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Elevate

Use the Elevate (Intermedia) Admin Portal to manage ring groups and to route inbound calls from your Auto Attendant to your Reflekt Legal assistant number. Ring groups control which agents a call rings, and your Auto Attendant routing controls when and where calls are forwarded.

Before You Start​

Make sure you have:

  • Your Reflekt Legal assistant number
  • Elevate portal administrator access (set on your Operations Questionnaire)
  • A decision on whether calls should forward immediately, after no answer, or only after hours
  • A routing setup that preserves the original caller's number in caller ID
note

If you do not know who your Elevate administrator is, or need to be granted admin access, contact your Elevate provider before continuing.

Caller ID Requirement​

When you test Elevate forwarding, confirm the forwarded call still shows the original caller's number to Reflekt Legal. Do not rely on a setup that only shows your office number.

Log Into the Admin Portal​

  1. Go to intermedia.com and click the green Log in button in the top-right corner.
  2. Select Customer Login from the drop-down.
  3. Click For Admin and enter your username and password.
  4. Once logged in, click the button for ELEVATE.

Create and Manage Ring Groups​

Ring groups (hunt groups) control which agents an inbound call rings. Use the Groups section to create a group and add or remove members.

Step 1: Open Groups​

  1. Click Groups on the left-hand side.
  2. Click the blue Group name link for the group you want to edit.
  3. If you do not see the group you need, create a new group from the Groups list.

Step 2: Add or remove members​

  1. Click the Agents tab on the left-hand side.
  2. Click the checkbox next to the agent you want to manage.
  3. Use the additional options that appear (such as Delete) to remove a member, or add agents to include them in the group.
caution

Do not click Log Out for an agent. If an agent is logged out, they will need to log back into the group from their VoIP device using a star code before they can receive those calls again.

Hunt group log in / log out star codes​

Agents can log in and out of a ring group directly from their phone:

  • Log in: dial the group extension and add 1 — *XXX*1 (e.g., *300*1)
  • Log out: dial the group extension and add 0 — *XXX*0 (e.g., *300*0)

Set Up Forwarding Rules​

In Elevate, your main number points to an Auto Attendant that routes calls based on Business Hours and Afterhours. Update this routing to forward calls to your Reflekt Legal assistant number at the point you want the handoff to happen.

Step 1: Open your main number's Auto Attendant​

  1. Click Phone Numbers on the left-hand side.
  2. Find your main number on the list (you may have more than one page).
  3. Click the blue link next to your main line to open the Auto Attendant it points to.
  4. Review the graph showing your Business Hours (when calls ring in) and Afterhours (when you are closed).

Step 2: Edit the routing​

  1. To change when calls ring in, click Working Hours, then click the three dots ••• and choose Edit.
  2. To change where calls go, edit the menu options or destination for the time period you want to forward (Business Hours, Afterhours, or both).
  3. Set the destination to your Reflekt Legal assistant number wherever you want the handoff to happen.
  4. Save your changes.
tip

If staff should get the first chance to answer, keep your ring group in place and forward only the Afterhours or unanswered calls to your Reflekt Legal assistant number.

Step 3: Holiday routing (optional)​

If you want Reflekt Legal to answer on the days your office is closed:

  1. In the Auto Attendant, click the Events tab.
  2. Click Add Event to add a date, or click the three dots ••• next to an existing holiday and choose Edit.
  3. Point the holiday routing to your Reflekt Legal assistant number.
  4. Save your changes.
note

Adding an event at a specific time (for example, noon) closes your system immediately at that time, which is useful for early closures.

Test Your Setup​

  1. Call your published business number.
  2. Confirm the call routes to the correct Reflekt Legal assistant number during the hours you configured.
  3. Confirm the forwarded call includes the original caller's phone number in caller ID.
  4. Verify the rule behaves correctly during Business Hours, Afterhours, and any holiday events.
  5. If you use a ring group, verify the call follows the full group path before forwarding at the expected step.

Official Help​

If you need help validating your setup, contact [email protected].