Melanie Allen
melanie.allen@moviuscorp.com

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Updated February 12th, 2021 by Melanie Allen

Submit brand information required to register Enterprise with Twilio

We need the following information from the Enterprise to complete registration activities with Twilio.  Order the WhatsApp enabled numbers from Movius. Provide quantity, display names (see sub-step 3 below), and desired country codes. Provide Movius the Facebook Business ID. Enterprise must provide Movius brand information for Sender Profile as foll...

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Updated October 16th, 2020 by Melanie Allen

How is MultiLine data captured and how is it stored?

Built-in call and SMS recording capabilities are provided by the Movius platform to comply with regulatory requirements (FCA, MiFID II, Dodd-Frank, HIPAA) and corporate policies.  The default behavior of the Movius platform is for voice and SMS recordings to be created as they traverse the Movius platform and stored for a period of 72 hours for cust...

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Updated May 14th, 2021 by Melanie Allen

KB Updates: Week of 05/10/2021

Categories have been reorganized so that user materials are front and center This change makes the available categories more obvious to users and reduces clicks Getting Started Guides have been pulled out and put into their own category Most users will be linked directly to their Getting Started Guide by admins Pulling them into their own category h...

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Updated August 3rd, 2020 by Melanie Allen

Welcome to KB Updates

This Knowledge Base will be updated to reflect changes to the application, provide new troubleshooting procedures, and in response to user feedback. Check here each week to find out what's new. ...

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Updated June 8th, 2021 by Melanie Allen

Why does MultiLine require access to my Contacts?

MultiLine does not read, store, transmit, or share any of your personal Contacts information. The Contacts permission is only required in order for the interface to display the Caller ID information. ...

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Updated June 8th, 2021 by Melanie Allen

Release Notes | Movius for BlackBerry | June 2021

Movius June 2021 Release Notes These release notes outline new features and enhancements to the Movius MultiLine Solution. We’re excited to let you know what’s new with Movius for BlackBerry and the Movius Management Portal. Download the latest Movius for BlackBerry Version 2.28 Movius for BlackBerry Play Store | App Store Movius for BlackBerry Impr...

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Updated May 25th, 2021 by Melanie Allen

Admins: Guide to onboarding MultiLine users in the Management Portal

Admins: Get started What is MultiLine? MultiLine ensures reliable, compliant client communications fo... 1. Log into the Movius Management Portal Admins: Log in to the Movius Management Portal The Enterprise Administer is a specific user privilege level with a set of user a... The Enterprise Administer is a specific user privilege level with a set ...

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Updated October 16th, 2020 by Melanie Allen

Can I assign a number to a specific user?

Yes. Individual numbers can be assigned to a specific person. This is typically needed when numbers are ported or when you need to re-assigning a previously-used number to a new user....

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Updated May 20th, 2021 by Melanie Allen

Set Do Not Disturb in MultiLine app

You can set your availability for calls to your MultiLine number using the Manage Availability setting. When Do Not Disturb is enabled, all the calls will be sent directly to your MultiLine voicemail. Tap the menu icon  ⋮ in the bottom right (iOS) or upper right-hand corner (Android). Click Settings. Select Manage Availability. Tap on Do Not Disturb...

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Updated May 14th, 2021 by Melanie Allen

Admins: Edit or delete a tag or forwarding number

Tags put numbers in the Reserved pool. Tags help admins find numbers that are reserved for a specific purpose. When numbers are initially deleted, the admin has a one-time option to tag the number and add a forwarding number.  After completing the deletion, it is impossible to forward a number that didn't initially have a forwarding number attached ...

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Updated May 10th, 2021 by Melanie Allen

Why do I see “The contact hasn't responded to the opt-in request for more than 24 hours. You can try sending the request again.”?

In order for you to message with a client, they must accept your opt-in request. You’re allowed to send a new one every 24 hours. If accepted, you’ll be able to message with the customer. If it’s rejected, we’ll let you know, and you won’t be able to send any more opt-in requests to the customer....

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Updated January 26th, 2021 by Melanie Allen

Admins: Creating and navigating sub-organizations

You can set up the MMP to reflect your organizational structure where you can create an organization (root node) with the name of your Enterprise. Each node or a branch of the tree represents a department. Each department can have its own administrator with well-defined roles and privileges.  Consider the example below: You can create one or multipl...

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Updated May 10th, 2021 by Melanie Allen

My client accidentally rejected my opt-in request. What do we do?

When the client opted out, they received instruction about how to opt-in again. Your client only needs to reply with another message opting in, usually “yes”. If the client replies to the conversation with any other message, a new opt-in message will be sent to the user....

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Updated February 12th, 2021 by Melanie Allen

Admins: Enable WhatsApp Messaging for users

Follow these instructions when you've received confirmation that your WhatsApp sub-organization is ready to be enabled for WhatsApp messaging.  Enable WhatsApp Messaging for the sub-organization Log into the MMP. Navigate to the WhatsApp sub-organization. Go to Setup > Feature Settings > WhatsApp Messaging. Review the details and then check th...

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Updated April 6th, 2020 by Melanie Allen

Manage Webhook Events

Go to Setup, click Webhook Events. For every Webhook events displayed, click Edit. Under User Permissions select MultiLine for Salesforce and click Save...

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Updated March 15th, 2021 by Melanie Allen

Choosing Call Settings based on your phone plan

This article explains how to use MultiLine's Call Settings in accordance with your phone plan, so that you don't receive an unexpected bill. You can choose when to use data or minutes for calls in the Settings menu under Call Settings.  For a full breakdown of each call setting see How to set your Call Settings. For information about how to choose C...

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Updated October 24th, 2020 by Melanie Allen

KB Updates: Week of 10/12/2020

Added Three-party calling - using Data to MultiLine User Added Three-party calling - using Minutes to MultiLine User Added Set the default country calling code to MultiLine User Added Access Voicemails to MultiLine User Added Collecting client consent to SMS to MultiLine User Moved Security and Compliance section to live inside the MultiLine Admin c...

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Updated March 25th, 2021 by Melanie Allen

Product Webinar: Movius WhatsApp Messaging Integration

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Updated March 12th, 2021 by Melanie Allen

Admins: User reports excessive spam calls

When people retire their numbers, carriers take these numbers for a period of time and shut them off. This causes the systems spammers and robo-callers use to identify the numbers as inactive and remove the numbers from their systems. Despite these measures, we have found that about 5% of the numbers we purchase will receive a higher than normal per...

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Updated February 25th, 2021 by Melanie Allen

Phone Settings and MultiLine

This article discusses how phone settings interact with the MultiLine application.  Within MultiLine, you can control what connection you use to send and receive calls and messages using the application. To use these features, you may need certain phone settings turned on.  Turning Wi-Fi off When you turn Wi-Fi off in your Phone Settings, it will no...

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Updated May 10th, 2021 by Melanie Allen

Why did a client receive the auto message “. . . We're not currently using this number to accept WhatsApp messages.”?

The MultiLine administrator at your company has deactivated WhatsApp for your number. Contact them to resolve....

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Updated June 8th, 2021 by Melanie Allen

Admins: Number Status

Feature coming soon! You should start seeing this feature in the Management Portal in early May 2021.  The Number Status section under the Setup tab has utilities for searching numbers. You can search numbers by number, tag, series, organization, or status Search By Use the Search By panel to refine your results. After making your selections, you wi...

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Updated May 20th, 2021 by Melanie Allen

Why can't I merge a call?

MultiLine applications support merging two calls into a three-party call. However, your phone must be able to make three-party calls to use this feature. If merging calls in MultiLine doesn't work, it may be because your phone doesn't support three-party calling. ...

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Updated March 1st, 2021 by Melanie Allen

Intune Admins: Create user group

This procedure guides the Azure Admin in the steps to add a user group that will receive the Intune App Protection Policy specific to MultiLine for Intune.  Pre-requisites This user needs administrator permissions on Endpoint Manager to perform these instructions MultiLine for Intune must be added to Microsoft Endpoint Manager Create User Group Crea...

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Updated March 23rd, 2021 by Melanie Allen

Video: Call Settings (Android)

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Updated March 23rd, 2021 by Melanie Allen

Video: Blocking Calls (iOS)

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Updated March 23rd, 2021 by Melanie Allen

Video: Messaging (iOS)

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Updated May 14th, 2021 by Melanie Allen

Admins: Withdraw Unused Numbers

Withdrawing a number will remove it from being allocated to that Sub-Organization and moves it to the immediate parent organization. You can only withdraw unused numbers. Go to Setup > Number Management > Allocated to Sub-Organization. Click on the organization to expand it and view the allocated number series. Click Withdraw Numbers. Enter th...

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Updated May 21st, 2021 by Melanie Allen

Admins: Number Utilization

On the Number Utilization panel on the Dashboard, you can view how many numbers you're using and have available. In use: Shows the numbers which are currently in use. In use numbers include assigned numbers, reserved numbers, registered numbers, and numbers allocated to an organization.  Available: Shows the numbers which are unallocated and can be ...

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Updated May 25th, 2021 by Melanie Allen

About Movius Management Portal (MMP)

Welcome Admins!  The Movius Management Portal (MMP) is a web portal you will use for administrative activities relating to MultiLine applications. You'll find in this section of the Knowledge Base, a collection of materials instructing you on how to perform activities in the MMP. Activities available in the MMP include: Viewing and allocating the fu...

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Updated May 14th, 2021 by Melanie Allen

Admins: Allocate a number to Sub-Organization

Allocating a number to a Sub-Organization makes it possible to use it to invite users to that Sub-Organization. You can allocate Available numbers and Reserved numbers. How to allocate an Available number to a Sub-Organization Go to Setup > Number Management > Available Numbers. Series collect numbers by country code or area code. This is conf...

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Updated May 10th, 2021 by Melanie Allen

Can I make a WhatsApp voice call, video call, or send voice messages?

Can I make a WhatsApp voice call, video call, or send voice messages? This is only a messaging service, and does not support voice, video, or multimedia messages. If you or your client tries to send unsupported content, the person who tries to send it will see an explanatory automessage.  My client tried to call me or send a voice message and it did...

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Updated March 23rd, 2021 by Melanie Allen

Video: Call Settings (iOS)

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Updated October 16th, 2020 by Melanie Allen

What is the Movius Management Portal (MMP)?

The Management Portal is where you will manage everything MultiLine. Here, you can assign numbers, add accounts, and send invitations. You can enable mobile recording features, store texts and voice calls, track usage, analyze metrics, understand reports, and gain key business insights into every aspect of your company's mobile communications....

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Updated May 20th, 2021 by Melanie Allen

Why are calls not ringing and going straight to voicemail?

There are a few reasons your calls may not ring and go to voicemail: You may have enabled Do Not Disturb; calls will go to voicemail when the Do Not Disturb setting is on. You may have set a Business Hours schedule; calls will go to voicemail outside the Business Hours schedule you set. Our spam detection feature may have incorrectly detected the nu...

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Updated May 14th, 2021 by Melanie Allen

Admins: Resend invitations to Admins

If an administrator loses their invitation to the Management Portal, you can resend the invitation. Note You must have "Add administrator" Admin permissions to complete these instructions. How to resend invite to one or more administrators Go to Administrators. If desired, narrow your search by name or email using the search bar. Select the checkbox...

