Elevate Phone System Help Center

PathWise IT handles the initial account build for you, but here’s the full sequence so you understand what’s been configured and what you control going forward:

1. Create Locations: Add all office locations (HostPilot > Elevate > Locations). Each location has its own E911 address, time zone, and area code settings.
2. Add or port phone numbers: New local or toll-free numbers can be added immediately. Porting existing numbers from your prior carrier takes 2 to 4 weeks (see Number Porting section).
3. Purchase Elevate subscriptions: Licenses are assigned per user. Contact PathWise IT to adjust seat counts.
4. Create and activate users: HostPilot > Elevate > Users. Each user needs a phone number assigned to become active.
5. Order or add hardware: Desk phones are pre-configured and ship ready to plug in. Existing phones may be added via Enhanced BYOP.
6. Set up your Auto Attendant: Configure your main greeting, business hours, holiday routing, and menu options. PathWise IT builds this with you during onboarding.
7. Create Hunt Groups: Route incoming calls to teams (Sales, Support, etc.). Choose Basic or Advanced Hunt Groups based on reporting needs.
8. Configure Call Recording: Enable per-user or account-wide via HostPilot > Elevate > Users > [User] > Call Recording tab.
9. Set up Paging Groups (if needed), Dial extension 9100 to page all devices; create additional groups for specific areas.
10. Create Resources & Utilities: Virtual Extensions, Web Fax, Resource Accounts, Voicemail Boxes as needed.

• Configure voicemail options and greetings per user
• Set up Call Forwarding profiles for users who need them
• Review E911 addresses for all users and devices
• Set up 911 Call Notifications (Kari’s Law), designate who receives an alert when 911 is dialed
• Enable Music on Hold and upload custom tracks if desired

1. Log in to HostPilot > Services > Elevate > Users
2. Click Add user and fill in name, email, and extension
3. Assign an Elevate subscription license
4. Click Assign phone number and select an available number, a user must have a phone number to be active
5. Assign a device (desk phone or confirm they will use the softphone app)

Allow 30 to 60 minutes propagation time after assigning a phone number before it’s fully active.

• Extension: internal dialing number
• Phone Number: external DID; required for activation
• Call timeout: seconds before calls route to voicemail
• Location: determines E911 address and time zone

Also available per user: Caller ID tab, Call Forwarding tab, Call Recording tab, Voicemail tab, Devices tab.

When a user’s Elevate service is disabled or their account deleted:

• All their phone numbers are released back to the account number pool
• Their devices are unassigned and become available for reassignment
• They are removed from all Hunt Groups and Auto Attendants
• Cancel their subscription separately to stop billing

Each user should have no more than 5 devices assigned, including the Elevate Desktop app and Mobile app. Exceeding 5 devices causes registration failures and call issues.

The Elevate desktop app turns your computer into a full-featured softphone with calling, voicemail, chat, meetings, and file sharing.

• Platforms: Windows 10+ and macOS Monterey+
• Download: PathWise IT will provide a download link, or download directly from your Elevate account portal
• Sign in: Use the username and password provided by PathWise IT (or your Azure AD credentials if SSO is enabled)

Key features: Calling (Computer mode softphone or Deskphone mode), voicemail, call history, chat with channels, SMS, online meetings with screen sharing, contact directory, and CRM integration (if enabled).

The mobile app extends your Elevate phone to your smartphone, same number, same voicemail, same contacts.

• iOS: Search “Intermedia Elevate” in the Apple App Store
• Android: Search “Intermedia Elevate” in Google Play Store
• Sign in: Same credentials as the desktop app
• Smartwatches: Not supported

After installing, grant all requested permissions (Contacts, Microphone, Notifications, Background App Refresh), missing permissions cause missed calls and notification failures. See the Mobile App, Advanced section for battery optimization steps.

Switch modes in the Elevate app: click the phone icon near your name > toggle Computer/Deskphone. Your desk phone and computer app always share the same extension, both ring simultaneously for inbound calls regardless of mode.

When you first open the Elevate app, it will prompt you to enter your emergency address. This is where 911 will send help if you call from the app. Do not skip this step. If you work remotely or travel, update your address whenever you change locations: Profile Settings > Edit emergency service address.

Set a professional greeting so callers know they’ve reached the right person. Default greetings say “the mailbox of [extension number]”, not great for business.

• Desktop app: Click your profile picture > Settings > Voicemail > Change greeting
• Mobile app: Settings > Call Settings > Voicemail > Change greeting
• Desk phone: Press the Messages button and follow the prompts
• Dial *98 from any Elevate phone and follow the audio menu

Your default PIN is your extension number followed by a zero (e.g., extension 105 → default PIN is 1050). Change it to something secure. Do this in the app under Settings > Voicemail > Change PIN, or by dialing *98 and following the menu.

Click your profile picture in the Elevate app and confirm your status shows Available (green). If it shows Offline or Busy, teammates and the system won’t route calls to you correctly. The app sets you to Available automatically when it’s open, but check after logging in for the first time.

Call a coworker’s extension to confirm two things: (1) you can make calls, and (2) your audio sounds clear on both ends. If you have a desk phone, test that it rings when someone calls your number. If anything doesn’t work, contact PathWise IT at (541) 799-0734.

• Auto Attendant: automated phone answering with custom menus and routing
• Hunt Groups: route calls to teams; includes queue management and reporting
• Call Recording: record calls automatically or on-demand; access recordings in the Recordings tab
• Analytics & Reports: call activity, user performance, and hunt group reporting in HostPilot
• Night Mode: switch after-hours routing on and off manually or on a schedule
• CRM Integration: screen pops, click-to-call, and automatic call logging in Salesforce, HubSpot, and more

HostPilot (also called Control Panel) is the Intermedia web portal where administrators manage your entire Elevate account. Access it at cp.serverdata.net with your administrator credentials. It is separate from the Elevate desktop app, end users don’t log in here.

HostPilot supports multiple admin roles with different access levels. The Technical Administrator role with Elevate sub-role has full access to all Elevate settings including reports. The Security Manager role is required for SSO and Azure integration setup. Contact PathWise IT to adjust admin roles for your team.

• New user setup and phone number assignment
• Auto Attendant changes (greetings, routing, menus, holiday schedules)
• Hunt Group additions, changes, and reporting configuration
• Number porting from your previous carrier
• Desk phone troubleshooting and replacement
• Call recording configuration and retention settings
• CRM integration setup and troubleshooting
• Network assessments and VoIP quality troubleshooting
• Teams integration (Direct Routing, Embedded App, Presence Sync)

• Change your voicemail greeting and PIN
• Update your call forwarding settings
• Set your presence status and E911 address
• Access call history and voicemail from the app
• Run call reports in HostPilot (admins)
• Add or swap phone numbers for users (admins)
• Configure line keys on desk phones (admins)

Elevate gives you four different apps to choose from depending on your device, workflow, and organization setup. You don’t have to pick just one, many people use the desktop app at their desk and the mobile app when away.

