Melanie Allen
melanie.allen@moviuscorp.com

Melanie activity

14 Articles Written Last Month

0.0%

2 8 12 0 0 0 0

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....

0 min reading time
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....

0 min reading time
Updated July 12th, 2021 by Melanie Allen

Whitelist Movius hostnames and ports (if RouteALL is configured) in Good Control

Customers with RouteALL configured in BlackBerry Control should whitelist the Movius hostnames and ports in BlackBerry Control to allow the app data to access the Movius platform for TCP calls via the Dynamics servers. Customers may also have to allow TCP ports 8021, 5061 and 143/993 to pass through their corporate firewall\proxy for the same Movius...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: MultiLine in 30 seconds

...

0 min reading time
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. ...

0 min reading time
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...

1 min reading time
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...

0 min reading time
Updated September 21st, 2021 by Melanie Allen

WhatsApp Messaging Connector

What is WhatsApp Messaging Connector? The WhatsApp Messaging Connector allows compliant WhatsApp messaging directly inside MultiLine.  MultiLine users can send WhatsApp messages to contacts, and they can read and reply to WhatsApp messages on the MultiLine messages screen alongside SMS and Voicemail messages. WhatsApp users receive messages from the...

1 min reading time
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....

0 min reading time
Updated September 15th, 2021 by Melanie Allen

Release Notes | Server | September 2021

These pre-release notes outline details of upcoming changes to the Movius Management Portal and server. Number Status and Actions in Number Management Management Portal In the previous release, we introduced the Number Status feature which provided a robust search of your numbers. Now, administrators will be able to perform actions including moving,...

0 min reading time
Updated September 14th, 2021 by Melanie Allen

Upgrade and Register MultiLine for Salesforce

This provides instructions to MultiLine for Salesforce administrators who need to upgrade MultiLine for Salesforce. Step 1: Upgrade MultiLine for Salesforce Select MultiLine for Salesforce from AppExchange Click Get Now and log in with your Salesforce credentials Click Install in Production. Enter all required fields, accept Terms and Conditions and...

2 min reading time
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 ...

0 min reading time
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...

0 min reading time
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...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: How to resend an invitation

...

0 min reading time
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"...

0 min reading time
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....

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Blocking Calls (iOS)

...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: How to Use MultiLine (iOS)

...

0 min reading time
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...

0 min reading time
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...

1 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Call Settings (Android)

...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Receiving Calls (iOS)

...

0 min reading time
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....

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Making Calls (iOS)

...

0 min reading time
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.  ...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Receiving Calls (Android)

...

0 min reading time
Updated March 25th, 2021 by Melanie Allen

Webinar: Movius Security and Compliance Deep Dive

...

0 min reading time
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...

0 min reading time
Updated August 5th, 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...

3 min reading time
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...

0 min reading time
Updated January 26th, 2021 by Melanie Allen

KB Updates: Week of 12/28/2020

Added WhatsApp User Materials Added WhatsApp Admin Materials...

0 min reading time
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 ...

0 min reading time
Updated July 16th, 2021 by Melanie Allen

Guide to compliant SMS messaging in MultiLine

MultiLine gives regulated businesses the tool they need to enable you to send SMS messages to clients without introducing compliance gaps. This guide will take you on a tour of our Messaging features.  Collect consent to SMS Collect client consent to SMS Some regulated users must get consent from their clients to start text messaging ... Many regula...

0 min reading time
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...

3 min reading time
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...

1 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Where MultiLine fits in among mobile recording solutions

...

0 min reading time
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...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Call Settings (iOS)

...

0 min reading time
Updated May 10th, 2021 by Melanie Allen

Send a template message to start a 24-hr conversation session

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...

0 min reading time
Updated June 16th, 2021 by Melanie Allen

MultiLine for Intune Issue: Can't email Support

If you try to email support and your email program isn't activated, resolve with the following steps: Warning When you reinstall Company Portal this will clear the data for your MultiLine app, including all your settings. If you're using Local Contacts, these contacts will be lost.  Reinstall Company Portal and Outlook.  Resign into your Microsoft a...

0 min reading time
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...

0 min reading time
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...

0 min reading time
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 ...

1 min reading time
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....

0 min reading time
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...

0 min reading time
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...

0 min reading time
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....

0 min reading time
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 ...

0 min reading time
Updated September 15th, 2021 by Melanie Allen

Admins: Troubleshooting Movius for BlackBerry (Good Control)

User can't see Movius for BlackBerry in available apps The BlackBerry Administrator needs to add Movius for BlackBerry to the App Groups. See Deploy Movius for BlackBerry in Good Control User has to enter username/password to see who is calling  The BlackBerry Administrator needs to []. See Deploy Movius for BlackBerry in Good Control User can make ...

0 min reading time
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. ...

0 min reading time
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 ...

0 min reading time
Updated June 22nd, 2021 by Melanie Allen

Why banks still struggle with Corporate-Owned vs BYOD

...

0 min reading time
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....

0 min reading time
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...

0 min reading time
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...

0 min reading time
Updated July 7th, 2021 by Melanie Allen

What onboarding materials exist for new users?

Here are direct links to onboarding guides available for your users. If you have questions about which ones are best for your organization, ask your Movius representative.  Get Started with Movius MultiLine (Simplified Activation with download link/QR Code) Get Started with Movius MultiLine  (Legacy Activation - only credentials included in email/SM...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Webinar: How BYOD Will Enable the New Workforce Beyond 2020

...

