Temporary User Number Swap/Coverage

Instructions for the Covering Employee (Unite v2.30.53)

While covering, you will have both your own phone number and the out-of-office employee's phone number active on your Intermedia Unite app. This allows you to handle both workloads out of a single application.

How to Make Calls Using Their Number

When you want to call a client so that they see your colleague's business number on their caller ID instead of yours:

1. Open the Intermedia Unite app.
2. Click or tap your Profile Avatar (located in the bottom-left corner on Desktop, or top-left corner on Mobile).
3. Select Call Settings from the menu.
4. Locate the Outbound Caller ID dropdown menu.
5. Select your colleague's phone number from the list.
6. Place your phone call via the dialer.

⚠️ Important: Don't forget to go back into Call Settings and switch this dropdown back to your own number when you need to make a personal business call.

How to Send and Reply to SMS Text Messages

Because the number has been temporarily reassigned to your profile by the Administrator, inbound text messages sent to your colleague's number will land directly in your Unite chat tab.

• To Reply: Simply open the incoming text thread and type your reply. The app automatically defaults to sending the response from the exact number the client text messaged.
• To Start a New Text: Click the + icon to start a New SMS. Before typing your message, look at the top of the chat window for the outbound number dropdown and select your colleague's number to ensure the text originates from their line.

Instructions for the Manager

Here is what you need to know about how your team's workflow will behave during this temporary coverage period:

• Single App Interface: The covering employee handles all incoming voice calls, internal extension transfers, and client SMS text messages intended for the out-of-office employee directly inside their existing Unite app. They do not need to log out or switch accounts.
• Tracking & History: Because the calls and texts are routing through the covering employee's active seat, call logs and history for these interactions will be tied to the covering employee's user history for accountability.
• On-the-Fly Toggling: The covering employee can seamlessly toggle their outgoing caller ID back and forth throughout the day via their app's Call Settings. This allows them to maintain their own client base without losing the ability to step in as the out-of-office coverage person at a moment's notice.