• This is your main work computer and you want the best, most complete experience
• You need Outlook integration for presence, click-to-call, or meeting scheduling
• You use a Poly/Plantronics headset
• You manage a Contact Center queue as a supervisor
• You don’t want to be logged out after 24 hours
• You want to see the Hunt Group name on incoming calls

• You’re on a Chromebook or a computer where you can’t install software
• You’re using a shared or temporary workstation
• You need quick access from any computer without setup
• You use Chrome or Edge and don’t need Outlook integration or Poly headsets

• You’re on your phone, the web app does not support mobile browsers
• You need to receive calls or texts when away from your desk
• You want your business number to ring on your cell phone without giving out your personal number

• Your organization uses Microsoft Teams for internal chat and collaboration
• You have an Elevate for Teams license (Teams Express, Essentials, Pro, or Enterprise)
• You want Elevate calling to appear inside Teams rather than as a separate app

The Elevate Web App is a browser-based version of Elevate that lets you make calls, chat, send SMS, join meetings, and manage your communications without installing any software. It’s especially useful on shared workstations, Chromebooks, or computers where you don’t have permission to install applications.

Access URL: https://elevate.serverdata.net

Login: Your Elevate email address and password, the same credentials you use for the Elevate desktop and mobile apps. If your organization uses Azure SSO, you can sign in with your Microsoft credentials.

The first time you use the web app, Chrome or Edge will ask for permission to use your microphone and play sound. You must allow both for calls and notifications to work.

If you missed the permission prompt or calls have no audio:

• Chrome: Go to Settings > Privacy and Security > Site Settings > find elevate.serverdata.net > set Microphone and Sound to Allow
• Edge (for 3-way calls): Go to edge://settings/content/mediaAutoplay > change Default from Limit to Allow

• Sessions expire after 24 hours: you’ll be automatically logged out and need to sign back in. If you need to stay logged in continuously, use the Desktop or Mobile app instead.
• Away status activates when you switch browser tabs: on the Desktop App, Away only activates after 3 minutes of no mouse/keyboard activity. On the web app, simply clicking to another tab triggers it.
• Notifications stop when the browser is closed: if you close Chrome or Edge entirely, you won’t receive incoming call rings or message notifications.
• Don’t open it in multiple tabs: having the web app open in two or more browser tabs causes duplicate ring tones and duplicate message notifications. Keep only one tab open at a time.

The Calling section (phone icon in the left rail) opens a contacts directory by default, the dialpad is hidden. To open it, click the 9-dot grid icon in the top right corner of the contacts panel. This toggles the dialpad panel on the right side of the screen.

Once open, type a number into the “Phone number” field or click the dial keys, then press the green call button.

The “+” tab at the end of the contact tabs opens a “Create group” modal. This creates a contact group (a way to organize contacts), not a phone ring group or Hunt Group. Ring groups are configured by PathWise IT in HostPilot.

Hover over any contact in the list and a call button appears. Clicking it dials using your currently selected calling device (computer softphone or desk phone). You can also click a contact to open their profile and call from there.

The Call History section (clock icon in the left rail) has three tabs:

The number shown on the Call History icon (e.g., “14”) represents your unread missed calls: not messages, not alerts. It clears when you view the Missed tab. There is no label explaining this in the app, so it’s easy to miss.

Hover over any call row to reveal quick action buttons:

The “Call recordings & recaps” tab shows empty until call recording is enabled. This is an admin setting in HostPilot, users cannot enable it themselves. Contact PathWise IT at (541) 799-0734 to have call recording turned on for your account or specific users.

HostPilot uses two distinct terms that are easy to confuse. Understanding the difference is important for anyone managing the system:

Account Contacts can be assigned specific administrative roles in HostPilot. Common roles include:

• Technical Administrator: full access to configure Elevate services, users, and settings
• Billing Administrator: access to invoices, subscriptions, and payment settings
• Security Manager: manages account-wide security settings including 2FA enforcement

2FA for HostPilot is configured at the Account Contact level, not the Elevate User level. If you see a banner in HostPilot warning that admin 2FA is disabled, this means Account Contacts are not required to use 2FA to log in. PathWise IT recommends enabling this for all accounts.

To enable 2FA: contact PathWise IT or navigate to HostPilot > Account > Security and configure 2FA enforcement under the Security Manager role settings.

Wrap-up time gives agents a buffer after each call ends before the next call routes to them. It can be configured at two levels:

When universal agent wrap-up time is enabled in Settings, it takes precedence over every individual Hunt Group’s own wrap-up setting. This means:

• All agents in all Hunt Groups get the same wrap-up duration after every call
• Individual group wrap-up settings are ignored while the universal setting is active
• Disabling the universal setting restores each group’s own configuration

1. Go to HostPilot > Services > Elevate > Settings > Hunt groups.
2. Toggle Enable universal agent wrap-up time to on.
3. Enter the number of seconds for all agents to wait between calls.
4. Click Save. The setting applies immediately across all Advanced Hunt Groups.

Advanced Hunt Groups are premium call queues with agent management, supervisor dashboards, real-time monitoring, and detailed reporting. They are available as an add-on, contact PathWise IT if you’re interested.

Users can be added as Agents (receive calls) or Managers (monitor and manage agents).

1. In the Elevate Desktop App, click your avatar (bottom-left) to open Settings.
2. Navigate to Agent Settings.
3. Find your Advanced Hunt Group in the list and click Log In or Log Out.

You will not receive queue calls while logged out. Log in at the start of your shift and log out when leaving.

After each call ends, the system gives agents a configurable number of seconds before routing the next call, this is wrap-up time. Use it to log notes, update your CRM, or prepare. The duration is set by your admin. If you’re in two Hunt Groups, wrap-up only applies to the group whose call you just finished.

Admins configure these in HostPilot > Elevate > Groups > [Advanced Hunt Group] > General tab.

Managers see an Advanced Hunt Group Monitor icon in their Elevate Desktop App. Click it, then choose your group from the dropdown.

Two tabs are available: Monitoring (live calls and agent statuses) and Reporting (historical data).

You can escalate in order: Monitor → Whisper → Barge. Managers can also log agents in or out from the Agents panel.

The queue contact card in the Elevate app shows live stats with color coding:

• Calls in queue: Green (< &frac34; full) / Yellow (≥ &frac34; full) / Red (at max capacity)
• Average wait time: Green (under SLA) / Yellow (at SLA) / Red (double SLA)

Configure your SLA target in HostPilot > Elevate > Reports & Analytics > [Hunt Group] > Settings (gear icon).

From the Monitor page, click the Reports icon and choose:

• Launch Reports: opens detailed historical reports in your browser
• Launch Wallboard: opens a real-time display dashboard (shareable link, can be shown on a TV)

1. Run the network test: Go to mcs.sea.telecomsvc.com/myspeed/support from a computer on your office network. This tests bandwidth, voice quality, and firewall configuration and generates a report.
2. Check SIP ALG: Log into your router and confirm SIP ALG is disabled. This is a common cause of call issues, see the Network & Security section for details.
3. Switch to wired: If using Wi-Fi, connect your phone or computer to Ethernet instead.
4. On mobile: Try switching from Wi-Fi to cellular data (or vice versa). Also try enabling TLS: tap your profile picture > Call Settings > Enable TLS.
5. Try the hotspot test: Connect your computer to your phone’s cellular hotspot. If the issue disappears, the problem is your office network or ISP.

• Exact time and date of the dropped calls (last 24 hours preferred)
• Which phones or devices were affected
• Whether the drops happen all the time or only at certain hours
• Your internet provider, router model, and switch model
• Network test results from the link above

The Elevate app registers with Intermedia’s servers to send and receive calls. Registration failure means this connection couldn’t be established, usually a network, permission, or DNS issue.

