HiDef Corporate Moderator Guide 7414 Hollister Avenue Goleta CA Citrix Online, LLC. All rights reserved.

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2 Contents Get Started with Your Account... 1 Log In... 1 Log in to your account... 1 Forgot your password?... 1 Want a HiDef Corporate account?... 2 Download Outlook Plugin... 2 Download HiDef Corporate Outlook Plug-in... 2 Install HiDef Corporate Outlook Plug-in... 2 Having trouble configuring your Outlook Plugin?... 4 Issues during your conference call?... 4 System Requirements... 5 Supported Software and Account Configurations... 5 Forgot Your Password... 5 Forgot your password?... 5 Change Your Name, Address and Password... 6 Change Moderator Details... 6 Cancel Your Account... 8 How do I cancel my account?... 8 Can I reactivate my canceled account?... 8 Start, Schedule and Manage Conferences... 9 Schedule a Conference... 9 Schedule a Conference from the Web... 9 Schedule a Conference with the Outlook Plugin Edit a Scheduled Conference Integrate HiDef Corporate with Outlook View Scheduled Conferences Conference Notifications View Scheduled Conferences on the Web View a Scheduled Conference on your Outlook Start a Scheduled Conference Manage Conferences Citrix Online, LLC. All rights reserved. i

3 Lecture Mode Hand Raising Multiple Moderators Recording a Conference Call Drop a Participant Lock a Conference View Minute Usage (Moderator) View Conference Call Information (Moderator) End a Conference Join Conferences Join a Conference Conference Invite Join a Conference as a Moderator Join a Conference as a Participant Conference Features Web Controls Use web controls as a moderator Phone Commands Using Phone Commands as a Moderator Using Phone Commands as a Participant Call Recording Using Web Controls to Record a Conference Using Phone Controls to Record a Conference Download a Recording Play a recording on your Computer Listen to a recording using a Phone FAQs General FAQs Access Numbers FAQs Call Recording Features FAQs Meeting Controls Features FAQs Moderator Features FAQs Outlook Plug-in and Scheduling FAQs Citrix Online, LLC. All rights reserved. ii

5 Get Started with Your Account Log In Log in to your account Once you receive your HiDef Corporate credentials, enter your username and password to log in and begin using HiDef Corporate's Audio Services! This includes the following: Schedule and Manage Conferences Outlook Plugin View Conference History View Minute Usage Forgot your password? 1. Go to the Forgot Password? page 2. Enter the username you use to log in to your account. Typically, the user name is your address. 3. Click Submit to receive a password reminder Citrix Online, LLC. All rights reserved. 1

6 Want a HiDef Corporate account? Contact our Sales team through or phone. Click here for more information! Download Outlook Plugin Download HiDef Corporate Outlook Plug-in With the HiDef Corporate Outlook Plug-in, you can schedule your HiDef Corporate sessions directly from Outlook. Just download the plug-in and enter your HiDef log-in information to enable the feature. Download the HiDef Corporate Outlook Install HiDef Corporate Outlook Plug-in 1. Download and save the Outlook plugin's installer package on your desktop. 2. Open the installer package and select Run, Yes or OK if prompted. 3. Click Next in the HiDef Outlook Plugin Setup Wizard to begin installation. 4. Leave the default folder location as is, or click Browse to select the folder where you would like to install the plug-in. Click Next to continue Citrix Online, LLC. All rights reserved. 2

8 6. Once the installer successfully finishes, click Close. Having trouble configuring your Outlook Plugin? We recommend using Microsoft Office 2003, 2007 or To configure each version of Outlook, see Integrate HiDef Corporate with Outlook. Issues during your conference call? If you're running into problems joining a conference call or using Outlook Plugin, please see HiDef Outlook Plug-in Help Citrix Online, LLC. All rights reserved. 4

9 System Requirements Please check to see that you meet the minimum system requirements before downloading the latest version of the HiDef Corporate Outlook Plug-in. Windows Operating System Windows 7 Windows Vista Windows XP Windows 2000 Processor Intel Core 2 Duo class processor RAM 2 GB or more Internet DSL or better Additional software HTTPS/SSL firewall access for outbound connections recommended Supported Software and Account Configurations Microsoft Office 2003, 2007 and 2010 Single installer package for Outlook 2003, 2007 and 2010 (32-bit and 64-bit) Single- and multiple-user accounts Forgot Your Password If you can't remember your password, you can retrieve it with a few easy steps! Forgot your password? 1. Go to the Forgot Password? page 2. Enter the username you use to log in to your account. Typically, the user-name is your address. 3. Click Submit to receive a password reminder Citrix Online, LLC. All rights reserved. 5

