Get started: MultiLine

What is MultiLine?

Welcome to MultiLine. Read on to learn about what MultiLine is. 

Overview

MultiLine apps provide users a separate business number for all work calls, texts, voicemail, and contacts on their smart phone.

Most organizations choose us because they want to provide you a separate business identity on your phone. You'll be able to do all your work calling and messaging on a separate phone number, so you can keep your personal one private. 

MultiLine can integrate into existing corporate app ecosystems. Your organization may or may not be deploying MultiLine with one of our integrations and connectors. 

Mobile apps

All MultiLine mobile apps provide a separate number, contact list, and voicemail that you can use to communicate with your clients. Because this number is a real carrier-supported number, you don't need an internet connection to call your clients, but can use the cellular minutes. You'll learn more about this in Call Settings: Set Data or Minutes calling modes.

There are four types of MultiLine apps: 

  • MultiLine can be deployed by itself, or with any enterprise management system (EMM), including Mobile Iron and many others.
  • Movius for BlackBerry is a special version of MultiLine integrated with BlackBerry Dynamics.
  • MultiLine for Intune is a special version of MultiLine integrated with Microsoft Intune.
  • MultiLine for Salesforce is a special version of MultiLine integrated with Salesforce Lightning.

Desktop app

With the Desktop app, you'll be able to use your MultiLine number from the browser or a desktop application. So whether you're at your computer or on the go, your communication connection is unbreakable.

Connectors

Some organizations will also enable connectors:

  • Our WhatsApp Messaging Connector lets you send WhatsApp messages directly to users on WhatsApp from your MultiLine apps.
  • Our PBX Connector lets you answer MultiLine calls from your mobile app, or existing PBX desk phone. 

Find and use your invitation

Everything you need to get started will be sent to you in a MultiLine invitation. You can use it to start the activation process. 

Before you start:

If you're using MultiLine for Intune...

If you're using Movius for BlackBerry

  • You need to download and install the BlackBerry UEM used by your organization before you download any Work apps, including Movius for BlackBerry.

Get your invitation

  • Expect an invitation to be sent to your work email. Please don't reply to this email, as it is auto-generated.
  • Your invitation will contain a Download and Activate button, a QR code, and credentials for activating MultiLine manually. 

Sample Email below:


If you ever need to delete and reinstall the mobile app, you'll need this Password from the invitation to activate it. If you lose your invitation, request a new one from your IT administrator. 

You receive MultiLine invitations from your IT organization, not Movius. Movius cannot send you invitations.

Some users may receive one of these alternative invitations:

  • SMS invitation
  • Legacy invitation (email will only contain credentials and not a QR code)

You have multiple options for activating MultiLine on your mobile device:

  • If you are opening your email on your phone, tap the Download and Activate button. 
    • It will check if the MultiLine app is installed on your phone and begin installation if not. The activation process will begin immediately.
      Example Download and Activate button in invitation
  • If you are opening your email on your desktop or tablet, take out your phone camera and tap the QR code. Note: Not available for MultiLine for Intune.
    • It will check if the MultiLine app is installed on your phone and begin installation if not. The activation process will begin immediately.
    • If you've already downloaded MultiLine, you can also scan the QR code using MultiLine by opening the app and granting the Camera permission.
      Example QR Code in invitation 
  • If necessary, you can also activate manually by entering the details from your invitation. Click the Activate Manually link from the invitation or the first screen.  
    Details in the invitation required for "Manual Activation" method

How to complete activation

  1. Read about the permissions required for the app, then tap Proceed. Note: MultiLine does not upload, store, transmit, or sell your Contacts information. 

    Permissions screen
  2. Confirm in the next prompts (sent from your phone) that you will allow the permissions.
  3. A one-time PIN will be sent to your mobile device. Most of the time, this PIN will be auto-detected. Tap Activate to continue. Note: in the rare case that the PIN is not detected, try RESEND PIN or GET PIN VIA CALL
    Activation Screen

That's it! Your MultiLine number will display. Tap Okay, got it to continue.

Get started with Calling

Read on to learn about making calls. 

Overview

There are multiple ways to place a call in MultiLine: from the Keypad, from the Recents tab, and from your Contacts list.