1. Switch networks: Toggle between Wi-Fi and cellular data. If registration succeeds on one but not the other, the problem is network-specific.
2. Disable VPN: VPNs frequently interfere with VoIP registration. Temporarily disable any active VPN and try again.
3. Check DNS: Try changing your DNS to Google’s public DNS (8.8.8.8 and 8.8.4.4). Incorrect DNS routing is a common cause of registration failures.
4. Restart the app completely: Force-stop the app (don’t just close it) and relaunch. On Android: Settings > Apps > Elevate > Force Stop. On iOS: swipe up on the app to force-close it.
5. Check firewall / port access: Ensure your firewall allows traffic on TCP 5060, 5061, and UDP 10000 to 55000. See the Firewall Ports article in Network & Security.
6. Re-login: Log out of the app completely and log back in with your credentials.
7. Reinstall: Uninstall and reinstall the app as a last resort before contacting support.

If none of the above resolves it, gather logs before contacting PathWise IT:

• Desktop app: Click profile picture > Application Settings > Export logs to file
• Mobile app: My Account > Send Feedback (logs are automatically attached to the draft email)

Include: exact timestamps of the issue, which network you were on, and your device/OS version.

Transcription must be enabled separately for each object in HostPilot:

• User voicemail: HostPilot > Elevate > Users > [User] > Voicemail tab > check Enable Voicemail Transcription AND Send notifications via email AND Include voicemail transcription
• Hunt Group voicemail: Elevate > Groups > [Group] > Voicemail settings
• Company voicemail: Elevate > Settings > Voicemail settings
• Voicemail Box resource: Resources & Utilities > [Voicemail Box] > Voicemail settings

Note: transcription availability depends on the assigned Elevate license type, not all plans include it.

If transcription is enabled but email notifications aren’t arriving:

1. Verify the correct email address is set in the Voicemail Notification section for that user/object
2. Check your spam/junk folder
3. Ask your IT team or email host to whitelist the following domains: this resolves most delivery failures:
   • accessline.com
   • telecomsvc.com
   • [email protected]
   • notify.accessline.com
   • sea.adxdsn.accessline.com / nyc.adxdsn.accessline.com
4. After whitelisting, leave a test voicemail and confirm delivery

To enable SMS voicemail alerts: check Send SMS notification in the voicemail settings and enter the destination number. Notifications come from short code 66746. To stop: text STOP to 66746 from the destination number. To restart: text START.

Screen sharing uses TCP port 3478. If screen sharing is blocked at a corporate firewall, ensure this port is open. Some firewalls restrict it even when other ports are open.

1. Update the app: Always try updating to the latest version before other troubleshooting
2. Kill all app tasks: Open Task Manager (Windows) or Activity Monitor (Mac), find all Elevate processes and end them, then relaunch
3. Clear the app cache:
   • Windows: Quit Elevate > open File Explorer > type %APPDATA% in the address bar > delete the Elevate folder > relaunch
   • Mac: Log out and close Elevate > Finder > Go > Go to Folder > ~/Library/Application Support/ > delete the Elevate folder > reinstall
4. Reinstall: Uninstall Elevate, then download and install a fresh copy
5. Check antivirus / security software: Some antivirus programs prevent the app from writing to the Windows Registry during updates. Temporarily disable security software during reinstallation if the app fails to update
6. Try another machine: If the issue only occurs on one computer, it points to a local software conflict rather than an account issue

If the app opens: Click profile picture > Application Settings > Export logs to file

If the app won’t open (Windows logs): Open File Explorer > type %appdata%\Elevate UC\logs in the address bar > collect all files in that folder

If the app won’t open (Mac logs): Finder > Go > Go to Folder > ~Library/Application Support/Elevate UC/logs > collect all files

Include with your logs: app version, OS version, computer type (laptop/desktop), call mode (softphone or deskphone), and exact timestamps of crashes.

The Elevate mobile app uses push notifications to alert you of incoming calls. If your device’s push notification permissions are missing or restricted, calls won’t ring. Note: Apple and Google control push notification delivery, Intermedia cannot guarantee 100% delivery in all conditions.

Go to iOS Settings > Elevate and verify all of these are enabled:

• Contacts
• Microphone
• Background App Refresh
• Mobile Data
• Notifications > Allow Notifications

Go to Settings > Apps > Elevate:

• App Permissions: Contacts, Microphone, Phone, Storage, all enabled
• App Data Usage: Mobile Data, Wi-Fi, Background data, all enabled
• Battery Optimization: Settings > Apps > ⋮ (three dots) > Special access > Optimize battery usage > All > scroll to Elevate > Disable

• Disable “Enable native calls” in Elevate app Settings, this often improves push notification reliability on Android
• Check battery optimization settings (Samsung, Xiaomi, and Motorola users have additional manufacturer-specific settings, see the Mobile App Advanced section)
• Ensure you are running the latest version of the Elevate app
• Log out completely and log back in

Some statuses change automatically; others are manual. Key automatic behaviors:

• Away: set automatically when your computer is locked or idle for 3 minutes
• Offline: set automatically when all your Elevate apps go offline (no active connection)
• On call / In a meeting: set automatically when you’re on a call or in a meeting
• Do Not Disturb, Busy, On break, Out sick, On vacation, Off work: all manual; apply across ALL devices simultaneously (desk phone included)

1. Check your internet connection
2. Log out of the app completely and log back in
3. If the issue persists, export logs (profile picture > Application Settings > Export logs) and contact PathWise IT at (541) 799-0734

If you manually set Do Not Disturb, Out sick, On vacation, or Off work, a notification banner appears at the top of the app with a Turn Off button. Click it to return to Available. These statuses do not auto-clear, you must turn them off manually.

If you’re stuck in Away status and don’t want to be set Away when your computer is idle, you can keep the Elevate mobile app active, your status will then show Available rather than going Offline when the desktop is idle.

You can add a custom message (up to 40 characters) that other users see alongside your status. Click Set your status message in the app. This doesn’t change your actual presence status, it’s just an informational note.

There are two distinct message states, make sure you know which one you’re dealing with:

1. Tap or click Resend on the failed message
2. Check your internet connection is stable
3. Verify your presence status shows Online, Busy, or On Call, if it shows Offline, resolve that first (see the Presence article above)
4. Log out and log back into the app
5. If the issue continues, export app logs and contact PathWise IT at (541) 799-0734

• The desktop app only starts searching after you type at least 3 characters
• Contacts must have at least one phone number assigned to appear in search results
• Check you’re using the correct view: Contact vs. Group
• Confirm with your admin that the person is set up as an Elevate user on the account

1. Search “Elevate Extension” in the Chrome Web Store and install it
2. Accept the requested permissions
3. The Elevate icon appears in the upper right of Chrome
4. The Elevate desktop app must be installed and running for click-to-call to work

• Click-to-call: Hover over any phone number on a webpage to see the Elevate call icon
• Start Online Meeting: Click the extension icon to launch a meeting from your browser
• Google Calendar integration: Add Online Meeting links directly to Google Calendar events

Supported languages: English (US & UK), German, French, Italian, Japanese, Dutch, Russian. The extension language follows your OS language setting.

1. Confirm you’re using a good RJ-45 Ethernet cable, inspect for damage, reseat both ends, swap with a known-good cable.
2. Check that the correct ports are being used on both the phone and the switch.
3. Power cycle the phone (unplug 30 seconds).
4. Check the link light on the phone, even intermittent flashing indicates a connection.
5. Confirm there are no VLAN, port security, or PoE settings on your network switch that could be blocking the phone.