10 Change Your Name, Address and Password You can change the name, address and password that you use to log in to your account. Change Moderator Details 1. Log in to HiDef Corporate as a moderator at 2. In the left navigation, click Preferences. 3. On the Change User Details tab, you can edit your name and/or address Citrix Online, LLC. All rights reserved. 6

11 To change your name, edit your name in the First Name and Last Name field. To change your address, enter and confirm your new address in the Address and Confirm Address field. To change your account password, enter your old password and then enter and confirm you new account password Citrix Online, LLC. All rights reserved. 7

12 To change your language preference, select your preferred language from the drop-down menu given. 6. When you're done, click Save. You'll see a confirmation message saying that your preferences have been updated. Note: Your administrator can choose to not give you privileges to change your user details. Administrators can make this change in the User Details Management section. Cancel Your Account Learn how to cancel and reactivate your HiDef Corporate account. How do I cancel my account? Moderators must contact their account Administrators to cancel their HiDef Corporate accounts. Can I reactivate my canceled account? Yes. To reactive your canceled account, please call Global Customer Support Citrix Online, LLC. All rights reserved. 8

13 Start, Schedule and Manage Conferences Schedule a Conference You can schedule a conference for multiple participants using your Moderator login or using your HiDef Corporate Outlook Plugin. Schedule a Conference from the Web 1. Log in at 2. In the left navigation, click Invite & Schedule. 3. Enter your name and the subject for the meeting as you would like them to appear on conference invitations and click Schedule. 4. In the Details field, provide the participants with information about the conference call as you would like it to appear on the invitations. Then select the Date, Start Time, and the Estimated Duration of the conference call. 5. You can add participants by doing either or both of the following: Add Manually: Enter the name and address of the contact(s) individually to add participants to your conference call a. Enter the Contact Name and Contact . b. Click the Add More Participants button to display more fields to enter contacts and their addresses. c. Click the button to remove contacts. d. To save this contact group for future calls, click the Save this contact group button. Enter the Group Name and click Save. Add from My Contacts: Select participants for your conference call from the My Contacts field Citrix Online, LLC. All rights reserved. 9

14 a. In the My Contacts field, click the names of the contacts(s) you want to add. The contacts' name and address will be automatically added to your participant list. b. Click Send when finished. Each participant will receive an inviting them to the conference, and the scheduled meeting will appear under Upcoming Conferences on the Invite and Schedule page. Note: You are not required to schedule a conference to use the service. However, as a best practice, it is recommended to schedule a conference in advance so that all participants can be notified with the conference call details.. Schedule a Conference with the Outlook Plugin 1. On the Outlook toolbar, click Schedule HiDef Conference. Office 2003/2007 Office Citrix Online, LLC. All rights reserved. 10

15 2. Select the date and time of your meeting, add invitees addresses and, if desired, change the subject of your invite. 3. Click Send to your conference invitation Citrix Online, LLC. All rights reserved. 11

16 Edit a Scheduled Conference Follow the steps below to edit the details of an upcoming conference: 1. Log in at 2. In the left navigation, click Invite & Schedule. 3. Under Upcoming Conferences, click Edit to modify the details of the conference call. 4. Click Send when done to send new invitations with the updated information. Integrate HiDef Corporate with Outlook Before you can manage your conferences directly from Outlook, you need to configure the plug-in with your HiDef Corporate credentials. 1. Open Microsoft Outlook. 2. From the HiDef Plug-in drop-down menu, select the Settings option. Note that there are minor differences in the menu titles and options, depending on your version of Outlook: Office 2003/2007: Click the Manage HiDef Plugin drop-down menu and select HiDef Plugin Settings. Office 2010: Click the Manage HiDef Plugin drop-down menu (on the HiDef Outlook Plugin tab on the Ribbon) and select HiDef Plugin Settings Citrix Online, LLC. All rights reserved. 12

