W AVECOM SOLUTIONS CONFERENCE CENTER USER GUIDE Conference Center User Guide Conference Center User Guide
WAVECOM SOLUTIONS Conference Center User Guide Version 1.13a September 26, 2011 Wavecom Solutions 1132 Bishop Street Suite 800 Honolulu, HI 96813 Telephone (808) 791-1000 Fax (808) 791-3119 Internet http://www.wavecomsolutions.com Copyright 2007-2010 Wavecom Solutions All Rights Reserved 1
Table of Contents INTRODUCTION AND NOTICES...3 GETTING STARTED...3 About This Manual...3 PRODUCT OVERVIEW...3 Service Packages...3 CONFERENCE CALL QUICK START...4 CONFERENCE CENTER WEB LOGIN:...4 CONFERENCE CALL SETUP AND TELEPHONE USER INTERFACE...5 MODERATOR AND PARTICIPANT CODES...5 Obtaining your Moderator and/or Participant Code...5 For your reference...5 MODERATOR LOGIN PROCESS...6 Ending a Conference Call... 6 PARTICIPANT LOGIN PROCESS...6 Ending a Conference Call... 7 CONFERENCE TELEPHONE USER INTERFACE...7 Function Codes...7 CONFERENCE CENTER WEB INTERFACE...8 WEB LOGIN...8 System Requirements...8 Login...8 CURRENT CALL...10 Drop Participant...11 Color Status...12 Lock Conference...12 Record Conference...13 Alerting the Moderator...14 DIRECTORY...15 HISTORY...16 RECORDINGS...17 OPTIONS...18 Member Notification...19 Use On-Hold Music...19 Custom Music on Hold... 19 Uploading On-Hold Music... 19 Generating a New Participant Code...20 USER GUIDE...21 LOG OFF...21 CUSTOMER SUPPORT...22 TROUBLESHOOTING...22 FAQ...23 CUSTOMER SERVICE CONTACT INFORMATION...23 CHANGELOG...24 2
Chapter 1 Introduction and Notices The document outlines usage of the Wavecom Solutions Conference Center to establish conference calls. Getting Started About This Manual Chapter 1, Introduction. This section provides basic product information and a quick start reference. Chapter 2, Conference Call Setup and Telephone User Interface. This section details the different functions and options available for controlling a conference call over the phone Chapter 3, Conference Center Web Interface. This section details the different functions and options available for controlling a conference call using your web browser. Chapter 4, Customer Support. This section provides some basic troubleshooting information and Customer Support contact information should you require additional assistance. Product Overview The Conference Center system is a conference calling / conference bridge service with an unlimited number of minutes each month that allows you to have multiple users connected to the same call by dialing in to one of the conference access numbers and entering in a pre-assigned moderator or participant code. Each conference calling package is assigned one moderator and one participant code. Only one user may login as the moderator at any given time. Multiple callers may login with the same participant code. The maximum number of participants on a call is based upon the service package which you purchase. Service Packages Package Monthly Description Price 5 $24.95 Allows up to 5 participants including the moderator to join a call. 3
10 $34.95 Allows up to 10 participants including the moderator to join a call. 20 $64.95 Allows up to 20 participants including the moderator to join a call. For information regarding other packages or additional Conference Center services please contact your Wavecom Solutions Sales Associate or call (808) 791-3000 Conference Call Quick Start You can dial-in from any island using the appropriate local access numbers for each island listed below: Kauai (808) 240-2002 Maui (808) 270-2002 Lanai (808) 568-2002 Molokai (808) 660-2002 Oahu (808) 792-2002 Hawaii (808) 930-2002 To access the Conference Center dial the appropriate access number for the island you are on. At the prompt, enter your assigned moderator or participant code and follow the instructions to login to a conference call. Only one caller may be logged in as the Moderator at any time. The participant code may be used by all other callers. The conference call will not start until the moderator joins. Participants may join a conference call prior to a moderator but the participants will not be connected until the moderator joins the call. A call is ended once the moderator disconnects. Conference Center Web Login: The Conference Center Web-based Graphical User Interface can be accessed online at https://conference.wavecomsolutions.com/. To access the web interface you will need both the participant and moderator codes. The web-based user interface allows you to manage conference functions online such as muting or dropping participants, recording a conference or managing the on-hold music that is played to users before a conference call starts. Please see the System Requirements section in Chapter 3: Conference Center Web Interface, below to ensure your computer has a compatible web browser and the necessary plug-in software to take full advantage of the Conference Center web interface. 4
Chapter 2 Conference Call Setup and Telephone User Interface This chapter will discuss how to setup, moderate and participate in a conference call Moderator and Participant Codes To establish a conference call you need both a moderator and participant code. Either a participant or a moderator may login first. A moderator login is required to join all participants into a conference call. Participant and moderator codes work in pairs. Only one participant code may be paired with single moderator code at any time. Only one attendee may login as the moderator to any single conference call. All other attendees must login using the shared participant code. The same moderator code cannot be used for multiple simultaneous conference calls. While the moderator code cannot change, the participant code can change. A person who has both the moderator and participant codes can login to the Conference Center web interface to modify settings and to request a new participant code at any time. If a new participant code is generated, the previous participant code will become invalid. Obtaining your Moderator and/or Participant Code Once a Conference Center package is ordered, Wavecom Solutions will provide your moderator and participant code via email. Please note that because the participant code may be changed, Wavecom Solutions will only be able to provide the original participant and moderator codes. If you lose or forget your participant or moderator code please contact Wavecom Solutions Customer Support for assistance. For your reference Your Moderator Code: Your Participant Code: 5
