Organization Overview
Organization Administration covers everything an organization administrator manages day to day: users and their extensions, contacts, routing, PBX features, the contact center, messaging, integrations, and Thirdlane Connect. This page explains what an organization is and the order to work through the sections below.
What is an organization
An organization is a single customer on the platform - a business with its own extensions, phones, voicemail, voice menus, routing, media files, and every other setting. Organizations are fully isolated: they are independent and unaware of each other, even when they share the same server or cluster.
In the internal configuration and in URLs, an organization is also called a tenant (the folder for these pages is
tenant/). The two terms refer to the same thing; the user interface uses Organization.
Organizations are created at the platform level - see Tenants for how a system administrator adds one (typically by cloning a template organization with sensible defaults).
Standalone vs. multi-site (Enterprise)
Every organization is standalone by default. When a customer has multiple offices, branches, or locations, an administrator can group several organizations under a single Enterprise.
| Term | Description |
|---|---|
| Organization | A standalone customer with its own extensions, queues, routing, and all other settings. |
| Enterprise | A parent container that groups multi-site customers for shared dialing, a unified directory, and centralized administration. |
| Site | A member organization within an enterprise. |
Per-site isolation is preserved for extensions, queues, voice menus, and all other organization-level configuration - grouping into an enterprise only adds shared dialing and a unified directory on top. Single-site organizations work exactly the same whether or not enterprises are used. See Multi-Site Organizations (Enterprises) for details.
Who administers an organization
Organizations are managed by organization administrators, whose access is controlled by role and granular permissions. A system administrator can delegate as much or as little as needed. See Administrators for roles and permissions.
How this section is organized
The sidebar groups organization settings by function. A typical setup works top to bottom:
- Users - create user extensions, departments, and emergency locations; use Bulk Generator to provision many at once.
- Routing - inbound and outbound call routes, permissions, and active Mode.
- PBX Features - voice menus (IVR), hunt groups, schedules, conference rooms, and feature codes.
- Contact Center - queues, agents, callback rules, and metrics.
- Contacts and CRM - the company directory, external contacts, and the built-in CRM.
- Messaging - WhatsApp accounts, channels, and message templates.
- Device Provisioning - managed phones, templates, and sidecars.
- Integrations & SSO and Thirdlane Connect - external CRMs, directory services, automations, and the Connect apps for this organization.
- Tenant Branding - logos and colors for this organization.
Use the sidebar to jump directly to any area; each section has its own setup guide where applicable.