0 min reading time
Updated August 23rd, 2021 by Melanie Allen

Admins: Number Status and Actions

The Number Status and Actions section under the Setup tab has utilities for searching numbers and performing actions. You can search numbers by number, tag, series, organization, or status You can move numbers and add, edit, and delete reserve tags. Search By Use the Search By panel to refine your results. After making your selections, you will need...

2 min reading time
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...

0 min reading time
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...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Making Calls (Android)

...

0 min reading time
Updated September 2nd, 2021 by Melanie Allen

Release Notes | App | August 2021

Movius August 2021 Release Notes These release notes outline new features and enhancements to the Movius MultiLine Solution. This release introduces updates to Movius MultiLine, Movius for BlackBerry, and MultiLine for Intune. Download the latest version of MultiLine apps Movius for BlackBerry Play Store | App Store MultiLine Play Store | App Store ...

0 min reading time
Updated July 8th, 2021 by Melanie Allen

Configure policy settings for BlackBerry Work

Configure the following settings for BlackBerry Work in BlackBerry UEM. First go to Apps > BlackBerry Work. Then click the link for the App configuration.  Disable use of Native Phone To prevent users from making calls or SMS on their native phone number and restrict use to Movius for BlackBerry, you need to uncheck the option in the Policy Set: ...

1 min reading time
Updated July 28th, 2021 by Melanie Allen

Update contact with new number

If you have a contact that calls you from a new number you can update that contact with the new number. iOS Go to Calls. Tap the blue information icon for the unknown number. Tap Update.  Enter the name or number of the existing contact you want to update. Note for Exchange Contacts users: this does not search the entire GAL, see  Search and store E...

0 min reading time
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....

0 min reading time
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...

0 min reading time
Updated March 25th, 2021 by Melanie Allen

Product Webinar: Movius WhatsApp Messaging Integration

...

0 min reading time
Updated June 12th, 2020 by Melanie Allen

KB Updates: Week of 6/08/2020

Updated Admin Troubleshooting with new questions....

0 min reading time
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....

0 min reading time
Updated July 23rd, 2021 by Melanie Allen

Admins: Enable WhatsApp Messaging for users

Follow these instructions when you've received confirmation that you're ready to enable users for WhatsApp.  You can enable WhatsApp Messaging by Organization or by User Account.  Enable WhatsApp Messaging for an Organization Log into the MMP. Navigate to the WhatsApp sub-organization. Go to Setup > Feature Settings > WhatsApp Messaging. Revie...

0 min reading time
Updated June 17th, 2021 by Melanie Allen

Redirecting inbound minutes calls to MultiLine voicemail

When using minutes mode, users will be prompted to "Press any key". The reason for this is this step prevents us from connecting the caller to their personal voicemail instead of their MultiLine voicemail when they can't answer the call. Because voicemail systems can't press keys, pressing the key confirms a person answered and we can connect the ca...

1 min reading time
Updated July 9th, 2021 by Melanie Allen

Guide: Deploy Movius for BlackBerry in UEM

This guide is for those who purchase BlackBerry UEM to use with Movius for BlackBerry. It covers important steps and policy settings that ensure Movius for BlackBerry works correctly and is able to provide gap-free compliance. Complete these steps before Movius for BlackBerry administrators set up their organizations and users in the Management Port...

1 min reading time
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...

0 min reading time
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...

1 min reading time
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...

0 min reading time
Updated September 15th, 2021 by Melanie Allen

Admins: Managing reserved numbers

Tagging a number puts the number in the Reserved pool which designates the number is for a specific purpose.  How to reserve a number You can reserve and unreserve numbers from Number Status and Actions or from Number Management Reserve a number from Number Status and Actions Go to Setup > Number Status and Actions Click Reserve from the Actions ...

0 min reading time
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 ...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Webinar: Tips & Tricks to Securely Enabling Remote Workers

...

0 min reading time
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...

0 min reading time
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....

0 min reading time
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...

0 min reading time
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...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Contact Settings (iOS)

...

0 min reading time
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...

0 min reading time
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. ...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Webinar: Movius Security and Compliance Deep Dive

...

0 min reading time
Updated September 13th, 2021 by Melanie Allen

How do I update my MultiLine app?

We recommend turning on automatic updates for your MultiLine app. However, you can also choose to update manually if you prefer.  For iOS, follow App Store instructions here [external link]. For Android, follow Google Play instructions here [external link]. ...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Blocking Calls (Android)

...

0 min reading time
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 ...

0 min reading time
Updated August 30th, 2021 by Melanie Allen

Get Started with MultiLine

Select the MultiLine app you're using below: Movius MultiLine Get started with Movius MultiLine Mobile MultiLine Installation and New User Guide MultiLine is an application that... About MultiLine  MultiLine is a cloud-based communications service that provides you an additional secure business number for all your business communications on your exi...

0 min reading time
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...

0 min reading time
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....

0 min reading time
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....

0 min reading time
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...

0 min reading time
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...

0 min reading time
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...

0 min reading time
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. ...

0 min reading time
Updated October 16th, 2020 by Melanie Allen

Is Movius MultiLine ISO certified?