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Updated February 12th, 2021 by Melanie Allen

Grant Twilio required permissions in Business Manager

After submitting the registration to Twilio on behalf of the enterprise, a pending request will appear in Facebook Business Manager Business Settings [external link].  The Facebook Business Manager must approve the request which provides consent for Twilio to send and receive WhatsApp messages for the Enterprise.  Go to Business Settings. Click Requ...

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Updated May 21st, 2021 by Melanie Allen

I synced my contacts with my personal Contacts app, why don't I see any contacts?

If you're using MultiLine for Intune or Movius for BlackBerry, MultiLine will not sync with your personal Contacts app. Instead, it will sync with your corporate Contacts app. ...

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Updated May 14th, 2021 by Melanie Allen

Activate MultiLine manually

During manual activation, you'll be asked to enter the Username, Password, and Company ID enclosed in your invitation and grant permissions. Open the app and when prompted, enter the Company ID provided Enter the following: Phone number Enter your mobile phone number  and include country code (ex. "1" for USA).  This is not requesting your MultiLine...

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Updated April 29th, 2021 by Melanie Allen

How do I solve call quality issues?

What makes MultiLine different from other apps that provide you an additional number, is that we enable you with a real number provided by a carrier. This means you can make calls from our app using the mobile voice network, data, or WiFi. We've built the MultiLine app to be low bandwidth so that it won't degrade your call experience.  See What does...

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Updated December 1st, 2020 by Melanie Allen

I turned off Work mode from Android settings, and now it won't accept my PIN to turn it back on again

Are you trying to use your Intune PIN? To turn Work mode back on, you need to use the PIN you use for your native device, not the one you set up for work. ...

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Updated May 20th, 2021 by Melanie Allen

I'm trying to activate my app but I'm not receiving the PIN.

Open a case with the help desk. The help desk will set up a session with you and the service provider support team will provide the PIN real time as the PIN is only valid for 10 minutes....

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Updated October 16th, 2020 by Melanie Allen

Does MultiLine meet SOC 2 compliance requirements?

All MultiLine data is encrypted both in transit and at rest, and meets all SOC 2 compliance requirements. Additionally, a security pin can be enabled within the settings of the app, forcing users to enter a pin prior to launching the application.  All business contacts and communications are completely separate and secure, even on an employee’s pers...

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Updated May 25th, 2021 by Melanie Allen

Get Started with MultiLine for Intune (MAM-WE)

About MultiLine for Intune About MultiLine for Intune MultiLine for Intune is a secure, carrier-agnostic bus... About MultiLine for Intune MultiLine for Intune is a secure, carrier-agnostic business application that enables employees to compliantly communicate with external clients through a separate business number on their own personal devices, sp...

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Updated May 24th, 2021 by Melanie Allen

About Call Screen Icons in MultiLine app

The list of calls on your Calls screen have icons associated with them tell you whether a specific call was incoming or outgoing and which call mode you were using for the call. An icon from the most recent call with the number will be displayed. To see a history of calls with that number, tap the down arrow and select Call Details.  The table below...

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Updated October 16th, 2020 by Melanie Allen

How is data handled in the case of a subpoena?

Requests for subpoenas would be handled by Sprint and would only gather records related to MultiLine. Since MultiLine does not store data locally on the end user’s device, the request should not necessitate the end user handing over their device....

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Updated May 14th, 2021 by Melanie Allen

Get your invitation (legacy)

We'll send you an invitation to MultiLine through an email or an SMS message depending on the method chosen by your organization's administrator. Select your invitation type below. SMS Expect a text to your native phone number from a 5-digit short code. Please don't reply to this number, as it is automatically generated. Your invitation will contain...

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Updated October 16th, 2020 by Melanie Allen

Is Movius MultiLine suitable for FINRA and SEC?

Yes. Despite firms’ resistance to monitoring text communications, the reality is the Securities and Exchange Commission (SEC) and Financial Industry Regulatory Authority (FINRA) require that electronic communications used for business purposes are archived and supervised—including text messages.  Key points from the Notice include:  Recordkeeping: F...

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Updated May 20th, 2021 by Melanie Allen

Will I see missed calls when my Business Hours are set?

The Business Hours schedule offers sliders to set the hours you're available on your MultiLine number. Any incoming calls that are received outside those set hours will automatically be forwarded to your MultiLine voicemail and the messages will appear in your MultiLine messages list and won't register as a missed call. If you prefer to see missed c...

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Updated May 25th, 2021 by Melanie Allen

Get Started with Movius MultiLine (legacy invitation)

MultiLine Installation and New User Guide MultiLine is an application that ensures reliable, compliant client communication... 1. Get your invitation and Activate MultiLine Get your invitation (legacy) We'll send you an invitation to MultiLine through an email or an SMS message depe... We'll send you an invitation to MultiLine through an email or a...

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Updated February 26th, 2021 by Melanie Allen

Intune Admins: Android app protection policies for MultiLine for Intune

In order for MultiLine for Intune to function correctly, the Intune admin has to set application protection policies in the Intune Portal. These policies must be configured separately for iOS and Android Apps. Further, separate policies must be set for the MultiLine for Intune App and the other Intune managed Apps. These specific policies are elabor...

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Updated February 10th, 2021 by Melanie Allen

Why do I sometimes see "You're using this app outside the Workspace" when I place a call?

When you place a minutes call using MultiLine for Intune, the application routes the call through the dialer of your personal phone. When this happens you may also see a relationship number dialed instead, but rest assured that your call is being placed correctly and still managed by the compliance policies required by your organization. ...

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Updated June 16th, 2020 by Melanie Allen

Deploy Movius for Blackberry in BlackBerry Dynamics

These instructions contain information for how to deploy Movius for Blackberry if it is the first application you're deploying in BlackBerry Dynamics. If you have already deployed BlackBerry Dynamics applications, you can deploy Movius for BlackBerry in the same manner. For more information about BlackBerry Dynamics, visit their help center.  Dynami...

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Updated March 23rd, 2021 by Melanie Allen

Video: What does a call over data vs minutes mean anyway?

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Updated May 10th, 2021 by Melanie Allen

Do opt-in requests time out?

No, once you send an opt-in request, your client can say "Yes" at any time to reply. However, if you think they'll benefit from a reminder, you can send a new opt-in every 24 hours....

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Updated February 9th, 2021 by Melanie Allen

Set the default country calling code

A country calling code, or country dial-in code, is a prefix dialed before the telephone number when placing an international call. For example +39 is the calling code for Italy. Refer to these instructions to change the default country code.  Open the dialer. Tap the current country code (example below: +39). Tap from the list to select the desired...

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Updated April 23rd, 2021 by Melanie Allen

How do I listen to my Voicemails?

Listening to recent voicemails Access voicemails Movius MultiLine has embedded voicemail allowing callers to leave a message. Go t... Movius MultiLine has embedded voicemail allowing callers to leave a message. Go to the Messages tab. Voice messages are indicated by a play icon. Click the Play icon.  You can also call back, message back or delete th...

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Updated October 16th, 2020 by Melanie Allen

Is it possible to pull a report showing all the MultiLine calls a user had over a certain time period?

Yes. The MultiLine Management Portal has the ability to pull reports using a wide variety of search criteria including customizable date ranges, user names, or phone numbers.   Reports are accessed via the Reports tab in the Portal.   To set a certain data range for your search, type the data range in the date search box, or,  click hold, drag, and ...

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Updated May 10th, 2021 by Melanie Allen

KB Updates: Week of 02/22/2021

Added Phone Settings and MultiLine Describes how Phone Settings interact with MultiLine Call Settings Added International Calling  Describes how best to use MultiLine to avoid roaming charges Added Deploy MultiLine for Intune as Intune Managed Appto Resources section This was done to separate Intune administration activities and MultiLine for Intune...

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Updated January 26th, 2021 by Melanie Allen

KB Updates: Week of 12/28/2020

Added WhatsApp User Materials Added WhatsApp Admin Materials...

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Updated May 20th, 2021 by Melanie Allen

How do I fix connection errors or dropped calls?

If you're seeing an error message telling you that you're offline or have an unstable internet connection, or the app stalls at a connection screen, or calls drop, there are a few possible resolutions.  MultiLine apps continuously monitor the status of your internet connection. We display this to you using a colored dot on the briefcase badge in the...

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Updated March 23rd, 2021 by Melanie Allen

Video: Messaging (Android)

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Updated March 23rd, 2021 by Melanie Allen

Video: Making Calls (Android)

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Updated March 12th, 2021 by Melanie Allen

KB Updates: Week of 03/09/2021

Updated How do I stop Spam Calls Added Movius Strategies for Stopping Spam and Robo-Calls Added Admins: User reports excessive spam calls Added Admins: User onboarding error "This number is already associated with another MultiLine account. Please contact your administrator"...

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Updated March 23rd, 2021 by Melanie Allen

Video: Contact Settings (Android)

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Updated October 16th, 2020 by Melanie Allen

Can I customize the Admin Portal with my company logo?

Yes. The portal can be customized to show the company’s name, logo, and branding at the top of the window. Travel to the Set Up tab, and click on the Branding section in the dropdown menu directly to the right of the main sidebar menu....

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Updated October 16th, 2020 by Melanie Allen

When recording a voice call, will there be a prompt stating it will be recorded?

Yes. Once a call is accepted, there will be an announcement that the call is being recorded. You can customize this prompt to be different for a MultiLine number than it is for a non-MultiLine number.  ...

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Updated October 16th, 2020 by Melanie Allen

What is the Data Encryption policy?

The purpose of this policy is to provide guidance that limits the use of encryption to those algorithms that have received substantial public review and have been proven to work effectively. Additionally, this policy provides direction to ensure that Federal regulations are followed, and legal authority is granted for the dissemination and use of en...

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Updated December 1st, 2020 by Melanie Allen

Can I use MultiLine with a dual SIM?

Yes, you can use MultiLine with a dual SIM, but you may need to check your phone settings.  Dual SIM Phone Setting Guide Many phones on the market have dual SIM ports.  If using both, you’ll  need to ch... Many phones on the market have dual SIM ports.  If using both, you’ll  need to choose which SIM port to use for making outbound calls.    Tap And...

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Updated October 16th, 2020 by Melanie Allen

Can I customize the invitation email that is sent to employees to download and register the application?

Yes. You can edit the initial onboarding invitations (text or email) sent to employees to contain custom messages and instructions. Navigate to the SetUp tab in the Portal and click on “Email Invitations” in the section menu....

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Updated October 16th, 2020 by Melanie Allen

Can I send invitations to multiple users at once?

Yes. Bulk invitations can be sent by simply downloading a .CSV file (located in Portal under Accounts > Add Account) and inputting the information into the file and uploading back to the portal. If you invite users this way, you cannot individually assign numbers. Rather, when the user receives the invitation, they will have to select which numbe...

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Updated October 16th, 2020 by Melanie Allen

How do I change a WebClient password?

Log in to MMP portal using admin access.  Click Account.  Search by Name/Email/MultiLine/Device Number for the account for which the WebClient password needs to be changed. Select the user account and select Edit option.  Click on the Password tab and change the login password. When resetting password, if the secret answer and question isn't complet...

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Updated October 16th, 2020 by Melanie Allen

Can recorded text messages be downloaded?

