User Manual - Best Conference Call Provider
Contents
1. Provider Appendix B Troubleshooting Problem Can t Access the Conferencing Service If you re getting a busy signal fast busy dead air or a telephone company message the problem is most likely with your local or long distance phone company You may be able to resolve the problem by trying one of the following e Call from another phone on a completely different carrier such as a cell phone e Dial 10 10 288 and then the dial in access number this will route the call over AT amp T s network Problem Hear Background Noise or Static on the Line Usually this is caused either by a participant s poor cell phone connection a participant has placed the call on hold and everyone is hearing the music on hold from their phone system or a participant is in a noisy location The easiest solution to this problem is to ask everyone on the call to mute their line by pressing 6 Then the moderator can ask each person on the call one by one to take themselves off of mute by pressing 6 again When the noise shows up you know where the noise is coming from and you can ask that person to press 6 again and remain muted for the rest of the call For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 10 Best l Conference Call Provider Appendix C Instructions for Retrieving Recordings Initial Setup by the Moderator Once you ve recorded a c2. after entering the Participant PIN all participants are prompted to enter a second PIN personal ID number The second PIN is stored in the call record for that call and can be seen in the Daily Email report and the detailed usage reports available through My Account NOTE This feature does not provide any additional security it simply records the second PIN entered by the participants and is only used for reporting purposes To enable additional security by requiring participants to enter a security code that is unique to the conference use the conference specific password feature described above For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 5 Best a Conference Call Provider Billing Accounting Code If this feature is enabled the Moderator is prompted to enter a conference account code The number entered is stored in the call record for the conference and can be seen in the Daily Email report and the usage reports available through My Account This feature is useful for customers who want to be able to associate a call with a specific department account client etc Account Options Menu The feature gives the Moderator the ability to control certain account settings before starting the conference If this feature is turned on after entering the Moderator PIN the Moderator will be asked to enter either 1 to start the conference or 2 t
3. Adword Enhanced Services Conference Selection Access Code 1449 To customize your replay or to order enhanced services click on the Replay ID for your call below To listen to the replay of your call dial 1 800 234 7201 or 1 402 550 0159 and enter your call s Replay ID when prompted for a program ID number Replay iD V Call Date Time Call Description 1449001 08 28 03 16 45 CT Welcome to Digital Replay by Ted G 1449002 08 28 03 17 30 CT 1449003 09 08 03 11 44 CT es oD aD All of the recordings you have made will be shown along with their associated Replay ID and the date and time of the call that was recorded For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 11 Best SS Conference Call Provider To listen to the recording over the phone dial one of the phone numbers below and enter the Replay ID of the recording you want to listen to Toll 402 550 0159 Toll Free 800 234 7201 Note that Toll Free calls are billed at a higher rate These are the same phone numbers you will distribute along with the Replay ID in order to permit others to listen to the recording Inform listeners of either the Toll or Toll Free access numbers along with the Replay ID While listening to a recording you have access to the following functions by entering the appropriate number in your telephone 6 Skips to the end of the recor
4. Conference Call Provider USER MANUAL For Best Conference Call Provider Table of Contents How to Start a Conference Call ccccccecceseeeeeeeeeeeeeeeceaeeeeaaeeeeeeeseaeeesaaeeseaeeseeeeessaeeeseaeeeeaes Systemi F CALUNCS sits ccs sd vases accbeciceatvSegeizebtaucnadteegbacedes sassaudeg aai aa aiaa i a E Conference Viewer c tcscccieascesdivensecssnasecedenantecdencesaadevaasecesnahsdadesansceadedansccseachededucanscedenciseade Online Customer Care Center ccccccccccceceeeeneeeeeeeeseaeeeeaaeseeneeseaeeeceaeseeaaesseaeeseaaeeeeaaeseeneeee Appendix A Frequently Asked Questions cccceeteeeeeee eter eeeaeeeeeae scenes seaeeesaaeeeeneeeeeeeees Appendix B Troubleshooting cccccccccceeeeeceeeeeceeeeeeaaeeeeaaeeeeneeecaaeessaaeseeeeeseaeeesaeeesaeeeeenees Appendix C Instructions for Retrieving RECOrdingS ccccccceseeeeseeeeeneeseeeeeseaeeeeeeeeeenees For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 1 Best SS Conference Call Provider How to Start a Conference Call Our audio conferencing is a reservation less service That means that you do not have to pre schedule your conference calls within the system You can start a conference at any time from anywhere You need three things to hold a conference call 1 The dial in access phone number This is a toll or toll free number depending on th
5. cipant A You can ask the participant to enter 6 on their phone which will mute their line Alternatively the Moderator can enter 5 which will mute all participants except the Moderator Q Can someone who is outside of the US call in to the conference A Yes callers from outside of the US can dial the toll access number you were provided The participants will be charged by their phone service provider for the cost of making an international call Q How do change my PIN numbers A You can change your PIN numbers via the online Customer Care Center To login to the Customer Care Center click on the My Account button on the home page at www bestconferencecallprovider com Q I ve forgotten my PIN numbers how can I find out what they are A Please contact customer support to obtain new PIN numbers Q Can I get additional PIN numbers for my account A Yes You can add as many PINs sets as you need via the online Customer Care Center Q How do I record a conference A The Moderator can begin recording a conference at any time by pressing 9 on their phone To stop the recording enter 9 again Q How do I playback a recorded conference A Please see Appendix C for instructions on how to listen to or order copies of your recorded conferences For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 9 Best SS Conference Call
