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Audio Conferencing

  1. What is a conference call?

Setting Up A Conference Call

  1. What information do I need to get started?
  2. What is a Host Account Number?
  3. What is a Participant PIN?
  4. How do I organise a conference call?
  5. How do I start a conference call?
  6. How do I invite people to my conference?
  7. Do I have to book each time I want to organise a conference call?
  8. Why would I need to schedule a conference call?
  9. How many people can I have on a conference call?
  10. What do I do if I am calling from outside the UK?
  11. Can I use different types of phone numbers to dial into my conference?
  12. I am hosting a large conference call - can you help me manage the call?
  13. When is operator support available?

Conference Functions

  1. What do I do if I need to speak to an Operator during the call?
  2. Are there any other conference call features I should know about?
  3. How do I record a conference and allow others to listen to the recording?
  4. How do I prevent others joining my conference?

Changing Conference Settings

  1. How can I change the default settings for my conference calls?
  2. Can I turn off the name announcements for people entering my conference call?
  3. I would like a personalised prompt (e.g Welcome to My Company) for my conference calls. Is this possible?
  4. How do I know that my conference call is secure?
  5. How can I find out who joined my conference call?

Managing Account

  1. Someone has left my company can I change the account?
  2. Can I see the entire hierarchy of our account?
  3. Someone has joined my company how do I add a user?
  4. Can I add a new user and give them Administrator rights?

Having Problems?

  1. Why is my dial out facility not working?
  2. My access code doesnt work - what is the problem?
  3. I keep having trouble getting on to my conference calls - why?
  4. My phone cant send DTMF tones how can I join my conference?
  5. Does Skype or similar VOIP telephone services work with the SolovieTalk Conferencing service?
  6. I have people who want to dial in from outside of the UK how do I get numbers for them to dial?
  7. I get echo on my conference call all the time what is causing this?
  8. What happens if I lose my Host Account Number or Participant PIN?



Audio Conferencing

 
 

1. What is a conference call?

A conference call is a telephone call that allows 3 or more people to participate on a single call. Conference calls typically replace face-to-face meetings for groups of people, typically between 5 and 10 in number, although there is no limit to the amount of people you can call at once. Companies all over the UK use them as a quick, cost effective and efficient way to communicate when it is difficult or expensive to get everyone together in the same room.

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Setting Up A Conference Call

 
 

1. What information do I need to get started?

When your SolovieTalk Conferencing account was activated you will have been issued with a Host Account Number and a Participant PIN, along with access to the Customer Portal http://conferencing.http://solovietalk.com.com. These details will allow you to organise conference calls and give you access to the Customer Portal where you can manage your account and change your conference options.

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2. What is a Host Account Number?

As an account holder you will be given a Host Account Number that identifies you as the Host on a call and allows billing to be initiated against your account. To start a conference call you need to dial your Dial in Number and then when prompted dial the Host Account Number. This opens your conference call.

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3. What is a Participant PIN?

A Participant PIN is allocated to each account holder which you can should send to anyone you invite to a conference call. This allows them access to your call.

A Participant joins a conference call by dialling the Dial in Number and then entering the Participant PIN into their telephone keypad at the prompt. If a participant dials in before the host joins, they will hear music until the host enters the call.

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4. How do I organise a conference call?

In order to organise a conference, email the participants with the start time, Dial in Number and Participant PIN.

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5. How do I start a conference call?

To open the conference, dial the Dial in Number (e.g. 02083222726) and enter your Host Account Number followed by # (e.g. 123007#).

Participants dial in using the Participant PIN followed by # (e.g. 007123#) and will hear hold music until the Host opens the conference.

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6. How do I invite people to my conference?

You can send a regular meeting invite with the conference details via Microsoft Outlook.

Alternatively you can send SMS messages or emails from the Customer Portal both of which can be automatically pre-populated with your conference details. You just need to add the date and time of your call!

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7. Do I have to book each time I want to organise a conference call?

SolovieTalk Conferencing is a reservationless service. If you are using your usual SolovieTalk Conferencing account then there is no need to advise us when you want to have a conference call.

If, however, you would like us to manage a call for you or you have any special call requirements, please contact Customer Services - (TBA)

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8. Why would I need to schedule a conference call?

With an SolovieTalk Conferencing account you can use the service without reservation or scheduling at any time.

However you can schedule one-off, or regular repeating conferences as an additional facility on your account. You would schedule a call, if you wanted to create a set of one off codes valid only for that meeting, or you wanted to record a specific cost centre or meeting title against the one off call.

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9. How many people can I have on a conference call?

There is no limit to the maximum number you can have on a conference call. However, large conference calls are difficult to manage and control and if you are hosting a large conference call we would suggest you book a Managed Call

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10. What do I do if I am calling from outside the UK?

For callers from overseas we have a number of options available. Please Customer Services for details (TBA)

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11. Can I use different types of phone numbers to dial into my conference?

Yes, there is a range of dial-in numbers that you and your participants can use to access the service depending on your requirements. For example we can offer local access numbers from certain countries around the world as well as a range of UK numbers (0870, 0845, 0800, 020). To learn more about the dial in options, please contact your Account Manager.

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12. I am hosting a large conference call - can you help me manage the call?

Yes, we can manage your entire event for you. We offer a Managed Call* service and an operator can provide the following support:

An operator can help to provide the following support:

  1. - Moderate the Conference
  2. - Run a Question and Answer/Voting Session
  3. - Initiate Dial Out Calls
  4. - Event Administration
  5. - Translation Services
  6. - To organise a Managed Conference contact Customer Services - (TBA)

* Please note: This will incur additional charges

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13. When is operator support available?

Our operators are available Monday to Friday 07:00-22:00. If you require support for a call that you have planned outside of these hours, please contact your Account Manager and we will do our best to arrange the necessary support for you.

