Start a New Call
You may start a new call by clicking on the phone icon near the contact, or navigating to Dial Pad.
On the Dial Pad, start entering the phone or extension number. The mobile application will search for the results if the contact exists in your contact directory. To dial someone from your contact directory, click on the handset icon next to that person.
If a call is made and the recipient’s line is busy, the caller will hear a busy tone and see a 'Busy' status on the active call screen. All call actions will be disabled for busy calls and the call will automatically hang up after 3 seconds or the caller may use the End call button.
Options During An Active Call
Actions During an Active Call
After you dial a number and a Wi-Fi or mobile (cellular) data call is established in Elevate Mobile app, you can use the following action buttons:
, , on the upper right side of the screen to view the real-time call quality details.
Mute or Unmute the microphone
Use a dial pad
Put the call on hold
End the call
On Android only one option is available to end the call: by tapping the red handset icon.
On iOS you can also tap the red handset icon; alternatively on iOS version 16.1 and higher you can press the side button to end the call.
Put the call on speaker or taking the call off speaker
Add call (on Android only) – Select a contact or dial a number via the keypad.
More menu you can access additional options:
Add Call (on iOS only) – Select a contact or dial a number via the keypad.
Park the Call – The call will be transferred to a virtual extension and will be parked there until someone from your account dials this extension and picks up the call. The extension will show up in a pop-up on your screen.
Switch to the Cellular – Allows you to transfer any active Elevate call to your mobile phone number if the network conditions are not good enough or for other reasons.
Enter your mobile phone number if not yet added.
If overall call quality is scored as Bad, you can also access this feature by tapping the red call quality bar, then select Switch to Cellular from the call quality statistics pop-up.
To predefine the phone number for this feature,
Go to your profile in the Elevate Mobile app.
Navigate to Settings > Call settings > Calling Network >
Tap on Add Mobile Number.
Receiving a New Call During an Active Call
During an active Elevate call, a second Elevate call may start ringing. You can choose to accept or reject the second call.
How to Transfer a Call
A Blind Transfer (also known as cold transfer or unattended transfer) allows you to automatically transfer the call to another party without having a conversation with this party.
To proceed with an unattended call transfer:
While on an active call, press the More button.
Choose the Blind Transfer button.
Use the Keypad to enter the number manually or choose from the list of contacts.
Once you select the receiving party, your call will end and the person who called you will be connected with the selected contact.
A Warm Transfer (also known as attended transfer) allows you to consult with the party to which you are transferring a call before completing the transfer.
To proceed with an attended transfer:
On Android:
While on an active call, press the More button.
Use the Dial Pad to enter the number manually or choose from the list of contacts.
Press the Call button. Your first call will be placed on hold, and the second call with the selected contact will be established.
When you are ready to transfer your call to the selected contact, press the More button.
Press the Complete Transfer button.
On iOS:
While on an active call, press the More button.
Choose the Warm Transfer button.
Use the Keypad to enter the number manually or choose from the list of contacts.
Press the Call button. Your first call will be placed on hold, and the second call with the selected contact will be established.
When you ready to transfer your call to the selected contact, press the Complete Transfer button.
Actions During a Second Call
Once you add a second call, the first call is put on hold.
The following actions are available when you are on two calls:
Swap two calls to put on hold the active call and return to the second call that was on hold:
On iOS: tap the More button > select Swap Calls.
On Android: tap the avatar of the second caller holding.
Make Conference
Press the More button > Make Conference. After the conference is established, you can separate the two calls back.
Note: The maximum three callers can participate in a conference. When you have more than two active calls, the option Make Conference will not appear.
Transfer the second call to the party waiting on hold.
Press the More button > Transfer to [name or phone number]
Note: You can cancel an active transfer by tapping on the reject icon, followed by the pause icon to resume the previous call.
Actions When Receiving 3 or More Calls
When a third or fourth call is received, the same options are available as when a second call is received, except for the Make Conference option that will not appear.
Note: An incoming fifth call will not be delivered to the app and will be routed directly to voicemail. There is a four-call limit on active calls.
View Real-Time Call Quality
During an active call, the Elevate mobile application shows Real-time call quality on the upper right corner. Overall call quality can be scored as Good in green, Medium in orange, or Bad in red.
Tapping on the call quality score indicator will show key call quality parameters affecting the overall quality score, such as packet loss, jitter, round-trip time, and the audio codec being used. A poor value of one of the parameters may not affect the overall quality of the call.
When overall call quality gets a score of Bad, the user will hear a beep and feel haptic feedback along with a visual message recommending the user to Switch to cellular.
Known Issues:
If a caller loses connection from a call (due to network interruptions) and then connects back, the Elevate user may see the current call quality score as bad.
On a conference call, you will see call quality statistics:
On Android: for either of the two calls.
On iOS: for the call that was active before the user started the conference.
III. Call Forwarding Feature
Call forwarding is a feature for Elevate Users and Resources that allows setting up forwarding profiles that process incoming calls in a preferred way. A call forwarding profile can send an incoming call to several apps/devices/phone numbers simultaneously or sequentially and forward it elsewhere if the call wasn't picked up.
Note: Call forwarding feature is replacing Find Me Forwarding feature. All users' Find Me Forwarding settings have been migrated to Call Forwarding.
Call forwarding is available for users with Elevate Essentials/Pro/Enterprise and Elevate for Teams subscriptions. Access Call forwarding in Elevate app by tapping your profile picture and selecting Call settings > Call forwarding.
Important:
In case you need to change the ringing time on your extension, you can edit this by going to Settings > Call Settings > Ringing > Extension. Note that the current limit for ring time is 2 minutes (120 seconds).
In addition, if the ringing time setting is set to 61-119 seconds in CONTROL PANEL, the Internal option under Settings > Call Settings > Ringing > Extension in the Elevate mobile application for Android will be displayed as 1 minute. However, the call will be transferred to voicemail based on the setting value in CONTROL PANEL.
IV. Checking New Voicemail
To check a new voicemail, log in to Elevate Mobile App and navigate to the Voicemail tab on the bottom of the screen. List of the voicemails appear immediately. The new one will be displayed on the top of the screen and will be highlighted as bold.
iOS:
Android:
Press on the voicemail that you would like to check to get the following options:
Listen to voicemail
Note: listen to the voicemail option available by pressing the speaker icon.For iOS: rewind voicemail during playback function is available.
See the voicemail transcription
Note: the voicemail transcription option should be enabled for the user in order to see the transcription. It may be enabled via Elevate Mobile App under My Account > Voicemail.Call back
Share Voicemail
Note: by pressing Share you can forward voicemail as an attachment to any email address. To add an external email, tap on Enter or Done on the keyboard after typing the address.Mark as unread
Delete voicemail
Note: once you receive the new voicemail a missed call will appear in your call history as well.
When your voicemail box will start to get full, the application with generate a banner as below:
Important: when a voicemail box becomes 100% full, new voicemail messages will stop appearing in it.
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