6. ding 7 Rewind 30 seconds 8 Pause the recording 8 Resume a paused recording 9 Fast forward 30 seconds 0 4 Decrease volume repeat for additional decreases 0 5 Reset volume to default level 0 6 Increase volume repeat for additional increases Note While a recording is paused a prompt instructing the caller to press 8 to continue plays once every minute If no input is received within 20 minutes replay continues automatically Remember that the Moderator will be billed for each minute that anyone calls the replay phone number and listens to a recording To Send an Email Invitation to Listen to a Recording From within the recording web site you can send an email to invite others to listen to the recording After logging in click on a recording number for which you want to send an invitation On the next screen select Send Invitation This will open an email that has been pre filled with the necessary instructions for listening to the recording Enter the email addresses of those you want to send the message to and add any additional information to the email and click Send To Delete a Recording By default a recording will be automatically deleted 30 days after it was recorded To delete a recording before it expires by clicking on the trash can icon next to the recording ID You will be asked to confirm deletion of the recording and if confirmed the deletion will be completed Use care in deleting your recordings as
7. e At any time during a conference both Moderators and Participants can dial 0 on their phone to hear a list of features and options available to them 1 Dial Out The Moderator of the conference can have the system dial out to add a Participant to the conference After entering 1 the system will ask for the phone number to dial The person being called will be asked by the system if they want to join the conference Depending on your rate plan the per minute charge for Participants who were added to the conference via dial out may be higher than your standard per minute rate Consult your rate plan on the website for applicable dial out rates NOTE This feature is initially disabled for all customers To activate this feature contact customer support at 1 888 845 2989 For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 3 Best SS Conference Call Provider 2 Entry Exit Announcement Options When Participants enter or exit a conference call you can choose how they are announced from one of the following options Name Announce With this option each Participant is asked to record their name before being allowed to enter the conference When they enter the conference the system announces their name When the Participant leaves the conference the system also announces their departure Tone With this option when a Participant joins or leaves a con
8. e rate plan you signed up for 2 Your Moderator PIN This is your personal code number that allows you to start conferences You should never give this number out to anyone 3 Your Participant PIN This is the code number that you will provide to participants who will be calling in to your conferences These items were included in the email that was sent to you when you signed up for the service If you did not keep the email or you cannot remember this information contact customer support at 1 800 834 6971 or send an email to support besiconferencecallprovider com Step 1 Prepare for the Conference Call Determine the day and time you are going to hold the conference call Send a message to all the conference participants advising them of the day and time of the call and provide them with the following information Dial In Access Number Participant PIN You can use the online Meeting Manager to automatically send a message to all the conference participants advising them of the day and time of the call the dial in access number and the Participant PIN To use the Meeting Manager click on the link on the home page of our Web site Step 2 Start the Conference Call When you re ready to start the conference call call the dial in access number and when prompted enter your Moderator PIN followed by As other participants dial in to the conference and enter the Participant PIN that you provided them they will be added to
9. e call for later playback During the conference you can enter 9 at any time to begin the recording All Participants will hear a message from the system that the call is being recorded To stop the recording before the conference has ended enter 9 again If you press 9 to start recording again a second recording will be created An additional charge applies for recordings For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 4 Best SS Conference Call Provider Recording Playback You can listen to the recording or allow others to playback the recording at any time after the conference Additionally you can choose to have the recording sent to you on the media of your choice or you can have the recording transcribed See Appendix C for details on how to access and order copies of your recordings Optional Features The following features can be enabled at no additional charge by contacting customer support at 1 888 845 2989 or send an email to support besiconferencecallprovider com Added Security via Conference Specific Password This feature adds another level of security for a conference by giving the Moderator the option to define a security code when starting the conference Participants will be required to enter this same security code before being allowed to join the conference The security code is unique to each conference whatever code the M