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

0 min reading time
Updated July 8th, 2021 by Melanie Allen

Enable 3rd Party Applications for BlackBerry Access

This step allows the Movius for BlackBerry Android app to communicate with the BlackBerry Access. This is important when Android users are activating MultiLine.  Go to the App configuration link for BlackBerry access. Open the General tab.  Check the box for 3rd Party Applications and enter intent into the Enter comma separated URL schemes field....

0 min reading time
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...

0 min reading time
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. ...

0 min reading time
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...

0 min reading time
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...

0 min reading time
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...

0 min reading time
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....

0 min reading time
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...

0 min reading time
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...

0 min reading time
Updated September 16th, 2021 by Melanie Allen

Movius PBX Integration

Movius PBX Integration allows you to use the same number when using your PBX desk phone  and MultiLine applications.  You can place and answer calls from your PBX desk phone or mobile phone  Simultaneous ringing presents calls to both devices at once The called party sees the same calling number no matter which device is used. For regulated users, a...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Messaging (Android)

...

0 min reading time
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...

3 min reading time
Updated July 8th, 2021 by Melanie Allen

Add a server configuration payload in Movius for BlackBerry

This step allows the iOS version of Movius for BlackBerry to work properly.  Go to the App configuration link for Movius for BlackBerry. Click Edit under the Server Configuration Payload option. Enter the following text:  { "serverIP":"--Movius--", "AutoProv":"false", "wifiOnly":"false", "wifiSMS":"false" } Hint: check no additional spaces are paste...

0 min reading time
Updated July 26th, 2021 by Melanie Allen

EE Movius for BlackBerry Troubleshooting

This troubleshooter contains questions to help you to diagnose and resolve call quality issues. Click the answers to move through the troubleshooter.  Decision Tree Collect the following details from the user: Problem From Movius for BlackBerry App user:  username, MultiLine number, and SIM number  phone number of the guest they called  the date and...

15 min reading time
Updated March 23rd, 2021 by Melanie Allen

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

...

0 min reading time
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....

0 min reading time
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 ...

0 min reading time
Updated June 22nd, 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 required for the following reasons: Proper display of Caller ID information,  Enabling one-time import of contacts into MultiLine Contacts, Enabling sync with your Contacts app. ...

0 min reading time
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...

1 min reading time
Updated July 22nd, 2021 by Melanie Allen

Use MultiLine for conference calls

You can join Webex, Zoom, or Teams meetings from MultiLine applications. Just open the calendar invite and click on the dial-in number, then follow the prompts using the dial pad and voice features as usual. ...

0 min reading time
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 ...

0 min reading time
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...

2 min reading time
Updated March 23rd, 2021 by Melanie Allen

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

...

0 min reading time
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...

0 min reading time
Updated July 26th, 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 an incoming call into a three-party call If you are on a data call and you receive another call, yo...

0 min reading time
Updated July 26th, 2021 by Melanie Allen

Release Notes | Server | July 2021

Movius July 2021 Server Release Notes These release notes let you know what’s new with the Movius Management Solution on the server side.  Site Start Date & Time End Date & Time SNG01 7/23/21,  2:30 p.m. EDT 7/23/21, 7:30 pm EDT LON02 7/30/21, 10 pm EDT 7/30/21, 4 am EDT DAL10 7/31/21, 12 am EDT 8/1/21, 6 am EDT MultiLine Platform Enhancemen...

1 min reading time
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...

0 min reading time
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...

0 min reading time
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...

0 min reading time
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....

0 min reading time
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...

0 min reading time
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...

0 min reading time
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....

0 min reading time
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....

0 min reading time
Updated July 26th, 2021 by Melanie Allen

What is your Privacy policy?

Movius is committed to maintaining your privacy. We developed our application around the importance of the separation of business and personal. However, some personal information is required for our applications to work for you. You are entitled to know how our MultiLine applications will collect, use, and protect the personal information you give u...

0 min reading time
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...

0 min reading time
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....

0 min reading time
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?  ...

0 min reading time
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'...

1 min reading time
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....

0 min reading time
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...

0 min reading time
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 ...

0 min reading time
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....

0 min reading time
Updated July 12th, 2021 by Melanie Allen

Configure policy settings for Movius for BlackBerry in Good Control

These instructions provide information on important policy settings that you should set in Policies > Policy Sets > BlackBerry Work section of BlackBerry Good Control. Disable use of Native Phone To prevent users from making calls or SMS on their native phone number and restrict use to Movius for BlackBerry, you need to uncheck the option in t...

2 min reading time
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. ...

0 min reading time
Updated August 13th, 2021 by Melanie Allen

Getting Started with MultiLine Desktop (BETA)

About MultiLine Desktop All MultiLine mobile applications are now accessible from a web application, brin... MultiLine Desktop brings the mobile business calling and messaging features critical to your frontline client communications to the browser.  For regulated users, these calls and messages will be captured for compliance teams in the Managemen...

1 min reading time
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...

1 min reading time
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...

0 min reading time
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. iOS Go to the Messages tab.  Voicemail messages are indicated by Voicemail icons. Tap anywhere to expose the options. Click the Play icon to...

0 min reading time
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...

0 min reading time
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. ...

0 min reading time
Updated July 14th, 2021 by Melanie Allen

How to join the MultiLine beta testing program

Thank you for trying out the beta release of a MultiLine application. Depending on your smartphone’s operating system, first you'll need to download a testing app on the phone you will use for testing: iPhone (iOS) users will download TestFlight Android users will download Firebase Important Note: You’ll want to download the testing app first prior ...