Review the complete call flow of your Auto Attendant or Hunt Group, look for inconsistencies in Receptionist Groups, schedules, menu options, timeout destinations, and Events or Call Routing Overrides that may be active.

If calls ring on the wrong user’s phone:

• Check that user’s Call Forwarding profile: look for any active forwarding to unintended extensions.
• Check for Busy Lamp Field (BLF) or Remote Line Keys on the device that’s incorrectly receiving calls.

If your internet or power is out, your Auto Attendant continues routing calls per its current settings until it times out to an extension. If that extension is also offline, calls go to that extension’s voicemail by default.

To reroute all calls during an outage: Log into HostPilot and enable Call Routing Override on your Auto Attendant, forwarding to a cell phone. If your internet is also down, call PathWise IT and we can enable it for you.

Users with Elevate Mobile App and cellular data can continue receiving calls normally during an office internet outage.

Run the network quality test at https://mcs.sea.telecomsvc.com/myspeed/support and share the results with PathWise IT. Look for packet loss above 2%, latency above 250ms, or jitter above 100ms as indicators of network issues.

Contact PathWise IT before and after any move or ISP change. We’ll run a bandwidth test at your new location and update your 911 address to ensure emergency services can locate you correctly.

Power over Ethernet (PoE) lets a network switch deliver both data and electrical power through a single Ethernet cable, no separate power adapter needed. All Yealink phones sold by PathWise IT support PoE.

To use PoE, your network switch must support it. Unmanaged switches without PoE capability will not power phones via Ethernet, you’ll need a power adapter (PSU) in that case.

1. Check the power source: Is the phone connected to a PoE switch port, or does it have a power adapter plugged in? Try swapping with a known-working adapter or port.
2. Check the Ethernet cable: Inspect for visible damage. Reseat both ends. Try swapping with a known-good cable.
3. Check the switch port: Some managed switches have PoE budgets, if too many devices are drawing power, newer devices may not get power. Check your switch’s PoE budget.
4. For Yealink phones with a PSU option: Connect a power adapter directly to confirm the phone itself works. If it powers on with a PSU but not PoE, the issue is the switch or port.
5. Power cycle: Unplug the phone for 30 seconds, then reconnect.

Yealink phones use 802.3af PoE (standard 15.4W per port). Most unmanaged and managed switches support this by default. If your switch requires manual PoE power class configuration, your IT team will need to set it, PathWise IT cannot configure third-party switch PoE settings remotely.

The most common cause is missing browser permissions. Chrome and Edge must be explicitly allowed to use your microphone and play audio for the web app.

1. In Chrome: go to Settings > Privacy and Security > Site Settings. Find elevate.serverdata.net and set both Microphone and Sound to Allow.
2. In Edge: same path under Settings > Cookies and site permissions > Microphone / Sound.
3. Reload the web app after changing permissions.

The web app requires browser notification permission to ring for incoming calls. Check that notifications are allowed for the site, same path as microphone permissions above. Also confirm you’re using Chrome or Edge; other browsers are not supported.

If the browser is closed entirely, you will not receive any notifications. The web app only works while the browser is open and the tab is active or backgrounded (not closed).

On the web app, your status switches to Away whenever the Elevate tab is not the active tab in your browser, even if you’re actively working in another tab. This is different from the Desktop App, where Away only activates after 3 minutes of no mouse or keyboard activity.

Fix (Chrome): Go to Chrome Settings > Performance and add elevate.serverdata.net to the “Always keep these sites active” list. This prevents Chrome from deprioritizing the tab when you switch away.

If you hear calls ringing twice or see the same message notification appear more than once, you have the Elevate Web App open in more than one browser tab, or you’re running both the web app and the Desktop App at the same time on the same computer.

Fix: Close all duplicate tabs and keep only one Elevate web app tab open. If you’re also running the Desktop App, close the web app tab and use the desktop app only.

The web app session expires after 24 hours and you’ll need to sign back in. This is by design, the desktop and mobile apps don’t have this limitation. If you need to stay continuously logged in without interruption, use the Elevate Desktop App or Mobile App instead.

Clearing browser cookies also logs you out immediately. If you’re using a browser that clears cookies on close, you’ll need to log in every session.

If you’re stuck on the welcome tour and can’t find the Next button, your browser zoom level is too high. Press Ctrl + 0 (Windows) or Cmd + 0 (Mac) to reset zoom to 100%, then try again.

This indicates a connectivity issue between the web app and Intermedia’s servers. Wait a few minutes, check your internet connection, and try again. If the issue persists, contact PathWise IT at (541) 799-0734.

A Receptionist Group routes incoming calls to a set of users before the Auto Attendant answers. During the Receptionist Group’s active hours, calls ring the assigned receptionists first, only if unanswered do they fall through to the Auto Attendant. This is ideal for businesses that want a live person to answer when available, with the AA as a fallback.

1. Navigate to HostPilot > Elevate > Auto Attendants > select an Auto Attendant
2. Click the Receptionists tab > Create Receptionist Group
3. Configure: Group Name, Display Name (shown on phone screen when a call arrives), Timeout, and Schedule Type (Weekdays, Custom, or 24×7)
4. Add users or external phone numbers to the group
5. Click Create Receptionist Group

After creation, edit the group to access additional options (see below). Default ring type on creation is Ring All (maximum 35 receptionists). This can be changed after creation to allow more members.

• Max callers on hold: when reached, additional callers are sent to the Timeout destination
• Receptionist wrap-up time: seconds after a call ends before the agent receives another
• Hunt next receptionist after: seconds to ring one agent before trying the next (not available for Ring All)
• Route calls while on personal calls: when enabled, receptionists receive queue calls even if already on a non-group call
• Send to timeout when no one is logged in: immediately routes to timeout if no receptionists are active
• Music on Hold: configure per group via Receptionist Group Settings > Music on hold

Line keys are programmable buttons on your desk phone that can be configured as speed dials, BLF monitors, hunt group login/logout toggles, call park monitors, and more. Configure them in HostPilot at: Services > Elevate > Devices > [Device Name] > Line Keys tab. After saving all key changes, click Reboot device to apply.

• Do not configure BLF on phones that are members of simultaneous Hunt Groups, this causes SIP packet saturation and call quality issues
• Polycom VVX 150 phones do not support BLF
• BLF LED behavior can be customized (solid, slow blink, fast blink, alternating), contact PathWise IT to configure LED mode

• Copy from another device: Devices > [Device] > Copy settings from another device, copies all keys except custom ones; overwrites all existing keys on the target; Line 1 is never copied
• Share to other devices: Share settings to other devices, push a config to up to 10 devices of the same make and model at once

Call Waiting lets you receive a second incoming call while already on an active call. When enabled, you’ll hear a beep or see a visual indicator and can choose to answer, hold the current call, or send the new call to voicemail. When disabled, new calls are rejected or sent directly to voicemail.

Call Waiting is enabled by default on all Elevate-provided phones.

1. Press Menu
2. Go to Features > Call Waiting
3. Toggle Call Waiting (and optionally the tone) ON or OFF
4. Press Save

1. Press the OK key to enter the main menu
2. Select Call Features > Call Waiting
3. Use Up/Down keys to select Status; Left/Right keys to select Tone
4. Press Save soft key

1. Press Home button
2. Go to Settings > Basic > Preferences
3. Scroll down to Call Waiting and toggle Enabled/Disabled

In HostPilot (admin): Services > Elevate > Users > [User] > Caller ID tab. Options: user’s own DID, any number on the account (e.g., the AA number), or Anonymous.