Moderator Login Process You can dial-in from any island using the appropriate remote access numbers listed below: Kauai (808) 240-2002 Maui (808) 270-2002 Lanai (808) 568-2002 Molokai (808) 660-2002 Oahu (808) 792-2002 Hawaii (808) 930-2002 1. When you dial the number to join a call you are prompted for your moderator or participant code. Enter your moderator code and press #. 2. If you enter a valid code you are prompted to enter your billing number. Press # to skip this. The billing number is only used when per-minute billing is defined for your moderator code. The billing number will be ignored for unlimited conference calling plans. 3. You are then prompted to say your name. Record your name so that it will be announced to any currently connected participants. 4. If you login before any other attendee has joined the call, the system will proceed to play a looped music track. This will continue until a participant(s) joins. If participants have logged in before you, your name will be announced to participants and the conference call will begin. In order to start a conference call, a moderator must be logged in to bridge all the attendees together. Participants may log in before the moderator in which case they are all placed on hold until a moderator logs in to connect all parties to the call. While multiple participants may log in to a call using the same code, only one caller can log in with the same moderator code during any single conference call. Ending a Conference Call The conference call ends when the moderator hangs up and/or is disconnected. If there are other participants on a call when a moderator goes on hook then all participants are dropped from the call. Participant Login Process You can dial-in from any island using the appropriate remote access numbers listed below: Kauai (808) 240-2002 Maui (808) 270-2002 Lanai (808) 568-2002 Molokai (808) 660-2002 Oahu (808) 792-2002 Hawaii (808) 930-2002 When you dial the number to join a call you are prompted for your moderator or participant code. Enter your participant code and press #. If you enter a valid code you are prompted to say your name. Record your name so that it will be announced to any currently connected attendees. If you login before a 6
moderator has joined the call, the system will proceed to play a looped music track. This will continue until the moderator joins the call, at which point the conference call will begin. Ending a Conference Call The conference call ends when the moderator hangs up. If there are participants on a call when a moderator disconnects, the Conference Center system will play a short message saying that the call is ending and then all participants are dropped from the call. You can leave a call at any time by hanging up. If you drop off a conference call you can rejoin at any time provided that call has not been locked or ended by the moderator. Conference Telephone User Interface The conference telephone user interface can be used to control different features and functions of a conference while you are on a call. This uses the telephone itself to control features. Many functions are limited to the moderator to be able to control the call. Function Codes Code Description * 1 (Moderator Only) This option will allow the user to make an outbound call; the moderator will exit the conference during this operation. To cancel this operation press * *. This function is not supported at this time. * 2 Mute/Unmute. This can be done by either the moderator or the individual participants to mute their own microphone. Moderators cannot use this function to mute all participants. Individual participants must mute their own side of the conference call. * 3 (Moderator Only) Lock/Unlock the conference. This function will prevent (lock) or allow (unlock) new participants from joining the conference call. * 4 (Moderator Only) Roll Call. This function will play back the recorded names of all participants on a conference call. * 5 Moderator Only) Reports the number of attendees. * 6 (Moderator Only) Enable or Disable Attendee Announcements. * 7 (Moderator Only) Reports the name of the last attendee to join. * 8 (Moderator Only) Start/Stop recording the conference. You may download conference recordings at the Conference Center website at https://conference.wavecomsolutions.com/ * 9 (Participant Only) Alert the conference moderator. The moderator must be logged into the conference server web interface to see these alerts (Moderator Only) Mute / Un-mute participants 7
Chapter 3 Conference Center Web Interface This section will describe how a moderator may use the Web Interface to control, record and track calls Web Login System Requirements Logging in to the Conference Center online requires both a compatible web browser and a compatible Adobe Flash Plug-in. Adobe Flash version 9.0.28.0 or later is required for complete functionality. To download and install the latest Adobe Flash Plug-in, please visit: http://www.adobe.com/products/flashplayer/ Your Adobe Flash Plug-in version can be checked by opening a web browser and going to: http://kb.adobe.com/selfservice/viewcontent.do?externalid=tn_15507 The following browsers are supported: Microsoft Internet Explorer for Windows version 6 or later Microsoft Internet Explorer for Windows version 7 or later Mozilla FireFox 2.0 Opera for Windows version 9 or later Login URL: https://conference.wavecomsolutions.com/login.php You will need both your Moderator and Participant codes to login. 8
