Operator Assisted Conference Call Instructions

Transcription

1 Operator Assisted Conference Call Instructions There are 3 types of callers in this conference call; the operator, the host, and the members; each having a unique ID number. Operator: Only one operator is permitted per conference call. It is suggested that the operator dial in before anyone else, including host(s). The operator will be un-muted and will hear silence when they initially dial in. The operator will be able to talk to the host(s) as they enter, but the members will not be able to hear the conversation. The operator will hear a beep as each host enters the call. All call functions are controlled by the operator. Host: A maximum of 50 hosts are permitted per conference call. Each host will be un-muted and will be able to converse with the other hosts and the operator when they initially dial in, members will not be able to hear these conversations. The hosts and the operator will hear a beep as each subsequent host enters the conference call. Hosts have no control over the functions of the call. Members: A maximum of 300 members are permitted per conference call. If the conference has not started yet, each member will hear music-on-hold when they initially dial in otherwise they will be placed directly into the conference. When permitted by the operator, each member may press any key to ask a question of the hosts. The members will be queued and handled in a first come first served order.

2 Operator Controls 1 Toggles Mute and Un-Mute Initially the operator is permitted to talk to the hosts. During the actual conference the operator should Mute himself using this key. If there is a need to speak to the hosts, this key will also Un-Mute the operator. 2 Not Used 3 Volume Control If members report a problem hearing the hosts talking, use this key to raise the volume of the hosts from the members perspective. 4 Pull member from the Queue Operator: Be sure to un-mute yourself first. When a member is in the queue waiting to ask a question, pressing this key will put the member and the operator into a private conversation. Neither the hosts nor the other members can hear them. 5 Put member into conference To enable the member to ask their question, use this key. Both the member and the operator (provided the operator is un-muted with key 1) will now be able to talk to the hosts. All other members will be able to hear that conversation. 6 Remove member from conference When the member is finished talking to the hosts, use this key to place them back with the other members. This can also be used to prevent a member from asking a question after using the 4 key and determining the question unfit for this conference. 7 Starts and stops recording The entire conference will be recorded and available from the web site in.wav format. To go off-the-record, press this key again to pause the recording. Another press will start recording again. 8 Talk to members/ MOH to members This key enables the operator and hosts to speak to the members. This is usually used prior to the start of the conference to inform the members of the status. Another press returns the Music-On-Hold to the member. You will hear 2 beeps indicating that the members are hearing music, 1 beep indicates the members can hear you talking. 9 Open and Close the queue The queue is a mechanism whereby the members can ask questions of the hosts in an orderly fashion. The operator uses

3 this key to Open the Queue enabling members to begin getting in line. Once all questions have been answered, this key can be used to Close the queue. * Begin the conference When all hosts have arrived and are ready to begin, this key will start the conference. The members can now hear the hosts and the operator. Normally, the operator will announce the beginning of the call, and then uses the 1 key to mute himself. # Announce number of callers Announces the total number of callers on this conference, including all members, hosts, and the operator. A few tips to help you remember: The top row of keys (1, 2, 3) all control some function related to the voice of the operator and/or hosts. o 1 Operator Mute/Un-Mute o 2 - Not used o 3 Hosts volume control The second row of keys (4, 5, 6) all control the functions used to manipulate the question queue. o 4 Get next member from the queue o 5 Allow member to ask their question o 6 Put member back with other members The third row of keys (7,8,9) are all start/stop or on/off or open/close functions o 7 - Start/Stop recording o 8 Talk to or play music to the members o 9 Open/Close the question queue The fourth row of keys (*, 0, #) are special function keys o * - Start the conference o 0 Not Used o # - Number of callers

4 Typical Call Scenario 1. The operator calls in. He hears silence because no one else has dialed in yet. 2. Members start calling in. They all hear music on hold. 3. After a few minutes, the operator presses # and hears that there are 40 members already dialed in. The operator presses 8 and announces to the members that the conference will begin shortly. The operator then presses 8 again and the music is returned to the members. 4. The host dials in. The operator hears a beep. They converse a couple of minutes while waiting for host number 2 to join. The operator presses # again only to find out that there are now 75 members waiting. The operator advises the host to remain silent while he makes an announcement to the members. He presses 8, tells the members that it ll be just a few more minutes, then presses 8 again to return the music. 5. The second host dials in. The hosts and the operator agree they are ready to begin. The operator presses * to begin the conference. The operator and the hosts will hear a single beep indicating it s time to start talking. The members can now hear both the hosts and the operator. The operator introduces the hosts then presses 1 to mute him self. 6. As the call progresses the hosts announce that they will open the floor for questions. The operator presses 1 to un-mute himself and announces to every one that they should press any key on their touch-tone keypad if they have a question to ask. The operator presses 1 again to be muted, then presses 9 to open the question queue. 7. Several members have questions and press touch-tones to get into the queue. They are advised by the system that their question will be handled in the order that they were received. They are then placed back into the conference so that they may listen to the other questions and answers. 8. The operator should unmute themselves at this point. Then, the operator periodically presses the 4 key to pull the members from the question queue. If there is no one in the queue, the operator is advised of this. The operator continues to press the 4 key at regular intervals, 5 or 10 seconds is recommended. 9. A press of the 4 key connects the operator directly to the next member in the queue. A quick what s your name, what s your question session and the operator is satisfied that the member has a legitimate question. The operator presses 5. This enables both the operator and the member to speak with the hosts. All other members can hear this conversation. The operator introduces the member, waits for the member to ask their question, and then presses 6 to put the member back with the other members. The operator can not speak to the hosts at this point. 10. The hosts answer that member s question and ask for the next question. The operator presses 4 again to get the next caller in the queue. A quick conversation reveals that this member s intention is to disrupt the conference call, so the operator presses 6 to put the member back with the other members, denying that member the opportunity to address the hosts. 11. Steps 7, 8, 9, 10 continue until there are no more questions. The operator then presses 9 to close the question queue. 12. The operator presses 1 to un-mute himself and announces to all the members that this is the conclusion of the conference call. 13. Every one hangs up. If recording was started, it is automatically stopped.

5 Sample Scripts 1. At the start of Q&A: If you have a question to ask, press any key on your phone to enter the question queue. I ll ask your name and question so I may introduce you to the participants. 2. After pressing 4: This is the operator, your name and question please. a. If they don t speak clearly or are hard to understand, tell them please state your name and question when it s appropriate. 3. After pressing 5: There are x people ready to ask questions, here s <INSERT NAME> to ask their question