In the Elevate desktop or mobile app: Navigate to Call Settings. Choose from: personal DID, Anonymous, an Auto Attendant number, or a Hunt Group number the user belongs to.

Changes apply immediately across all the user’s devices (desk phone, desktop app, and mobile app).

Default CNAM (applies to all numbers not individually customized): HostPilot > Services > Elevate > Settings > Default CNAM tab.

Per phone number: HostPilot > Services > Elevate > Phone Numbers > click the CNAM link for the number you want to change.

• CNAM is associated with the phone number, not the user, changing CNAM for a number affects all objects that use it as their outbound Caller ID
• North American CNAM: 2 to 15 characters, alphanumeric and spaces only, no more than 6 numeric characters, values are forced to UPPERCASE
• CNAM cannot be set for toll-free numbers
• Intermedia submits CNAM updates to the database every Monday at 10:30 AM PT. Changes typically appear by Thursday of the following week, allow up to 72 hours for propagation
• Some carriers may show outdated CNAM for several weeks, Intermedia cannot control third-party database update schedules

Navigate to Services > Elevate > Phone Numbers to see all assigned and unassigned numbers. Each user and Auto Attendant always has one Primary number (labeled P) and can have one Additional number (labeled A). Export the full list to CSV via the Export to CSV button.

1. Elevate > Phone Numbers > Add phone numbers > Local
2. Choose: For my location / Specify area code and prefix / ZIP code
3. Select desired numbers and click Add phone numbers

If no numbers are available for a specific area code and prefix, contact PathWise IT at (541) 799-0734.

1. Elevate > Phone Numbers > Add phone numbers > Toll-Free
2. Choose a toll-free prefix (800, 833, 844, 855, 866, 877, 888) and click Show phone numbers
3. Select desired numbers and click Add phone numbers

Note: toll-free numbers cannot be assigned as a user’s Primary number.

• Users: Services > Elevate > Users > [User] > Elevate tab > Assign phone number
• Auto Attendants: Services > Elevate > Auto-Attendant > [AA] > Settings button > Assign phone number
• Hunt Groups: Services > Elevate > Groups > [Group] > Assign phone number link

Allow 30 to 60 minutes propagation time after assigning a number before it becomes fully active.

• Numbers can only be deleted when unassigned: first unassign, then delete
• To swap primary numbers between two users: swap one user’s primary to a spare number first, then swap the second user’s primary to the freed number

A Virtual Extension is an internal extension that forwards calls to a phone number or another extension, without requiring a full Elevate user seat. Common uses:

• Forward calls to a cell phone for someone who isn’t an Elevate user
• Add someone to the Auto Attendant Dial-by-Name directory without giving them an Elevate phone
• Automate dialing into a conference bridge (including entering the PIN automatically)

1. HostPilot > Elevate > Resources & Utilities > + Create > Virtual Extension
2. Assign a Name and Extension Number
3. Set Route to: Phone Number (any number, even outside Elevate) or Extension (any extension on the account)
4. Optionally add Two-Stage Dialing commands (pauses and DTMF digits entered after the call is answered)
5. Set a Location and click Create Virtual Extension

Two-Stage Dialing automatically enters digits after the call is answered, perfect for dialing into a conference bridge and entering the PIN without human intervention:

1. Set Route to as the conference bridge extension or phone number
2. Add a Pause 2 Seconds step (lets the bridge answer and play the PIN prompt)
3. Add Enter Characters with the conference PIN followed by # (e.g., 485216#)

Max dial string: 40 characters (each pause = 1 character; each digit = 1 character).

Configure in the Outbound Caller ID tab after creation. Options: pass through the original caller’s ID, use the virtual extension’s own DID (if assigned), use any user/service number on the account, or block caller ID.

Web Fax gives you a personal fax phone number that receives faxes digitally, no fax machine required. Senders dial your Web Fax number as normal; you receive the fax as a PDF/TIFF/JPG viewable from any web browser, and optionally as an email attachment.

1. HostPilot > Services > Elevate > Resources & Utilities > Create > Web Fax
2. Assign a Name, Phone Number, and Location
3. Click Create Web Fax and confirm charges

Note: you cannot change the phone number assigned to a Web Fax after creation. To change the number, delete and recreate the Web Fax.

Log into the Web Fax interface from HostPilot (admin) or directly at the Web Fax Services portal (users). In the Faxes section you can:

• View, download, or forward received faxes (PDF, TIFF, or JPG format)
• Store faxes for up to 90 days; storage limit is 1,024 pages
• Send faxes: upload up to 5 documents or 50 pages (100 MB total) via the Send a Fax tab
• View sent fax log with delivery status

In Web Fax Settings > Notification tab, configure:

• Email address for new fax notifications
• Delivery format: attach the fax as a PDF in the email, or include a link (link-only is more secure, requires PIN login to view the fax)
• Notifications for Sent Fax Delivered and Sent Fax Failure events

The PIN (6 to 10 digits, cannot start with 0) is required to log into the Web Fax interface. Admins reset PINs in HostPilot > Resources & Utilities > [Fax Name]. Users reset PINs from within the Web Fax interface if they know the current PIN.

Elevate includes a built-in paging feature that sends live voice pages to compatible SIP-enabled devices, overhead speakers, IP speakers, intercoms, and paging servers. Devices are added as AnyPhone BYOP resources and joined to Paging Groups. The default All Page group (extension 9100) rings all paging devices simultaneously.

• CyberData: V3 VoIP Paging Server (multi-zone, analog system bridge), V2 IP Ceiling Speaker (PoE)
• Algo: 8180, 8188, 8301 (IP speakers, intercoms, strobe lights, paging adapters for legacy analog systems)
• Any SIP-compliant paging device registered as AnyPhone BYOP

1. Add the device in HostPilot as an AnyPhone BYOP device (Elevate > Devices > Add Devices > Setup your own device)
2. Create a Resource account (Resources & Utilities > Create > Resource) and assign the device to it
3. Retrieve SIP credentials (Elevate > Devices > [Device] > Get credentials)
4. Enter the SIP credentials in the paging device’s web interface:
   • SIP Domain/Server → Server
   • SIP User ID → SIP User Name / Authentication ID
   • Password → Authentication Password
5. Set Remote SIP Port to 6060; Local SIP Port to 6000 + extension number (e.g., ext 112 → port 6112)
6. Reboot the device; verify registration in HostPilot > Quality > Current Device Status

1. HostPilot > Elevate > Groups > Create new group > Paging group
2. Name the group and note its Group Number (4-digit extension to dial to page that group)
3. Add paging devices to the group from the device dropdown

Dial the Group Number from any Elevate phone to send a live voice page to all devices in that group.

The Calling tab in the Elevate desktop app shows your contact directory with real-time presence status, effectively a built-in Receptionist View. It’s also the interface that automatically opens when you initiate a call transfer on an active call.

Use the search bar to find contacts by name, number, job title, department, or email. Use the + button to create a new custom group.

While on an active call, hover over any contact in the Calling tab to see transfer options:

• Warm transfer: speak with the receiving party before completing the transfer
• Blind transfer: transfer immediately without speaking to the receiving party
• Voicemail transfer: send the caller directly to the contact’s voicemail

To transfer to an external number: click the dial pad icon, enter the number, and choose Warm or Blind transfer.

Call Forwarding lets you control exactly how your incoming calls are handled, which devices ring, in what order, for how long, and where calls go if unanswered. It uses profiles that can be scheduled, toggled, and prioritized.