Figure 1 Login If you enter the wrong participant or moderator code the system will reply with an error message that says you have provided invalid credentials. Please note that BOTH the participant AND moderator codes are required to access the website. The participant code is entered first and will appear in clear text. The moderator code is displayed as asterisks (*) for security reasons. Figure 2 - Wrong Login 9
Once you login to the Conference Center site you will see the Conference Center home page. On the left is the control panel and in the main section of the screen it will display the current conference call and the numbers of all people currently on the call including the moderator.. If there is no conference call currently ongoing, a message is displayed saying there is no current call. Figure 3 Conference Center Home Current Call The list of participants in a call is updated automatically as participants join or leave the call. You do not have to refresh the screen when a caller joins or leaves. The caller ID of the person logged in as the Moderator will always be shown in the upper left hand corer of the Current Call screen. When a caller is speaking his or her icon will change color to green. 10
Figure 4 Current Call If you click on a caller you can tag his phone number with a name, adjust microphone sensitivity for caller, mute that caller or drop that caller. Tagging a user will also add the caller to your directory. Figure 5 - Label, Mute or Drop a participant When a caller leaves the call his icon will flash red then it will disappear. Drop Participant When you click the Drop button for a participant a confirmation message will appear. Click Yes to drop the participant or Cancel to let the participant remain. Dropping a participant does not prevent them from rejoining the conference with a correct participant code. Please also note that if you Drop the moderator from the call your conference call will be terminated. 11
Figure 6 - Drop participant confirmation Color Status From the above sections you can see that the color of the icon determines the status of the user. The following status colors are used: Color Green Yellow Gray Red Blue Status Description Attendee is talking or there is a noise on the line Attendee is muted Attendee is idle (flashing) Participant is leaving the conference A blue exclamation point over the attendee s icon signifies that the attendee is attempting to alert the moderator. Lock Conference If you click on the Lock button you will prevent new callers from joining the conference call. When the conference is locked, the Lock button will begin to slowly flicker and will have a green colored border around it. When you lock or unlock a conference a recorded message will play in the conference to inform all current participants that the call is locked. You are still allowed to record a locked conference. 12
Figure 7 - Lock Conference When a conference is locked, the Lock button will have a green border. Record Conference To record the current conference call, click the Record button. When the conference is being recorded, the Record button will begin to slowly flicker and will have a green colored border around it. When you start or stop the recording, a message will notify all current parties that the call is being recorded. You can start and stop recording at any point during a conference call. If you stop and restart the recording, this will create a new recording and will NOT append to the existing recording for the current conference call. Recording is automatically stopped when a conference call ends. Figure 8 - Record Conference When a recording is active the Record button will have a green border 13
Figure 9 - Recording active (currently recording call) To retrieve your conference recordings, see the section on Recordings in this chapter. Please note that based upon the package you have, you are limited in the number of duration of the recordings which you can store. The recordings may be downloaded and stored on your local computer for future use if required. Figure 10 - Cannot record any more conferences because the limit has been reached Alerting the Moderator During a conference call a user may press *9 to alert the moderator. This may be useful if you mute the other participants in the call but would like to be notified when a caller has a question. Notifications are only available via the Web Interface. When a participant alerts the moderator, a blue exclamation point is shown on the participant s icon as in the figure below. 14
Figure 11 Caller is attempting to notify the moderator for assistance (dial *9 to alert the Moderator) When a participant alerts a moderator, a recording is played back to that participant only. To clear the notification icon, click the exclamation point on the participant s icon. Directory Your directory allows you to associate known callers to their telephone numbers. While you cannot dial these callers from the Directory, when one of these contacts calls in to the conference call, the name associated with their caller ID number will appear below their number in your Current Call. If you add a name to a number in the current call, it adds that association to your Directory. 15
Figure 12 Directory History Your History displays the date, time, duration and maximum number of simultaneous participants of your previous conference calls. The number of maximum attendees includes the moderator. 16
