Read this to learn how to create custom user permissions that you can apply to Organizations in the Setup tab. 

Overview

User permissions define what app features are available to users of the MultiLine app. User permissions are set at the organization level and are inherited by any sub-organizations. If your sub-organization has an inherited user permission, you must edit the user permission at the level it was defined. 

Before you Start

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.
• Default User Permissions will set permissions for users that are not part of a subgroup.

Create new custom permissions

1. Go to the organization where you want to perform the action. 
2. Go to the Setup tab and click User Permissions. 
3. Click Add New.
   
   
4. Check the box for a feature to permit it, or uncheck the box for a feature to disallow it.
   

List of permissions

Inbound Call Settings

• Data: Enable/Disable using data to receive inbound calls.
• Minutes: Enable/Disable using minutes to receive inbound calls.
• Fall back: Enable/Disable trying data first, then minutes, to receive inbound calls.

Outbound Call Settings

• Data: Enable/Disable using data to make outbound calls.
• Minutes: Enable/Disable using minutes to make outbound calls.
• Choose on Dialer: Enable/Disable choosing data or minutes from the dialer when making outbound calls.

Contact Sources

• Use Native: Enable/Disable using native contacts service in MultiLine.

• Local: Enable/Disable importing native contacts into MultiLine.
• Exchange: Enable/Disable exchanging contacts between native device and MultiLine server.

Personalization

• Allow Personalize Number: Enable/Disable the ability to customize MultiLine number. 
• Use 'MultiLine' as Contact Label: Enable/Disable the ability to label a Contact number with "MultiLine". 

General Settings

• Allow Call Scheduler: Enable/Disable call scheduler function.
• Allow Scheduler: Enable/Disable scheduler function.
• Allow "Show Caller ID": Enable/Disable caller ID function.
• Allow Simultaneous/Sequential Ring: Enable/Disable simultaneous/sequential ring function.
• Allow Advanced WiFi Setting: Enable/Disable toggling of the Advanced Wifi settings.
• Allow Block Caller: Enable/Disable incoming caller blocking function.
• Allow SMS: Enable/Disable SMS messaging.

Visual Voicemail

• Allow Spoken Name Recording: Enable/Disable spoken-name voicemail greetings.
• Allow Custom Greeting Recording: Enable/Disable custom, personable voicemail greetings.

Onboarding

• Enable Email PIN: Enable/Disable sending the onboarding OTP PIN via email in addition to SMS. 

You've created your custom permission

You can assign the permission set when you add users.

Administrators in the Management Portal can customize email invitations. We provide a default email invitation with the required information which you can edit according to the needs of your organization.

Overview

Users receive MultiLine invitations when you add them to an organization. These invitations contain the information users need to download and activate MultiLine and credentials for activating mobile and desktop apps.  Some organizations may want to change the default invitation we provide to add their own content or formatting. 

Before you Start

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.
   

How to edit the email invitation template

You can use the editor to add content and formatting to the email. 

1. Go to Setup > Administration > Invitation Templates > Email
   
2. Click Edit to make changes. Note: You must include required variables. See below for list of variables. 
3. Click Preview Template to see how edits would look and make sure that parameters are working properly.
4. Click Save.

Default template

{logo_img}

Hi {f_name} {l_name},
Welcome to MultiLine!

• On your iPhone or Android? Tap the button below:
  {sign_in_btn}
  
  
• On your computer? Use your phone's camera or QR code reading app to scan the QR code below:
  {qr_code_img}
  
  
• To manually activate, click this {app_download_link} to download the app and enter the credentials below during onboarding:
  Company Id  :  {market_code}
  UserName    :  {u_name}
  Password      :  {pwd}
  
  
• To access MultiLine Desktop, click this {web_app_link} and enter the username and password above during onboarding.

Please note that you'll be requested to create a password when signing in to MultiLine Desktop for the first time.

Thanks,
Team Movius

List of invitation variables

Your custom MultiLine email invitation is ready!