Before you start

  • Your organization may enable or disable certain functions, including:
    • Calling, Data/Minutes mode, or WiFi calling
    • Call forwarding or Call handling
    • Call recording
  • If you have questions about what functions are enabled, contact your IT group for assistance.

Make a Call from the Keypad

  1. Go to your Keypad tab in the navigation bar at the bottom of your screen (iOS) or the bottom right (Android)
    iOS
    Android

  2. If you see the toggle, you can choose whether to make the call over Data or Minutes by tapping the toggle
    Call Mode Toggle
  3. Begin dialing the number Note: tap the country code to change it
  4. Tap the Results area to view matches and select someone to dial from your Contacts.
    Results areaResults Display

Make a call from Contacts 

  1. Go to your Contacts tab in the navigation bar at the bottom of your screen (iOS) or top of your screen (Android) to bring up your Contacts list.
    iOS Contacts screen
  2. Tap a contact.
  3. If you see the black tab, you can choose to make the call over Data or Minutes by tapping the toggle
  4. Tap the phone icon to make the call. 

Call someone back from Recents

  1. Go to your Recents tab in the navigation bar at the bottom of your screen (iOS) or top of your screen (Android)
    iOS Recents Screen
  2. Tap on the blue "i" icon to reveal details about that call
  3. Tap on the number or contact name to make a call
  4. See which connection type over which you will be making the call

Call Settings: Set Data or Minutes calling modes

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.

Overview

Minutes mode means MultiLine doesn't require an Internet connection for calls.

  • You'll still need an Internet connection to send or receive messages.

Example #1: Using Minutes

If you use Minutes mode, MultiLine could work even if you're in a rural area with no access to an internet connection. You will make and receive calls over your carrier minutes plan AT&T, Verizon, T-Mobile, Vodafone, EE, etc...

Call over Data means MultiLine will use an internet connection for calls.

  • By default, MultiLine will use Wi-Fi to make calls. 
  • When you turn on Wi-Fi for your phone, MultiLine will automatically use it for calling, messaging, and other functions. 
  • If you move outside Wi-Fi coverage, calls will seamlessly transfer to data. 

Example #2: Using Data

If you use Data mode and are connected to your office Wi-Fi, and you walk outside the building and start driving in your car, your call will continue without interruption. Behind the scenes, MultiLine seamlessly transitions from Wi-Fi to your data network, so you won't ever have to worry about the call dropping.  

MultiLine continuously monitors the quality of your data connection. Look for the colored dot next to the briefcase icon. 

  • If it is green, you have a good data connection
  • If it is red, your connection is poor and the call quality may be affected when you use data; try switching to minutes
    • The red dot will also appear if you have Data and Wi-Fi turned off in your Phone Settings. 

How to set Minutes or Data mode

You can choose when to use data or minutes for calls in the Settings menu under Call Settings.

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Tap Settings, then tap Call Settings

You'll see three options for making and receiving calls.

Make calls

Tap the checkmark to choose your setting. Your selection will automatically save when you exit the menu.

Receive calls

Tap the checkmark to choose your setting. Your selection will automatically save when you exit the menu.

How to set Wi-Fi Only mode

This is a great mode to use for avoiding International Roaming charges. You'll just need to make sure you have a suitable Wi-Fi connection available to make the call. 

In Call Settings, tap the Wi-Fi Only toggle. This will automatically grey out other options. 

About Choose on Dialer setting

We recommend, if available, Choose on Dialer for outbound calls because this setting offers you the greatest flexibility. 

When you set Choose on Dialer, you'll be able to set whether your outbound calls are data or minutes in two different ways.

Toggle on the Dialer screen

Tap the toggle to switch between Data and Minutes mode. 

Tab on Calls or Contacts screen

Tap the tab to switch between Data and Minutes mode.


USA Only... 

The first time you turn on Data calling mode, you will be prompted to fill out your Set E911 address (US Only). We are legally required to get your emergency address from you to provide Wi-Fi or data calling.

Get started with Messaging

Read on to learn about sending SMS messages.

Overview

There are two ways to message in MultiLine: from the Messages screen and Contact details. 

