I. Deskphone and Computer modes

The desktop application can be run in two different modes: Computer mode and Deskphone mode.

• Deskphone mode enables you to enhance your experience by remotely controlling your hardware phone, which is used to place and receive calls.

• Computer mode puts the app in Softphone mode, enabling you to place and receive calls using only the Elevate Desktop app.

Depending on the selected mode, various features can be available or unavailable for you in the Elevate application. Features which are not available in the app in the Deskphone mode are typically available on the Deskphone itself.

Differences Between the Deskphone and Computer Modes

Examples of Interfaces with Available Call Controls

Incoming Calls

On the call bar and on the call notification while the new incoming call is ringing, you see that the answer button is available only in Computer mode. When a user has their app working in the Deskphone mode, they need to answer a call using their desk phone device.

On the images below, the Computer mode is shown on the top, the Deskphone mode is shown on the bottom:

Active Calls

On the call bar during an active call, you see that the mute, hold and DTMF buttons are available only in the Computer mode. When a user has their app working in the Deskphone mode, they need to perform these operations using their desk phone device. On the image below, the Computer mode is shown on the top, the Deskphone mode is shown on the bottom:

How to Change Between Deskphone and Computer Modes

To choose the Computer mode:

1. Navigate to Settings > Call Settings.

2. Select Computer in the Calling Device section.

3. Save changes.

To choose the Deskphone mode:

1. Navigate to Settings > Call Settings.

2. Select the Deskphone device from the drop-down list.

3. Save changes.

FAQ

Why can't I mute, hold, use the keypad, or answer the call in the call bar/notification?

If you are using the Elevate application in Deskphone mode, you can get access to all the active call management features on the hardware desk phone.  

Features such as mute, hold, add a new call, merge calls, or answering calls must be done on the hardware device when in Deskphone mode. You can check which mode is selected by visiting the Settings section in your app.

Why can't I see an active call in my app that has been placed by my hardware device?

If you start the call using your hardware desk phone then there can be some cases (below) when the active call might not be presented in the app:

• If you start the app and you are already on an active call then the app will not receive the info about this active call and so the call bar will not be shown.

• If your network is reset then the call will not be presented in the app; however, when the call has ended it will show in the call history.

II. Checking Voicemail

This article describes the Voicemail feature for Elevate Desktop application. This feature is free and available for all Elevate accounts.

This article covers the following topics:

• Checking New Voicemail

• Deleting Voicemail

• Voicemail Notifications

• Reporting Spam

Checking New Voicemail

To check your voicemail, log into Elevate Desktop Client and navigate to the voicemail tab by clicking the voicemail icon on the left side of the client. You will be presented with the list of voicemail messages ordered by date. Unread ones will have a blue circle icon on the left of them. The number of unread messages is indicated on the voicemail tab icon. Click a voicemail message to see its details.

The audio player and the transcription of the message will appear on the right side of the Elevate application window. You can click the play button to listen to the message, click the chat button to open chat with the person that left this message, or click the handset button to call them. If the person who left the voicemail message is external to your company, the SMS button will appear instead of the chat button.

Deleting Voicemail

To delete a voicemail message, go to the voicemail section, select the message by clicking it and then click the Delete button in the lower right corner. You’ll be prompted for confirmation on deleting the message. Click Delete to confirm.

Note: Once deleted, the message cannot be recovered from the Elevate application interface or from the CONTROL PANEL.

Currently, there is no option to delete voicemail messages in bulk. However, 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.

When a voicemail box becomes 100% full, new voicemail messages will stop appearing in it. In that case, you will see a red notification banner with two bulk options: Delete all and Delete all read voicemail messages.

Voicemail Notifications

By default, when you receive a new voicemail message, a ‘ringing’ sound will play and a pop-up will appear in your Elevate Desktop application.

To toggle audio and/or visual notifications, go to Profile (click your profile picture) > Applications settings.

Reporting Spam

You can mark calls as SPAM, which will automatically send this phone number to our vendor in the Voicemail section of the Elevate Desktop application. Marking calls as Spam is not meant to be a blocklist for phone numbers - it is for feedback functionality only. Reporting spam helps companies improve the labeling of spam calls and filtering them out. However, it is not a blocklist for calls, therefore, until we confirm the number is spam, fraud, robocall, etc., we won't be able to block it.