General

How does MultiLine protect my privacy?

MultiLine applications address a common problem for BYOD adoption among regulated users. Carrying multiple phones around, your work phone and your personal phone, would be cumbersome. However, if you use your personal phone for work, or your work phone for personal, you potentially would sacrifice your privacy. 

MultiLine provides you a separate number, separate contact list, and separate voicemail. It doesn't collect any information from your personal calls, contacts, or messages, nor does it put any corporate information on your personal device. This way, your personal number and personal life can be separate from work. 

MultiLine EMM integrations can take this even further, by fully separating work apps from personal apps, and ensuring that your organization can ensure compliance without touching your private life. 

What devices does MultiLine work on?

  • MultiLine mobile applications work on any Android or iOS smartphone
  • MultiLine Desktop applications work on any desktop or tablet

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 calls instead, turn off Business hours schedule. You can silence your phone, or just silence MultiLine notifications, if you don't want MultiLine to ring your phone.

Does MultiLine protect against 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 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 percentage of spam calls.

Since October 2021, MultiLine users are noticing far less spam calls thanks to the implementation of state of the art STIR/SHAKEN protocol. The service intercepts calls that are likely scam and routes them to MultiLine voicemail.

Register with Do Not Call

  • These registries discourage “legitimate” marketers from calling the number for marketing purposes since they impose fines for unapproved calls.  
  • They can’t discourage out-of-country or illegitimate marketers from calling since they don’t follow most legal guidelines.  

USA

Register with Do Not Call at www.donotcall.gov

Australia

Register with Do Not Call at www.donotcall.gov.au

Canada

Register with Do Not Call List at https://lnnte-dncl.gc.ca/en

India

Register with National Customer Preference Register (NCPR) by dialing 1909 or by sending SMS to 1909. You can also register using TRAI DND 2.0 mobile app.

New Zealand

Register with Do Not Call at https://www.marketing.org.nz/maDNC?Action=New

UK

Register with Telephone Preference Service at https://www.tpsonline.org.uk/register

Block Calls

MultiLine users should aggressively use the number blocking feature that is built into the application so that any spam or robo-caller won’t ring on the phone a second time. Blocking numbers is also the best solution to prevent people or companies trying to reach the previous owner of the phone number from disturbing users. Currently MultiLine users can block up to 50 numbers, but very soon we will enable blocking 1000s of numbers. 

Add Known Callers

Avoid picking up spam calls by adding known callers and phone numbers to your contact list. 

  • Any inbound calls from callers in the contact list will have their name display in the inbound call popup. 
  • MultiLine Users have three options for adding contacts:
    1. Sync with the existing contact list on their phone.
    2. Sync with an exchange server, for example, their corporate BlackBerry or Outlook contacts.
    3. Add them manually within the application.

Number Replacement

If your number consistently gets more than about 5 unsolicited calls per day, and you've tried the above measures to no avail, you can request a new phone number. Go to the support feature in the MultiLine App by tapping Settings, then Help, then Contact Support and your MultiLine Administrator can escalate the situation through the proper channels.

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.

Can a call switch from using WiFi to minutes during an ongoing call?

You can use Call Settings to be flexible about using Wi-Fi or Minutes when placing or receiving calls. Calls will handover from WiFi to LTE and vice versa seamlessly. 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 your conversation, you'll need to hang up and redial the number. MultiLine will switch to make the call over the available method. 

Does MultiLine use my personal phone plan's minutes and data?

Yes, when using Minutes or Data mode. MultiLine does support calls and texts over Wi-Fi, which is free and doesn't use the underlying phone plan. See Call Settings: Set Data or Minutes calling modes.

When you use Minutes mode, 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. 

When you use Data mode, 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. 

Note: The average data usage for MultiLine users is 100MB per month. You can see your usage by going to MultiLine Settings > Usage. 

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.

How do I purchase a subscription for MultiLine?

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

Will using MultiLine increase my personal mobile bill?

We anticipate that there will be little or no change to the monthly mobile phone bill of most employees. First, most mobility plans include unlimited text and voice calling—so no extra costs there. Second, MultiLine supports text, voice, and data on Wi-Fi networks—so that’s free. Third, even for people with tiered data plans, the average data usage for MultiLine is only 100MB per month, which isn’t likely to push anyone over the typical 3 - 4 GB monthly limit.

Why does MultiLine request access to Contacts?

MultiLine does not read, store, transmit, or share any of your personal Contacts information. It does add a single contact to your personal Contacts list which is used for routing the calls.

 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. 

Why does MultiLine request access to Location?

MultiLine apps are built to respect your privacy while delivering the ability to make calls over minutes or VOIP (Data mode).

We must request the Location permission to provide Data calling because your current WIFI network SSID is considered sensitive location information. To provide you calling over the WIFI network SSID you are currently connected to therefore requires enabling Location permission.

For users in the United States, this information may also used in the case you dial 911 and cannot provide your number to emergency services. For location reliability reasons, we recommend making emergency calls over Minutes and only call over Data as a last resort. 

If you do not want to provide the Location permission, you'll only be able to use Minutes mode to make calls. See Call Settings: Set Data or Minutes calling modes

For instructions on how to enable the Location permission see:

How do I avoid roaming costs when I'm traveling for work?

You can set MultiLine to receive calls and texts only 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: You can also address this concern by reimbursing employee for roaming charges. See Call Settings: Set Data or Minutes calling modes.