Where to find it: Elevate Desktop App > Profile picture > Call Settings > Call Forwarding. Admins can also manage it in HostPilot > Services > Elevate > Users > [user] > Call Forwarding tab.

Every user has two built-in profiles that cannot be deleted:

• Default profile: rings all your devices simultaneously for 30 seconds, then sends to voicemail. Active whenever no higher-priority custom profile matches.
• Default: Silent mode: governs what happens during Do Not Disturb, Out Sick, On Vacation, or Off Work. By default sends directly to voicemail.

Destinations can be mixed. Calls always work top-to-bottom through the destination list.

1. Go to Call Forwarding and click + Create profile.
2. Name it and choose a Schedule: Any time, Business hours, or Events (specific dates).
3. Set Incoming Call Type (any, internal, external, or specific callers) and Presence Status conditions.
4. Set Forwarding Type: Silent mode (to voicemail) or Destination Order (ring devices in sequence).
5. Toggle the profile Active. Higher profiles in the list take priority.

A Pickup Group lets multiple users answer calls ringing at any member’s phone, without physically being at that desk. When a call rings on any member’s device, anyone in the group can pick it up using a feature code.

Dial *97 followed by the Pickup Group’s extension number to answer a ringing call. If multiple calls are ringing, the longest-ringing call is answered first.

1. Log into HostPilot > Elevate > Groups > Create Group.
2. Select Call Pickup Group and click Proceed.
3. Enter a Name and extension, then click Create pickup group.
4. Go to the Members tab > Add new agent > select users > Add.

In the Call Forwarding settings, each profile has a Forwarding Type with two options: Destination Order (ring your devices) and Silent mode. The name is misleading, “Silent mode” does NOT just silence your ringer. It means:

• If voicemail is enabled: all calls go directly to voicemail, bypassing every device
• If voicemail is not enabled: calls are dropped and callers hear a busy signal or disconnect

This is the same behavior that activates automatically when your status is set to Do Not Disturb, Out Sick, On Vacation, or Off Work, the “Default: Silent mode profile” handles those statuses.

Silent mode in a forwarding profile is most useful when you want calls to go to voicemail automatically under specific conditions, for example:

• After business hours (create a profile with Business hours schedule → outside those hours → Silent mode)
• When you’re in a specific presence status like “In a meeting”
• For external callers only, while still ringing through for internal colleagues

In Elevate, you cannot type a number to block from the Call Blocking settings page, the blocked numbers list is view-only there. To block a number, you must do it from Call History or Voicemail.

From Call History:

1. Open the Call History section (clock icon in the left rail).
2. Find the call from the number you want to block.
3. Hover over the row, action icons appear.
4. Click the Block number icon (circle with a slash).

From Voicemail:

1. Open the Voicemail section.
2. Click the voicemail from the number you want to block.
3. In the detail panel, click Block number.

Blocked calls are automatically redirected to your voicemail: the caller is not told they’re blocked. The call doesn’t ring your phone at all. You can still see the attempt in Call History.

These are two different actions that appear next to each other, it’s easy to click the wrong one:

You can do both, block the number for yourself AND report it as spam.

Elevate automatically analyzes inbound calls using carrier-level spam and fraud detection. Calls are categorized into three tiers, each with its own default handling:

These tags appear on the caller ID display on desk phones and in the Elevate app. They do not affect call routing unless you change the behavior.

Go to HostPilot > Services > Elevate > Settings > Spam calls. For each category, choose from:

• Block: call never rings through
• Tag: call rings through with [SPAM] or [SPAM?] prepended to caller ID
• Tag and send to voicemail: call goes directly to voicemail with the tag
• Do nothing: call rings through with no label

These are two different systems. Spam call handling (Settings > Spam calls) is automatic and carrier-driven, you control how the tags and blocking behave. Call Blocking (Settings > Call Blocking) is manual, you or your admin add specific numbers or enable anonymous call blocking directly.

1. Log into the Web Fax portal using your fax number (with country code) and fax PIN.
2. Click the Send a Fax tab.
3. Upload up to 5 documents (max 50 pages total). Multiple files are merged into one fax.
4. Enter recipient fax number(s) or email address(es). Separate multiple with a semicolon.
5. Optionally add a cover sheet, footer, or subject line, then click Send.

The system makes up to 3 delivery attempts, 5 minutes apart. Keep faxes short, fax calls are sensitive to connectivity issues.

Supported formats include .pdf, .docx, .xlsx, .pptx, .jpg, .png, .txt, .rtf, and many others.

A directory listing submits your business phone number and name to the public telephone directory, the database used by 411 directory assistance and reverse-lookup services. This makes your business findable by name for callers who don’t already have your number.

This is separate from CNAM, which controls what your outbound caller ID name shows when you call someone. A directory listing is what people find when they search for you.

1. Log into HostPilot > Services > Elevate > Phone Numbers.
2. Click Request Directory Listing.
3. Enter your business name and address exactly as you want them to appear.
4. Submit. Directory updates typically take 4 to 6 weeks to propagate across all databases.

Elevate applies automatic audio processing to your calls, this includes noise reduction (removing background noise), echo cancellation, and automatic volume leveling to keep your voice consistent. For most users, the default settings work well and require no adjustment.

If you’re experiencing specific audio problems or using specialized equipment, you can take manual control of these settings.

In the Elevate Desktop or Web App:

1. Click your avatar (initials) at the bottom of the left rail to open Settings.
2. Go to Audio Settings.
3. Toggle on Customize audio processing settings.
4. Individual controls appear for noise suppression, echo cancellation, and automatic gain control, toggle each on or off independently.
5. Click Save changes.

The Elevate Auto Attendant is an automated system that answers inbound calls and lets callers navigate options by pressing keys on a touchtone phone. It serves as the central hub of your call flow, routing calls to users, hunt groups, voicemail, submenus, or external numbers based on the time of day, day of week, or special events.

Supported formats: .MP3, .WAV, .OGG. You can create these using any recording software or phone voice memo app.

1. Log into HostPilot Control Panel.
2. Navigate to Services > Elevate > Auto Attendant.
3. Click your Auto Attendant name > click the relevant menu > click the file name next to Greeting.
4. Select Upload greeting from the dropdown. Choose your file and upload.

You’ll need the Auto Attendant’s phone number and its greeting PIN (found in Control Panel under the AA Settings).

1. Make sure a default greeting is already uploaded (recording over nothing won’t work).
2. Dial the Auto Attendant’s phone number from any phone.
3. While the greeting plays, press *5.
4. Enter the greeting PIN and press #.
5. Enter the menu number when prompted (found in Control Panel next to the Greeting link), then follow prompts to record.

When an Auto Attendant is created, two default menus appear automatically: Business Hours and After Hours. The After Hours menu is always on and cannot be deleted, it catches any time period not covered by a Business Hours menu. You can create multiple Business Hours menus (e.g., one for mornings, one for lunch).

1. Go to HostPilot > Services > Elevate > Auto Attendant and click your AA name.
2. Click Create Business Hours.
3. Enter a Name and select a Schedule: Weekdays, Custom days, or 24×7.
4. Choose how to build the menu: create blank, pre-populate from an existing menu, or Link to an existing menu (linked menus stay in sync, changes to one update the other).
5. Click Next and configure key assignments.

For each key (0 to 9, *, #), choose what happens when a caller presses it:

Events are special Auto Attendant menus that automatically override your regular business hours schedule on specific dates. Once an event’s time passes, it disables itself automatically. Events always take priority over regular menus.