Before you start

  • Your organization can enable or disable certain functions, including:
    • Messaging, group messaging, or picture messaging
    • Required opt-in messages
    • Message filtering
  • If you have questions about what functions are enabled, contact your IT group for assistance.

How to compose a new SMS (iOS)

From the Messages screen, you can see your conversation history and compose new messages.

  1. Go to Messages.
  2. Click the New Message icon.
  3. Enter a number manually, or type the name of an existing contact
    Note: You must type at least 3 numbers or characters before results will appear. Tap a result to send start a conversation with that contact. 
    Note for Exchange Contacts users: This will not find all the contacts in the GAL, only ones that are stored in the app, or saved as a contact in Exchange. See Exchange Contacts: Search and Store for how to store an Exchange contact. 
  4. The conversation screen with the contact appears. Note: If you have never messaged with the contact, this screen will be blank. Later you'll see all the messages exchanged between you and them on your MultiLine number.
  5. Enter your message in the field and tap the Send  icon.

How to reply to SMS (iOS)

  1. Go to Messages.
  2. Click anywhere on a message to reply. 
  3. Enter your message in the field and tap the Send icon.

How to compose a new SMS (Android)

From the Messages screen, you can see your conversation history and compose new messages.

  1. Go to Messages.
  2. Tap the Message icon.
  3. Enter a number manually, or type the name of an existing contact
    Note: You must type at least 3 numbers or characters before results will appear. Tap a result to send start a conversation with that contact. 
    Note for Exchange Contacts users: This will not find all the contacts in the GAL, only ones that are stored in the app, or saved as a contact in Exchange. See Exchange Contacts: Search and Store for how to store an Exchange contact. 
  4. The conversation screen with the contact appears. Note: If you have never messaged with the contact, this screen will be blank. Later you'll see all the messages exchanged between you and them on your MultiLine number.
  5. Enter your message in the field and tap the Send  icon.

How to reply to SMS (Android)

  1. Go to Messages.
    Note: If you see an orange icon with a number indicates that you have that many Message Logs with new messages. The Message Logs with new messages will be in bold.
  2.  Tap your reply in to the field and tap the Send  icon.

Get started with Contacts

Read on to learn how to set up your contacts list. 

Overview

  • The MultiLine app provides you a separate contact list to use to make your business calls. We offer three options for starting your Contacts list: Exchange Contacts, Native Contacts, and Local Contacts, described below.
  • Once you set up your Contacts list, any contacts will appear on the Contacts screen. You can:
    • Tap a contact to see options for calling and messaging them.
    • View, add, and update contacts.

Example: Contacts list on the MultiLine Android app

Before you start

  • If your organization chooses to restrict the type of Contacts setting you can use, you may not see certain Contact Source options.
  • MultiLine for Intune and Movius for BlackBerry users will use Exchange Contacts.
  • We recommend Exchange Contacts for the best experience with MultiLine Desktop.

How to choose your Contact Settings

You have options for sourcing, sorting, and displaying contacts. You'll need to choose your Contact Source in Contact Settings before you begin adding contacts. 

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Tap Settings.
  3. Tap Contact Settings.
    Example: Contact Settings in the Settings menu

Select your chosen contact source:

Exchange ContactsLocal ContactsNative Contacts
  • Connect to an Exchange server, such as Outlook or BlackBerry Exchange
  • Two-way sync:  contacts added or updated in MultiLine or Exchange server will update both lists.

  • Manually add contacts to a Contacts list that exists only within the MultiLine app
  • Note: Local Contacts are deleted when you uninstall MultiLine or switch to a different Contacts source
  • Sync with the Contacts app on your personal device or within the EMM container
  • Two-way sync: contacts added or updated in MultiLine or Contacts app will update both lists


If you select Exchange Contacts...

If you're a MultiLine for Intune or Movius for BlackBerry user it may autodetect. Otherwise, you will see a screen to enter the Exchange server details.

View a contact

To view, edit, delete, or message contacts, you must have at least one contact. 

1. The Contacts tab displays all contacts in alphabetical order by default. Note: The next set of instructions will teach you how to change this setting if you like. 

2. Clicking on any contact will bring you to that contact's information page, where you can call, message, favorite, or block the contact.

3. Clicking on the edit button in the top right-hand corner allows you to choose to delete or edit, the selected contact.

