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Understanding the WAVE Hierarchy

WAVE uses a specific hierarchy of accounts to allow the delegation of billing, maintenance, and other features.

In the diagram above, the Partner has three customers. The Partner has created one Partner Employee which has been assigned to each of the three Customer accounts. In addition, each Customer also has a Customer Employee. The Customer Employees have access to the Customer they were created in, but no other Customer account. The Partner Employee can be assigned to any Customer by the Partner.

The list below identifies each role in WAVE.


The Partner role is the top-most role in the hierarchy and typically controls all other roles. Partners may create Employees of any type of role. The Partners then delegate billing, provisioning, and user creation authority to the Employee for a specific Customer account. Partners may perform the following:

  • Add, Delete, or toggle activation for Employees
  • Add, Delete, or toggle activation for Customers
  • View Customer data and metrics

Important: By default, when a Partner creates a Customer, they are added as an Employee with an Admin role. This allows the Partner full control over the Customer account. If the Partner Employee account for a Customer is deleted, the Partner will no longer have access to the Customer. For more information about the Partner role and the features allowed to Partners see the Partner Functionality Category.

Partner Employee

Partner Employees are created by a Partner in the Partner Portal and assigned to one or more Customers. Partner Employees created in the Partner Portal may be assigned to multiple Customers and have the same Role selection. This allows the Partner to delegate authority for multiple customers to individual Partner Employees to manage them. For example, if you are a Partner with many Customer accounts to manage, you may create a Partner Employee and assign that Employee to many different Customers.


A Customer is not a user. A Customer represents a group. Billing is set at the Customer level and is dependent on the number of users assigned to a Customer account. Customer accounts cannot sign in. All Users, Talkgroups, Radio Systems, and Subscribers are associated with a single Customer. The ‘Owner’ of a Customer account is typically assigned as an Employee with Administrative rights. This allows them to manage the Customer account and add or remove Customer Employees.

Customer Employee

The purpose of Customer Employees is to manage the Customer account. Customer Employees are assigned to a specific Customer only and cannot view or modify other Customers. Customer Employees may have up to three different roles that are determined by the Partner or Customer and may be changed by the Partner or Customer at any time. These roles include the following:

  • Admin
    Administrator-level Employees may perform any of the following roles listed below in addition to managing Users and Talkgroups.
  • Radio Admin
    Radio Employees can change radio integration, WAVE users, Groups, WAVE Gateway, Radio Subscribers and Talk Groups.
  • Provisioning
    Provisioning Employees can manage WAVE Users and Groups.
  • Customer Support
    Customer Support Employee can help customers with complaints and questions, give customers information about products and services, take orders, etc.


Users are individual WAVE accounts that will sign in for communication using a supported WAVE Mobile Communicator or Dispatcher client. Users must be assigned to a talkgroup. Users may be created one at a time or uploaded via an Excel template.


Subscribers may be WAVE Subscribers or Radio Subscribers. Both types are associated with a radio system. If you are using WAVE in Broadband-only mode, then you will not have Subscribers. Subscribers allow Private Calls between Broadband and Radio units and map radio IDs to an alias that will appear to WAVE Users when the radio unit transmits or makes a Private Call.

Updated on August 4, 2020

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