box list.

Here’s what you can edit:

• Name - Include the name of the user or ring group.
• Greeting - Assign the relevant voicemail greeting file. If it doesn’t exist, you’ll need to create one.
• Mailbox Owner - Select a user only if the voicemail box is specifically for that user. Leave this field blank for ring groups or shared voicemail boxes.
• Additional Users With View Permissions (optional) - Enter the names of any users or ring groups that should be able to view this voicemail box on the Messages > Voicemails page.

Mass create voicemail boxes for multiple users

You can create voicemail boxes for multiple users at the same time. When using this method, AMS+ assigns a generic Text-to-Speech (TTS) greeting, such as "Please leave a message for <User Name>."

This approach is useful for large teams or quick setup. However, TTS greetings may mispronounce some names.

Important notes about TTS greetings

• TTS greetings are intended as temporary placeholders.
• Users should record a personal voicemail greeting as soon as possible.
• After a personal greeting is recorded, it must be assigned to the existing voicemail box.
• Once recorded, the personal greeting automatically replaces the default TTS greeting assigned to the voicemail box.

To mass create voicemail boxes

On the Voicemail Boxes tab, select the Mass Create Voicemail Boxes button.

Select the users you want to create voicemail boxes for.

Enter the Default Text-to-Speech (TTS) Message.

This message applies to all selected users. Do not include specific user names or other personal information.

Select the Email instructions to users about calling in to record voicemail box greetings checkbox.

After creation, AMS+ sends an email to each selected user with instructions on how to record their own voicemail greeting.

Select the Create Voicemail Box button.

The selected users receive an email with instructions for recording their greeting. If a user does not receive the email, have them check their spam, trash, or social folders.

After a user records a voicemail greeting

• The recording is saved in Phone Dialer & Call Queues > Greetings & Recordings.
• The new recording automatically replaces the default TTS greeting assigned to the voicemail box.
• Recordings created this way use the following default naming format: Recorded Message on YYYY-MM-DD-HH-MM

Note: We recommend renaming voicemail recordings to make them easier to identify and distinguish from other greetings.

Deleting a voicemail box

A voicemail box can only be deleted if it doesn’t have any voicemails.

Go to My Agency Settings > Phone Dialer & Call Queues > Voicemail Boxes.

Select the Delete button next to the voicemail box you want to delete, and confirm deletion when prompted.