10. ference a tone is heard Silence With this option nothing is heard when a Participant enters or exits the conference 3 Continuation of Conference The Moderator can choose to allow the conference call to continue after they leave the conference or they can choose to automatically end the conference when they leave Entering 3 toggles continuation on and off 5 Lecture Mode This feature allows the Moderator to mute all of the Participants at once Participants will hear a message from the system that their line has been muted To put the call in Lecture Mode enter 5 To take the conference out of Lecture Mode enter 5 again When the conference is in Lecture Mode individual participants can un mute their line by entering 6 6 Self Mute To mute your line so others on the call cannot hear you enter 6 To un mute your line enter 6 again 7 Lock Conference This feature allows the Moderator to lock the conference so that no additional Participants can join the conference To lock the conference enter 7 To unlock the conference enter 7 again 8 Participant List To hear a list of the names of Participants currently on the call enter 8 This feature only applies if the Moderator has set the Entry Exit Announcement to Name Announce 8 Participant Count When you enter 8 the system will tell you how many Participants on currently on the call 9 Recording This feature allows you to record the conferenc
11. o change the default account options Some of these settings can be changed via the commands during the conference however changing them using the commands affects only the current conference whereas changing them here affects both the current and all future conferences For example if the Moderator wants to change how participants are announced when entering or leaving the conference so that it is always tone instead of the default which is name announce then they could change that setting here The menu options are listed below e Roll call options controls whether name record is turned on which requires participants to record their name before entering conferences and what the default entry exit announcement will be name announce tone or silence when a participant joins or leaves the conference e Quick start controls whether conferences can start before the Moderator joins or not e Auto continuation controls whether conferences will be allowed to continue when the Moderator disconnects e Listen Only controls whether conferences start in Listen Only mode in which case all lines except the Moderator s are muted and cannot be unmated NOTE this option will not appear on the menu unless the Listen Only Entry setting is set to On see below NOTE The Moderator can also manage these options via the Conference Viewer see next section by clicking on the Account Options button This is available even if Accoun
12. oderator enters at the beginning of the conference is what is used for that conference The Moderator should decide what the code will be before starting the conference so participants can be told in advance what code they will need to enter when joining the conference Settings include e No Prompt The conference security code feature isn t turned on e Optional Prompt The moderator is given the option of setting up a conference security code before entering the conference but is not required to e Mandatory Prompt The moderator is required to set up a conference security code before entering the conference Quick Start If turned on this setting allows conferences to start as soon as the first participant dials in Participants don t wait on hold for the moderator to arrive If Quick Start is not turned on participants wait on hold until the Moderator joins the conference Listen Only Mode If turned on sets all conferences to start in Listen Only mode which means all lines are muted except the Moderator s In Listen Only mode participants cannot unmute their line 6 is disabled for them NOTE this feature is different than pressing 5 Lecture Mode during the conference since when using 5 participants can unmute themselves whereas with Listen Only they cannot Participant Identification Number This feature allows each participant to be identified by a unique number on usage reports If this feature is enabled
13. once they are deleted callers will no longer be able to access the replay and you will be unable to order enhanced services for the recording For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 12 Best Conference Call Provider To Order a Copy of a Recording In addition to listening to your recordings over the phone you can also order a copy of your recordings on a cassette tape or CD download a wav file or have them transcribed To order a copy of a recording or a transcription click on the recording number from the list of recordings on the web site This will take you to the following screen F Enhanced Conference Services Microsoft Internet Explorer File Edit View Favorites Tools Help Osk O AA Aseh f Faoite Queda CLE CEBswas Address http www prairiesys com cgt binlwebCSA71 28 18LF 2TbzFFHhFYELI 6333549 Enhanced Service Selection Call Number 11370001 Please select the enhanced service you would like to order for your call You will have the opportunity to cancel if you change your mind Customize Replay Order Report Transcriptiot Internet Select the format of the copy from the list and follow the instructions provided For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 13 Best l Conference Call Provider Cus
14. onference you can retrieve the recording from the website at www bestconferencecallprovider com recording The first time you retrieve a recording you must set up a password To do this go to bestconferencecallprovider com recording and enter the Participant PIN associated with your account and click on the New User button You will be guided thru the steps to create a password and login Once you have created your password you will be taken back to the login screen where you can enter your Participant PIN and the password you just created To Listen to a Recording Over the Phone You and others can listen to the recording of a conference over the phone Note that a per minute charge will be applied to your account anytime someone listens to your recordings In order for someone to listen to a recording over the phone they must have the Replay ID associated with your recording As the Moderator you can obtain the Replay ID by logging in at www bestconferencecallprovider com recording using your password you created in the initial setup See above Once you ve logged in you will see the following screen Enhanced Conference Services Microsoft Internet Explorer File Edit View Favorites Tools Help Boor fF MHS Fh Options Qx x 2 E seah fp Favorites Pweda O ORK 3 ddress http www prairiesys com cgi bin webCSA I 108LF rO_cVFG_s_ amp C V J co Links Google com Customize Links Authorize Net 2002 Google