Yes. You can download a specific SMS manually in the Portal or the recommended method is to download using SFTP. Recordings will be converted to .csv format for download....

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Updated May 23rd, 2021 by Melanie Allen

Release Notes | May 2021

May 2021 Release Notes These release notes outline new features and enhancements to the Movius MultiLine Solution.  In this release…. What's New in MultiLine?   Activate MultiLine with QR code or button   More intuitive Call button   MultiLine App-to-MultiLine App call handling improvements   Block up to 1000 numbers   What's New in the Movius Manag...

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Updated May 10th, 2021 by Melanie Allen

I'm trying to send the client a message, but when I tap on the text field it won't let me enter anything. Why?

Conversation sessions are limited to a 24 hour timespan After 24 hours of inactive chat, WhatsApp requires businesses to use the template feature to initiate conversations with customers. These templates are approved ahead of time to make sure they’re transactional in nature and are not cold messages or promotional/advertisement messages. If you tap...

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Updated July 13th, 2020 by Melanie Allen

KB Updates: Week of 07/13/2020

Updated Choose your Call Settings.  Now with screenshots! *jazz hands* Updated General User FAQ Added question "Does the WiFi to minutes switching work during an ongoing call?" to Settings....

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Updated October 16th, 2020 by Melanie Allen

What devices does MultiLine work on?

MultiLine works on any Android or iOS smartphone Note: at this time, the MultiLine app does not support tablets, although you can use the MultiLine Web Client on your tablet. ...

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Updated October 20th, 2020 by Melanie Allen

Why do some calls appear in my call log on my native phone?

Logs of the calls handled in Minutes mode will appear on your native phone. It doesn't mean that they're not captured by any recording policies set by your organization. ...

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Updated March 23rd, 2021 by Melanie Allen

Video: Movius for Blackberry

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Updated May 21st, 2021 by Melanie Allen

I synced my contacts with an Exchange server, why don't I see any contacts in the list?

Search and store Exchange contacts in MultiLine app When you're using Exchange contacts, you'll be able to search for any contact fro... When you're using Exchange contacts, you'll be able to search for any contact from the Global Address List (GAL), your company’s list of all employees. However, the full GAL will not show up in the list of contacts...

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Updated May 20th, 2021 by Melanie Allen

Merge Calls

The Merge call function allows you to join the active call and a call on hold and convert it into a conference call. In other words, it allows you to connect both calls on a 3-way call. In a merge call, you can also end a conference call. How to merge calls in Data mode Three-party Data calls in MultiLine app Three-party calling works differently wh...

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Updated December 1st, 2020 by Melanie Allen

What information can my organization see when I enroll my device in Intune?

See What information can my organization see when I enroll my device? [external link]...

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Updated October 16th, 2020 by Melanie Allen

What encryption protects files stored in the cloud?

All file systems created in the cloud environment are created on encrypted volume.    Movius has an encrypted file system for storing sensitive files such as the postgres config file. Movius purchases encrypted volume storage from IBM cloud services which is used to create all file systems on. Read more about IBM’s encryption-based volumes methodolo...

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Updated May 25th, 2021 by Melanie Allen

Install Microsoft Intune Company Portal (MAM-WE)

If you already have Microsoft Intune Company Portal (Android and iOS) and Microsoft Authenticator (iOS only), then skip to installing MultiLine for Intune. Note: Some iOS users may not require installing Company Portal. Your MultiLine administrator will let you know if you need it.  What is Microsoft Intune and Intune Company Portal? About Microsoft...

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Updated May 14th, 2021 by Melanie Allen

Admins: Reserve a number with a tag

Tagging a number puts the number in the Reserved pool which designates the number is for a specific purpose.  How to reserve a number Go to Setup > Number Management > Reserved Numbers. Click Reserve Number. Select the number, enter the Tag, and select the Organization you are allocating the number to. Then click OK.  A confirmation message wi...

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Updated March 30th, 2021 by Melanie Allen

Release Notes | March 2021

Movius Release Notes for March 2021 We have many new features and enhancements we’re releasing to the Movius MultiLine Solution to announce. What's New for MultiLine App? Access Knowledge Base from the App Users now have direct access to the Movius Knowledge Base from Settings > Help in the Multiline app and the Movius for BlackBerry app. Once in...

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Updated May 5th, 2020 by Melanie Allen

Admins: About SMS opt-in

You can enable or disable SMS opt-in under Feature Settings in the Setup tab. What is SMS Opt-In? There are regulations in some industries which require that prior to communicating with clients using text messages, the client's consent to receive text messages is requested and captured.  When the MultiLine user first texts a client, the client will ...

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Updated March 1st, 2021 by Melanie Allen

Intune Admins: Create and add the application protection policy for MultiLine for Intune

To complete deploying the app, you must create the app protection policy, add the MultiLine for Intune app to it, configure the policies, and then assign it to the user group.  Create new policy Go to Home > Apps > App Protection Policies and click +Create Policy. Select iOS/iPadOS for IOS and Android for Android. Give the policy a name and de...

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Updated October 20th, 2020 by Melanie Allen

When Mobile Recording is enabled, does it record all texting or calling conversations on my device?

No. if Mobile Recording is enabled, it is strictly limited to calls and/or text messages made from the MultiLine app. It is technologically incapable of seeing anything from the personal side. ...

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Updated May 10th, 2021 by Melanie Allen

Send a WhatsApp Message in MultiLine app

The WhatsApp Messaging connector lets you send messages to WhatsApp contacts directly to your contacts from the MultiLine application. Note: Your organization must have enabled WhatsApp for you for this feature to be available. You do not need to download WhatsApp to message using our connector.  If you already have WhatsApp, our connector is comple...

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Updated May 10th, 2021 by Melanie Allen

Who uses WhatsApp Messaging Connector?

We've created WhatsApp Messaging connector for professionals in regulated industries, such as finance and healthcare, who serve clients that most commonly use WhatsApp as their preferred messaging service. Our same security and compliance features that we developed so these industries can allow texting with clients, we now extend to frontlines who n...

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Updated May 10th, 2021 by Melanie Allen

Why did I get the error message “Looks like this contact is already messaging with another MultiLine user. . .”?

If someone in the same line of business as you is talking with a client, WhatsApp will not allow you to message the client. Contact your administrator....

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Updated May 14th, 2021 by Melanie Allen

Get started with Movius MultiLine

MultiLine Installation and New User Guide MultiLine is an application that ensures reliable, compliant client communication... 1. Get your invitation and Activate MultiLine Get your invitation We'll send you an invitation to MultiLine through an email or an SMS message depe... Everything you need to get started will be sent to you in a MultiLine in...

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Updated March 23rd, 2021 by Melanie Allen

Webinar: How BYOD Will Enable the New Workforce Beyond 2020

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Updated March 23rd, 2021 by Melanie Allen

Webinar: Movius Security and Compliance Deep Dive

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Updated October 5th, 2020 by Melanie Allen

Lassen 1 Release Notes | June 2020

Movius Lassen 1 Release Notes June 2020 These release notes outline new features and enhancements to the Movius MultiLine Solution. These notes will provide details of changes to the MultiLine App and Management Portal.     What’s New?   Design Changes: iOS Push Notification    Movius made necessary design changes to adapt to Apple’s new guideline f...

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Updated February 12th, 2021 by Melanie Allen

KB Updates: Week of 02/08/2021

Moved WhatsApp Enterprise Enablement  instructions from MultiLine Admin Materials to its own category Updated instructions with recent changes Split up steps into their own articles for easy sharing Added About Native Contacts in MultiLine for Intune to MultiLine for Intune user materials Added I set my contacts to Native Contacts, but it didn't imp...

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Updated May 10th, 2021 by Melanie Allen

What is my client's experience when we use the WhatsApp messaging connector?

The contact will receive the messages natively in their WhatsApp application.  Your account will be associated with a branded business profile for the client to view.  The client can access the business profile by clicking the green check. The user profile appears Messages you send will include your name at the start, as set up by your administrator...

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Updated April 7th, 2020 by Melanie Allen

Enable Open CTI for MultiLine for Salesforce

Before you can enable the integration, you'll need to select the Lightning app you want to enable with MultiLine. Here's how: Navigate to the App Manager Select each Lightning app you want to enable with MultiLine Select Edit Select the Utility Items >> Add Utility Item >> Open CTI Softphone Rename the Open CTI Softphone as MultiLine Set...

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Updated February 15th, 2021 by Melanie Allen

Register a Facebook for Business Account and complete business verification

Registering a Facebook for Business account [external link] is required to enable WhatsApp Messaging Connector for MultiLine.  Confirm that you have a Business Page on Facebook and work with the Facebook Business Manager (the person who runs the Facebook page for your business) to complete the following steps. 1. Register a Facebook for Business Acc...

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Updated April 8th, 2020 by Melanie Allen

Introduction

This guide is intended for the MultiLine administrator in your organization. To complete integration, some steps will require actions from the Salesforce Administrator. ...

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Updated March 12th, 2021 by Melanie Allen

Admins: User onboarding error "The number you have entered is your MultiLine number. Please enter the number associated with your new SIM card to continue."

Explain to the user that they need to enter their phone's default number, not their corporate number. If the user is porting their number, they need to have received and installed their new SIM card before onboarding, and should use their new number....

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Updated March 23rd, 2021 by Melanie Allen

Video: Where MultiLine fits in among mobile recording solutions

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Updated May 11th, 2021 by Melanie Allen

Admins: Log in to the Movius Management Portal

The Enterprise Administer is a specific user privilege level with a set of user access rights to the various features of the Movius Management Portal (MMP). You'll need to contact Movius Support to receive an email containing a portal link and login credentials.  Follow the instructions below after receiving an email from Movius with a link to the M...

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Updated October 16th, 2020 by Melanie Allen

Can I send the voice and text capture data to my compliance archive?

Yes. Our store and forward solution, Digital Safe, securely and reliably exports recordings to external systems. It can be integrated with leading recording archival platforms such as Actiance, Verint, Nice, Verba or Redbox....

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Updated October 16th, 2020 by Melanie Allen

Why are calls going to my personal voicemail?

This is the way Movius works when you have a specific combination of events: You have inbound calls set to be received using minutes.  This does not occur when inbound calls are received using data. When receiving a call, your phone is either turned off, without signal, busy, or you decline the call, the call will be routed to your personal voicemai...

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Updated February 12th, 2021 by Melanie Allen

Admins: Pull WhatsApp Message Reports

You can retrieve your WhatsApp message reports from the Management Portal in Reports > Activities > Messages, just as you would SMS messages. How to pull WhatsApp message reports Go to Reports then to the Activities page. Choose Messages. WhatsApp messages are indicated by the green WhatsApp icon. Messages activities Field Description of Use T...

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Updated April 23rd, 2021 by Melanie Allen

What is my Organization ID? What is my username and password?

You should have gotten an SMS or email, called the MultiLine invitation, that will include your Organization ID, username, and password. You will need this to activate any of the MultiLine applications on your phone.  If you can't find your invitation, ask your IT administrator to send you a new one.  Note Your organization must enable MultiLine app...

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Updated April 7th, 2020 by Melanie Allen

Add Users to Call Center

Go to Call Centers under Setup and click Continue  Select OpenCTI and click Manage Call Center Users  Click Add More Users   Select Users and click Add to Call Center...

