Conferencing Frequently Asked Questions

• I am having technical difficulties during a conference call.
• I can't remember my access code.
• The chairperson hung up/got disconnected and the entire call dropped.
• There is background noise on the call.
• How do I change my pass code?
• How do I stop those tones when people join and exit the call?
• I can't get into my call.
• I have a question about my bill.
• How do I reserve a call?
• How do I set up an Event call such as a corporate announcement or an Investor Relations meeting?
• Security.
• What is an accounting code?
• How do I add/delete/change subscriptions?
• How does an International participant join a conference?
• How do I access an audio recording of my conference?
• What is the pop-up window for Web Conferencing?
• What are the system requirements for Web Conferencing?
• Can I get a transcription of my Event Call?
• What capabilities does One Communications Web Conferencing support?
• Redundancy

I am having technical difficulties during a conference call.

For an On-Demand conference call press (00) for Operator Assistance or (*0) for Event Call types. In order to provide optimum troubleshooting it is always best to report the issue in real time.

If you are not able to reach the operator during the actual call, report the incident to Customer Care at 1.800.721.0218.

I can't remember my access code.

Please contact Customer Care at 1.800.721.0218 and your One Communications representative will verify your account information before providing the access code.

The chairperson hung up/got disconnected and the entire call dropped.

When the Chairperson hangs up, the conference call will end. To allow the conference to continue after the Chairperson leaves, he or she should press (*8) when the conference begins in case of an inadvertent disconnection.

There is background noise on the call.

Very often, background noise can be eliminated by requesting that participants mute their lines by pressing (*6). If they need to talk (*7) will unmute their line. Should the problem persist press (00) to request an operator.

How do I change my pass code?

Follow these steps:

• Dial your One Communications Conferencing phone number.
• Enter your 7-digit access code.
• Press the (*) key.
• Enter your current Chairperson passcode.
• Select option 2.
• Follow the prompts to create a new Chairperson passcode.

How do I stop those tones when people join and exit the call?

You may change any call feature (including tones, roll call with tones, etc.) by following the “change features” voice prompt after you have entered your passcode number.

I can't get into my call.

Please call Customer Care at 1.800.721.0218 to verify your access code. For security reasons, the One Communications representative cannot give out the PIN code without verification of the card owner.

I have a question about my bill.

All One Communications® Conferencing charges will appear on your One Communications bill. Please contact Customer Care at 1.800.832.5801 with questions.

How do I reserve a call?

One Communications® Conferencing is an on-demand service and does not require a reservation. Simply provide the toll-free One Communications® Conferencing phone number listed on your card, the 7-digit access code, and the conference date and time to your participants. To start the conference, just dial the toll-free phone number and follow the prompts.

How do I set up an “Event Call” call such as a corporate announcement or an Investor Relations meeting?

If you require an operator to manager your conference, contact the reservations desk at 800-721-0218 to schedule an Event call. You will need to provide the date, time, duration and number of participants. There are two types of Event Calls: Automated Event and Assisted Event. The Automated Event will provide you with a reservation confirmation and a listen-only mode. The Assisted Event provides complete operator management of your call.

Security.

Do not give your Chairperson passcode to anyone. You are responsible for all conferences made with your 7-digit access code. Only you can start the conference with the passcode.

There are several security features built into the system: The “Lock Conference” control is popular, and can be accessed by pressing (*4). This feature allows you to lock your conference after you have everyone on the line and prevent others from joining once your call is underway. If the conference has been locked and you need operator assistance, you will need to unlock the conference (*5) before pressing (00).

You can also add a second access code that all participants will need in order to join the call. This secondary code must be given to all participants prior to the call.

What is an accounting code?

It is a billing reference number (i.e. department number, cost center number or a client matter number). The code will appear in the Invoice Reference field on your bill. Only numeric digits will show on your invoice. The code may be up to nine digits in length.

How do I add/delete/change subscriptions?

You may contact Customer Care at 1.800.721.0218 to add or delete a chairperson to or from your account.

How does an international participant join a conference?

The International Access Phone Number is +1 720-479-0940. Long distance charges will apply.

How do I access an audio recording of my conference?

Recordings can be accessed through Archive Management. They are stored in the Archive for ten (10) calendar days, and then are permanently deleted. You should save the recording on your local server or desktop after the conference.

What is the pop-up window for Web Conferencing?

Web Conferencing requires a Java plug-in. If you do not already have it installed, you will be automatically prompted to load it the first time you use Web Conferencing. If you encounter problems with the one-time installation, please contact Customer Care for assistance.

What are the system requirements for Web Conferencing?

Participants can click here to verify they have the correct software and browser settings.

• Sessions must be enabled (green check will appear)
• Java must be enabled (green check will appear)
• Java version (must meet minimum chairperson/participant requirements)

Chairperson PC Requirements

• Windows 98, 2000, NT, XP, Mac OS X 10.2, Linux
• Internet Explorer 5.0 or greater
• Netscape Navigator 4.7, Netscape 6.2 or 7.0
• Mozilla 1.1 and higher
• Java 1.3.1_03 - 1.3.1_08, 1.4.1 (Chairperson will be prompted to download 1.3.1_07 the first time the service is accessed). If the Chairperson is using Netscape 6.2, they will need to download JAVA 1.4.2.
• Internet connection (recommended 256 Kb or greater)

Participant PC Requirements

• Windows 98, 2000, NT, XP, Mac OS X 10.2, Linux
• Internet Explorer 5.0 or greater
• Netscape Navigator 4.0 or greater
• Mozilla 1.1 or greater
• Java 1.1.4 minimum (typically is installed on most computers); Java 1.4.0 is not compatible
• No downloads or special programs are required for participants to view presentations
• Internet connection (recommended 256 Kb or greater - dial up will work, but slow on slide updates)

Can I get a transcription of my Event Call?

Event Calls can be translated into Cantonese, English, French, German, Italian, Mandarin, Portuguese and/or Spanish. Additional fees apply.

What capabilities does One Communications Web Conferencing support?

One Communications Web Conferencing allows PowerPoint slide presentations as well as desktop presentations. This includes guided web tours and other desktop application viewing. Chairperson ownership of the presentations cannot be transferred to other participants. Internet audio streaming is not currently supported.

Redundancy

Geographically dispersed systems assure uninterrupted service and availability. Operator assistance is available at any time.