1 min reading time
Updated July 12th, 2021 by Melanie Allen

Add Movius for BlackBerry to BlackBerry Control Server

If the Movius for BlackBerry app doesn't appear automatically in your organization, you may need to add it to your Control server from the public store. Add Movius for BlackBerry to BlackBerry Control Server Go to M anage Apps and click Add App.  Select Public App Store. Enter Public Store URL: https://apps.apple.com/us/app/movius-for-blackberry/id1...

0 min reading time
Updated July 17th, 2021 by Melanie Allen

Are picture messages I send and receive in MultiLine stored in my camera roll or anywhere on my personal device?

No. We understand our customers need the separation of business and personal, so photos or multimedia sent and received won't save to your personal camera roll or any folder on your personal device. Your browser does not support HTML5 video. How to send a picture message (click to open) Send a picture message You can send and receive picture message...

0 min reading time
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. ...

0 min reading time
Updated June 30th, 2021 by Melanie Allen

Guide: Deploy Movius for BlackBerry using Good Control

This document describes the necessary steps for setting up Movius for BlackBerry to work within a Good EMM environment.  These steps should be performed by the BlackBerry administrator before Movius for BlackBerry MultiLine administrators can begin adding users in the Management Portal and must be performed before users can successfully activate the...

2 min reading time
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. ...

0 min reading time
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....

0 min reading time
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....

0 min reading time
Updated September 13th, 2021 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.  If you can't open the app, you can find your app version.  On an iPhone Open the Settings app Go to General > Usage Find the Storage section and a list of your apps should appear Find and tap on the MultiLine app to see App info and find the version ...

0 min reading time
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...

1 min reading time
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...

0 min reading time
Updated July 27th, 2021 by Melanie Allen

Send a WhatsApp Message

Mobile 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...

0 min reading time
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...

0 min reading time
Updated July 29th, 2021 by Melanie Allen

Release Notes | MultiLine and Movius for BlackBerry | June-July 2021

Movius June-July 2021 Release Notes These release notes outline new features and enhancements to the Movius MultiLine Solution. This release introduces updates to the Movius MultiLine, MultiLine for Intune, Movius for BlackBerry app and the Movius Management Portal. Download the latest MultiLine apps Version 2.28 Movius for BlackBerry Play Store | A...

2 min reading time
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....

0 min reading time
Updated July 27th, 2021 by Melanie Allen

Collect client consent to SMS

Many 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...

2 min reading time
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...

0 min reading time
Updated August 18th, 2021 by Melanie Allen

Make a call in MultiLine Desktop

There are multiple ways to make calls in MultiLine Desktop.  Note You must grant MultiLine Desktop permission to use your microphone and speakers to make calls.  Your organization must allow calling for you to make calls from MultiLine Desktop.  Calls Screen The first time you go to the Calls screen, click the Make a Call button to place your first ...

1 min reading time
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...

0 min reading time
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...

0 min reading time
Updated August 25th, 2021 by Melanie Allen

Admins: MultiLine Desktop Onboarding

We're excited to invite your organization to the MultiLine Desktop experience. About MultiLine Desktop About MultiLine Desktop MultiLine Desktop brings the mobile business calling and messaging features criti... MultiLine Desktop brings the mobile business calling and messaging features critical to your frontline client communications to the browser...

2 min reading time
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 ...

0 min reading time
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...

0 min reading time
Updated May 25th, 2021 by Melanie Allen

Admins: Guide to onboarding MultiLine, MultiLine for Intune, or Movius for BlackBerry 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 ...

0 min reading time
Updated July 8th, 2021 by Melanie Allen

Admins: Updating invitations for new onboarding

MultiLine email and message invitations have been updated to offer a streamlined experience. Email invitations can now include a user-friendly "Download and Activate" button and QR Code. This new onboarding experience makes it easy for users to find and download the app and doesn't require them to manually enter their credentials. About the new feat...

1 min reading time
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...

0 min reading time
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...

3 min reading time
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...

0 min reading time
Updated June 22nd, 2021 by Melanie Allen

Import contacts from personal Contacts app

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 setti...

1 min reading time
Updated August 6th, 2021 by Melanie Allen

Get your invitation (legacy)

This is a legacy method of activating MultiLine that will be discontinued once the new activation method is enabled for all MultiLine apps and organizations.  Download the app Navigate to the App Store or Play store and search for MultiLine. iOS Android Get your Invitation Using MultiLine requires an invitation and does not allow self-registration. ...

1 min reading time
Updated June 23rd, 2021 by Melanie Allen

App permissions

All MultiLine mobile applications require certain permissions to function properly. You'll be prompted to grant some permissions immediately after activation and others before you use a feature that requires them.  Movius will NEVER use these permissions for any purpose other than listed here. See our Privacy Policy for more information. The accordi...

1 min reading time
Updated August 4th, 2021 by Melanie Allen

Activate MultiLine manually

Some MultiLine for Intune users will need to follow these steps to activate manually until the QR Code and Activate button is enabled.  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 click Activate Manually. Enter the following details that...

0 min reading time
Updated June 22nd, 2021 by Melanie Allen

Video: Message Blocking and Message Redaction Explained

...

0 min reading time
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...