Figure 13 History Recordings To retrieve your conference center recordings, click on the Recordings button from the control panel menu at the left hand side of the screen. You will be shown a list of the recordings associated with your account. You can download those recordings or delete them. Figure 14 Recordings Recordings are stored in the Conference Center System as standard.wav audio files. Depending on the settings of your web browser clicking the Download button may prompt you to download the file or it may begin to play automatically in your browser. Recordings saved on the Conference Center system 17
cannot be renamed on the Conference System. However, you can download the audio file for the recording and rename that file on your local computer. You can also elect to delete the recordings that you currently have. If you elect to delete a recording, the system will prompt you to confirm the deletion. Deleted recordings cannot be recovered so be careful about what recordings you delete. Recordings are stored on the Conference Center until they are deleted. Once all available free space is used, the system will prevent you from storing additional recordings; it will NOT automatically delete the oldest recordings. Normal Conference Center accounts can store up to a total of ninety (90) minutes of recordings. If you require longer recording times, please contact your Wavecom Solutions Sales Associate or our Customer Service department at (808) 791-3000. Figure 15 - Download recording Recordings will be downloaded to your computer as.wav wave audio files and download times will vary depending upon your current Internet connection speed. Options Under the Options section you can set options for notification and music on hold. 18
Figure 16 Options Changes to any option done via the web browser will take effect immediately. Member Notification Member notification is enabled (on) by default. If it is turned off, the system will not announce when an attendee joins or leaves the call. It will not prompt the participant for their name and you will receive only a short nonfiction beep when a new attendee joins. No notification is played when an attendee leaves the call or when any other function is invoked, such as locking or recording the conference call. To modify this setting, select either on or off and click the Save Options button. Use On-Hold Music Your Conference Center account includes a music-on-hold service which includes a default music recoding. If the Use on-hold Music setting is turned on callers who are placed on hold (such as participants who join a conference before a moderator) will hear the on hold music resource. This may be the default music resource provided by Wavecom Solutions or it may be a custom audio file that you upload. To change this setting, select either on or off and click the Save Options button. Custom Music on Hold You can enable custom on-hold music when you upload your own music file. If this setting is enabled, the system will play your uploaded file instead of the default audio. You can only have one music-on-hold resource at any time. If you upload a new file, it will overwrite the existing music recording. Uploading On-Hold Music You can upload your own music from a local audio file. Both WAV and MP3 files are supported. You may load an audio file up to 5 Mb in size. Wavecom Solutions provides a free audio recording for music on hold. Licensing for any other recording is the responsibility of the customer and Wavecom Solutions assumes no liability for music resources uploaded by any customer. On-hold music is played in a loop. 19
To upload your own audio file, click on the Browse button and select the music file to upload. Click the Save Options button to begin uploading the file. When the file upload is complete you will have the ability to download or remove the audio file. If the file is removed, the system will return to the default music on hold recording. Figure 17 - Upload Audio File Both MP3 and WAV audio files are permitted. Once you have uploaded your music file you can select the option to enable on-hold music and you can download or remove the current on-hold music file. If you remove your custom on-hold music file the system will return to playing the default audio loop provided by Wavecom Solutions Music on hold is played to all participants who join a call before the moderator until moderator joins and the conference call begins. Generating a New Participant Code In between calls is may be necessary to change the participant codes to prevent unauthorized attendees from a previous call from joining in. In order to accomplish this, the Conference Center allows you to generate a new participant code at any time. The moderator code CANNOT be changed. If either the participant code or moderator code are lost, please contact Wavecom Solutions Customer Support to request that a new set of codes be generated. If this occurs you will lose previous recordings, call history, and directory entries because these are associated with your moderator code. In order to change your participant code, click on the Generate New Participant Code button at the bottom of the Options page. Please note that if you generate a new participant code the previous code becomes invalid. If the button is clicked the system will confirm that you want to change your participant code. Click OK to proceed and your new participant code will be created. 20