Any new invitations sent will now have your custom content and formatting. 

Administrators can restrict the email domains that can receive MultiLine invitations, to prevent other administrators from inviting users from those domains.

Overview

The most common use case of restricting email domains is to enforce that invitations are sent to corporate email accounts to prevent invitations from accidentally being sent outside the organization.

Before you Start 

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.
   
• Navigate to the top-most organization that you want to receive the changes. See Navigating Organizations.

How to add Allowed Email Domains

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.

1. Go to Setup  > Domain Restrictions.
2. If you haven't set up any allowed domains yet, click add from the message.
   
3. Start typing in the Allowed Email Domains area, starting with '@' and following with your desired domain and click enter.
   
4. Click Save and then Yes to confirm.

How to edit email domains

1. Click Edit.

2. Make your changes

How to delete email domains

1. Click Edit.

2. Click the 'x' next to an existing domain. 

You're done!

Administrators will now only be able to send email invitations to the Allowed Domains. 

Read this instruction to learn how to customize SMS invitations.

Overview

Admins can customize SMS invitations. We provide a default SMS invitation with the required information that you can edit according to the needs of your organization.

Before you Start

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.
   

Edit the SMS invitation template

Change the text of the SMS invitation template in Setup > Message Template. 

1. Go to Setup > Administration > Invitation Templates > Messages.
2. Click Edit. Make any desired changes.
   Note: You must include required  variables. See below for list of parameters
3. Click Preview Template to see how edits would look and make sure that parameters are working properly.
4. Click Save.

List of invitation variables

Your custom MultiLine SMS invitation is ready!

All new SMS invitations sent will have your custom content. 

Learn how to add users and send them invitations that they use to activate their MultiLine service.

Overview

To grant users access to multiLine MultiLine invitations contain user credentials and a password to use for MultiLine activation. Users must activate MultiLine on their device every time they install or reinstall the application. If users lose their invitation, you'll need to send them a new password. See Getting Started with MultiLine for the user experience.

You can add users directly in the portal, or you can upload multiple users at once using a CSV file. You can also add users and invite them to MultiLine immediately or save the information to invite them at a later time. 

Before you Start

• An admin must have "Accounts" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.
• If you would like to customize the email invitation, you should do this prior to this step.
• If your users need custom permissions, you should create those prior to this step. 
• Sending an invitation requires there to be an Available or Reserved number to be assigned to the user account. 

Send invitation

From Accounts, you can add accounts individually, or upload multiple accounts using a CSV file. Either way, first go to the Accounts tab, and then click Add Account.

Add a single account

You can add a single user directly in the portal by using this procedure. 

1. Enter the First Name and Last Name.
2. Enter the Email or Device # that the invitation will be sent to. 
3. Optional: Click the Assign Number link.
   Note: If you do not assign a number, end-users will have the option of to select from a short list of available numbers during MultiLine activation. 
4. Choose a number or tag from the drop-down menu. (Example above: "PORTED")
5. Select the User Permissions to which to assign this number. (Example above: "default cos for org 2000")
6. You can add the user and invite them to use MultiLine immediately, or add the user and send the invitation to use MultiLine at a later time. 
   • Select Save to add the user without sending the user an invitation to use the application. Note: You will use the "Resend Invitation" process when ready to invite the user to MultiLine. 
   • Select Save & Invite to add the user and send the user the invitation to begin using MultiLine.
     

Add multiple accounts

You can add multiple accounts at once by uploading a CSV file using this procedure. If you are uploading users in multiple organizations, or multiple permission groups, create a separate .CSV file for each organization or permission group. 

