An agent that transfers calls through your Elevate
Ipster looks up the right colleague or department in Elevate, checks presence and transfers the caller. You simply keep working with your own PBX.
Ipster and Elevate, directly connected
The actions the agent performs in Elevate
You choose which actions the agent may use. This works for phone calls.
Look up destinations
The agent fetches the colleagues, contacts and departments (hunt groups) from Elevate and looks for the one the caller mentions. If there are several matches, it asks first.
Check presence
For a stand-alone question, such as is Jan in, the agent reads the colleague's current status from Elevate.
Transfer to a colleague
The agent checks availability in the same step and transfers the caller straight away when the colleague is available, without an extra thinking step.
Transfer to a department
If the department has an external number linked, the agent transfers the caller there.
Consult queues
The agent can ask for an overview of the queues in Elevate.
Fetch recordings
The agent can fetch earlier call recordings from Elevate, optionally for a period or a colleague.
From call to the right person or department
- 1
Your customer calls
Ipster answers and hears who or what the caller wants to speak to.
- 2
The agent finds the destination
It looks up the colleague or department in Elevate and asks briefly when in doubt.
- 3
The status checks out
While the agent confirms who the caller means, it already fetches the colleague's presence.
- 4
The call goes through
If the colleague is available, the call is transferred straight away. If not, the agent offers an alternative.
What the caller and your colleague notice
Caller · By Ipster
Hears a ringtone while it rings
Colleague · By Ipster
Is only called when available
Department · By Ipster
Reachable through the external number
You stay in control
Choose the actions
Switch each action on or off, from looking up destinations and viewing queues to fetching recordings and transferring calls.
Decide who is reachable
Choose which presence statuses count as reachable. By default that is only available, so someone who is on a call counts as unreachable.
Set up the transfer
Choose whether your colleague sees the agent's number or the original caller's number, and whether the agent keeps listening after the transfer. You can also untick contacts who may not be transferred to.
Connected in three steps
Get the API credentials
Create the Client ID and Client secret in the Elevate admin portal under API access, or request them through your Elevate partner.
Connect and fetch your colleagues
Enter the Client ID and Client secret, click Test connection and then Synchronise contacts. The list is refreshed every night after that.
Choose the actions
Decide what the agent may do, link your departments to a number and tell it in the prompt when to use it.
In Elevate, a department (hunt group) only has an internal extension. Link the department to its external number, for example its fixed number, so the agent can transfer calls to it.
Ipster also works with
Frequently asked questions
About the Elevate integration
Let your agent work with Elevate
Book a demo and see how Ipster looks up the right colleague or department, checks presence and transfers the call.
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