0 min reading time
Updated June 24th, 2021 by Melanie Allen

Can I WhatsApp between MultiLine users in the app?

No. The other party is required to have an active account on the WhatsApp messaging app. The WhatsApp messaging connector only allows you to send WhatsApp messages to WhatsApp users from within MultiLine. It is essentially a bridge from MultiLine to a WhatsApp business account. That business account can only send and receive messages from WhatsApp u...

0 min reading time
Updated September 13th, 2021 by Melanie Allen

"Current version is not supported, please upgrade to latest version from play store" Alert

It's always important to update your applications, MultiLine included. Updates may include new features, security updates, and bug fixes. Your administrator will set a minimum version that personnel can use before this error message will appear and you won't be able to continue using the MultiLine app until you update the application.  How to update...

0 min reading time
Updated April 16th, 2020 by Melanie Allen

MultiLine for Healthcare

...

0 min reading time
Updated September 1st, 2021 by Melanie Allen

How can I purchase a subscription to MultiLine?

If you're looking to buy MultiLine for your organization, please  book a call with us....

0 min reading time
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...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Messaging (iOS)

...

0 min reading time
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...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: How to add a MultiLine Account

...

0 min reading time
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...

0 min reading time
Updated May 20th, 2021 by Melanie Allen

Manage Availability: Set Do Not Disturb

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...

0 min reading time
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...

0 min reading time
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...

0 min reading time
Updated September 1st, 2021 by Melanie Allen

About Native Contacts in MultiLine for Intune (MDM)

Delete This instruction only applies to users within an MDM deployment of Microsoft Intune If your IT organization instructed you to enroll your device, rather than postpone enrollment, during Company Portal setup, you're using MDM deployment.  Organizations that enforce use of Exchange Contacts may disable Native Contacts in the Contact Settings me...

0 min reading time
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...

0 min reading time
Updated July 7th, 2021 by Melanie Allen

Admins: Customize SMS message invitations

How to edit the SMS message invitation 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 parameters are working properly. Click Save. List ...

0 min reading time
Updated August 25th, 2021 by Melanie Allen

About Click-to-Dial in MultiLine for Intune

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 detect phone numbers regardless of the for...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Movius for Blackberry

...

0 min reading time
Updated September 15th, 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.  If a reserved number: the number needs to be released. Managing Reserved Numbers Admins: Managing reserved numbers Tagging a number puts the number in the Reserved pool which designates the number... Tagging a number puts the n...

0 min reading time
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...

0 min reading time
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...

1 min reading time
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...

0 min reading time
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...

0 min reading time
Updated July 8th, 2021 by Melanie Allen

Dynamics app deployment

There are a number of considerations to review based on how your company would like to deploy Movius for BlackBerry to your UEM environment.  Activation Profile BYOD, COPE, COBO deployments may require different Activation Profiles Authentication Delegate Apps  You must decide which apps will be the Easy Activation and Authentication Delegate apps t...

1 min reading time
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....

0 min reading time
Updated May 20th, 2021 by Melanie Allen

Manage Availability: Set Business Hours

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...

0 min reading time
Updated July 26th, 2021 by Melanie Allen

How is my personal privacy protected?

How is my personal privacy protected?  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.  Our applications also seamlessly integrate with EMM management solutions, such as Microsoft Intune and Movius for BlackBerry, that your o...

0 min reading time
Updated May 27th, 2021 by Melanie Allen

Why do I hear the prompt "Press any key to continue" for incoming minutes calls?

The short answer is this step prevents us from connecting the caller to your personal voicemail instead of your MultiLine voicemail when you can't answer the call. Because voicemail systems can't press keys, pressing the key confirms you're a person answering and we can connect the call.  If there's no key press, it is likely your voicemail system a...

1 min reading time
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...

0 min reading time
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...

0 min reading time
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 ...

0 min reading time
Updated August 31st, 2021 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...

1 min reading time
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...

2 min reading time
Updated December 2nd, 2020 by Melanie Allen

Add a contact

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...

1 min reading time
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...

0 min reading time
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...

2 min reading time
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...

0 min reading time
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...

0 min reading time
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...

0 min reading time
Updated August 9th, 2021 by Melanie Allen

Call logs in MultiLine Desktop

When you have missed calls, there will be an orange notification on the Calls tab.  Missed calls are highlighted in white and show a red missed call icon.  The timestamp of the most recent call with a contact will show. To see the entire call history with the number click on the Call log. You can see whether the call was incoming or outgoing, as wel...

0 min reading time
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...

0 min reading time
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]...

0 min reading time
Updated August 23rd, 2021 by Melanie Allen

Activation and first log in (BETA)

Accept your invitation To prevent unauthorized users, both mobile and desktop MultiLine applications don’t allow self-registration and is invitation-only. For current users of the mobile app, expect an email from your organization providing you the link to your organization's MultiLine Desktop web site. Use the username and password from your most r...

1 min reading time
Updated July 16th, 2021 by Melanie Allen

Send first message and request consent for WhatsApp messaging

Mobile 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 proc...

1 min reading time
Updated August 25th, 2021 by Melanie Allen

Recent Calls: About Call Log icons

The list of calls on your Calls screen have icons associated with them. These icons inform you whether the call was missed, incoming or outgoing, and whether you were connected to the call over data or minutes.  The table below provides meaning for the various icons.  iOS An icon from the most recent call with the number will be displayed. To see a ...