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Updated February 12th, 2021 by Melanie Allen

About Native Contacts in MultiLine for Intune

Native Contacts is one of three Contact Settings you can use with all versions of MultiLine. It pulls contacts that you were using with your personal number into MultiLine.  When you use Native Contacts with MultiLine for Intune, it pulls your contacts from inside the Work container instead of your personal contacts. This is because the Work contain...

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Updated April 16th, 2020 by Melanie Allen

MultiLine for Healthcare

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Updated October 16th, 2020 by Melanie Allen

Why is there a blue BlackBerry floating icon in the Movius app?

The Movius for BlackBerry app is integrated with the BlackBerry Dynamics secure environment, separating it from your personal apps and having a blue floating icon that securely connects it with other BlackBerry secure apps. The best way to make calls with Movius is to go directly through the Movius app and selecting a contact from the Contacts tab. ...

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Updated August 7th, 2020 by Melanie Allen

KB Updates: Week of 08/03/2020

Added How to find my MultiLine App version number? to User Troubleshooting and FAQs.  Added Getting Started with MultiLine for Salesforce to MultiLine for Salesforce User.  Added Add a Favorite Contact to MultiLine User, MultiLine for BlackBerry User, MultiLine for Intune User.  Changed title of Salesforce CRM Connector category to MultiLine for Sal...

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Updated April 23rd, 2021 by Melanie Allen

How do I set my Voicemail greeting?

Set up your voicemail Use Voicemail Greeting from the Settings menu to set up your voicemail.  Tap the ... Use Voicemail Greeting from the Settings menu to set up your voicemail.  Tap the menu icon  ⋮ in the bottom right (iOS) or upper right-hand corner (Android). Tap Settings. Tap Voicemail Greeting. Voicemail options 1. Default: This application c...

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Updated March 2nd, 2021 by Melanie Allen

Intune Admin: Get Started

MultiLine for Intune must be deployed as an Intune Managed App before onboarding users. A user with administrator privileges in Endpoint Manager (Intune Admin) must complete the following steps: Step 1: Add MultiLine for Intune to Endpoint Manager Step 2: Create user group for MultiLine for Intune users Step 3: Create and add an app protection polic...

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Updated March 12th, 2021 by Melanie Allen

Admins: User onboarding error "This number is already associated with another MultiLine account. Please contact your administrator"

If a user sees this error message, this number is either a reserved number or associated with an active MultiLine account. The number needs to be released or the previous account needs to be closed for the onboarding to complete. Escalate the issue to resolve....

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Updated December 1st, 2020 by Melanie Allen

Why do I need to install Company Portal?

The Intune Company Portal provides you access to corporate apps and resources. You need to set up Intune Company Portal App before installing MultiLine for Intune and other Work apps.  During the initial setup, the app requires that you authenticate yourself with your organization. It then informs you of any device settings you must upgrade. For exa...

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Updated April 29th, 2021 by Melanie Allen

Import contacts from personal Contacts app (Android Only)

You can import contacts from your personal Contacts app when using the Local Contacts setting.The Local Contacts setting creates a separate, unique Contacts list in the MultiLine app.  Note Your organization must have the Local Contacts setting feature turned on for you.  You must enable the Contacts permission for MultiLine in your phone app settin...

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Updated October 16th, 2020 by Melanie Allen

If an employee leaves the company, can the data from their account be deleted from their device?

Yes. If an employee leaves the company, admins can easily deactivate the user through the portal, which means that the departing employee will no longer be able to use the MultiLine service. The administrator can reserve or reassign that number to another employee for business continuity.  Note:  This disables the application on the end user’s devic...

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Updated October 16th, 2020 by Melanie Allen

Is Movius MultiLine ISO certified?

Yes, Movius MultiLine is ISO 27001:2013 and ISO 9001:2015 certified....

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Updated October 20th, 2020 by Melanie Allen

Is MultiLine voice and text capture compatible with SIPREC technology?

Yes. If your organization needs SIPREC, we can work with you to set it up....

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Updated November 12th, 2020 by Melanie Allen

Get custom message templates for the WhatsApp Messaging connector

About message templates and the 24 hour session  In order to protect the WhatsApp user experience, Facebook has guidelines that prevent businesses from using the platform to advertise to, spam, or harass users. One of the ways they enforce this is to restrict freeform messaging between the business and WhatsApp user to 24 hour sessions.  If the busi...

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Updated February 10th, 2021 by Melanie Allen

MultiLine for Intune says I need to install Company Portal, but I already have it?

If you already installed Company Portal, but MultiLine for Intune has an error message saying that you need to install it, you need to enable it: Enable Intune Company Portal Click the link to Go to Store.  Click the Enable button.  When the Enable button changes to Open, go back to the MultiLine for Intune app and try starting again. ...

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Updated April 23rd, 2021 by Melanie Allen

Can I import contacts from my personal Contacts app?

Import contacts from personal Contacts app The Local Contacts feature in the app allows you to select contacts from your per... You can import contacts from your personal Contacts app when using the Local Contacts setting.The Local Contacts setting creates a separate, unique Contacts list in the MultiLine app.  Note Your organization must have the L...

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Updated October 16th, 2020 by Melanie Allen

Can more than one Administrator be added my corporate account?

Yes. The designated Administrator can add other Administrators. They can also create and assign Administrator roles with custom privileges and responsibilities....

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Updated May 14th, 2020 by Melanie Allen

KB Updates: Week of 5/11/2020

Added materials on three add-on products in a new Security and Compliance section in Admin Portal and in a new category called Advanced Security and Compliance.  Admins: About Digital Safe (Admin Portal and Advanced Security and Compliance) Admins: Digital Safe Performance (Advanced Security and Compliance) Admins: Digital Safe File Formats (Advance...

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Updated March 23rd, 2021 by Melanie Allen

Video: How to resend an invitation

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Updated May 10th, 2021 by Melanie Allen

Feature Comparison MultiLine App and WhatsApp Messaging Connector

This table shows a comparison of which app features the WhatsApp connector shares with MultiLine apps. Feature MultiLine Client WhatsApp Messaging Connector Works over cellular Yes Yes Works over mobile data Yes Yes Works over Wi-Fi Yes Yes Messaging (text only) Yes Yes Voice message No No Voice call Yes No Multimedia Yes No Group message Yes (unles...

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Updated March 23rd, 2021 by Melanie Allen

Webinar: How Financial Services Firms Are Preparing for the New Normal

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Updated October 20th, 2020 by Melanie Allen

Is data still captured if the user is calling or texting over Wi-Fi?

Yes, regardless of the connection type, voice and text data will be securely captured and ready for export to your archive solution....

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Updated March 23rd, 2021 by Melanie Allen

Video: Blocking Calls (Android)

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Updated February 5th, 2021 by Melanie Allen

KB Updates: Week of 02/01/2021

Added more instructions for MultiLine for Intune Admins Added Admins: How to add the MultiLine for Intune iOS App with Microsoft Endpoint Manager Added Admins: App protection policies for MultiLine for Intune App...

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Updated March 12th, 2021 by Melanie Allen

Movius Strategies for Stopping Spam and Robo-Calls

Spam calls are an unfortunate reality of mobile communications, but there are several strategies we use for MultiLine that work to reduce the number of spam calls received, and features for our users to help combat spam calls that still make it through these measures. When people retire their numbers, carriers take these numbers for a period of time...

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Updated February 12th, 2021 by Melanie Allen

KB Updates: Week of 01/25/2021

Added Guide: How to install and configure MultiLine for Intune Consolidated information from existing admin materials Made corrections to Guide: MultiLine for Intune New User Missing steps were added Added Admins: End User Migration Guide for Movius for BlackBerry to MultiLine for Intune Edited Log in to MultiLine Clarified further which phone numbe...

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Updated December 1st, 2020 by Melanie Allen

Why do I need to install Microsoft Authenticator?

If you don't have Microsoft Authenticator already, you'll be prompted to install it when installing Company Portal. You'll need Microsoft Authenticator to use Single Sign On, so that you don't have to keep entering your password every time you launch the app....

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Updated October 16th, 2020 by Melanie Allen

Is Movius MultiLine suitable for HIPAA requirements?

Yes, MultiLine provides HIPAA-compliant texting and calling through a separate mobile phone number, allowing secure communication between caregivers and patients.  Capture patient consent from text messages through an automated workflow. All patient consent is captured and available as a report in the admin portal. Identify PHI related keywords and ...

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Updated October 16th, 2020 by Melanie Allen

Is Movius MultiLine suitable for MiFID II and FCA COBS 8.11?

Yes, Movius MultiLine enables compliance with MiFID II and FCA COBS 11.8, including the requirement to produce all communications related to a trade upon the request of a regulator, including mobile calls and texts, no matter whether the phone is corporate or privately owned. It brings the compliance, retention, archiving and eDiscovery capabilities...

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Updated October 20th, 2020 by Melanie Allen

Can MultiLine be configured to announce that calls are being recorded?

Yes, the announcements feature includes a default message that you can use, or you can configure your own announcement....

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Updated October 16th, 2020 by Melanie Allen

Is Movius MultiLine suitable for Dodd-Frank and GLBA requirements?

Yes.  MultiLine ensures secure and private attorney/client and third-party communications to protect sensitive client data in accordance with Dodd-Frank and Gramm-Leach-Bliley Act (GLBA). Movius Corporation assumes no liability for the accuracy or completeness of this information. Please consult with an attorney for specific information on specific ...

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Updated October 16th, 2020 by Melanie Allen

What is MultiLine?

MultiLine is a cloud-based communications service that provides you an additional secure business number for all your business communications on your existing smartphone and carrier network. The MultiLine App gives you a separate business number for all your work calls, texts, voicemail, and contacts while giving you complete privacy over your perso...

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Updated October 16th, 2020 by Melanie Allen

Is MultiLine a VoIP (Voice Over Internet Protocol) only phone service?

MultiLine is not a VoIP-only service. MultiLine has the unique ability to make and receive calls over WiFi, mobile data, and/or cellular voice for the highest quality of service....

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Updated March 23rd, 2021 by Melanie Allen

Video: How to add a MultiLine Account

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Updated May 25th, 2021 by Melanie Allen

Get Started with MultiLine for Intune (MDM)

About MultiLine for Intune About MultiLine for Intune MultiLine for Intune is a secure, carrier-agnostic bus... About MultiLine for Intune MultiLine for Intune is a secure, carrier-agnostic business application that enables employees to compliantly communicate with external clients through a separate business number on their own personal devices, sp...

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Updated May 10th, 2021 by Melanie Allen

Does MultiLine access my personal WhatsApp?

No, MultiLine doesn't access your personal WhatsApp at all. When you use MultiLine as your official business app to securely call and message external clients, you'll be using your separate business number which is connected to your company's official WhatsApp account. This keeps your work messaging completely separate from your personal number and ...

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Updated March 15th, 2021 by Melanie Allen

Start calling and messaging with MultiLine

Now you're ready to get started making calls and sending texts using your MultiLine. Making calls There are multiple ways to place a call in MultiLine: from the Keypad, from the Recents tab, and from your Contacts list.  Make a Call from Your Keypad Screen Go to your Keypad tab in the navigation bar at the bottom of your screen (iOS) or the bottom r...