17 3. At the top of the Settings/Options window, enter the username and password assigned to you by your account administrator and click Download Access Numbers. Note: If or when new numbers are introduced by the HiDef Corporate service, or additional numbers are enabled by your administrator; you will need to use the Download Access Numbers function to update the access numbers on the plugin. 4. Microsoft Outlook automatically retrieves your HiDef account credentials and fills in the Settings/Options window. Click OK to close the Success dialog. 5. Configure the following preferences as desired: Invitation Preferences: Select a default phone number to be displayed in the location field of your Outlook invite. Add a name to be included in the body of your invitation. Additional Numbers: Provide additional toll and/or toll-free numbers in the body of your invitation. Proxy Configuration: If required by your IT department, enter the proxy server information needed for Internet-enabled applications. If you re unsure, please check with your IT department. Note: In most installations, proxy server information isn t necessary. 6. Click OK to save the changes made to your preferences. Congratulations the HiDef Corporate Outlook Plug-in is now fully installed! To schedule a conference using your Outlook Plugin, click here. View Scheduled Conferences View your scheduled conferences on the web, outlook and via notifications. Conference Notifications Note: You can only receive notifications when you use the web invite and schedule conference feature. Moderators receive an notification ahead of their scheduled conference. The contains details of the conference and provides the moderator with their conference room number and moderator PIN. Additionally, the also lists all of the toll and toll-free numbers allocated to the moderator for use when dialing to their conference Citrix Online, LLC. All rights reserved. 13

18 View Scheduled Conferences on the Web Note: You can only view the below conference schedule when you use the web invite and schedule conference feature. 1. Log in at 2. In the left navigation, click Invite & Schedule. 3. Under the Upcoming Conferences tab you can see a list of conferences scheduled by you. Note: You can only see conferences scheduled on the web under the Upcoming Conferences tab Citrix Online, LLC. All rights reserved. 14

19 View a Scheduled Conference on your Outlook When you schedule a conference from Outlook, you can see your conference as a meeting on your Outlook calendar. Start a Scheduled Conference Start a scheduled conference as a moderator. Participants who dial in to the conference are put on hold until the moderator starts the conference. 1. Using your phone, dial in using a toll or toll-free number available on the conference invite or on your moderator log in. 2. Once you are connected to the conference, you will be asked to enter the Conference Room number followed by the pound (#) key Citrix Online, LLC. All rights reserved. 15

20 3. To confirm you're the moderator, press the star (*) key. 4. Enter your Moderator PIN followed by the pound (#) key. This is a unique number given to a moderator along with their conference number. 5. If you have chosen to set a security code for all your conference calls, you will be prompted to enter a security code (up to 20 digits) followed by the pound (#) key. 6. Once you enter your security code, press 1 on your keypad to confirm. Your conference is now in session! Manage Conferences As a moderator, you can manage your conference by using the features described here. Lecture Mode The Lecture Mode feature mutes all participants in the conference except the moderator(s). Most conference sound disturbances are caused by multiple participants speaking or background noises that are introduced into the conference. The use of Lecture Mode can dramatically improve the sound quality of the conference by eliminating background noises You can enable this feature by pressing on your phone keypad: 1. Press once to put the conference in Lecture Mode but still allow participants to unmute themselves to speak. 2. Press a second time to put the conference in Lecture Mode and not allow participants to unmute themselves. 3. Press a third time to turn off Lecture Mode. Hand Raising The Hand Raising feature is enabled when a conference is in Lecture Mode. It alerts you that a muted participant would like to speak. Participants can activate Hand Raising by pressing on their telephone keypad. A yellow hand icon participant who would like to speak. appears on your Web Controls screen to alert you of the Multiple Moderators Multiple moderators can be logged into a single conference call. However, only one moderator PIN and conference room can be used to join a conference. Moderators who log in as participants are listed as moderators on a conference call Citrix Online, LLC. All rights reserved. 16

21 Recording a Conference Call Moderators can record up to 4 hours of any conference. These recordings are stored in an.mp3 format for up to 365 days or 12 months. You may download the recording on your computer to play it back or call a recording playback number to listen to the recording using your phone. To read more about recording a conference call, click here. Drop a Participant Click the Drop icon page. to dismiss or drop a participant from the conference from the Web Controls Lock a Conference To lock a conference call, click the Lock icon on the Web Controls page during a conference. Locking prevents any additional participants from joining the conference View Minute Usage (Moderator) The Minute Usage page for a moderator displays the summary of conferences conducted by the moderator for the past 1, 3 and/or 6 months. You can click a conference's name to see a list of the total minutes by conference and then view details of each conference broken down by the date of the conference. 1. Log in at with your moderator credentials. 2. In the left navigation, click Minute Usage. 3. Select the date range from the drop-down menu and click Show History to display usage data for the calls made from your moderator account. Note: You can sort all the column headers in the Usage Summary tab Citrix Online, LLC. All rights reserved. 17

22 4. You can customize the Toll and Toll Free columns (set to U.S. by default) to display usage data for different countries by clicking on the column header link. In the Customize Call Type window, select your desired column header and click Done Citrix Online, LLC. All rights reserved. 18