1 min reading time
Updated August 12th, 2021 by Melanie Allen

Accept or reject incoming calls in MultiLine Desktop

Your incoming call screen and notifications may appear differently depending on what you're doing. Incoming Call Notifications and Screens Whether you're on the MultiLine Desktop tab or window, the ringtone will play and a visual notification will display when you receive an incoming call.  If the caller is in your contacts, you'll see their contact...

0 min reading time
Updated August 12th, 2021 by Melanie Allen

Swap calls in MultiLine Desktop

When you have two ongoing calls, your ongoing call window will display the information of the two parties. You can only speak to one party at a time the other will be placed on hold.  You will see the Mute icon, Hold icon, and End Call icon for the party you are speaking with. You will see the Swap Call icon for the party on hold. Click the Swap Cal...

0 min reading time
Updated May 17th, 2021 by Melanie Allen

Place a call on hold in MultiLine Desktop

Click the Hold button to put the call on hold.  After putting the call on hold, you can dial a number by clicking the Keypad. Swap calls in MultiLine Desktop Use the Swap Call button to alternate who you're speaking with.... When you have two ongoing calls, your ongoing call window will display the information of the two parties. You can only speak ...

0 min reading time
Updated August 13th, 2021 by Melanie Allen

Search contacts in MultiLine Desktop

You can search contacts from the Contacts page by their first or last name.  Click the Search icon to pull up the search field. Once you begin typing the first letter, dynamic search will automatically pull up matches from your locally added contacts. If you're using Exchange contacts, type at least 3 characters to search the entire GAL directory....

0 min reading time
Updated July 22nd, 2021 by Melanie Allen

Your phone plan and MultiLine

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...

4 min reading time
Updated October 14th, 2020 by Melanie Allen

Three-party Data calls

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....

0 min reading time
Updated August 20th, 2021 by Melanie Allen

Update your E911 Address in MultiLine Desktop (US Only)

US Only Only users in the USA will have E911 settings.  When you activated MultiLine in the browser, you provided an address for emergency services to use to find you if you need to use MultiLine to dial 911. If you move locations, you should update your E911 information. This makes sure you can successfully receive emergency services when needed. T...

0 min reading time
Updated August 12th, 2021 by Melanie Allen

Support in MultiLine Desktop

To get technical assistance or submit a bug, click the Support icon. Click the number to dial IT. Click the email to send an email to IT.  Please use the form to describe your issue.  This email will automatically include logs to help diagnose your issue.  Click the Knowledge base URL to return here and use our self-help resources....

0 min reading time
Updated August 9th, 2021 by Melanie Allen

Forgot your MultiLine Desktop password

If you forget your MultiLine Desktop password, you can reset it.  Enter your email ID at the first log in screen. At the second log in screen click Forgot Password. You'll be sent a PIN to your registered email. Enter this PIN on the next screen. Enter your new password twice on the screen and click Save....

0 min reading time
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....

0 min reading time
Updated August 31st, 2021 by Melanie Allen

Guide to using this Knowledge Base

Delete Knowledge Base Reorganization In Progress Please forgive our progress. We are working to improve the KB and make it easier to find what you need.  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. T...

1 min reading time
Updated July 21st, 2021 by Melanie Allen

Change your MultiLine Desktop password

You can change your MultiLine Desktop password at any time from the Settings screen. Go to Settings > Change Password. Enter your current password, and the password you'd like to change it to in the appropriate fields. Click Save. Note If you need to activate your MultiLine app for a mobile phone after changing your Web password, use your Web pas...

0 min reading time
Updated August 25th, 2021 by Melanie Allen

Privacy Settings toggle (GDPR Only)

Users in regions where the General Data Protection Regulation (GDPR) applies will see a Privacy Settings section in the Settings menu. In this section you'll see a toggle labeled Allow use of personal data.  When you activated MultiLine Desktop, you accepted the Terms and Privacy Policy that includes information on the use of your personal data. Whe...

0 min reading time
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 a voicemail greeting. You have three options: the default message, a custom message, and a message that includes audio of you speaking your name.  Tap the menu icon  ⋮ in the bottom right ...

0 min reading time
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...

1 min reading time
Updated July 30th, 2021 by Melanie Allen

Log out of MultiLine Desktop

Hover over your name and number in the upper right-hand corner and the option to Log Out will display. ...

0 min reading time
Updated August 18th, 2021 by Melanie Allen

Why is there no ring tone played for some incoming calls to MultiLine Desktop? (Chrome/Safari)

Many web users were bothered by nuisance audio coming from web sites that automatically play when a page is loaded, such as that from videos and advertisements. To address this, Chrome and Safari browsers added a feature that blocks audio by default from web pages if the page or tab is refreshed, but not clicked on by the user.  Therefore, if you ha...

0 min reading time
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....

0 min reading time
Updated August 18th, 2021 by Melanie Allen

Access voicemails from MultiLine Desktop

The first time you dial your voicemail you'll need to set up your voicemail password. The automated system will guide you through the steps. Go to the Dialer screen. Long press on 1 for a few seconds until it begins dialing your voicemail.  When prompted, dial your voicemail password. You'll be able to listen to each voicemail, repeat, and delete vo...

0 min reading time
Updated August 7th, 2020 by Melanie Allen

Add a favorite contact

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...