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Updated May 25th, 2021 by Melanie Allen

Admins: Customize SMS invitations

When you add users in MultiLine, you can invite them to join by sending an SMS. Go to Setup >  Administration > Invitation Templates >  Messages . Click Edit. Make any desired changes. Note: You must include required  variables.  See below for list of parameters Click Preview Template to see how edits would look and make sure that parameter...

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Updated June 12th, 2020 by Melanie Allen

KB Updates: Week of 6/08/2020

Updated Admin Troubleshooting with new questions....

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Updated May 20th, 2021 by Melanie Allen

Why is my ringtone different in Minutes mode than Data mode?

When using Minutes mode for incoming calls, the ringtone is based on your Phone settings. When using Data mode for incoming calls, the ringtone is based on your MultiLine settings.  How to set notification preferences for Data calls Edit Ringtone and notification preferences You can change the notification/ring sounds on your MultiLine in your setti...

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Updated May 14th, 2021 by Melanie Allen

Get started with Movius for BlackBerry

About Movius for Blackberry Movius for BlackBerry® provides secure and compliant calling and texting through ... Movius for BlackBerry® is a MultiLine app that provides secure and compliant calling and texting through a separate mobile phone number and app on your employee’s corporate or personal device. All communication data is captured and sent t...

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Updated February 2nd, 2021 by Melanie Allen

Release Notes | January 2021

January 2021 Release These release notes outline new features and enhancements to the Movius MultiLine Solution including to our MultiLine Applications, Movius Management Portal (MMP), and API. We have been hard at work implementing new exciting functionality. What's New? MMP Enhancements Administrator Search Details Enhancement This enhancement all...

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Updated October 16th, 2020 by Melanie Allen

What is your Privacy policy?

Movius is committed to maintaining your privacy. We believe that you are entitled to know how Movius will collect, use and protect the personal information you give us. This policy describes how we collect and may disclose personal information, including the following: what personal information we collect from you, how we use your information, how l...

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Updated March 23rd, 2021 by Melanie Allen

Video: Contact Settings (iOS)

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Updated October 16th, 2020 by Melanie Allen

How does MultiLine protect privacy?

The MultiLine app separates all your business communications from your personal communications. It’s like having two independent devices with no data exchanged between them. The company can’t access or delete any personal data on your phone. They also have no visibility into your personal mobile activities— texting, calling, social media, search his...

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Updated May 20th, 2021 by Melanie Allen

Set Business Hours in MultiLine app

You can set your availability for calls to your MultiLine number using the Manage Availability setting. Use Business Hours to set which hours you would like your phone to ring. Outside of those hours, calls will go to voicemail.  Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android). Click Settings. Select Manage Availab...

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Updated March 15th, 2021 by Melanie Allen

Why am I unable to see the “Make Calls” and “Receive Calls” section under Call Settings?

You need to check with your organization administrator whether they have blocked these features for you....

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Updated October 16th, 2020 by Melanie Allen

Can I have more than one MultiLine on my device?

No, it is only possible to have one MultiLine per device....

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Updated October 16th, 2020 by Melanie Allen

Can I customize the Help menu in the application so users know what number to call?

Yes. Each company is encouraged to put their own company contact information underneath the Help section. This number will display in the application if an end user has questions....

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Updated March 23rd, 2021 by Melanie Allen

Video: MultiLine in 30 seconds

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Updated February 15th, 2021 by Melanie Allen

Install MultiLine for Intune (legacy)

1. Install the Multiline for Intune Application iOS On the Setup access screen when/if you installed Company Portal, you either selected Begin for a MDM+MAM setup, or Postpone for an MAM-WE setup.  If you didn't install Company Portal, or you selected Postpone, use your regular App Store.  If you selected Begin, use the App store within the Work con...

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Updated May 10th, 2021 by Melanie Allen

Can all the messages I send and receive using the WhatsApp connector be recorded?

Yes, your organization can compliantly and securely capture all the messages you send and receive, if configured....

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Updated March 25th, 2021 by Melanie Allen

Webinar: Movius Security and Compliance Deep Dive

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Updated March 23rd, 2021 by Melanie Allen

Video: Making Calls (iOS)

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Updated March 8th, 2021 by Melanie Allen

Release Notes | MultiLine for Intune | February 2021

Movius Release Notes for February 2021 We have an exciting feature we’re releasing to the MultiLine for Intune iOS and Android apps to announce. Whats New with MultiLine for Intune? The latest release of MultiLine for Intune IOS and Android Clients delivers Click-to-Dial capabilities. About Click-to-Dial Whenever a phone number appears in your manag...

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Updated October 16th, 2020 by Melanie Allen

Can MultiLine work with my MDM?

Yes, MultiLine works with any MDM, including Microsoft Intune, BlackBerry Dynamics, Workspace One, and Mobile Iron....

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Updated March 23rd, 2021 by Melanie Allen

KB Updates: Week of 03/22/2021

Added content to Videos Added What does a call over data vs minutes really mean anyway? Added Where MultiLine fits in among recording solutions ...

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Updated March 23rd, 2021 by Melanie Allen

Video: Receiving Calls (Android)

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Updated September 28th, 2020 by Melanie Allen

Admins: Digital Safe Performance

Movius deploys Digital Safe processing for voice and messages independently in order to meet differentiated compliance requirements. In this configuration, Movius offloads the Metadata and Message Recording content once a day to the customer's SFTP server. Movius also offloads the Metadata and Call Recording content every 30 minutes to the customer'...

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Updated March 23rd, 2021 by Melanie Allen

Webinar: Tips & Tricks to Securely Enabling Remote Workers

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Updated March 23rd, 2021 by Melanie Allen

Video: Receiving Calls (iOS)

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Updated April 23rd, 2021 by Melanie Allen

When I enter the Company ID from the MultiLine invitation, I get the error message “Invalid Company/ Org ID. Please try again”

Due to security reasons, we can't be more specific about what went wrong with your credentials. If you've typed in your credentials exactly as included in your invitation there are a few reasons you may see this error: You received a more recent invitation that has replaced your older invitation You used MultiLine with another organization previousl...

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Updated June 4th, 2020 by Melanie Allen

Kaziranga Release 3 | May 2020

Movius Kaziranga 3 Release Notes May 2020  These release notes outline new features and enhancements to the Movius MultiLine Solution. These notes will provide details of changes to the MultiLine App and Management Portal. What’s New? CDR Logging Enhancements: RTP statistics for every call now contain additional logging of call quality parameters an...

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Updated August 3rd, 2020 by Melanie Allen

How do I find my MultiLine app version number?

To find your app version for troubleshooting purposes, go to Settings, then Help, then About Us. ...

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Updated May 10th, 2021 by Melanie Allen

Start a 24-hr conversation session (Message Templates)

When a WhatsApp contact doesn't reply to a conversation for 24 hours, the ability to type new messages to the customer is turned off. This is a policy of the WhatsApp/Facebook to prevent people using business accounts to spam, harass, or advertise to WhatsApp users.   After a customer hasn't replied for 24 hours, you'll see a message letting you kno...

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Updated October 16th, 2020 by Melanie Allen

What is the Penetration Testing policy?

Implemented a methodology for penetration testing that includes the following:   Is based on industry-accepted penetration testing approaches. o Includes testing from both inside and outside the network. o Includes testing to validate any segmentation and scope-reduction controls.  Defines application-layer penetration tests to include, at a minimum...

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Updated October 16th, 2020 by Melanie Allen

How do I select which calling mode to use?

In Settings > Call Settings you can choose settings for making and receiving calls. See Choose your Call Settings....

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Updated October 16th, 2020 by Melanie Allen

How long does it take for recordings to appear in the management portal?

It can take up to 15 minutes for recordings to appear in the management portal....

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Updated April 23rd, 2021 by Melanie Allen

Which features require an Internet connection?

One of our favorite things about the MultiLine application is that it lets you call your contacts regardless of whether you have an Internet connection. But there are some features of the app that require an Internet connection to work: Updating your voicemail greeting Changing your call handling (simultaneous and sequential dial) settings Changing ...

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Updated August 3rd, 2020 by Melanie Allen

Set E911 Personal Information

What is E911? In U.S., Puerto Rico and U.S Virgin Islands, where 911 is dialed for emergency, it is required by law to store the caller’s address in any application which has calling ability. This address is used by the emergency services to determine the location of the caller, if 911 is dialed. All the MultiLine for Salesforce users in U.S., Puert...

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Updated February 12th, 2021 by Melanie Allen

I set my contacts to Native Contacts, but it didn't import my contacts. Why?

Native Contacts is one of three Contact Settings you can use with all versions of MultiLine. It pulls contacts that you were using with your personal number into MultiLine.  When you use Native Contacts with MultiLine for Intune, it pulls your contacts from inside the Work container instead of your personal contacts. This is because the Work contain...

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Updated April 7th, 2020 by Melanie Allen

Apply MultiLine Permissions set to users

Open Permission Sets under Setup  Click MML Permissions Click Manage Assignments Click Add Assignments...

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Updated October 14th, 2020 by Melanie Allen

Three-party Data calls in MultiLine app

Three-party calling works differently when you use Data or Minutes. Refer to these instructions to make a three-party call over Data.  Click the + Add Call button to bring up the Movius contacts list Dial a contact or go to the keypad to dial any number.   Once you have dialed, click Merge to create the conference call....

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Updated October 20th, 2020 by Melanie Allen

Collect client consent to SMS

Some regulated users must get consent from their clients to start text messaging conversations. This article describes the SMS Opt-In Flow so you know what to expect.  Default messages are provided in the scenarios below. Your organization may configure the messages differently.  You or the client can initiate the opt-in flow.  MultiLine User initia...

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Updated March 1st, 2021 by Melanie Allen

Intune Admins: Add MultiLine for Intune to Microsoft Endpoint Manager

The first step to deploy MultiLine for Intune as an Intune app is to add the application to Microsoft Endpoint Manger.  Adding MultiLine for Intune (iOS) in Microsoft Endpoint Manager Log into the portal manager at https://endpoint.microsoft.com In the left menu, select Apps Select All apps from the sub menu Select +Add from the top menu Choose iOS ...

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Updated March 2nd, 2021 by Melanie Allen

Admins: View Enterprise-wide MultiLine usage

The Consumption Metrics page will give you an enterprise-wide overview of your organization's MultiLine usage - tracking and graphing the amount of minutes used, messages sent, and mobile data consumed. You can choose to view a number of timeframes, including the current cycle, past cycle, or week by week.  1. Navigate to the Reports tab and then to...

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Updated April 3rd, 2020 by Melanie Allen

Admins: Set mobile recording

You can edit settings for voice recording, text recording, group messaging, and picture messaging in Mobile Recording under the Setup tab. Mobile Recording Call Recording All calls will be captured by enabling this option. Check Enable checkbox to enable Call Recording. Message Logging All messages will be captured by enabling this option. Text, pic...

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Updated March 23rd, 2021 by Melanie Allen

Video: How to use MultiLine (Android)

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Updated May 13th, 2021 by Melanie Allen

Admins: Resend invitations

From Accounts, you can resend invitations if a user has lost theirs.  To resend an invitation Select the checkbox next to the User Name   Click Resend Invite Note The Resend Invite button stays active both in the Accounts as well as the Administrator pages, irrespective of whether the numbers are available or not.  Moving the pending invitations fro...