Events are found under the Events tab of your Auto Attendant in HostPilot.

1. Navigate to HostPilot > Services > Elevate > Auto Attendant > [your AA] > Events tab.
2. Click Add Event.
3. Choose the event type:
   • National Holiday: select from a pre-built list of dates. Quick and accurate for standard holidays.
   • Custom Event: set your own date, schedule, and routing. Note: each custom event can only cover one day. For a multi-day closure, create a separate event for each day.
4. Set up greeting, routing, and Receptionist Group options for the event.

When your AA uses a Receptionist Group, you control when the Event fires relative to it:

• Event before Receptionist Group: Calls go directly to the event menu, bypassing the Receptionist Group entirely.
• Event after Receptionist Group: Calls ring the Receptionist Group first. If unanswered, the event routing takes over.

Call Routing Override redirects all calls coming into your Auto Attendant phone numbers to a single external number or internal extension, instantly, with no delay. It’s designed for office outages, power failures, or any situation where you need to quickly reroute calls to a cell phone or another office.

1. Log into HostPilot > Services > Elevate > Auto Attendant.
2. Find the Call routing override column next to your Auto Attendant (shows “Disabled” or the current forwarding number).
3. Click it, enter the phone number or extension to forward to, and click Save Changes.

Can I forward to multiple numbers? No, only one destination. However, that destination can be a Hunt Group extension with multiple agents.

Why doesn’t it reach the user’s voicemail if unanswered? By design, the override sends to the user only, not their voicemail. Workaround: create a virtual extension pointing to the user, then use the virtual extension as the override destination.

Can users use Elevate Mobile Apps during an outage? Yes, if your internet is down but users have cellular data, they can receive calls through the Elevate mobile app and the system routes normally.

When a caller is placed on hold, Elevate plays music from a playlist. By default, all accounts have a 5-track default playlist that cannot be deleted. You can upload your own tracks and create custom playlists, including different hold music for specific Hunt Groups, Receptionist Groups, or Auto Attendants.

Supported formats: .WAV, .MP3, .OGG (max 16 MB per file). File names may only contain letters, numbers, underscores, and a single dot.

1. Go to HostPilot > Services > Elevate Settings > Music on Hold > Music Library.
2. Click Upload new track.
3. Select your file, accept the Terms & Conditions checkbox, and click Upload.
4. The track is added to your Music Library. Repeat for additional tracks (max 10 per playlist).

1. Go to Settings > Music on Hold > Playlists > Create playlist. Add tracks and name your playlist.
2. To assign to a location: go to Elevate > Locations, click the location, and select your playlist.
3. To assign to a Hunt Group: go to the Hunt Group > Greetings > Music on Hold, and select from the dropdown.
4. To assign to an Auto Attendant: go to AA Settings > General > Music on Hold dropdown.

Elevate SMS lets you send and receive text messages from your business phone number using the Elevate Desktop App or Mobile App. Supported destinations: United States, Puerto Rico, and Canada. International texting is not currently supported.

SMS is plain text, limited to 160 characters (standard) or 70 characters when using emojis or non-Latin characters.
MMS supports images, video, audio, and longer messages. Max file size: 0.8 MB (auto-compressed). Supported by US and Canadian carriers only.

Desktop App: Click the + (Add) icon at the top of the left panel > choose New SMS > enter a 10-digit number or search contacts > type your message > click Send.

Mobile App (Android): Navigate to New Chat at the bottom > choose New SMS > enter recipient > send.

Mobile App (iOS): Navigate to New Chat at the top > choose New SMS > enter recipient > send.

You can also send from a contact card: search for a contact and tap the SMS option directly.

Incoming SMS appears in your Elevate app under the Chat section with an “SMS” label. You’ll also get a missed message notification.

To text multiple people at once, create an MMS Group: click the + icon > New SMS > add multiple recipients > Start conversation. Each participant receives and replies as an individual SMS.

Company Messaging lets a group of users share a single business phone number (such as an Auto Attendant or Hunt Group number) for SMS. Any agent in the group can see and reply to incoming texts, and external customers always see responses from the same company number.

Common uses: customer service SMS inbox, sales team shared line, appointment reminders.

• Company Messaging conversations appear under a separate tab in the left panel of the Elevate Desktop App and in the Messages tab on mobile.
• Each conversation is tagged with the group name so agents know which number the customer texted.
• All agents can see the full conversation history and any agent can reply.
• MMS attachments are supported (same size limits apply).
• Agents can mute conversations, edit conversation names and descriptions, and start new SMS conversations.

Elevate SMS is provisioned for Person-to-Person (P2P) messaging, one-on-one, two-way conversations between two people. This is appropriate for most business communications.

Application-to-Person (A2P) messaging, bulk campaigns, marketing blasts, automated one-way reminders, requires separate registration with The Campaign Registry before sending.

Low Volume Mixed Campaigns (most businesses): no more than 2,000 messages/day, 75 messages/hour.

FCC rules extend DNC protections to A2P text messages. Sending to a DNC-listed number will be rejected with an error. To obtain permission from a specific contact, the recipient can text Approve 1XXXXXXXXXX (your 11-digit number, no spaces or dashes) to 12676070000. You can retry 10 minutes after the approval request.

A Company Messaging Group assigns a shared business phone number, such as your main Auto Attendant number or a Hunt Group number, to a group of users who all share the same SMS inbox. Any agent in the group can see incoming texts and reply, but external customers always see responses from the same company number.

This is distinct from individual user texting. It’s designed for team-based workflows where multiple staff members need to handle inbound text conversations, customer service, appointment scheduling, sales queues, and similar use cases.

• Company Messaging conversations appear in a separate tab in the left panel of the Elevate Desktop App and in the Messages tab in the mobile app
• Each conversation is tagged with the group name so agents know which company number the customer texted
• All agents in the group see the full conversation history, any agent can reply
• External customers receive all replies as SMS from the company number, regardless of which agent responds
• Agents can mute conversations, rename them, and start new SMS conversations with any US or Canadian number
• MMS attachments are supported (same file size limits as standard SMS)

As of November 2025, each company messaging number includes 1,000 SMS/MMS messages per month. Overage billing applies beyond that threshold. Contact PathWise IT to review your usage if you expect high volume.

1. Log into HostPilot > Services > Elevate > Groups.
2. Click the Company messaging groups tab.
3. Click Create group, assign a company phone number (AA or Hunt Group number), and add agent members.
4. Save. Agents will see the Company Messaging tab appear in their Elevate apps within a few minutes.

Channels are group chat spaces inside Elevate, similar to a Slack channel or a Teams channel. They’re useful for ongoing team conversations, project discussions, or department-wide communication. Channels are different from SMS (which goes to external phone numbers) and direct messages (1:1 with a colleague).

To create a channel: click the + in the Messaging section > New channel.

In the Messaging section, all three types appear in the same conversation list. SMS threads are identified by an “SMS” badge next to the contact name.

The first time you open an SMS conversation in Elevate, a modal appears titled “SMS Acceptable Use Policy.” You must click “Accept SMS policy” to proceed. This is a one-time requirement per user.

This is not an error, it’s a required compliance acknowledgment tied to FCC regulations on business text messaging.