0 min reading time
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...

0 min reading time
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...

0 min reading time
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...

0 min reading time
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. ...

0 min reading time
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...

0 min reading time
Updated August 6th, 2021 by Melanie Allen

How do I get credentials to sign in to MultiLine Desktop?

Credentials to sign in to MultiLine Desktop are in the MultiLine invitation.  New MultiLine user Your MultiLine Desktop credentials will be sent to you by your IT admin in a MultiLine invitation by email or SMS.  Use the same username and password for activating MultiLine and logging into MultiLine Desktop for the first time.  Click the link to acce...

0 min reading time
Updated July 30th, 2021 by Melanie Allen

What's my number?

Your number for MultiLine Desktop is the same number as in the mobile app. Your number is displayed in the upper right-hand corner. If you hover over your name and number, you will see your email ID and your number again, where you'll be able to copy-paste the number, if desired. ...

0 min reading time
Updated August 25th, 2021 by Melanie Allen

Sending and receiving SMS messages in MultiLine Desktop

Delete MultiLine Desktop currently only supports 1:1 SMS messaging. Group Messaging, Picture Messaging, and WhatsApp messaging coming soon! When it's your first time on the Messages screen, click Start a Chat to send your first message.  At the new message window, begin typing the first or last name of someone in your saved contacts, or a mobile num...

1 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: Contact Settings (Android)

...

0 min reading time
Updated July 26th, 2021 by Melanie Allen

How do I contact support?

When you need help from support, tap your Settings menu, then Help, then Contact Support. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android). Tap Settings, then Help, then Contact Support.  Email a Log to Support:   If you've been requested to email logs, tap the email icon to generate an email which will include logs...

0 min reading time
Updated July 12th, 2021 by Melanie Allen

Sync with Exchange in MultiLine Desktop

If you have contacts on an Office 365 Exchange Server, you can import these contacts for calling and messaging in MultiLine Desktop.  Syncing to Exchange If you haven't added any contacts yet, when you go to the  Contacts  screen, you will see the following message. All you have to do is click the  Connect to Office 365 Exchange Server  button.  If ...

0 min reading time
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...

0 min reading time
Updated August 12th, 2021 by Melanie Allen

Can I change my ringtone?

There's no option to customize ringtone at this time. ...

0 min reading time
Updated July 30th, 2021 by Melanie Allen

If I set Do Not Disturb on my mobile, will it apply to MultiLine Desktop?

Yes, if you set Do Not Disturb on your mobile, MultiLine Desktop will not ring either and the calls will go to voicemail. ...

0 min reading time
Updated August 18th, 2021 by Melanie Allen

Add, update, edit, or delete a contact in MultiLine Desktop

You can add, edit, update and delete contacts from the Contacts screen. You can also add and update unknown numbers from the Calls and Messages screens.  Note: When using Exchange Contacts, you can also add contacts to your list by adding them directly to the  Office 365 Exchange Server .  It will reflect in your contacts list at the next sync perio...

1 min reading time
Updated August 10th, 2021 by Melanie Allen

How can I get my local contacts back after switching to Exchange? Can I switch my email used?

You can only use Exchange contacts with your registered email. Once you sync to Exchange, it is impossible to return back to local contacts. We are working on adding the ability to return to local contacts. ...

0 min reading time
Updated July 30th, 2021 by Melanie Allen

If I set a Business Hours schedule on my mobile, does it apply to MultiLine Desktop?

Yes, if you set Business Hours, calls outside business hours will go to your voicemail and MultiLine Desktop will not notify you of the calls. ...

0 min reading time
Updated June 30th, 2021 by Melanie Allen

Set up your Contacts list

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 ...

4 min reading time
Updated September 16th, 2021 by Melanie Allen

Admins: Enable PBX phone for a user

Enable PBX phone for users who will use the same number for their PBX phone and their MultiLine. The user's mobile phone and desk phone will ring simultaneously. Note: The PBX Phone is disabled by default.   When adding a user or editing a user, go to a User's Profile tab.  Click on the checkbox for PBX Phone to enable. Click Save.    Screenshot: Be...

0 min reading time
Updated July 30th, 2021 by Melanie Allen

If I block a number on mobile, will the number be blocked in MultiLine Desktop?

We are currently working on adding the ability to block numbers in MultiLine Desktop. ...

0 min reading time
Updated July 30th, 2021 by Melanie Allen

Can I upload my mobile MultiLine local contacts or native contacts to MultiLine Desktop?

We don't currently support uploading MultiLine local contacts or native contacts to MultiLine Desktop. There is no sync between mobile MultiLine local contacts and MultiLine Desktop. ...

0 min reading time
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 ...

0 min reading time
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....

0 min reading time
Updated August 20th, 2021 by Melanie Allen

Mute messages from a user in MultiLine Desktop

If you're receiving a lot of messages from a user and need to silence the notifications, you can with the mute notifications feature. You'll still receive the messages they send you, but you will not see the notification window or see the orange badge for new messages. How to mute notifications While inside of a message thread, open the Messages men...

0 min reading time
Updated August 10th, 2021 by Melanie Allen

"Sorry! You have not accepted E911 Terms and conditions" error

E911 Set Up Screen Skipped For existing MultiLine mobile users who have their E911 set up on mobile, the E911 set up screen is skipped during onboarding. When you try to make your first call you may see the below error: This is because we are required to get your E911 address from you before we can provide the calling service.  To resolve, go to Set...