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Updated May 11th, 2021 by Melanie Allen

Admins: Mobile App Application Version

If you're deploying MultiLine, Movius for Blackberry, MultiLine for Intune, or one of our other integrations, you need to add them to the Allowed Applications. You can also set the minimum application version.   This setting is under Mobile App in the Setup tab.  Click Edit for Application Version. Use the Minimum Version field to set the minimum ve...

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Updated November 16th, 2020 by Melanie Allen

Admins: In-app notification message for compliance

Problem: A CIO wants to send a yearly reminder to all employees to complete mandatory security training or a manager wants to send a daily reminder to all contractors to submit time sheets. Solution: In-App Messaging controlled from Management Portal.  Requires mandatory acknowledgement by end-user Helps with compliance reporting of delivery/acknowl...

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Updated October 16th, 2020 by Melanie Allen

Does MultiLine use my personal phone plan’s minutes?

Yes. When you make and receive calls, MultiLine uses the minutes included in your cellular phone plan. For those with unlimited minutes plans, there is no added cost. For those with limited minutes plans, it is subject to company policy. Often the companies we work with will give a small stipend to cover the monthly charge. MultiLine also supports c...

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Updated January 31st, 2021 by Melanie Allen

Why does my dialer screen show a different number than the one I called, or than the number who called me?

When Movius MultiLine is set to use the regular minutes in your carrier plan, you may notice a different number together with the one you are calling or getting the call from. Don’t worry – it’s supposed to do that. We call that number a routing number and its purpose is to relay the calls through our service to display your Movius MultiLine caller ...

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Updated October 16th, 2020 by Melanie Allen

If I set MultiLine to use data for calls, will the phone default to minutes if data is unavailable?

If you want MultiLine to default to minutes for receiving calls when data is unavailable, make sure that in your MultiLine Settings menu the Call Settings for Receive Calls are set to Try Data, Otherwise Minutes.   MultiLine will attempt to receive the incoming call with data, but if it isn't available the call will use the native phone's dialer and...

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Updated December 3rd, 2020 by Melanie Allen

KB Updates: Week of 11/30/2020

Added Dual SIM Phone Setting Guide   Added answers to Intune User FAQ Edited Choose your Contact Settings Added Add a contact Added Can I import contacts from an Exchange server?  ...

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Updated June 16th, 2020 by Melanie Allen

KB Updates: Week of 06/15/2020

Corrections made to Guide: Multiline for Intune New User.  Removed information intended for administrators from the About section Revised installation flow to more clearly and correctly indicate the difference between the steps of an MDM+MAM setup and MAM-WE setup.  Cross-published instruction for enabling Single Sign On into the guide. Deleted Mult...

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Updated October 16th, 2020 by Melanie Allen

Is Movius MultiLine suitable for GDPR requirements?

Yes. Movius meets the imperatives of GDPR, including privacy by design, explicit consent, data breach notification, and subject access rights.  The Movius MultiLine solution clearly separates personal and business calls and texts in a transparent and auditable way. The platform can demonstrate the necessary degrees of separation required to meet the...

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Updated April 2nd, 2020 by Melanie Allen

Admins: Search users

In the Accounts tab, you can search for accounts by Name, Email ID, MultiLine Number or Device Number. All existing user accounts are visible with the current status of the account. Hover over the icons under Status, to view their current status. The Invite Status will be indicated with Green, Amber, Red, and Grey icons. In addition to the above ico...

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Updated October 16th, 2020 by Melanie Allen

Does the WiFi to minutes switching work during an ongoing call?

You can use Call Settings to be flexible about using Wi-Fi or Minutes when placing or receiving calls. See Choose your Call Settings. However, it isn't possible for an ongoing call to switch from WiFi to Minutes.  Minutes mode is a separate radio channel and hence cannot pick up a call on minutes and hand over to data and vice versa.  To continue yo...

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Updated October 16th, 2020 by Melanie Allen

Do clients need to install an application?

External clients respond natively through their personal WhatsApp and don't need any additional applications....

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Updated May 7th, 2020 by Melanie Allen

Admins: Profile menu

Your profile is a record of your information as an administrator of this organization. You can edit your profile by adding new information such as your Profile Photo, Address, Time zone, etc. Click . Click P rofile. Fill out the details and click Save....

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Updated March 23rd, 2021 by Melanie Allen

Video: How to Use MultiLine (iOS)

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Updated March 16th, 2021 by Melanie Allen

Get Started with Salesforce Connector

With MultiLine for Salesforce, sales teams, wealth managers, and financial advisors benefit from an unmatched user experience – all business conversations through the MultiLine app are automatically captured and logged inside the Salesforce CRM.  Activate MultiLine for Salesforce Once your organization sets you up with MultiLine for Salesforce, when...

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Updated October 23rd, 2020 by Melanie Allen

KB Updates: Week of 10/19/2020

Updated Use MultiLine to Call and Text and Choose your Call Settings to include information about how to decide which call settings to pick.  Updated Set Caller ID for incoming and Outgoing Calls to include information about differences in data vs minutes mode behaviors. ...

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Updated October 16th, 2020 by Melanie Allen

When opening Movius for BlackBerry or when clicking a number to dial from BlackBerry Work, why does Movius switches once to Blackberry Work and then again back to Movius?

Movius for BlackBerry is integrated with BlackBerry Dynamics authentication methods and policies.  When Movius for BlackBerry is launched, if the BlackBerry Dynamics authentication policy is set to delegate, the BlackBerry Dynamics framework automatically calls BlackBerry Work. If the user is already authenticated with BlackBerry Work, the user will...

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Updated May 24th, 2021 by Melanie Allen

About Click-to-Dial in MultiLine for Intune

Your browser does not support HTML5 video. Whenever a phone number appears in your managed apps—within an SMS or messaging program, in an email, in the browser, the number will be rendered as a clickable link. Tap the link and the MultiLine for Intune call screen will automatically appear to make the call. The Click-to-Dial feature is robust and can...

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Updated February 12th, 2021 by Melanie Allen

Enterprise Guide: WhatsApp Messaging Connector Enablement

Refer to this article for the five activities required by Enterprise during the WhatsApp Messaging Connector New Business Registration Process.  See   Full E2E flow of the WhatsApp Messaging Connector Enablement  for the full 16 step process that includes Movius and Twilio/Facebook processes.  Note on New Business Registration (click to open) Our Wh...

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Updated November 23rd, 2020 by Melanie Allen

What is your CPNI Policy?

Movius is committed to maintaining the privacy of its customers and subscribers. In addition to protecting your personal information as outlined in Movius’ Privacy Policy, we are obliged to give additional protections to certain information about how you use the MultiLine Service provided by Movius. However, that information can help us customize an...

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Updated September 28th, 2020 by Melanie Allen

Admins: About Digital Safe

This article provides a description of Digital Safe, an option of the Movius solution that provides offloading of voice, SMS recordings, and (if enabled) WhatsApp messages. What is Digital Safe? Digital Safe offers a simple method for your enterprise to receive permanent copies of your call, SMS, and (if enabled) WhatsApp message activity for compli...

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Updated October 16th, 2020 by Melanie Allen

How do I change the voice prompts for call recording?

MultiLine gives you an option to change the voice prompts for call recording for different calling scenarios.  For this you need to login to the MMP portal with admin access.  Under the Setup option click on Feature Settings.  Select the Mobile Recording option.  Scroll down on the screen and you will see multiple calling scenarios. MultiLine to Non...

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Updated September 30th, 2020 by Melanie Allen

Admins: About Redaction and Lexicon Policies

With Redaction, you can prevent certain kinds of information from being sent or received in text. This works by using a lexicon that identifies strings in outgoing and incoming text messages that contain information that shouldn't be shared. These messages can be blocked entirely, or the message can be sent with only the illegal content redacted.  T...

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Updated February 24th, 2021 by Melanie Allen

Will using MultiLine cause roaming costs if I'm traveling for work?

You can set MultiLine to receive calls and texts only in your  Call Settings  when you’re  connected to a Wi-Fi network. This feature lets you keep  roaming costs in check when using your personal phone in a  foreign country.  Note: Check with your organization on whether you may be reimbursed  for roaming charges....

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Updated October 16th, 2020 by Melanie Allen

Can I send bulk invites to users and assign the number?

No. At this time, it is not possible to assign a specific number to a user if you utilize a bulk invitation....

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Updated October 16th, 2020 by Melanie Allen

Does MultiLine support TCPA Opt-In/Opt-Out?

Yes. We understand that in highly regulated industries – there are often requirements to capture client opt-in or for the client to enroll in order to text with their advisor.  MultiLine renders this process easy, texting enrollment is built-in with our Opt-In feature. It’s a simple process. When the advisor first texts a client – the client will re...

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Updated May 14th, 2020 by Melanie Allen

KB Updates: Week of 5/4/2020

We've added new content to support Branding Customization. This information was added to Guide: How to install and configure MultiLine, the Management Portal under Setup and in MultiLine Admin under Branding Customization.  Updated Set Up Your Organization with more details about navigation and creation of sub-organizations.  Added Admins: Edit Prof...

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Updated November 10th, 2020 by Melanie Allen

When I make or receive calls, why do I see a number that I do not recognize?

When Movius MultiLine is set to use the regular minutes in your carrier plan, you may notice a different number together with the one you are calling or getting the call from. Don’t worry – it’s supposed to do that. We call that number a routing number and its purpose is to relay the calls through our service to display your Movius MultiLine caller ...

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Updated May 14th, 2021 by Melanie Allen

About Movius for Blackberry

Movius for BlackBerry® is a MultiLine app that provides secure and compliant calling and texting through a separate mobile phone number and app on your employee’s corporate or personal device. All communication data is captured and sent to your archive or CRM so you can engage with clients with greater efficiency and immediacy while minimizing risks...

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Updated March 23rd, 2021 by Melanie Allen

What does a call over data vs minutes really mean?

We want to ensure you stay connected with clients from anywhere. Our patented technology allows you to make and receive calls over wifi, data, and cellular regardless of your underlying carrier. What is data mode and minutes mode? Call over Minutes means MultiLine doesn't require an Internet connection for calls. You'll still need an Internet connec...

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Updated December 2nd, 2020 by Melanie Allen

Add a contact in MultiLine app

It's easy to add contacts in the MultiLine application.  Go to the Contacts tab. Click the Add Contact button.  Fill out as many details as desired: First name  Last name  Phone Email Address Clicking "Add Phone field", "Add Email field", or "Add Address field" will let you associate multiple phone numbers, email addresses, and addresses for the con...

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Updated October 16th, 2020 by Melanie Allen

Can the Movius platform identify text in messages violating company policy, and can administrators be notified and the content be blocked?

Yes. There are some things that should never be sent over text messages – we understand that. Social security numbers, credit cards – these are privacy risks for your clients and customers, and they are security and compliance risks for you.  Firms can leverage Movius’ pre-built list as well as define their own lexicon list of terms, keywords, and p...

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Updated May 25th, 2021 by Melanie Allen

Admins: End User Migration Guide for Movius for BlackBerry to MultiLine for Intune

Read this article for the process of migrating users from Movius for BlackBerry to MultiLine for Intune. Movius provides separate versions of the MultiLine App for BlackBerry Dynamics UEM (Movius for BlackBerry) and Microsoft Intune (MultiLine for Intune). Therefore if changing UEM, the following steps are required to migrate users from the Movius f...