15. sscode you want to use To change the availability of the recording change the dates and times next to Program Start and Program End For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 14 Best SS Conference Call Provider To Order a Report of Your Recordings You can have a report sent to you via email that shows when the recording was made how long itis as well as a listing of each time it was listened to and when copies where ordered To order the report for a recording click on the recording number on the main page where your recordings are listed On the next page click on Order Report Enter the report start and end dates and the email address that you want the report sent to For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 15
16. t Options Menu is not enabled For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 6 Best S_ Provider Conference Viewer The Conference Viewer is a Web based application that allows the Moderator to view and control the conference in real time Once a conference is in progress the Moderator Console allows you to See all the participants who are on the call You can enter a name for each participant Dial out to add participants if enabled Mute or disconnect participants Lock the conference so no additional participants can join Start and stop recording of the conference Change account options such as the default setting for entry exit announcements etc To access the Conference Viewer click on the Conference Viewer link on the support page of our Web site www bestconferencecallprovider com resources conference call provider downloads aspx or from the link within My Account Once logged in you can learn more about all of the features of the Conference Viewer by clicking on the Help button Moderator Application End Conf Account Opts Help Logout Lock Conf Conf Opts Mute All UnMute All Roca Conference Continuation Listen Only Record Select Order Name Phone Mute OpReq Type Status Dial John In l omi 4154620412 Subscriber Conf Bites ERN Piay Name Disconnect Remove For Customer S
17. the conference As the Moderator you ll have the ability to control certain features of the conference See the next section for a list of these features For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 2 Best a Conference Call Provider System Features Moderator Features During a conference call the Moderator can access the following features by entering the appropriate code on your touchtone phone 0 Help Message provides an explanation of the features available to you 1 Dial out to add a participant to the conference additional charges apply 2 Change conference entry and exit options name announce tone or silence 3 Enables disables continuation of conference after Moderator exits 5 Mute un mute all participants except the Moderator 6 Mutes un mutes your line 7 Locks unlocks conference so no additional participants can join 8 Plays a list of participant s names 8 Count of participants 9 Start stop recording of conference additional charges apply Participant Features During a conference call Participants can access the following features by entering the appropriate code on their touchtone phone 0 Help Message provides an explanation of the features available to them 6 Mutes un mutes their line 8 Plays a list of participant s names Explanation of Features 0 Help Messag
18. tomize the Replay of Your Recordings You can add a description set the availability dates and require an additional passcode for any your recordings From the list of recordings click on the recording number that you want to customize On the next screen click on Customize Replay This will open the Administration screen shown below E Replay Reservation System Microsoft Internet Explorer File Edit View Favorites Tools Help A 2 Gh A seach 2e Favorite Meda A S BDLS 3 Address amp http www prairiesys com cgi bin webQP I 3 amp LF 2Tb_KFHhhY Digital Replay Administration Account 11370001 Enter any changes you may have for this digital replay below When you are finished click on Submit to apply your changes For assistance with this form click on the Help button below General Information Program Description Passcode in use Passcode Scheduled Availability Program Start Feb 19 m 2004 at 00 00 w Program End Mar 20 2004 at 23 59 Internet You can add a description to the recording in the Program Description box This description will appear next to the recording number on the main page where all of your recordings are listed To provide an additional level of security you can require that listeners enter a passcode after they enter the Replay ID To enable this feature check the box next to Passcode in use and then enter the pa
19. upport call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 7 Best ae i Conference Call Provider Online Customer Care Center You can access the online Customer Care Center to view or make changes to your account To login to the Customer Care Center click on the My Account link on the home page at www bestconferencecallprovider com The online Customer Care Center allows you to Get a copy of your invoices to back up the charges on your credit card Update your credit card information due to an address change expired card or declined card Add delete or change the PIN numbers on your conference account Get a detailed usage report that documents the charges associated with your monthly invoices See the callers and minutes incurred for calls you just made or for which you haven t yet been billed Update the contact information on your account phone numbers address etc For Customer Support call 1 888 845 2989 or send an email to support bestconferencecallprovider com Version March 28 2011 Page 8 Best a Conference Call Provider Appendix A Frequently Asked Questions Q How do I change what participants hear when someone enters or exits the conference A The Moderator can control what is heard when someone enters or exits the conference by entering 2 during the conference and selecting either name announce tone or silence Q How do I mute a noisy parti
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