Elevate call handling
Elevate call queues, hunt groups and auto attendant
Every missed call is a missed sale. Elevate gets callers to the right person first time, in and out of hours, with an auto attendant, hunt groups and queues you can change yourself in minutes.
UKpartner
Why it matters
Where calls go wrong
Callers ring out
With no one free and no overflow, a customer hears ringing, then gives up and calls a competitor.
The wrong person answers
Calls bounce between colleagues because there is no clear routing by department, skill or opening hours.
Changes need an engineer
Updating a greeting for a bank holiday or adding a team to a ring group should not mean a call-out.
What you get
The call handling toolkit
Auto attendant
A professional greeting and menu that routes by time of day, day of week or key press, with different paths for open, closed and holiday periods.
Hunt groups and ring groups
Ring a team together or in sequence, then fall through to voicemail, another group or a mobile if no one answers.
Call queues
Hold callers in order with music and messages and distribute calls to the next available agent. Advanced queues are on the Pro licence.
Voice Studio messaging
Create and update greetings and on-hold messages, so callers hear helpful information while they wait.
Voicemail to email and text
Voicemails reach you as audio and as a transcription, so they can be read and acted on straight away.
Feature codes and call control
Transfer to voicemail, park a call for a colleague, or flip it to another device using simple dial codes or app buttons.
Routing that matches how you work
A good call flow starts with a simple question: who should answer, and what happens if they cannot? We map this with you before the system goes live. A dental practice may send emergencies straight to an on-call number, a solicitor may route existing clients to a named fee-earner, a trades business may split sales and service. The flow is then built in the Elevate portal and tested end to end.
Because changes are made online, you can update opening hours, switch to a bank holiday greeting or add a new colleague to a group yourself, or ask us and we will do it the same day.
Hunt groups or queues?
A hunt group rings people according to a rule, for example all at once, in order, or the person who has been idle longest. It suits small teams where you want the call answered by a human quickly. A queue holds callers in a line and is the better choice when volumes are higher than the number of people available. Elevate supports both, and larger teams can step up to the advanced queue tools and live wallboards described on our Elevate contact centre page.
Never miss an out-of-hours call
Time-based rules switch the system automatically at the end of the day. After hours, callers can be offered voicemail, a mobile on-call rota, or an information message. Pair this with the mobile and desktop apps and a small team can cover calls from anywhere without giving out personal numbers.
Your questions answered
What is an auto attendant?+
An auto attendant is an automated receptionist that greets callers and routes them by menu choice, extension, department or time of day. Elevate includes it on every licence.
What is the difference between a hunt group and a call queue?+
A hunt group rings a set of people by a rule such as all at once or in order. A call queue holds callers in line, plays messages or music and passes each call to the next available agent.
Can I change greetings and routing myself?+
Yes. Administrators can update call flows, greetings and groups from the online portal, and we can do it for you if you prefer.
Can calls ring my mobile after hours?+
Yes. After-hours rules can send calls to a mobile, an on-call rota, voicemail or a message, and the mobile app lets staff answer on the business number.
Can I see how many calls we miss?+
Yes. Call reporting shows answered and missed calls and queue activity. See our call reporting and call management pages.
Do I need the Pro licence for queues?+
Basic auto attendant and hunt groups are on every licence. Advanced queues and wallboards are part of the Pro licence.
Call flow decisions to make before go-live
- ✓ Opening hours, bank holidays and closures
- ✓ Which departments or teams callers can choose
- ✓ What happens when everyone is busy
- ✓ Out-of-hours: voicemail, mobile or message
- ✓ Who can edit greetings and groups
- ✓ Reporting you want on missed and answered calls
Related
Keep exploring Elevate
Contact Centre
Omni-channel queues, wallboards, supervisor tools and reports.
Call Recording and Archiving
Record, store and search calls, chats and meetings.
Mobile and Desktop Apps
Your business number on iPhone, Android, PC and Mac.
AI Call Recap and Analytics
AI summaries, sentiment and topic analysis for calls and meetings.
Free guide · 7 pages
The UK business guide to the Elevate phone system
- ✓Every feature, explained
- ✓Express, Essentials and Pro compared
- ✓2027 ISDN switch-off checklist
- ✓Ten questions to ask any supplier
Why choose CBC
Phones, networks and security from one UK team
We are committed to giving every customer the best possible phone and networking solution for their business, then supporting it for the long term.
- 24/7 UK-based supportReal engineers, any hour, no overseas call centre.
- One-to-one serviceA named CBC engineer who knows your setup.
- Grows with youAdd users, sites or features without changing supplier.
- Customer satisfaction firstClear quotes, fixed pricing and honest advice.
Get a free quote
Tell us what you need and we will reply as soon as possible, usually the same working day.