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Elevate UC Desktop & mobile app quick start guides

  • Making Calls
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Calling

Calling modes

On your first sign-in, the application will ask you to select your calling mode.
 

Computer softphone

 
In this mode, the application works as its own calling device. You can make, receive, and control phone calls directly through the application. A desk phone can be used in addition to the softphone, but is not required. This is a great option for a remote worker using their computer and a headset.
 

Desk phone controller

 
This mode allows the application to control your desk phone. Calls can be initiated through the application, but the call is actually placed through the physical desk phone.  This mode enhances the experience for desk phone users by giving easy access to voicemail, call history, and contacts.

Placing calls​

There are multiple ways to place calls in the Unite application.
Placing a call through the phone dialer
  • Click the phone icon on the left-hand black sidebar
  • Use the dial pad to enter a phone number
    (You may click digits with your mouse or type them with your keyboard)
  • Click the green phone icon to place the call
 
Placing a call through team chat
  • Navigate to the chat of the individual you wish to call
  • Click the blue phone icon on the top of the chat window
 
Placing a call through the call history tab
  • Click the call history (clock) icon on the left-hand black sidebar
  • Hover over the record to reveal more options
  • Click the blue phone icon to place the call
 
Placing a call through the voicemail tab
  • Click the voicemail icon on the left-hand black sidebar
  • Hover over the record to reveal more options
  • Click the blue phone icon to place the call

Call flip​

Call flip allows you to seamlessly move an active call to another device.  For example, from your desktop application to your mobile phone.
  • While on an active call, click the call flip icon
  • The call will be placed on hold
  • All other devices assigned to you will begin ringing (desk phone, mobile, etc.)
  • Answer the call on the desired device and continue the conversation

Call park/pickup​

Parking a call is like placing it on hold, but with one major difference  – a parked call gets placed in a communal “call parking lot” where another available coworker can pick them up. A call remains “parked” until someone picks it up again.
 
Parking a call
  • On an active call, click the park icon
  • An automated voice will tell you the number of the parking slot the call was placed in
    (example: “call parked on extension 901”)
  • The call can be picked up by anyone within the organization by calling that extension number
 
 
Picking up a call
  • Dial the extension number of the parking slot from any phone
  • Desktop app users can also visually monitor parked calls, and can click on the parked call to pick it up

Transfer a call​

Transferring a call to a teammate is easy, but it will help to understand the 3 different transfer types.
 
Warm transfer
Warm transfer allows you to consult with the party you are transferring a call to before completing the transfer.
  • While on an active call, click the transfer icon
  • Select a contact or use the keypad to type a phone number
  • Click the warm transfer icon 
  • Your first call will be placed on hold, you will receive an incoming call from Caller 2; you will then need to select the Answer button to establish a call with caller 2
  • Click on the Complete button to transfer the call
 
Blind transfer
 
The blind transfer allows you to transfer the call without having a conversation with another party.
  • While on an active call, click the transfer icon
  • Select a contact or use the keypad to type a phone number
  • Click the blind transfer icon
 
Voicemail transfer
 
This option transfers a caller directly to a teammates voicemail box.
  • While on an active call, click the transfer icon
  • Select a contact
  • Click the transfer to voicemail icon

Add a caller​

You can conduct 3-way calls using your Intermedia Unite application or desk phone.
  • Click the add caller icon (user with plus sign)
  • The first call will automatically be placed on hold
  • Use the dialer to type the number of the person you wish to add (or select a contact from your contact list)
  • Click the merge call icon to create the 3-way call
 
Note: larger conference calls can be conducted by using AnyMeeting (included with your Unite plan).  Please scroll down for instructions.

CALL HISTORY​​

The call history page allows you to view all calls or missed calls.
  • Click the call history (clock) icon on the left-hand black sidebar
  • Hover over the phone number to reveal more options, including call back, report spam, and block number

VOICEMAIL

VOICEMAIL​

Checking new voicemail​

  • Click the voicemail icon on the left-hand black sidebar
  • Voicemail messages will be arranged by date
  • New messages will have a blue circle icon on the left of them
  • Click a voicemail message to see its details
  • The audio player will appear on the right side of the application window
  • Click the play button to listen to the message
  • Click the chat button to open chat with the person that left this message (if they are within your organizagtion)
  • Click the handset button to call back the person

Deleting Voicemail​

  • Select the message by clicking it
  • Click the Delete button on the bottom of the application window
  • You’ll be prompted for confirmation on deleting the message
  • Click Delete to confirm
  • Deleting a message will delete it from all of your devices – including your desk phone
  • Once deleted, the message can not be recovered
When the voicemail box becomes 80% full, you will see an orange notification banner with two buttons for bulk options: Delete all and Delete all read voicemail messages.
Important: when a voicemail box becomes 100% full, new voicemail messages will stop appearing in it.
 
 

Voicemail notifications​

 
Both audio and visual notifications can be personalized for new voicemails.
  • Click on your avatar on the bottom left-hand corner
  • Choose Application Settings
  • Click or unclick the checkboxes to customize your notification settings
  • Making Calls
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Faq

Elevate: How to transfer calls directly to Voicemail

Elevate users may use a star code to send a call directly to another extension’s voicemail box.