0 min reading time
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...

1 min reading time
Updated July 30th, 2021 by Melanie Allen

How do I access my voicemail in MultiLine Desktop?

In the mobile app, voicemails are available in Messages. We don't yet have this functionality for MultiLine Desktop, but it's coming soon. ...

0 min reading time
Updated August 9th, 2021 by Melanie Allen

Seeing an error that I'm offline in message thread when not offline

If you see an error that you're offline when trying to message, make sure you're sending the message to a valid phone number. If you try to send a message to an invalid number, you'll see an error that you're offline. If that's not it, try refreshing the browser window or tab. ...

0 min reading time
Updated August 18th, 2021 by Melanie Allen

Copy or forward a message in MultiLine Desktop

To copy or forward a message, hover over the message to expose the menu icon on the lefthand side.  From the menu you can Copy or Forward the message.  Selecting Copy adds the message text to your clipboard, where you can paste it wherever you like.  Selecting Forward will bring up the Forward message to menu, where you can search for and select one...

0 min reading time
Updated August 18th, 2021 by Melanie Allen

Send an emoji in MultiLine Desktop

To send an emoji, tap the Smile icon to the left of the Type your message... field.  Then click on your desired emoji to enter. You can copy, paste, and delete emojis like any other text.  Note Your organization must enable the emojis feature for you to be able to send or receive them....

0 min reading time
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...

0 min reading time
Updated August 10th, 2021 by Melanie Allen

"No Numbers Available" error

If you see an error during registration that no numbers are available, you must contact your company's IT team and tell them you saw this error. ...

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: How to use MultiLine (Android)

...

0 min reading time
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...

1 min reading time
Updated July 27th, 2021 by Melanie Allen

Phone settings and MultiLine Apps

This article discusses how phone settings interact with MultiLine applications.  Within our apps 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 not be ...

3 min reading time
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 ...

0 min reading time
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....

0 min reading time
Updated August 12th, 2021 by Melanie Allen

About MultiLine Desktop

MultiLine Desktop brings the mobile business calling and messaging features critical to your frontline client communications to the browser.  For regulated users, these calls and messages will be captured for compliance teams in the Management Portal just as they are in the mobile apps. You can sync with your Office 365 Exchange Contacts, or build a...

0 min reading time
Updated May 14th, 2020 by Melanie Allen

Block a number

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. ...

1 min reading time
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...

3 min reading time
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....

0 min reading time
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....

0 min reading time
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...

0 min reading time
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...

1 min reading time
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....

0 min reading time
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...

7 min reading time
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 ...

0 min reading time
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....

0 min reading time
Updated March 23rd, 2021 by Melanie Allen

Video: How to use the Management Portal

...

0 min reading time
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...

0 min reading time
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....

0 min reading time
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...

0 min reading time
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....

0 min reading time
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...

2 min reading time
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 ...

1 min reading time
Updated July 26th, 2021 by Melanie Allen

Is MultiLine data encrypted?

The Movius MultiLine platform encrypts 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 can be ma...

0 min reading time
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...

0 min reading time
Updated May 1st, 2020 by Melanie Allen

Video: MultiLine for Salesforce

...

0 min reading time
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...

1 min reading time
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....

0 min reading time
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...

0 min reading time
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...

0 min reading time
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....

0 min reading time
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/....

0 min reading time
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...

1 min reading time
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...

0 min reading time
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....

0 min reading time
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...

0 min reading time
Updated February 12th, 2021 by Melanie Allen

Search and store Exchange contacts

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...

0 min reading time
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...

0 min reading time
Updated July 27th, 2021 by Melanie Allen

Find and play voicemail messages

Movius MultiLine has embedded voicemail allowing callers to leave a message. iOS Go to the Messages tab.  Voicemail messages are indicated by Voicemail icons. Tap anywhere to expose the options. Click the Play icon to play the message.  The speaker icon lets you play the Voicemail on speaker phone.  The phone icon lets you call the party back. The s...

0 min reading time
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 ...

0 min reading time
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....

0 min reading time
Updated July 16th, 2021 by Melanie Allen

Send a picture message

You can send and receive picture messages in MultiLine. Accepted formats include .jpg, jpeg, .png, .gif. You can only share one image at a time. Send a Picture Message Start a new SMS, or enter an SMS conversation. See Send an SMS message.  Tap the Multimedia  icon. You can take a picture, or send an existing photo. Tap Camera, click the photo, tap ...

0 min reading time
Updated April 16th, 2020 by Melanie Allen

MultiLine for Financial Services

...

0 min reading time
Updated July 27th, 2021 by Melanie Allen

Send a group message

Mobile 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 Mu...

0 min reading time
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...

0 min reading time
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....

0 min reading time
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...

0 min reading time
Updated October 14th, 2020 by Melanie Allen

Three-party Minutes calls

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...

0 min reading time
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....

0 min reading time
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....

0 min reading time
Updated July 27th, 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...

0 min reading time
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...

0 min reading time
Updated June 24th, 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...

0 min reading time
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...

0 min reading time
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 ...

0 min reading time
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...

3 min reading time
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...

0 min reading time
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.  ...

0 min reading time
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...

0 min reading time
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...

1 min reading time
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.  ...

0 min reading time
Load More