1. Select the Multiple Accounts tab. 
2. Download the .CSV template from the instructions.
3. Edit the .CSV template in your editor of choice. 
   1. Fill out the details. See "Table of CSV values" below for more information.
   2. Delete the "Note" with instructions.
4. Return to the Multiple Accounts screen. 
5. Select from the Choose Organization drop-down, the organization for this upload.
6. Select from the User Permissions drop-down, the User Permissions group for this upload. See Create user permissions for more information. 
7. Select the Upload button and then select your CSV file. 
8. You can import and invite users to begin using MultiLine immediately, or import them and send their invitation to use MultiLine at a later time. 
   1. Select Import to add the users without sending them invitations to use MultiLine. Note: You will use the "Resend Invitation" process when ready to invite the users to MultiLine. 
   2. Select Import & Invite to add the users and send their invitations to begin using MultiLine.

Table of CSV values

Resend invitation

Use resend invitation to send invitations to users to users you have previously invited or to send invitations to the first time for users that you added without inviting. 

1. Select the checkbox next to the User Name.  
2. Click Resend Invite. 

Read this to learn how to use the Accounts tab to check whether users have activated MultiLine.  

Overview

The Accounts tab tracks invitation status and some usage, which makes it a great place to start checking whether people are onboarding successfully. 

Before you Start

• An admin must have "Accounts" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Check invitation status and usage

All existing user accounts are visible with the current status of the account on the Accounts tab. You can search for accounts by Name, Email ID, MultiLine Number or Device Number.

1. Hover over the icons under Status to view their current status.
   • Invite Status meanings:
     • Green: Successfully activated
     • Amber: Invitation sent, but user hasn't activated
     • Red: Suspended or Blocked
     • Grey: Opted Out
       
   • If you sort by Status, the order will be  Active > Invitation failed > Invited > Not invited, or for descending  the reverse Not invited > Invited > Invitation failed > Active. 
2. For Active accounts, you can click the side arrow for more information, including
   
   1. The assigned number
   2. Assigned user permissions See Create user permissions.
   3. Whether the user has started calling and messaging
   4. The type of device, Android or iOS
   5. Invite status
   6. Delete and Edit actions.

Read this to learn how to move an account to a different organization.

Overview

From Accounts, you can move an account from organization to another within your tree (according to the hierarchy). Once the user is moved, the user will be reset to the default user permissions for that destination organization. 

Before you Start

• An admin must have "Accounts" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

How to move the user

1. Go to Accounts.
2. Select the checkbox for the account you want to move and click Move.
   
   
   
3. Search or select the Organization or Sub-Organization and click Move.
   ALERT: Once the user is moved, the user will be reset to the default user permissions for that destination organization.
   
   
   
4. Click Yes on the confirmation page. 
5. Click Done.

Read this to learn how to suspend a MultiLine account. 

Overview

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.

Before you Start

• An admin must have "Accounts" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Suspend the user

1. Go to the Account tab and search for the user by Name/Email/MultiLine/Device Number.
   
2. Click the entry to expose the dropdown menu, then click the Edit Line icon.
   
3. Select the check box for Account Suspended and click Save.

The user is suspended

You can unsuspend the user by unchecking the box at any time. Or you can delete the user. 

Read this to learn how to delete a user from the Accounts tab.

Overview

Admins may need to delete users when they leave the company, switch their personal phone numbers, or as a troubleshooting step. After deletion, you can release the number to the Available pool, reserve the number for a specific purpose, or add a forwarding number.

Before you Start

• An admin must have "Accounts" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Delete a user

1. Go to the Accounts tab and search for the user by name, MultiLine number, device number, or email ID.
   

   2. Click on the result to expose the dropdown menu, then click the Trashcan icon to delete.
   

   3. A pop-up window will appear asking if you want to tag the number, or enter a number to forward calls to. 

   • If you do not tag the number, it will enter the Available pool. 
   • If you tag the number, it will enter the Reserved pool.
   • You must tag the number to forward calls. If you do not set the forwarding number at this step, you cannot choose to forward calls later.
   • If the deleted number is saved with tag and forward number, than the forward number can be updated later from the Reserved pool in the Setup > Number Management section
     

Read on to learn about setting up a Webhook. 

Overview

Administrators use Webhooks to connect MultiLine to an external application. 