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Updated October 20th, 2020 by Melanie Allen

Why aren't my clients seeing my MultiLine number as my caller ID?

Please check that you have enabled caller ID in Multiline application in Settings > Call Settings > Show my caller ID....

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Updated February 26th, 2021 by Melanie Allen

Intune Admins: iOS app protection policies for MultiLine for Intune

In order for MultiLine for Intune to function correctly, the Intune admin has to set application protection policies in the Intune Portal. These policies must be configured separately for iOS and Android Apps. Further, separate policies must be set for the MultiLine for Intune App and the other Intune managed Apps. These specific policies are elabor...

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Updated October 16th, 2020 by Melanie Allen

What carrier(s) will support MultiLine? Do I have to change my personal carrier plan?

You don’t need to make any changes to your device or carrier. MultiLine can work on any Android or iOS smartphone from any carrier globally....

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Updated September 30th, 2020 by Melanie Allen

Request consent for WhatsApp messaging

Refer to this topic to learn what to expect when you initiate a new WhatsApp conversation.  You can only send WhatsApp messages to users in your contacts. If you need help setting up your contacts, see Add Contacts.  When you try to send a message to a client with WhatsApp for the first time, you're required to get consent using an Opt In process.  ...

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Updated May 14th, 2020 by Melanie Allen

Block a number in MultiLine app

You can block numbers in MultiLine from the Calls and Messages tabs or from Settings > Call Settings.  Once a number is blocked from any of these screens, you will not receive any calls, SMS messages, or voicemails from that contact.  Block a number Android Block from Calls Tap the down arrow to access the menu from the number you want to block. ...

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Updated September 14th, 2020 by Melanie Allen

Admins: Edit mobile recording settings

You can edit settings for voice recording, text recording, group messaging, and picture messaging in Mobile Recording under the Setup tab. Mobile Recording Call Recording All calls will be captured by enabling this option. Check Enable checkbox to enable Call Recording. Message Logging All messages will be captured by enabling this option. Text, pic...

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Updated May 25th, 2021 by Melanie Allen

Guide to using this Knowledge Base

This Knowledge Base contains help topics for MultiLine app users, Movius Management Portal Admins, supporting IT teams and external application admins.  Your browser does not support HTML5 video. The easiest way to navigate the KB is to use the search bar. Type in your key words and then use the menu to narrow by category to narrow your results to w...

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Updated November 16th, 2020 by Melanie Allen

Admins: Digital Safe File Formats

The format archives monitored audio and message recordings, with voice and messages in separate delivery events (separate files under separate schedules) and with separate .CSV files for Voice and Messages. A zero-byte file is generated in the event no content is available to archive. There is an option to generate just audio, just text of both file...

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Updated October 16th, 2020 by Melanie Allen

Do my customers need to also have the MultiLine app for it to work?

No. MultiLine provides you a fully-functional carrier-grade line. Customers don’t need to download any app, they simply call and text your MultiLine as normal....

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Updated August 7th, 2020 by Melanie Allen

Add a favorite contact in MultiLine app

You may want to add contacts that you're in touch with more frequently to your favorite contacts. This makes it easier to start new calls or messages with them. To add a contact to your favorites Go to the Contacts tab.  Click your contact to open the Contact details. Click the Star in the upper right-hand corner.  After you've added a contact to yo...

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Updated April 2nd, 2020 by Melanie Allen

Admins: Restrict which email domains can receive invitations

You can set up a list of allowed email domains under Administration in the Setup tab. This restricts which domains can receive invitations.  Note: If there are no entries under Allowed Email Domains, emails can be sent to any email domain. If you haven't set up any allowed domains yet, click add from the message.  Add an allowed domain Click Edit. S...

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Updated June 18th, 2020 by Melanie Allen

Movius MultiLine for Intune Release Notes | June 2020

Movius MultiLine for Intune Release Notes June 2020  These release notes outline new features and enhancements to the Movius MultiLine Solution. These notes will provide details of changes to the MultiLine App and Management Portal. MultiLine for Intune Movius now supports the Microsoft Intune enterprise mobility suite, providing integration with th...

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Updated September 2nd, 2020 by Melanie Allen

KB Updates: Week of 08/30/2020

Moved MultiLine for Salesforce materials MultiLine for Salesforce User moved into MultiLine User. MultiLine for Salesforce Admin moved into MultiLine Admin.  Added materials for new WhatsApp messaging channel feature...

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Updated January 29th, 2021 by Melanie Allen

How do I contact support?

When you need help from support, tap your Settings menu, then Help.  Email a Log to Support: If you've been requested to email logs, or you need assistance, information to contact support is located in the app in Settings > Help > Contact Support. Tap the email icon to generate an email which will include logs to send to support. Add your expl...

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Updated May 13th, 2021 by Melanie Allen

Admins: Move user

From Accounts, you can move an account from one department or sub-organization to another within your tree (according to the hierarchy). Once the user is moved, all settings of the new organization will be applied to the user.  Note You must have "Move user" Admin permissions to complete these instructions.  Move an account Click Accounts. Select th...

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Updated May 17th, 2021 by Melanie Allen

Set up your Contacts list in MultiLine app

MultiLine provides options for sourcing, sorting, and displaying contacts. You'll need to choose your Contact Source in Contact Settings before you begin adding contacts.  Choose your contact source  Tap the menu icon  ⋮ in the bottom right (iOS) or upper right-hand corner (Android). Tap Settings. Tap Contact Settings. You have the option to select ...

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Updated October 16th, 2020 by Melanie Allen

Can Movius prove that data passing through its systems hasn't been intercepted and changed?

All data between the client and server is encrypted. SIP over TLS uses: SHA2 with RSA Secure RTP SRTP between client and server uses:  AES_CM_128_HMAC_SHA1_80 Restful WEB Services uses HTTPS. The Movius for Blackberry apps (Android and iOS) communicate via POST with the server hence the data between the client and server cannot be viewed by a third ...

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Updated March 12th, 2021 by Melanie Allen

How do I stop spam callers?

Spam calls are an unfortunate reality of mobile communications, but there are several strategies we use for MultiLine that work to reduce the number of spam calls received, and features for our users to help combat spam calls that still make it through these measures. When people retire their numbers, carriers take these numbers for a period of time...

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Updated May 15th, 2021 by Melanie Allen

About MultiLine for Intune

About MultiLine for Intune MultiLine for Intune is a secure, carrier-agnostic business application that enables employees to compliantly communicate with external clients through a separate business number on their own personal devices, specially built to be managed by Microsoft Intune. This version of MultiLine allows IT and mobility managers to se...

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Updated May 25th, 2021 by Melanie Allen

Install Microsoft Intune Company Portal (MDM)

If you already have Microsoft Intune Company Portal (Android and iOS) and Microsoft Authenticator (iOS only), then skip to installing MultiLine for Intune. Note: Some iOS users may not require installing Company Portal. Your MultiLine administrator will let you know if you need it.  What is Microsoft Intune and Intune Company Portal? About Microsoft...

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Updated October 16th, 2020 by Melanie Allen

What is the Access Control policy?

Movius has established the following policy to define how access control to information systems and services cover all stages in the life cycle of user access: from registration of new users to de-registration of users who no longer need access. Where possible, user policies are enforced by the operating system or other software. Movius data must ha...

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Updated September 28th, 2020 by Melanie Allen

KB Updates: Week of 09/21/2020

Updated Reporting > Admin: Activities to reflect that administrators of WhatsApp enabled organizations can now pull WhatsApp message reports. Updated Digital Safe Materials  About Digital Safe to reflect that Digital Safe reports now include WhatsApp Messaging.  Digital Safe File Formats to include WhatsApp Messaging.  Added articles for getting ...

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Updated May 14th, 2020 by Melanie Allen

Admins: Create Sub-Organizations

Click . Click Sub-Organizations. Click Create New Sub-Organization. Fill out the details Click Create....

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Updated February 26th, 2021 by Melanie Allen

Intune Admins: All Android and iOS Intune App protection policies

Refer to the below for an overview of Microsoft Intune and the various App protection policies that can be configured in Intune.  Please refer to the Movius help page for specific policies that must be set for the MultiLine for Intune App. Further, please refer to the End-User Movius help page to get complete overview of the MultiLine for Intune App...

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Updated October 16th, 2020 by Melanie Allen

Admins: Opt-In Custom Templates

You can contact your customer service representative to request custom messages to use in the SMS Opt-In feature.  In the scenarios below "XYZ" is a stand in for the name of an Enterprise. Template Type Description SMS Opt-in: SMS Content sent to the customer in case of MT When a customer initiates the first sms to an XYZ employee, a notification is...

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Updated October 16th, 2020 by Melanie Allen

Can recorded voice calls be downloaded?

Yes. You can download a specific call manually in the Portal or the recommended method is to download using SFTP. Recordings will be converted to MP3 format for download....

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Updated August 4th, 2020 by Melanie Allen

KB Updates: Week of 07/27/2020

Added Welcome to the Knowledge Base!  Added Lassen 1.1 Pre-Release Notes...

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Updated November 10th, 2020 by Melanie Allen

Why is my Caller ID experience different between Data Mode and Minutes Mode?

Receiving calls in Data Mode  The incoming call screen will show a two-line caller ID: The caller's number, or the name of the caller, if this is set in MultiLine Contacts, example below "John Smith".  A keyword followed by "Audio", example below "MultiLine_Audio...".  During the call you will see a two-line caller ID: Your MultiLine name as set in ...

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Updated October 16th, 2020 by Melanie Allen

Can I call and text from outside the country?

You can make and receive calls from any phone number, including outside the country, but international rates will vary depending on the provider. Contact your Account Manager to discuss options. Tip: use Wi-Fi Only mode when traveling to continue calling/texting with no international rates....

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Updated March 23rd, 2021 by Melanie Allen

Video: How to use the Management Portal

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Updated May 14th, 2021 by Melanie Allen

Admins: Suspend a Multiline account

In case a user is misusing the app or is doing activities not allowed by the organization, MultiLine gives the account owner the option of suspending the user’s number. Note You must have "Suspend User" Admin permissions to complete these instructions. Go to the Account tab and search for the user by Name/Email/MultiLine/Device Number. Click the ent...

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Updated October 16th, 2020 by Melanie Allen

Does MultiLine use my personal phone plan’s data?

Yes. When you make and receive calls, MultiLine uses the data included in your cellular phone plan. For those with an unlimited data plan, there is no added cost. For those with a limited data plan, it is subject to company policy. Often the companies we work with will give a small stipend to cover the monthly charge. MultiLine also supports calls a...

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Updated December 1st, 2020 by Melanie Allen

Can Movius for BlackBerry access contacts in the address book in the phone? Can I just go to the contact and dial through Movius for BlackBerry?

Movius for BlackBerry users can add contacts using three different contact source settings.  In the MultiLine Settings menu, the Contact Settings offer three options for you to select from: Native Contacts: Movius will use the contacts in the address book in the phone. Note: If this is not an available option for your organization, it will be grayed...

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Updated October 16th, 2020 by Melanie Allen

Is MultiLine data encrypted?