Transfer to Voicemail via Phone:

  1. When on a phone call, press the Blind Transfer soft key. 

    On different phone models this option can be accessed differently:
     
    Polycom     Press the Transfer soft key > Press the Blind soft key.
    (Older models may require the user to hold the Transfer key and
    select between Blind and Consultative options).
    CiscoPress the More soft key > Press the Blind Transfer soft key
    Yealink
     Elevate Press the XFER soft key
  2. Dial * + <extension number> and complete the transfer by pressing Send.
    Note: on the Yealink phones * key needs to be pressed twice in order for the * symbol to appear. Then OK softkey should be pressed.
           
  3. The caller will then be sent directly to that extension’s voicemail.

Transfer via Speed Dial Line Key

  1. When on a phone call, press the Blind Transfer soft-key, as described above.
  2. Press the designated line key and complete the transfer
  3. The caller will then be sent directly to the user’s voicemail.

Transfer to Voicemail via Elevate Desktop App:

  1. While on an active call, click the Transfer icon.
  2. Find the person you would like to transfer the call to via Search or Contacts
  3. Click Voicemail Transfer icon
    • Alternatively, you can use a star code to send a call directly to another extension’s voicemail box: dial * <extension number>, for example, *113 to send the call to Voicemail on extension 113. 

DA

 

Elevate users may use a star code to call directly to another extension’s voicemail box.

Dialing *<extension number> (e.g. *103) from any device will immediately call that extensions Voicemail.  You can use this star code to transfer callers directly to a voicemail box.

Blind Transfer to Voicemail of an extension:

  1. When on a phone call, press the Blind Transfer soft-key. 

    On different phone models, this option can be accessed differently:
    • For Polycom, it is usually located after “Transfer” is pressed, where the Blind option can be seen
      (Older models can require to hold Transfer key, and choosing between Blind and “Consultative” options).
    • On Cisco and Yealink phones, it is actually a separate soft-key, usually hidden under “More” options. 
       
  2. Dial *<extension number> (e.g., *103) and complete the transfer.
    Note: on the Yealink phones * key needs to be pressed twice in order for the * symbol to appear.
     
  3. The caller will then be sent directly to that extension’s voicemail.
Note: This feature only works for internal transfers, i.e., only Elevate users from your company can directly call, or transfer a call to another user’s voicemail box.

Once Agents are added to the list, they can log into the group from their VoIP device by using the correct dial code, assigning log in & log out buttons to their device, or by an administrator using CONTROL PANEL: 

How to log in and out of hunt groups (Basic or Advanced) directly from your IP phone:

  1. To log in to the hunt group, dial its extension and add ‘1‘.
    *XXX*1 (log into a hunt group with extension XXX).
  2. To log out of the hunt group, dial its extension and add ‘0‘.
    *XXX*0 (log out of a hunt group with extension XXX).

    For example, if you need to log into a hunt group with extension 300, dial *300*1. To log out, dial *300*0. 

Call Pickup Codes

The Call Pickup feature allows a user at any phone to answer calls that are ringing on other phones in the company. To access the Call Pickup feature, the user dials a corresponding Call Pickup Code.

There are three types of Call Pickup:

 Feature

Code

Description

Directed Call Pickup

*95 + extension
(e.g. *95103)

Answers an incoming call on a specific extension

Any Call Pickup

*96

Answers an incoming call on any phone

Group Call Pickup

*97, or
*97 + group ext (e.g. *97200)

Answers an incoming call to a Pickup Group that the User is an agent of.

You can view the KB article Directed Call Pickup for more information on the Call Pickup feature. 

Paging Group dialing codes

When dialing Paging groups, all idle phones in the group will have their speaker turned on, and the caller’s voice will be heard on all phones. For more information on paging, refer to Managing Paging Groups On Elevate.

Using a Paging Group as an Intercom

While not a true Intercom feature, any member of a paging group can answer a page as a two-way interactive call by using the dial code *80, disconnecting any other members currently listening to the paging call. 

Intercom dialing codes

To start an Intercom call, the user will need to dial *90 + target user extension (i.e., *90100 will initiate the Intercom call with the user ext 100).

Note: If the user has multiple devices assigned, the device that was added first will be considered an Intercom device.

In order to re-assign the Intercom role to another device, the user should dial *91 from the phone that they want to be used for Intercom in the future.

Important: when the device that currently has the Intercom role is removed from the user, the Intercom role won’t be assigned to any other device by itself; it will be necessary to dial *91 from another device in order to have it assigned to it.

For more information on the Intercom feature, refer to Intercom Functionality On Elevate Platform. 

While devices auto-provisioned (purchased directly, or Enhanced BYOP) have a Park softkey programmed, you can manually park a call from any device by simply pressing #7. 

  1. Press #7 while on an active call
  2. The call is put on hold, and the operator will advise you of the parked extension the call is now holding on (always starting at 980 and incrementing by 1). 
    Note: Call Park extension range depends on the account’s set extension length. 3-digit accounts are 980 to 987and 989; 4-digit accounts are 9980 to 9989; 5-digit accounts are 99980 to 99989.
  3. You can now dial the parked extension number from any device on the account to immediately pick up the call.