Figure 18 - Generate a New Participant Code When a new participant code is generated the system will generate a new random six digit number that will be displayed on your screen as your Current Participant Code. Please keep track of this code as it will be required to login to the Conference Center and any conference calls. If you generate a new participant code while on a conference call it will NOT disconnect current attendees. The new participant code will be required of any new callers. User Guide Clicking the option for the User Guide from the control panel menu at the left will display the most recent version of this User Guide document in PDF format. Log Off If you click Log Off the system will return you to the login page. As a security precaution if you are logged into the Conference Center web interface for a long period of time with no activity, the system will automatically log you off. If this happens you will be redirected to the login page and you will have to provide your credentials (moderator and participant code) again. 21
Chapter 4 Customer Support This section provides information to troubleshoot your Conference Center calls and contact Customer Service if further assistance is needed Troubleshooting Issue When I try to join the conference as Moderator the following message is played: Sorry. Conference is already started. I cannot join a call Resolution Another caller is logged in using that Moderator code. Please make sure you are using the correct moderator code and verify that another user is not currently using that code. Please make sure that the participant and/or moderator code you are using to join the call is correct. If a moderator has locked the call no additional participants will be allowed to join until the call is unlocked by the moderator. When I try to login the following message is played: I m sorry that conference code is not scheduled for this time. It s difficult to hear the call because of background noise or static I have the correct participant and moderator codes but not all participants can join the conference call. The most likely cause is that you have incorrectly entered either the moderator or participant code. Please verify the code you are using to join the conference is correct. The most likely cause of this, particularly if you have many participants on a call, is background noise. Have all of the participants mute their side of the conference call by pressing *2 on their handsets or you can mute all callers by logging into the Web Interface as the moderator and muting participants. Your Conference Center account is based upon a maximum number of simultaneous callers. This is defined by the conference package which you have purchased. If you have purchased a 10 participant package, any additional participants who try to login after 10 participants are on a call will hear an announcement. 22
FAQ 1. What is the maximum number of participants in a call? a. The conferencing system will limit the number of participants depending upon the service package you have purchased. Each moderator code can be used for one conference call at a time with multiple concurrent attendees. You cannot use the same moderator code to initiate multiple simultaneous conference calls. 2. Can music-on-hold support MP3 audio files? a. Yes, the music on hold function will support the use of MP3 files. These will be re-encoded on the server so the quality of the audio recording may differ from your original MP3 file. Please note that if you have music on hold provided as part of other Wavecom Solutions services such as Hosted PBX, this is a different music on hold service. Your music on hold audio file may be up to 5 Mb in size. 3. Can I select my own moderator and participant codes? a. In the Conference Center system the moderator code cannot change. While you can use the system to generate a new participant code at any time, you cannot specify what the new participant code will be. When a new participant code is generated, the system will select a random six digit number. Customer Service contact Information There are several ways to contact us for assistance with your service: ISLAND / LOCATION LOCAL NUMBER Oahu 808-791-3000 Big Island 808-930-2250 Kauai 808-240-2070 Lanai 808-568-2250 Maui 808-270-2250 Molokai 808-660-2250 Toll-free from the Mainland 1-877-91-ALOHA : 1-877-912-5642 * Available Monday thru Friday, 8:00am 6:00pm; After Hours, please leave a message and we will return your call by the next business day. Email: support@wavecomsolutions.com 23
ChangeLog Version Date Comments 1.0 9 Oct. 2006 Initial Release 1.01 14 Nov 2006 Added remote access vanity numbers 1.02 28 Dec 2006 Corrections to remote access numbers 1.03 19 Mar 2006 Corrections via mallen, update for new Conference Server 1.04a 20 June 2006 Updated to remove 447 number so vanity numbers can point to it. Added notice for screenshots. 1.05 17 Aug. 2007 Added moderator phone admin interface, etc., added customer service, revised for public, not internal use. 1.06 15 Oct 2007 Corrections to function keys to moderator/participant during calls 1.07b 26 Dec 2007 Productization (it s a word, even if spell check says it isn t) initial version. ver a) added some questions to FAQ, correction to titles, margins. b) reprinting for bad PDF and removed internal use only notice. Revised for screenshots and new web UI 2/27/08 1.08a 4 June 2008 Revision for v3.2 added * codes instead of DTMF. Removed product definitions. IUO. Rev a) corrected support email address. 1.09 28 July 2008 Added System Requirements to web interface section after testing browser and plug-in compatibility. 1.10b 25 Sept 2008 Added max number of participants to FAQ and added packages back in. 26 Sept. rev a) corrected product package typo. 10/6 rev b) corrections YC 1.11 26 Nov 2008 Changes to CSS hours, readthrough for updates. 1.12 14 Jan 2010 Rebrand. 1.13a 3 June 2011 Updated URL from security fix. Updated *9 for moderators as mute participants. 9/23/11 rev a) Corrected typo, reprinted to PDF. 24