23 View Conference Call Information (Moderator) As a moderator, you can view conference-call information for specific conference calls. 1. Access the minute usage for all conference calls (see View Minute Usage). 2. Click a conference-call date to see a popup displaying the Date, HiDef Reference Number, Number of Callers, Calling Party, Call Type, Start Time, Total Minutes, and the Lobby used for the call. 3. You can download a report of the conference-call information by clicking the XLS export option ( ) and clicking Save Citrix Online, LLC. All rights reserved. 19

24 End a Conference Follow the steps below to end a conference. 1. You can end conference calls by doing either of the following: Disconnect: A conference call can be ended for all participants by disconnecting the call from their phone. Continue without moderator: A moderator can allow the participants to continue the call after they disconnect by setting their default Conference Preferences or pressing during the call. Note: To change Conference Preferences, log in at Select Preferences from the left-navigation, and then select the Conference Preferences tab to make the changes to your account. If you have set your preferences to subscribe to End of Conference system notification, you will receive a summary following a conference call showing the date, reference number, Conference Room number and call details (calling party, called number, billing type, start time, and total minutes) Citrix Online, LLC. All rights reserved. 20

25 Join Conferences Join a Conference Conference call invitees are sent an with the scheduled conference information along with the tollfree and toll based access numbers. Conference Invite When a moderator sends out a conference invite, you will receive an with the following information: Title: Subject for the conference call (1) When: Date and Time of the conference call (2) Where: The dial-in number along with the moderator's conference room number (3) Who: The moderator (4) Invitees: Conference participants (5) Going?: Accept (Yes) or Decline (No) or Tentative (Maybe) or Propose New Time (6) Conference Room: The moderator's conference room number (7) Toll and Toll-free Numbers: A list of toll and toll-free numbers that an invitee can use to connect to the conference call. (8) Phone Commands: Phone commands that a participant can use during the conference. (9) 2013 Citrix Online, LLC. All rights reserved. 21

26 Join a Conference as a Moderator 1. Using your phone, dial in using a toll or toll-free number available on the conference invite or on your moderator log in Citrix Online, LLC. All rights reserved. 22

27 2. Once you are connected to the conference, you will be asked to enter the Conference Room number followed by the pound (#) key. 3. Once you enter of the conference number, you will be asked to confirm if you're a moderator by pressing the star (*) key. 4. Enter your Moderator PIN followed by the pound (#) key. This is a unique number given to a moderator along with their conference number. 5. If you have chosen to set a security code for all your conference calls, you will be prompted to enter a security code (upto 20 digits) followed by the pound (#) key. 6. Once you enter your security code, press 1 on your keypad to confirm. You are in the conference now! Join a Conference as a Participant 1. Using your phone, dial in using a toll or toll-free number provided to you by the moderator in your conference invite Once you are connected to the conference, you will be asked to enter the Conference Room number followed by the pound (#) key. 3. Once you enter of the conference number, you will be asked to confirm if you're a moderator by pressing the star (*) key or to hold. Please Hold. 4. If your moderator has set a security code to your conference call, you will be asked to enter the security code to connect. Note: If the moderator is yet to arrive, early participants are put on hold after entering the conference room number. After the moderator enters and provides a security code, the participants on hold are prompted to enter the code to join the conference Congratulations, you are in the conference now! 2013 Citrix Online, LLC. All rights reserved. 23

28 Conference Features Web Controls When a conference call is in progress, the moderator sees the following Web Controls page: Use web controls as a moderator HiDef Corporate moderators can also manage conference calls by using web controls rather than the phone. To manage a conference call from the web, do the following: 1. Log in at 2. Select Web Controls in the left navigation. 3. Use the web controls as follows: Mute or unmute the participant's line. (a) Place the participant on hold or return the participant to the conference. (b) When the conference call is in Lecture Mode, the participant may raise a hand to ask to speak. Click the icon to unmute the participant's line. (c) Display the participant's telephone number. (d) Display the duration of the conference. (e) Dismiss or drop a participant from the conference. (f) Begin or stop recording the conference. (g) Mute all participants in the conference. (h) Unmute all participants in the conference. (i) Lock the conference to prevent others from joining. (j) 2013 Citrix Online, LLC. All rights reserved. 24

29 Note: The arrow is visible only on clicking under the column headings. Phone Commands Using a telephone keypad, the moderator and the participant can control aspects of the conference call. Using Phone Commands as a Moderator As a moderator, you can control muting sounds, locking, and recording during a conference call. These commands are summarized on the conference call confirmation sent to the moderator Citrix Online, LLC. All rights reserved. 25

30 Using Phone Commands as a Participant As a participant, you can control muting your line and raising you hand to speak. These commands are summarized on the conference invitation Citrix Online, LLC. All rights reserved. 26

