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
| Computer mode | Deskphone mode | |
| Application's purpose | Application is both a soft(phone) and a collaboration hub with contacts, call history, voicemail, messaging, meetings, and presence. | Application enhances the calling experience on the hardware deskphone by enabling users to easily manage contacts, review/return missed calls, listen to voicemail, access other communication and collaboration features. |
| Placing calls | Calls are placed using the app by clicking on the contact or using a keypad. | Calls can be placed by using the hardware phone. Also, you can start a call in the app by clicking on a contact or by using a keypad. If auto-off hook is enabled, interaction with the hardware deskphone is not required. |
| Receiving calls | Calls are accepted or declined using calling notifications or by tapping a call control button on a supported headset (Yealink, Poly). | Calls are accepted or declined on the hardware deskphone or a headset connected to it. |
| Call audio | Computer speaker and microphone or headset connected to computer. | Hardware deskphone or headset connected to it. |
| Active call controls for incoming call from call bar and notification |
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| Active call controls for an active call from call bar |
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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 the Computer mode. When 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 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:
You can find more detailed information about options during an active call for both modes in the article Elevate Desktop App: Options During an Active Call.
How to Change Between Deskphone and Computer Modes
To choose the Computer mode:
- Navigate to Settings > Call Settings.
- Select Computer in the Calling Device section.
- Save changes.
To choose the Deskphone mode:
- Navigate to Settings > Call Settings.
- Select the Deskphone device from the drop-down list.
- 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.
Videos
See the video below on how to set up a Desk phone and headset:
See the video below on how to set up a computer and desk phones with calling devices:
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