By accepting, you confirm that you understand the rules for business SMS:

• Elevate SMS is designed for person-to-person (P2P) messaging: regular two-way conversations with individual contacts
• Using SMS for bulk campaigns, marketing blasts, or automated one-way messages requires separate registration with The Campaign Registry (A2P) and is not permitted without it
• Sending prohibited content (SHAFT, Sex, Hate, Alcohol, Firearms, Tobacco/Cannabis) will result in immediate account suspension with no option to reinstate
• Messaging numbers on the National Do-Not-Call registry without explicit consent will be rejected

All the following permissions must be granted to prevent missed calls, poor call quality, and notification failures.

Go to iOS Settings > Elevate and enable: Contacts, Microphone, Background App Refresh, Mobile Data, and Notifications > Allow Notifications.

Note: Apple Watch Series 4+ users can receive call notification and decline calls from their watch, but answering still requires the iPhone.

Go to Settings > Apps > Elevate:

• App Permissions: enable Contacts, Microphone, Phone, Storage
• App Data Usage: enable Mobile Data, Wi-Fi, and Background data
• Battery: See the Battery Optimization article for critical steps

If calls aren’t coming through or notifications appear briefly and disappear:

1. Verify all permissions above are granted
2. On Android, try disabling Enable native calls in Elevate Settings, this can improve push notification performance
3. If issues persist, gather diagnostic logs from the app (Settings > Send Feedback) and contact PathWise IT at (541) 799-0734 with the time the issue occurred and your network type (Wi-Fi, cellular, VPN)

• Ringtone: Android: Account Settings > Call Settings > Ringing > Ringtone | iOS: Account Settings > Call Settings > Ringtone
• Ring time: Settings > Call Settings > Ringing > Extension (max 120 seconds)
• Silent Mode: Temporarily disable all notifications (calls, messages, voicemails) manually or on a schedule. iOS: Settings > Assistance > Silent mode | Android: Settings > Silent mode

Android’s battery optimization features can kill background apps to save power, including Elevate. When Elevate is restricted in the background, incoming calls may not arrive, and you may see a red banner warning in the app. Battery optimization must be set to Unrestricted or Not Optimized for the Elevate app.

1. Open Settings > Apps (or Apps & notifications)
2. Find and select Elevate
3. Tap Battery or App battery usage
4. Tap Allow background usage > Unrestricted (or Not Optimized)

If you see a red banner in the Elevate app warning about battery restrictions, tap the Settings link in the banner to go directly to the battery setting.

• Settings > Battery and device care > More > Automation > Auto optimize daily → OFF
• Settings > Battery and device care > More > Automation > Adaptive power saving → OFF
• Settings > Connections > Wi-Fi > More > Advanced > Wi-Fi power saving mode → OFF
• Long-tap Elevate icon > App info > Usage/Battery > select Unrestricted

• Settings > Apps > Manage Apps > Elevate > Other Permissions: enable Show on Lock Screen, Display pop-up windows while running in background, Permanent notifications
• Battery saver > No restrictions
• Restrict data usage: enable both Wi-Fi and Cellular

Settings > Notifications > During active call > Disable notification limits for Elevate.

• Mute/Unmute: silences your microphone
• Speaker: toggle speakerphone (Bluetooth audio device uses the OS audio routing)
• Flip the call: move the call to another device (e.g., desk phone)
• Hold: put the current caller on hold
• Dial pad: enter DTMF tones (for IVR navigation or conference PINs)
• Add call (Android: main controls; iOS: More menu), add a second call for conference or transfer
• Switch to Cellular: transfer the active Elevate call to your mobile carrier if call quality is poor; access via More menu or by tapping a Bad quality indicator

Available from the More button during an active call. Recording behavior depends on your administrator’s configuration:

• On-Demand: Manually start, pause, or resume recording. A visual indicator shows recording is active; an audio announcement is played for both parties.
• Automatic: Recording starts automatically when the call begins. You can pause and resume as needed (e.g., for sensitive information).
• Hunt Group calls: HG recording starts automatically when you join; you can pause/resume if permitted. You cannot start personal on-demand recording during a Hunt Group call.

Recordings are available in the Recordings tab after the call, and sent via email if configured.

The upper right corner of the active call screen shows a color-coded quality score: Green (Good), Orange (Medium), Red (Bad). Tap it to see individual metrics: packet loss, jitter, round-trip time, and audio codec. If quality is Bad, you’ll receive a beep + haptic feedback and a suggestion to Switch to Cellular.

You can also tap Report an issue to submit feedback about specific problems (distorted speech, one-way audio, echo, etc.). Reports go to an internal quality dashboard, no follow-up is provided via this button.

Navigate to HostPilot > Services > Elevate > Reports & Analytics. Requires the Technical Administrator role with Elevate sub-role. Reports use the time zone of your main company location.

Historical reports support: Last 3 days, Last week, Last 2 weeks, Last month, and Custom. Using Custom, you can group data by Hour (last 3 days only), Day, or Month.

After running any report, click Save as (top right) to save it. Saved reports appear in the Saved & Scheduled Reports tab. From there, click Add Schedule to email the report automatically at Daily, Weekly, or Monthly frequency. Note: scheduling is not yet available for Historical Voice Calls v2.

Shows the number and duration of calls per user: Total, Unanswered, Inbound, Outbound, and Internal. Available from February 2020 onward.

Important: When a call rings a Hunt Group, it shows as answered for the agent who picked it up and unanswered for all other agents in the group who didn’t. This means the total of answered + unanswered calls will exceed the actual number of calls received. This is by design, use the Call Summary Report if you need a 1:1 call count.

Each call is counted exactly once, regardless of how many users it rang. Provides a true picture of:

• Total Calls, Answered Calls, Unanswered Calls
• Total Call Duration and Average Call Duration
• Trend graph of calls by direction (Inbound, Outbound, Internal) over time

Use this report to understand how many calls your business actually received and what percentage were answered.

A row-by-row breakdown of every call with: From/To names and numbers, direction, answered/unanswered, duration, chargeable duration, and free minutes used. Filter by:

• From/To name or number
• Call direction (inbound, outbound, internal) and answered/unanswered status
• Chargeable vs. non-chargeable calls

Note: when a call ends in voicemail, it is counted as “answered” by the system.

Navigate to Reports & Analytics > Historical Reports > Advanced Hunt Group Reports. Select Group Overview (queue-level) or Agent Performance (individual agent-level), choose a time period, and click Run Report.

Filter by specific Groups and/or Agents. Shows per agent:

• Total calls: received calls including rolled and answered
• Rolled calls: calls that entered the queue but were not answered by this agent
• Total time logged in
• Max Talk Time and Average Talk Time
• Visual diagrams for Talk Time trends and Calls per hour ratio

Shows how calls were handled at the queue level:

Also includes: Call Durations, Call Statistics, Queue Time (excludes immediately connected calls), and Talk Time.

The Service Adoption Dashboard helps admins understand how quickly their team is using Elevate services, Voice, Chat, Meetings, and Apps. Access it at: Services > Elevate > Reports & Analytics > Service Adoption. Data is updated once daily as a snapshot.

• Activation rate = Activated users ÷ Enabled users (e.g., 25 of 100 voice users activated = 25%)
• Active rate = Active users ÷ Enabled users (e.g., 45 of 100 used it last month = 45%)

• Click Voice, Chat, Meeting, or Apps buttons to view Activated and Active trend graphs for each service
• Toggle between Count mode (absolute numbers) and Percentage mode
• Hover over any graph point for exact values and dates
• Click the three-dot menu on any graph to export as PDF or CSV, or view as a table