Change the Contacts list display and order

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Tap Settings.
  3. Tap Contact Settings.
    • You can sort by first or last name
    • You can display first name or last name first
  4. When complete, you can exit the menu and your Contacts list will be in the chosen Sort by and Display order settings selected.

Add a contact

It's easy to add contacts in the MultiLine application. 

Example: Add Contact on MultiLine Android app

  1. Go to the Contacts tab.
  2. 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 contact. You can choose labels for each field.

During onboarding, you should have chosen your Contact Settings, your contacts will either be sourced from an Exchange server, your native device, or locally in MultiLine. See below for details on how adding contacts works for the different settings. 

Add a contact - Using Exchange Contacts

  • Using the Exchange Contacts option means MultiLine gets your contacts from a corporate exchange database.
  • Any changes made to the corporate exchange (adding, renaming, deleting, etc.) will automatically be reflected in the MultiLine app and vice versa.
  • 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.

Add a contact - Using Native Contacts

  • Using the Native Contacts option means MultiLine uses the same contacts list as your native phone.
  • Any changes made to your native Contact List (adding, renaming, deleting, etc.) will be reflected in MultiLine and vice versa.

Add a contact - Using Local Contacts

  • This is the default contact setting.
  • Using the Local Contacts option means your contacts exist within the MultiLine app only.
  • You can choose to do a one-time import from your native device and/or manually add contacts yourself.
    • Changes made in MultiLine (adding, renaming, deleting, etc.) will NOT be reflected in your native contact list, and vice versa.
    •  There is no automated syncing between the Native and Local Contact Lists.

NOTICE: The Local Contacts list isn't backed up or stored outside the application, so they can be lost if you lose your device or need to reinstall MultiLine.

NOTICE: if you create your Contacts list using Local Contacts, and then switch your source to Native or Exchange, the contacts you created will be deleted.

Update contact with a new number

If you have a contact that calls you from a new number you can update that contact with the new number.

iOS

  1. Go to Calls.
  2. Tap the blue information icon for the unknown number.
  3. Tap Update
  4. Enter the name or number of the existing contact you want to update. 
  5. The new number will be added. 
    • From this screen you can change the label, if desired. 
    • If you need to delete the previous number, tap the x and confirm.
  6. Tap Save.

Android

  1. Go to Calls.
  2. Tap the down arrow for the unknown number.
  3. Tap Update
  4. 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.
  5. The new number will be added. 
    • From this screen you can change the label, if desired. 
    • If you need to delete the previous number, tap the x and confirm.
  6. Tap Save.

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

  1. Go to the Contacts tab. 
  2. Click your contact to open the Contact details.
  3. Click the Star in the upper right-hand corner. 

After you've added a contact to your contacts, you will see the Star on their icon. 

Call Handling: Sequential and Simultaneous Dial, Do Not Disturb, Call Forwarding

Read on to learn about using MultiLine's Call Handling Settings. You can set multiple numbers to receive incoming calls sequentially. 

Overview

You can use Call Handling in the MultiLine Settings menu to

  • Set Simultaneous or Sequential Dial
  • Set Call Forwarding
  • Set a Business Hours Schedule
  • Turn on Do Not Disturb

Before you start

  • You need to be connected to the Internet to change your Call Handling settings. 
  • An organization can choose to turn this feature off. If so, you won't see Call Handling in the Settings menu. 

Set Simultaneous or Sequential Dial

Use the Call Handling setting to designate multiple numbers for receiving incoming calls all at once (simultaneous), or one at a time in order (sequentially). 

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Go to Settings and tap Manage Availability.

  3. Choose your desired Call Handling setting. 
    • Sequential Ring: Rings the primary MultiLine application and then ring each number one after the other listed in the Add Number list.
    • Simultaneous Ring: Simultaneously rings all telephone numbers listed in the Add Number list, including your MultiLine number. The first phone to pick up receives the call. 
    • Add Number List: Input a list of numbers to be used by Sequential or Simultaneous ring. The maximum is 10 numbers.

When you leave the menu your settings will automatically apply. 

If you have Do Not Disturb or Business Hours settings applied, these rules apply first and your calls will go to voicemail instead of going to the numbers in the Call Handling list.