The Movius MultiLine platform encrypts personal data always, including data in and out of the system, between layers, and at rest. Encryption is either done at the protocol layer over encrypted tunnel. Personally, Identifiable Information (PII) data at rest is encrypted in the Movius platform’s PostgreSQL database, using enterprise level keys which ...

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Updated October 16th, 2020 by Melanie Allen

Can I resend an invitation if a user did not receive the invitation email?

Yes. Invitations can be resent to any user. Simply find the user in the Accounts tab of the Portal and click the “Send Invite” button....

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Updated October 16th, 2020 by Melanie Allen

What is the Vulnerability Scanning policy?

Movius will ensure that the Vulnerability Scans policy adheres to the industry standards and practices.  Create a recurring Task in Sales Force to run the vulnerability once in 2 weeks for every production system.  Run internal and external network vulnerability scans. The vulnerability scans will also be executed after any significant change in the...

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Updated May 1st, 2020 by Melanie Allen

Video: MultiLine for Salesforce

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Updated December 1st, 2020 by Melanie Allen

Dual SIM Phone Setting Guide

Many phones on the market have dual SIM ports.  If using both, you’ll  need to choose which SIM port to use for making outbound calls.    Tap Android or iOS below for personalized instructions: Android Android users  can set a default SIM or be prompted at the time of the call.   NOTICE:   Outbound minutes calls through MultiLine will fail if the de...

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Updated October 16th, 2020 by Melanie Allen

What is the Database Security policy?

Movius has a documented database security policy to control access to the Movius platform database. Access to the db configuration file is restricted to the database administrator, and application processes. Database Administrator will configure the database but will not have access to production data. A dbAdmin role is used to login and configure t...

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Updated October 16th, 2020 by Melanie Allen

Can recorded calls and texts be exported to a third-party archiving system?

Yes. MultiLine offers Digital Safe for exporting recordings to external systems. It can be integrated with leading recording archival platforms such as Actiance, Verint, Nice, Verba or Redbox....

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Updated October 16th, 2020 by Melanie Allen

When will the WhatsApp Messaging Connector be made available?

An open Beta for this integration is available now and general availability is expected in the fourth quarter, 2020. To request access, please fill out your information in the 'Get Started' form at https://moviuscorp.com/whatsapp/....

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Updated February 12th, 2021 by Melanie Allen

Search and store Exchange contacts in MultiLine app

When you're using Exchange contacts, you'll be able to search for any contact from the Global Address List (GAL), your company’s list of all employees. However, the full GAL will not show up in the list of contacts for performance reasons. Therefore, you may want to store the contacts you contact often. How to search and store a contact from Exchang...

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Updated February 16th, 2021 by Melanie Allen

Uninstalling the Workspace/Company Portal

Follow these instructions if you're instructed to uninstall Company Portal for troubleshooting purposes. If you don't have a work profile installed (you tapped Postpone during onboarding), you can delete Company Portal like any other app.  If you have a work profile installed (you did not tap Postpone during onboarding), your IT admin will have to e...

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Updated October 14th, 2020 by Melanie Allen

Access voicemails in MultiLine app

Movius MultiLine has embedded voicemail allowing callers to leave a message. Go to the Messages tab. Voice messages are indicated by a play icon. Click the Play icon.  You can also call back, message back or delete the voicemail from this screen. See Set up your voicemail for instructions on customizing your voicemail message....

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Updated March 2nd, 2021 by Melanie Allen

Admins: View, search, and download a specific user's MultiLine usage

The User Metrics page gives you an overview of a specific user's MultiLine usage - allowing you to search by name, number, call duration, and more! 1. Navigate to the Reports tab and then to the User Metrics page in the sub-menu.  2. Search a Name, Email or MultiLine number to see call and message records for that user. 3. Enter a Date Range within ...

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Updated October 16th, 2020 by Melanie Allen

How long is data stored on the Management Portal?

Data is stored by default for three months. You'll need to export your data to your compliance archive either manually, or using SFTP....

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Updated May 17th, 2021 by Melanie Allen

Send a multimedia message in MultiLine app

You can send and receive picture messages, and the supported formats are: .jpg .jpeg .png .gif You can also enable or disable automatic download of multimedia in your messages. Send a Picture Message Go to Messages and tap the New Message icon. Tap  icon. Enter the contact's name or number and tap Done. The number can either be a MultiLine number or...

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Updated April 16th, 2020 by Melanie Allen

MultiLine for Financial Services

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Updated June 25th, 2020 by Melanie Allen

Send a group message in MultiLine app

You can send and receive messages from a group of participants. Send Group Message Go to Messages and tap New Message. Enter the contact name or the number in the To field of the message and click Done.  You can add 10 recipients (11 participants) in a group and can also remove the participants from the group. Group messages can be sent to MultiLine...

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Updated June 5th, 2020 by Melanie Allen

KB Updates: Week of 5/26/2020

New content Added MultiLine for Intune Admins: Set Mobile Application Version and Allowed Applications added to MultiLine Admin > Manage Users and Settings and MultiLine Admin > Guide: How to Install and Configure MultiLine Admins: Mobile App Application Version added to Management Portal > Setup Reorganization  User materials for Movius fo...

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Updated October 16th, 2020 by Melanie Allen

Can you record all WhatsApp messages exchanged by MultiLine user and external client?

Yes, MultiLine provides built-in recording (add-on feature) that automatically records all WhatsApp messages and can deposit or archive the conversations into your existing compliance archive for surveillance....

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Updated May 24th, 2021 by Melanie Allen

Set your Call Settings in MultiLine app

You can choose when to use data or minutes for calls using Call Settings.  For more information on the difference between data mode and minutes mode, see What is the difference between data mode and minutes mode? How to set your Call Settings Tap the menu icon  ⋮ in the bottom right (iOS) or upper right-hand corner (Android). Tap Settings, then tap ...

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Updated December 3rd, 2020 by Melanie Allen

Can I add contacts from an Exchange server (Outlook, etc)?

Yes, go to Settings > Contact Settings and set your contacts source to Exchange.  If you're using MultiLine for Intune or Movius for Blackberry, your contacts will sync automatically. Otherwise, you will need to enter your email address, login details, and Exchange server information. Choosing the Exchange Contacts option will retrieve your conta...

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Updated October 14th, 2020 by Melanie Allen

Three-party Minutes calls in MultiLine app

Three-party calling works differently when you use Data or Minutes. Refer to these instructions to make a three-party call over Minutes.  Go to your home screen and reopen MultiLine. Dial a contact or go to the keypad to dial any number.   Once you have dialed, click Merge to create the conference call. Note Your cellular service provider must suppo...

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Updated May 14th, 2020 by Melanie Allen

Admins: Edit Sub-Organizations

Click . Click Sub-Organizations. Click Edit to make changes to the parameters within the organization....

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Updated October 16th, 2020 by Melanie Allen

Can I send text messages from my MultiLine number?

Yes, you can send and receive texts and pictures from the app, so you don’t have to disclose your personal number to customers....

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Updated May 10th, 2021 by Melanie Allen

About Redacted (Filtered) Messages

If your organization is set up with a lexicon policy, certain message content may be redacted. Usually, these policies redact potential breaches of PII or communication policies (such as offensive language) that may be illegal or damaging to the reputation of the enterprise. This redaction policy will apply to SMS and WhatsApp messages. These lexico...

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Updated May 14th, 2021 by Melanie Allen

Admins: Delete user and forward calls

You can delete a user from the Accounts tab. After deletion, you can reserve the number for further use or release the number to the Available pool.  Note You must have "Delete user" Admin permissions to perform these instructions.  How to delete a user 1. Go to the Accounts tab and search for the user by name, MultiLine number, device number, or em...

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Updated May 10th, 2021 by Melanie Allen

Get started with MultiLine WhatsApp Messaging Connector

Welcome to MultiLine WhatsApp Messaging connector! Your browser does not support HTML5 video. Getting Started If you're being granted access to WhatsApp messaging for the first time, you may see a prompt letting you know the feature has been activated. Click OK to dismiss. Send a WhatsApp Message Send a WhatsApp Message The WhatsApp Messaging connec...

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Updated April 7th, 2020 by Melanie Allen

Set up Out of Office

Open Developer Console under Setup  Click Debug and Open Execute Anonymous Window Copy and paste the following code in the window as shown below then click Execute to complete  String cronExp = '0 30 * ? * *'; MultiLine.MultilineUpdateOOOStatusScheduler  newSch = new MultiLine.MultilineUpdateOOOStatusScheduler(); System.schedule('Multiline OOO Statu...

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Updated October 19th, 2020 by Melanie Allen

Why is my phone not "waking up" to notify me I received a MultiLine SMS?

iOS and Android both allow every user to set up different notification settings for each application on an individual basis.  It is likely that your settings for Notifications may need modification if you want MultiLine Text Messages to "Wake up" your phone when it is on the Lock Screen "Sleep" status.    To change this setting on iOS : Navigate to ...

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Updated February 15th, 2021 by Melanie Allen

Full E2E flow of the WhatsApp Messaging Connector Enablement

There are 16 steps to adding the WhatsApp messaging connector to MultiLine. Our WhatsApp messaging connector for MultiLine is built on Twilio and the WhatsApp for Business API.  Facebook provides WhatsApp for Business API to Business Service Providers (BSP), such as Twilio.  The MultiLine application uses Twilio as BSP. Using a BSP lets Movius can p...

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Updated October 7th, 2020 by Melanie Allen

Lassen 1.1 Release Notes | July 2020

Movius Lassen Release Notes July 2020  These release notes outline new features and enhancements to the Movius MultiLine Solution. These notes will provide details of changes to the MultiLine App and Management Portal.  What’s New? Enhancement to User Provisioning APIs: We’re enhancing the Movius User Provisioning APIs by adding parameters to set Vo...

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Updated August 3rd, 2020 by Melanie Allen

Activate MultiLine for Salesforce

Once your organization sets you up with MultiLine for Salesforce, when you log into Salesforce, you should see the MultiLine utility in the bottom left of your screen. Agree to the Terms and Conditions, and your Salesforce account will be linked to MultiLine.  ...

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Updated March 30th, 2021 by Melanie Allen

Admins: View, search, and download Voice, Messaging, and Data Usage reports by activity

The Activities pages will allow you to search and download MultiLine calls and messages.  Go to Reports then to the Activities page. Choose Voice, Messages, or Data. Voice activities Field  Description of Use Call Type Narrow your search to: All calls Calls received Calls sent Calls to voicemail Dropped calls Keywords Search by Name, Email, or Devic...

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Updated May 14th, 2021 by Melanie Allen

Admins: Manage alerts

There are several predefined alerts that you (and other nominated users) can receive. You can manage alerts under Administration in the Setup tab. Alert Name  Description  Account Moved An administrator can select an organization administrator or a recipient to receive this alert when an account is moved to or from the organization. Threshold exceed...

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Updated April 2nd, 2020 by Melanie Allen

Admins: Using in-app messaging

A user or a group of users view an in-app message when MultiLine is launched. You can configure in-app messaging at the organization level under Feature Settings in the Setup tab.  By default, the In-App Messaging feature is set as disabled.  The message frequency has four options: Day, Week, Month, and Year.  Day: displays the message once a day.  ...

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