Elevate Mobile App: Options During An Active Call

Created by Jonathan Rees, Modified on Wed, 1 Jan at 10:46 AM by Jonathan Rees

This article describes actions you can perform in the Elevate mobile application while on an active call.

TABLE OF CONTENTS

Actions During an Active Call
- Receiving a New Call During an Active Call
- How to Transfer a Call
Actions During a Second Call
Actions When Receiving 3 or More Calls
View Real-Time Call Quality

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.

and Mute or Unmute the microphone
Flip the call to another device
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. To disable this option, refer to this article on How to Stop Your iPhone's Side Button from Hanging Up a Call.
or 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.

Under the or More menu you can access additional options:

Add Call (on iOS only) – Select a contact or dial a number via the keypad.
Perform a Warm or a Blind Transfer
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.

Accept the Second Call	Reject the Second Call
The callee can start a conversation with the second caller. On Android, the first call is automatically placed on hold and the second call activates. On iOS, two options are given while the second call is ringing: Hold and Accept: Puts the ongoing call on the Elevate mobile application on hold and accepts a new incoming call. End and Accept: Ends the ongoing call on the Elevate mobile application and accepts a new incoming call. Additionally, when the callee disconnects the second call, they can restart the first call by selecting the restart button.	The callee can continue the ongoing call and stop the second incoming call from ringing. When the second call is rejected, the caller still hears a ring back tone. After a timeout, the call is forwarded to voicemail.

Accept the Second Call

Reject the Second Call

The callee can start a conversation with the second caller.

On Android, the first call is automatically placed on hold and the second call activates.
On iOS, two options are given while the second call is ringing:
- Hold and Accept: Puts the ongoing call on the Elevate mobile application on hold and accepts a new incoming call.
- End and Accept: Ends the ongoing call on the Elevate mobile application and accepts a new incoming call.

Additionally, when the callee disconnects the second call, they can restart the first call by selecting the restart button.

The callee can continue the ongoing call and stop the second incoming call from ringing.

When the second call is rejected, the caller still hears a ring back tone.

After a timeout, the call is forwarded to voicemail.

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 or 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:
1. While on an active call, press the More button.
2. Use the Dial Pad to enter the number manually or choose from the list of contacts.
3. Press the Call button. Your first call will be placed on hold, and the second call with the selected contact will be established.
4. When you ready to transfer your call to the selected contact, press the More button.
5. Press the Complete Transfer button.
On iOS:
1. While on an active call, press the More button.
2. Choose Warm Transfer button.
3. Use the Keypad to enter the number manually or choose from the list of contacts.
4. Press the Call button. Your first call will be placed on hold, and the second call with the selected contact will be established.
5. 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:

Swaptwo 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 or 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.
Transferthe second call to the party waiting on hold.
- Press the or 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 call is received, the same options are available as when a second call is received, except for the Make Conference option which will not appear. During a 4th active call, the user will only have the following options available:

Blind Transfer
Switch to Cellular
Park Call

Refer to the Actions During a Second Call section of this article.

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.