31 Call Recording Moderators can record any conference using Web Controls and Phone Commands. A few notable features are as follows: Moderators can record any conference up to 4 hours before it disconnects. To continue recording, the moderator must drop off the conference and reconnect. HiDef Corporate generates a single recording file even if the moderator stops and restarts the recording multiple times during a conference. All recordings are created in MP3 format and can be stored up to 12 months. This MP3 file can be downloaded and stored on your computer too. There is no additional charge for this service. In the left navigation, click Recordings to view the list of recordings made by you.to view the recordings, log in with your moderator credentials. Remember that you will need to wait approximately 30 minutes after the close of your conference for the recording(s) to be visible. Longer recordings take additional time. If you have chosen to receive a Call Recording system notification, you will get an letting you know that your recording is available Citrix Online, LLC. All rights reserved. 27

33 Using Web Controls to Record a Conference 1. Log in at 2. Select Web Controls in the left navigation. 3. To begin recording, click the record button. 4. To stop recording, click the stop recording button. Using Phone Controls to Record a Conference 1. Connect to a conference call from your phone. 2. Using your phone's keypad, press and then to start recording. 3. To stop recording, press and then again. Download a Recording 1. Log in to your account at 2. Click on Recordings. 3. Right-click on the reference number link of the recording you want to download. 4. Save the recording to your computer. Play a recording on your Computer 1. Log in to your account at 2. Click on Recordings. 3.Click on the reference number link of the recording you want to play. 4. Save the recording to your computer and then play Citrix Online, LLC. All rights reserved. 29

34 Listen to a recording using a Phone Only a US number is provided for playback by phone, and long distance charges may apply through your local carrier for dialing a U.S. toll number. Once you call the appropriate number listed, please use the phone commands to navigate through the recorded conference Citrix Online, LLC. All rights reserved. 30

35 FAQs General FAQs Review frequently asked questions about HiDef Corporate. What is HiDef Corporate? HiDef Corporate is a reservation-less audio conferencing service, providing robust web-based account tools that allows user provisioning and audio meeting controls for corporate users to manage small and large audio conferences without operator assistance. What does reservation-less or ad-hoc conference calling mean? Reservation-less or ad-hoc conference calling means that you do not need to schedule or reserve bridge capacity for a meeting. Since HiDef Corporate is a reservation-less conferencing platform, as a meeting organizer you can plan and hold meetings on 24 hours a day, seven days a week, 365 days a year. Is there a time limit for how long a conference can be in session? No. However, please note that the individual maximum call duration is heavily dependent on the various telecommunications carriers that transport the call on your phone. This is especially true for international callers, as their calls may transit through various carriers before reaching the HiDef Corporate bridge. In general for US Toll calls, our carriers support at least a 6 hour call duration and for US Toll Free calls our carriers support calls at least a 9 hour duration. How many participants can I have on my meeting? The HiDef administrator can allow up to 125 individual callers or lines to join your meeting during account creation. Is there an operator assisted option available in the HiDef Solution? No. HiDef calls are reservation-less and do not require an operator. Where are my HiDef moderator notification s coming from? All your notification s like welcome s, preference updates, end of conference notices and end of recording notices come from the following ID - HiDef Corporate (DO.NOT.REPLY@citrixonline.com). How do I cancel my account? To cancel your account, please contact your account manager or global customer support for assistance at US Toll Free: , or for Non-US callers: Can I use my HiDef Corporate dial-in numbers with my GoToMeeting or GoToWebinar account? Yes. Follow the steps below, to do so: 1. Go to and log on to your GoToMeeting or GoToWebinar account. 2. Click on the Schedule a Webinar link. This will bring you to the Schedule a Webinar page. 3. Select the option Provide your own conference call number. 4. Enter your HiDef Corporate phone number(s) and conference number into the appropriate text box Citrix Online, LLC. All rights reserved. 31

