Managing general settings for a Voice Services User

To access a user's general voice services settings, navigate to Elevate > General.

You may:

  • change the user's extension.
    The detailed instructions can be found in the following Knowledge article: Elevate: How To Manage Extension Numbers
  • swap the primary phone number, as well as assign or remove additional phone numbers.
    Note:     the primary number can be swapped for an available number. If you would like one of the additional numbers that are currently assigned to become the primary number, you would want to unassign it first. To make an additional number available for swapping, click on the red X button next to the number in question. You can also add a new number to the account instead.
    Read the Knowledge article on How To Manage Phone Numbers for more information.
  • change call timeout settings.
  • select a different location for the user.
  • update the user's timezone.
  • disable Voice Services for the user.

General settings

 

Caller ID

To update outbound caller ID for the selected user, navigate to the Caller ID tab. You can select the user's  or any other number on the account  number to be displayed for outbound calls. There is also an option to block outbound caller ID.

Caller ID

 

Call forwarding

To set up Call forwarding or disable it, go to the Call Forwarding tab. 

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The detailed instructions and more information can be found in the following Knowledge article: How Do I Set Up Call Forwarding feature (Forward Calls To Another Number) On Elevate?

Call recording settings

To manage call recording settings, navigate to the Call recording tab.

If call recording is disabled on the account, you would want enable it first to have access to the individual settings for the selected user.

Note: call recording can be enabled only by the account owner.

CallRecordingDisabled

 

If call recording is already enabled, you can:

  • change the call recording type. If on demand is selected, the user will press #9 to start recording. You can also choose to automatically record inbound or outbound calls only, as well as all calls.
    Note: to disable call recording for this particular user, select Disabled and Save changes.
  • increase or decrease the number of days after which to permanently delete call recording files for this user. If you uncheck the box for Auto-delete, call recordings will not be deleted automatically.
  • update the email address used for notifications or add another address. If you uncheck the box for Recording notifications, they will not be sent.

 

CallRecordingEnabled

 

Read the Knowledge article on How To Use Call Recording With Elevate for more information.

Voicemail settings

Navigate to the Voicemail tab to:

  • enable/disable the voicemail box for this user.
  • listen to the current greeting or upload a new voicemail greeting file. Supported audio formats include .wav, .mp3 and .ogg. File size should not exceed 16 MB. 
    Note: to record a new greeting by phone, the user would want to dial their extension from their desk phone, enter their PIN when prompted, then press 3 for personal options and 1 to record a greeting. They can also call their direct number from a remote line, press # when the current greeting starts playing and follow the prompts.
    Alternatively, voicemail greetings can be recorded via Elevate Mobile App. The detailed instructions can be found in the following Knowledge article: Elevate Mobile App: Record Voicemail Greeting 
  • reset the PIN.
    Note: admins do not need to know the current PIN to be able to reset it.
  • set up or update the Operator number. The operator number feature allows a caller to touch 0 to reach a live person after being routed to the user's voicemail box. You can select one of the extensions on the account or an external number.
    Read the Knowledge article on Elevate: Operator Feature     for more information.
  • adjust voicemail autodeletion settings. To enable, check the box for Autodelete voicemail after and chose the number of days. To disable this feature, uncheck the box and Save changes.
    Note: the maximum storage for voicemail is 50 Mb regardless of storage time.
  • enable or disable Voicemail transcription that documents the spoken words from a voicemail. To receive notifications with the transcription on the email address, the Email for voicemail and Include voicemail transcription options should be checked as well.
  • set email address(es) for email notifications and select notification types. If you uncheck the box for Email for voicemail, notifications will not be sent.
  • enable or disable SMS notification about new voicemail messages.

 

Voicemail settings