Before you start

• An admin must have "Setup" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Step 1: Create User Permissions

1. Go to Setup, then User Permissions, and select Add New.
2. Edit the feature set according to the permissions the users of the external application should have. 
3. Enter a name for the permissions set (usually named after the external application) and click Save. 

Step 2: Apply User Permissions

1. Go to Setup and click Webhook Events.
2. For every Webhook event displayed, click Edit.
3. Under User Permissions select the permission set created for the Webhook and click Save.

Read on to learn how Admins can set filters. 

Overview

Filters can be used with the Move or Resend Invite options in Management Portal 

Before you start

• An admin must have "Accounts" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Set filter

1. Select Accounts from the left side menu.
   
   
2.  You will see many Filter menus to choose from. In this example we select Status, and can filter users based on what stage they are in the onboarding process.
   
   
3. When you select a Filter, you will see a blue notification icon for that Filter.
   
4. You can use Filters in combination with search. Just enter anything you want into the Name / Email MultiLine / Device number field above the Filters menu. 
5. To start over, select the Clear All option.
    

Read on to learn about setting a forwarding number during the invitation process for Messaging Only MultiLine users. 

Overview

Messaging Only MultiLine is a version of MultiLine that does not include Voice features such as calling and voicemail. These organizations may want to set up number forwarding so that if someone calls their MultiLine users, the call can be picked up by another team member or call center. 

You can set a forwarding number while sending a single invite, or while using the bulk invitation feature. 

Before you start

• Messaging Only MultiLine Service is only available on a limited basis and not yet generally available.
• An admin must have "Accounts" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Setting the forwarding number for a single invite

You can set the forwarding number while sending an invite to the user by using the following steps:

1. Go to Accounts > Single Account
   
2. Use the Forward Number field to set the number. Warning: Don't include '+'. 
   
3. Click Save to invite the user later, or Save and Invite to invite the user.  

Setting the forwarding number for a bulk invite

You can set the forwarding number while using the bulk invitation feature by using the following steps:

1. Go to Accounts > Multiple Accounts
   
2. Download the CSV template.
   
3. The column header "forwarding_number" sets up the column for use in setting the forwarding number for the user.
   
4. Click Upload to find and upload the CSV file.
   
5. Click Import to invite the user later or Import and Invite to invite the user.
   

Read this to learn how to enable PBX phones for users who will use the same number for their PBX phone and their MultiLine. 

Overview

Enabling PBX phones will allow for the user's mobile phone and desk phone to ring simultaneously, so the user can pick up the call at their desk or when they're mobile. Note: The PBX Phone is disabled by default.  

Before you Start 

• Organizations do not have the option to enable Microsoft Teams by default. If your organization hasn't opted for this feature, you'll be unable to follow the steps below. Contact your Customer Success Team for more information.
• An admin must have "Accounts" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Enable PBX Phone

1. When adding a user or editing a user, go to a User's Profile tab. 
2. Click on the checkbox for PBX Phone to enable.
3. Click Save. 

Read this to learn how to enable Microsoft Teams integration for users who will use the same number for Microsoft Teams and MultiLine. 

Overview

Enabling Microsoft Teams integration will allow for the user's mobile phone and Microsoft Teams integration to ring simultaneously, so the user can pick up the call at their desk or when they're mobile. Note: Microsoft Teams integration is disabled by default.  

Before you start 

• Organizations do not have the option to enable Microsoft Teams by default. If your organization hasn't opted for this feature, you'll be unable to follow the steps below. Contact your Customer Success Team for more information.
• An admin must have "Accounts" Privilege in their Role in the organization to do these instructions.  See What Admin Privileges are in Management Portal?.

Enable Microsoft Teams

1. When adding a user or editing a user, go to a User's Profile tab. 
2. Click on the checkbox for PBX Phone to enable. Note: we are using the PBX Phone connector to establish the connection to Microsoft Teams. 
3. Click Save. 

 Example of the PBX Phone option available in the Profile tab. 

See Using Microsoft Teams Integration for information on the user experience.