36 How do I contact Global Customer Support? You may contact Global Customer Support at this address. Please be sure to have your , Conference ID and Moderator PIN available for the agent, if possible. Access Numbers FAQs Review frequently asked questions about Access Numbers. For which countries do you currently offer an international toll-free & local toll-based dial-in number service? See our list of international toll-free & toll based dial-in numbers here. Are new countries going to be added to the international toll and toll-free service? Based on customer requests, new country dial-in numbers are continually being added. If you have a specific country requirement that is not currently available, please contact your account manager. How do International toll free dial-in numbers work? The international toll-free access numbers are only available for a particular participant in a particular country. For example, only participants in Belgium should dial the Belgium international toll-free number. The tollfree international Belgium number(s) will not work for participants in other countries. How are international local toll dial-in numbers displayed and how should they be used? The international local toll access numbers should only be used for a participant in that particular country, who will not incur international long distance rates for calling the number. For example, only participants in Belgium should dial the Belgium international local toll number. The international local toll Belgium number will work for participants in other countries, but they will incur international long distance charges to his or her phone for a call to that country. To make things simple, we display the numbers with their country and city codes. Based on the city a participant is calling from, he or she may not need to dial the complete set of digits. The participant should check with his or her local phone carrier to see what is required to access the number. Where can I see the list of toll and toll free access numbers have been enabled for my conference room? As a moderator, you can view all the access numbers that have been entitled for your conference room by logging on to your HiDef Corporate account at and navigating the My Account web page. The phone numbers are split into 2 tabs - Toll-Free and Toll Citrix Online, LLC. All rights reserved. 32

37 If you are the administrator, you can view all the access numbers that have been entitled for your moderators by logging on to your administrator account at and navigating to the Access Numbers page. How do I enable more access numbers for new countries as an Administrator for a current user? To edit a current user's access numbers: 1. In the left navigation, click My Admin. 2. In the Groups section, click the Edit button next to the name of the user you would like to provision additional access numbers. 3. In the Edit User page, click the Add more Countries link to open the Access Number Provisioning window Citrix Online, LLC. All rights reserved. 33

38 4. Select the countries the user would like access numbers for, then click Done. What's the difference between using US Toll and Toll Free numbers for my meetings? Will I incur extra charges associated by using one or the other? As a customer you can negotiate a "per minute rate" that pays for toll and toll free usage. When participants dial into a meeting using a toll number they may also incur their own local/long-distance phone carrier costs. However, when participants dial into a meeting using a toll free number they will not incur long distance phone carrier costs, as those costs are charged to you Citrix Online, LLC. All rights reserved. 34

39 Call Recording Features FAQs Review frequently asked questions about Call Recording. Is there a separate charge for listening to recordings? No. However, only a US toll number is provided to playback recordings by phone. So, if you call from outside US, long distance charges may apply through your local carrier for dialing a US toll number. Alternatively, once the meeting has ended, a moderator can download the recording in a MP3 formatted file to their local PC and distribute it to the meeting participants. Is there a charge for storing the call recordings on the website? No. This service is not charged. In what format is the recording saved? The recording is saved in MP3 format and can be downloaded to your PC. For what length of time are call recordings stored online? The recording will be stored up to the maximum period of 365 days (12 months). What is the maximum length of a recorded call? The system can record up to 4 hours of a conference call, even if the recording isn't continuous. The moderator can stop/start a recording multiple times during a conference call during the 4 hour period and still generate one recording file. However, after that period, the recording can be immediately restarted for calls lasting longer than 4 hours. How long after a conference call is the recording file made available? Approximately 30 minutes after the close of a call the recording is available. However, longer recordings may take additional time. Can the moderator assign names or titles to call recordings through the moderator portal? Yes, each recording can have a contextual name assigned to it. How do I download a recorded conference? As a moderator, you will find all your recorded conferences stored in the Recordings page Citrix Online, LLC. All rights reserved. 35

40 Click a conference under Recordings tab to listen to its recording on the web. To listen by phone, please call the appropriate number listed under the Recordings Playback Numbers tab. Note: Only a US toll number is provided to playback recordings by phone for now. If you call from outside the US, long distance charges may apply through your local carrier for dialing a US toll number Citrix Online, LLC. All rights reserved. 36

41 Meeting Controls Features FAQs Review frequently asked questions about managing your meeting. What are Web Controls? Web Controls allow the moderators (host) to manage the conference online. Moderators can view conference participants, mute and unmute participants and control other aspects of the conference. What are Phone Commands? Moderator phone commands are telephone/dial-pad control functions that allow them to manage the conference. The phone commands are: Moderator Commands Obtain a list of commands. Details Mute or unmute your own line. Hear the number of attendees. Lock or unlock the conference so that additional attendees may not join. Start or stop the conference recording. Mute or unmute all lines except for the host's and enable hand-raising. Pressing the first time puts the conference in lecture mode but participants can still unmute themselves. Pressing the second time puts the conference in lecture mode and participants cannot unmute themselves. Pressing the third time turns off Lecture Mode. Entry/Exit beeps on or off. Allow conference to continue after the moderator hangs up. Roll call of participants (if enabled) Also, you can view a complete list of phone commands and web button controls by logging into with your moderator login credentials. If I am a participant in a conference, how do I manage my phone line? Participant Details Commands Receive a list of commands. Mute or unmute your participant line Citrix Online, LLC. All rights reserved. 37