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Conference Functions

 
 

1. What do I do if I need to speak to an Operator during the call?

An Operator is never far away. Just dial 0* from your telephone keypad during the conference. Operator assistance is available Monday to Friday from 07:00-22:00.

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2. Are there any other conference call features I should know about?

There are several conference controls that you as a host or a participant can use to enhance your conference call experience:

Participants Features available:

  1. *0 Calls the SolovieTalk operator
  2. *4 Adjusts the call volume
  3. *6 Mute/unmutes your line

Host Features available:

  1. #1 Roll call of attendees
  2. #2 Counts number of participants
  3. *2 Stops audio message for above
  4. #9 Turns off disconnect of host hang up
  5. *5 Locks/unlocks the conference for privacy
  6. *7 Interactive/presentation mode
  7. #7 Record conference (follow prompts)

Host Dial Out:

  1. #3 Audio dial out (dial full STD number then #)
  2. #5 Returns both parties to the conference
  3. #4 Returns only the host to the conference

We also offer 'Operator Assistance' where one of our representatives attends your conference and assists in the smooth running, and 'Conference Replay' which allows you to make a digital recording of the call. Contact us for more information.

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3. How do I record a conference and allow others to listen to the recording?

As a conference host you can initiate a recording yourself by pressing #7 during your call. When the recording is finished you can log into the Customer Portal to access your recording either by downloading onto a PC, streaming or by arranging a replay service so that you or others can access your recording by dialling in at any time to hear the recording.

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4. How do I prevent others joining my conference?

Your conference call can be locked for security purposes once all of your expected participants have joined. This can be activated by pressing *5 (host only).

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Changing Conference Settings

 
 

1. How can I change the default settings for my conference calls?

In order to change the default settings you need to login to the Customer Portal and go to Audio Conferencing then Conference Options.

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2. Can I turn off the name announcements for people entering my conference call?

Yes log into the Customer Portal, go to Audio Conferencing and then Conference Options. You can then turn off the name recording function.

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3. I would like a personalised prompt (e.g Welcome to My Company) for my conference calls. Is this possible?

We can arrange this for you. Please contact your Account Manager with your requirements and for details of pricing.

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4. How do I know that my conference call is secure?

There are a number of facilities you can use to ensure that your Conference is private. These include being able to lock your conference and implement a roll call of the participants.

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5. How can I find out who joined my conference call?

During the conference, the host can press #1 to listen to a roll call of attendees. Whilst we are not able to capture and report on participants names on a normal automated conference call, participants telephone numbers are captured (as long as their number is not withheld). These will appear on the detail of your conference report, which can be viewed on the Customer Portal. If you require a participant list for your call, please contact us prior to the call so that we can discuss the best way to deal with this for you.

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Managing Account

 
 

1. Someone has left my company can I change the account?

If you have administrator access you can delete accounts in the members area of the Customer Portal, under Manage your Account, Manage Users.

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2. Can I see the entire hierarchy of our account?

Yes, if you have Account Administrator privileges you can view the account hierarchy from the members area of the Customer Portal, under Manage your Account, Manage Users.

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3. Someone has joined my company how do I add a user?

If you have administrator access you can add users. Simply log into the Customer Portal, click on Manage Your Account and Add New User.

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4. Can I add a new user and give them Administrator rights?

It is not possible to give administrator rights to new users via the Customer Portal. This is because Administrator = 'Bill Payer' so only people who pay the bill have the rights to add new users. Please contact us directly if you would like to grant administrator rights to an additional user.

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Having Problems?

 
 

1. Why is my dial out facility not working?

For security reasons the dial out functionality is not automatically enabled when you open a new account, if you wish to activate this facility on your account please contact your Account Manager.

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2. My access code doesnt work - what is the problem?

It is important to check first of all that you are using the correct Host Account Number and/or Participant PIN. Please contact us and we can check this for you. You can also check that your codes are valid by trying to log on to the Customer Portal. If you are able to log in, your codes are valid.

Sometimes a problem with your telephone can cause issues with Access codes please contact us and we can advise you.

Please also remember that if you try to use an incorrect code 3 times when entering a conference call, you will automatically be diverted to an operator who can assist you.

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3. I keep having trouble getting on to my conference calls - why?

It is important for us to understand the problems that you are experiencing so that we are able to advise you. Please contact us so that we can discuss the difficulties you are having and advise you of the best course of action. Call Customer Services (TBA)

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4. My phone cant send DTMF tones how can I join my conference?

Dial your Dial in Number and when prompted to enter your Host Account Number or Participant PIN, just hold the line. After a short wait you will be connected to an operator who will be able to help you. Alternatively contact Customer Services (TBA) and we can arrange to dial out to you at the allotted time.

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5. Does Skype or similar VOIP telephone services work with the SolovieTalk Conferencing service?

Skype and many other VOIP services can dial in to a conference call, but these services do not generally transmit the DTMF tones required to accept your Host Account Number or Participant PIN. You will therefore be unable to automatically enter your conference however, an operator will be happy to connect you to your call during office hours.

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6. I have people who want to dial in from outside of the UK how do I get numbers for them to dial?

If you are set up to pay for your own account you are able to log into the Customer Portal and click on Add Dial in Number in the Audio Conference Section. Alternatively, please contact us and we will explain the various options to you.

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7. I get echo on my conference call all the time what is causing this?

If you experience an echo during your call, please press *0 so that one of our operators can listen in to the call and identify the source of the problem for you.

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8. What happens if I lose my Host Account Number or Participant PIN?

If you lose your access codes please contact us. If you believe that your Host Account Number has been compromised, you can change your codes in the Members Area of the Customer Portal. Login and select Manage Your Account, Generate New Login Details.

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