Set Call Forwarding

Use Call Forwarding to send calls to your MultiLine number to the specified number. Your MultiLine phone will not ring or receive the call when Call Forwarding is set.

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Go to Settings and tap Manage Availability.

  3. Tap on Call Forwarding to enable it. 
  4. Enter the forwarding phone number


  5. Tap Save. If successful, you'll see the number you set on the screen.


The forward function WILL NOT work if you enter your primary device’s number as the call forwarding number. 

Set Business Hours

Use Business Hours to set which hours you would like your phone to ring. Outside of those hours, calls will go to voicemail. 

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Go to Settings and tap Manage Availability.

  3. Tap on Business Hours to enable it. Tap again to disable it. 
  4. Use the 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.



If you are using the Call Handling feature to set a list of numbers to simultaneously or sequentially dial, the Do Not Disturb or Business Hours settings apply first and the calls will go to your voicemail and not ring the numbers on your Call Handling lists.

Set Do Not Disturb

When Do Not Disturb is enabled, all the calls will be sent directly to your MultiLine voicemail.

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Go to Settings and tap Manage Availability.

  3. Tap on Do Not Disturb to enable it. A checkmark will appear and the message will show that MultiLine will send all calls to voicemail. Tap again to disable it. The checkmark will disappear and the message will show that MultiLine will ring your phone.



If you are using the Call Handling feature to set a list of numbers to simultaneously or sequentially dial, the Do Not Disturb or Business Hours settings apply first and the calls will go to your voicemail and not ring the numbers on your Call Handling lists.

Get started with MultiLine Voicemail

Read this to set up your voicemail. Learn how to record your voicemail greeting and listen to voicemails. 

Overview

The MultiLine application provides you a separate voicemail to use for your business calling. You have three options: the default message, a custom message, and a message that includes audio of you speaking your name.

Before you start

  • You need to be connected to the internet when updating your Voicemail greeting. 
  • Your organization can turn off voicemail features. If so, you may not see all the options described here. 

Record your Voicemail greeting

Use Voicemail Greeting from the Settings menu to set up a voicemail greeting. 

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Tap Settings.
  3. Tap Voicemail Greeting.
  4. You have three options for setting your Voicemail Greeting:

    A. Default: This application comes with a default setting that callers will hear when leaving a voicemail. For an example MultiLine number "+15555555555", the greeting is "You have reached +15555555555, please leave your message after the tone".
    B. Custom: Allows the user to set a customized voicemail greeting. Once you have recorded a voicemail greeting, you can hit Play to listen to it, or Record if you want to re-do it. This can be done or redone at any time.
    C. Spoken Name: Allows the user to record their name. Once you have recorded your name, you can hit Play to listen to it, or Record if you want to re-do it. This can be done or redone at any time.

Listen to Voicemails

Your voicemail messages appear alongside SMS messages in Messages. Tap a voicemail message to open the message in the voicemail message player. 

iOS

  1. Go to Messages and find a Voicemail message. Voicemail messages are indicated by voicemail icons Voicemail icon
  2. Tap anywhere to expose the options.

    Voicemail messages are indicated by Voicemail icons.

  3. The voicemail message player has several options for playback: 
    • Play/Pause: Tap Play/Pause icon to start and stop the voicemail message playback.
    • Speaker: Tap to use the speaker phone to play the message.
    • Call: Tap to call the party back.
    • Speech-bubble: Tap to message the party back. 
    • Delete: Tap to delete the message. 
    • Info: Tap to pull up the Contact Details page.  Tip: You can go to Contact Details to see history with the contact, or message the party back.

Android

  1. Go to the Messages tab and find a Voicemail message. Voicemail messages are indicated by Voicemail icons. Voicemail icon

    Voicemail messages are indicated by Voicemail icons. 

  2. Tap the menu down arrow to expose the options, then tap Play.
    Voicemail message player
  3. The voicemail message player has several options for playback: 
    • Play/Pause: Tap Play/Pause icon to start and stop the voicemail message playback.
    • Speaker: Tap to use the speaker phone to play the message.
    • Call: Tap to call the party back.
    • Speech-bubble: Tap to message the party back. 
    • Delete: Tap to delete the message.