42 Participant Commands Details Hear the number of attendees. Raise your hand to ask a question (in lecture mode). Moderator Features FAQs Review frequently asked questions about the Moderator Portal. Do I have to be logged on to the website to schedule, conduct or control a call? No. The moderator for a conference room does not have to log into the website to schedule, conduct or control a conference call. HiDef Corporate is a reservation-less conferencing service which provides each moderator with a fixed set of access numbers, a conference room and a moderator PIN for use at any time. The moderator can choose to manage a call by using phone commands or web controls. However, there are benefits to using the moderator web portal. These include - web controls for audio, hand-raising, usage reporting and web based scheduling to enhance the meeting management experience. Can the moderator create a security PIN per meeting? Yes. Moderators can enable the security PIN feature clicking Yes to "Implement a per session security code set by the host" option. You can see the Conference Preferences tab in the Preferences page when you login as a moderator. Moderators must determine the security PIN number (up to 20 digits) and notify the meeting participants ahead of the call. Participants will be prompted for the security PIN when they dial in to join the meeting. Ideally, it is best for the moderator to join the conference ahead of his or her attendees to allow the system to enable the security PIN, ensuring that participants can immediately join the conference on entering their security PIN. If the moderator joins the conference late, early participants will be put on hold after entering the conference room number. On moderator login, the system will prompt waiting participants for the security PIN and if correct, connect them to the conference. Can calls have an internal charge code assigned to them? 2013 Citrix Online, LLC. All rights reserved. 38

43 Yes. This preference feature can be enabled by your account manager. The charge code feature allows the moderator to input a number prior to the start of a meeting. This number will then appear at the end of billing cycle for those meetings associated with it. The charge code feature allows companies to use and sort the billing data for chargeback purposes. Is there a visual indicator on the web controls page that alerts the moderator which particular line or attendee is making noise? No. Is there a roll call feature? Yes. The Moderator can enable the Roll Call option in the Conference Preferences tab in the Preferences page when you login as a moderator. The moderator can hear a playback of all participants in attendance on a conference call by pressing the phone command #3. Is there a charge code feature? Yes, there is a charge code feature available. If the charge code feature is switched on, participants who join the conference will be prompted to enter a charge code to join the conference. To turn on the charge code feature: 1. Log in as a moderator at HiDef Corporate. 2. In the left navigation menu, click Preferences. 3. In the Conference Preferences tab, select Yes to "Enable Charge Code Capture". 4. Click Save apply your changes. Note: If you enable the charge code feature, then the "If participants call in before you, have them:" option will be disabled and the value will be set to "Wait on hold." 2013 Citrix Online, LLC. All rights reserved. 39

44 Can there be multiple moderators on a call? Yes, multiple moderators can be logged into one conference call. However, only one moderator PIN and conference room can be used to join a conference. Note: When multiple moderators connect to the meeting with the moderator conference room and PIN, those users will all appear on the online participant list as a moderator. What is Lecture Mode conferencing? The Lecture Mode feature mutes all participants on the conference except the moderator(s). Most conference sound disturbances are caused by multiple participants speaking simultaneously or background noises in the conference. By using Lecture Mode, all participants except the host or moderator are muted, thus improving the sound quality of the conference. The moderator can enable this feature by pressing *8 on his or her phone keypad: Pressing the first time puts the conference in lecture mode but participants can still unmute themselves to speak. Pressing the second time puts the conference in lecture mode and participants can not unmute them selves. Pressing the third time turns off Lecture Mode. What is Hand-Raising? Hand-Raising is a feature enabled when the conference is in Lecture Mode that alerts the host that a muted participant has a question and would like to speak. The participant activates Hand Raising by pressing *9 on his or her telephone keypad. A yellow hand icon will appear on the moderator's webcontrols screen to alert him or her of the participant who would like to speak. What is the refresh rate on the web controls page? The web controls page refreshes approximately every 10 seconds. I forgot my password. How do I retrieve my password? To retrieve your password: 1.Go to the Forgot Password? page 2. Enter the username you use to log in to your account. Typically, the user name is your address. 3. Click Submit to receive a password reminder. Outlook Plug-in and Scheduling FAQs Review frequently asked questions about the HiDef Outlook Plugin. Where can I find the Outlook plug-in? You can download the latest HiDef Corporate Outlook Plugin here. HiDef Corporate currently supports Outlook 2003, Outlook 2007 and Outlook 2010 versions. Are there any other plug-ins supported? 2013 Citrix Online, LLC. All rights reserved. 40

45 No. Currently, HiDef Corporate only supports Microsoft Outlook. If you have another platform support request, please Does HiDef Corporate synchronize meetings scheduled using the outlook plug-in with those created using the web scheduler? No. Currently, we do not synchronize meetings scheduled using the outlook calendar with those created via the web scheduler on Pricing and Billing FAQs Review frequently asked questions about Pricing and Billing. How can I tell how many toll-free minutes I have used for my meeting? The moderator will receive a post call report at the end of every conference that details the number of minutes used by call type (i.e. "US Toll Free" ) during the audio conference. This is sent to the moderator at the end of a conference or when all participants disconnect the call. In addition, the moderator can find the same information online via the moderator portal by navigating to the My Conferences Minute Usage - Usage History page. Note: You can sort all the column headers in the Usage Summary tab. What is the pricing model for corporate accounts? Pricing for US/Canada toll and toll-free is based on a per minute rate. The actual rate is negotiated with a sales representative and is calculated based on the customer's estimated monthly usage. International toll and toll-free pricing is set at standard per minute rates. What type of usage data can the moderator see? The moderator web portal provides usage summary information for his or her conference room only. By navigating to the My Conferences Minute Usage - Usage History page, the moderator can see a breakdown of usage information per meeting for the past 1 month/ 3 months or 6 months. How often are usage reports made available online? 2013 Citrix Online, LLC. All rights reserved. 41

46 Usage reports are available 24/7 online. However, usage for a specific conference is reflected on the report within minutes upon the conclusion of the specific meeting. Additionally, usage reports are available for the past 1, 3 and 6 months from the current date. I see lobby minutes on my usage report. What is a lobby minute? Lobby minute is the time spent when a participant has dialed in for a conference and disconnected before the conference begins (typically because the participant has dialed in too early, or has the wrong time, etc.). The time accumulated in these instances is considered as lobby minutes. Lobby minutes are charged at you're negotiated per minute rate. HiDef Outlook Plug-in Help Below are troubleshooting solutions for common problems with the HiDef Outlook Plug-in. Issue 1 Invalid Login and Conference Numbers If you have not entered in your credentials correctly (see Integrate HiDef Corporate with Outlook) and then click the Schedule HiDef Conference button, you will see the following error: Solution: Follow the steps in Integrate HiDef Corporate with Outlook and verify that your credentials are correct. Issue 2 Microsoft Outlook Is Not Found While installing the HiDef Corporate Outlook Plug-in, you may see either of the following messages: 2013 Citrix Online, LLC. All rights reserved. 42

47 This means that the installer is unable to find the correct information to verify your Microsoft Office installation. Solution: Reinstall Microsoft Office. If the issue persists, try reformatting your system. Issue 3 Failed Version Retrieval If you have not configured the HiDef Outlook Plug-in with the correct proxy settings, you may see this message: Solution: Follow the steps in Integrate HiDef Corporate with Outlook and verify that your credentials are correct Citrix Online, LLC. All rights reserved. 43

48 Technical Help Review solutions to frequently asked technical troubleshooting questions. Why do I keep hearing an echo on my conference call? Echo on the conference can be caused by several reasons. Some of the reasons are use of cell phone or speaker phones. There are two ways to determine whose line could be causing this issue: Note: You can determine the reason for the echo only when the conference is up and user is experiencing echo issue. Using web portal 1. Log in to as a Moderator. 2. Once logged on, go to the Web Controls page. 3. The moderator will see a list of each participant on the conference. 4. Press Mute All button to mute all participants. 5. Start unmuting one participant at a time and have conversation every a participant is unmuted. 6. If moderator or participant hears an echo or sound quality problem on that line, then that is the line causing the problem. 7. The moderator can ask the participant to mute his or her line (by pressing *2) so that the echo is not experienced during the conference, or to disconnect and reconnect for better line quality. Using phone commands 1. The moderator puts the conference in Mute All status by pressing *8 on his or her phone keypad. This will put the conference in All participants are muted but each participant may unmute him-orherself mode. 2. Start asking each participant to unmute themselves by pressing *2 Note: The moderator will need to decide in which order the participants will be unmuted. 3. If the moderator or participant hears an echo or sound quality problem on that line, then that is the line causing the problem. 4. Have conversation each time a participant is muted. 5. The moderator can ask the participant to mute his or her line (by pressing *2) so that the echo is not experienced, or to disconnect and reconnect for better line quality during the conference. Can I prevent people with bad phone connections from joining the call? No, the best option is to put the conference in lecture mode or have the participants mute themselves until they need to speak Citrix Online, LLC. All rights reserved. 44