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Conference Call and Web Conferencing FAQ's

AccuConference Services Using AccuConference General

Reservationless Toll-Free Conference Calls

What is a toll-free conference call?

A conference call is three or more people talk on the phone at the same time from different locations using a toll-free number. Conference calls allow everyone to be in the same meeting regardless of location.

How long does it take to set up an account?

We have instant set up with your on-line application. As soon as we approve your account (usually within minutes), you will receive an email with instructions on how to start using AccuConference for your conference calls.

How do I make a Conference Call?

Notify your participants of the day / time of your conference call.
Send your participants the toll-free access number and participant code.
Instruct your participants to dial the access number at the time you specified.
Five minutes before your conference, dial your access number and enter your moderator code.
Your conference call will begin immediately!

How do I schedule a one-time use conference with unique codes?

Login to you account
Under Conference Manager - click on “Schedule Audio Call”
Choose Name, Date, Time

Utilize the AccuConference Outlook Plugin

The Outlook plug-in automatically inserts relevant conference information and enables a user to generate meeting invitations and reminders for your participants.

Should I schedule a call, or use my reservationless codes?

Use the Online Call Scheduler to setup one-time use codes. These "scheduled" codes will expire after one use.
You can use your Reservationless Codes anytime without telling us (unless you are expecting more than 50 people on your call).

How do I increase the volume on a call?

Each time you press *4, the call will increase in volume. There are 3 levels of volume increase. Once you press *4 during the highest level of volume, the volume level will return to the lowest level.

Do I have to sign a service contract?

No. We want to earn your business everyday and we do not see the need to restrict your freedoms as a customer!

What if I need help?

Please call 1.800.989.9239.

How many people may participate on one call?

We can support as many people or sites as you need connected 3, 30, 300, and more. **If over 50 participants please call us so we can guarantee you no problems.

What if someone calls from a payphone?

If you access our system using a payphone within North America, a 79 cent payphone surcharge is applicable.

Can participants use their cell phones to join the conference call?

Yes you can use your cell phone to call our 800 access number and join a conference call.
****Special Note to Cell Phone Users*****
Although access to our system is available from your cell phone through the toll-free number, your cell phone provider may/or may not charge you AIR TIME and other CHARGES. AccuConference.com is not responsible for the particular contract items related to what your cell phone provider is allowed to charge. Please make sure you know what your cell phone service plan states regarding this issue.

What if someone calls from Alaska or Canada?

Calls from Alaska, Canada or Puerto Rico are included in your toll-free rate.

How do I record a conference call?

There are three ways to record your call.

Press *2 when you are ready to begin recording.
Click on the record icon on your dynamic conference management page online.
Set your conference to automatically record every call (this feature can be enabled from your Conference Manager in your account online before your conference is initiated).

* To receive a transcription or your conference you will need to order it through customer service. There is a 24 hour turn around time from your request to when you receive your transcript via e-mail. There is an additional fee for a transcript of $3.50 per line of text.

What are the Conference Recording Playback Controls?

*Note: You may press "0" anytime during the recording to hear the following instructions.

* Press 2 - Pause/Resume
* Press 5 - Start over
* Press 3 - Skip forward 5 minutes
* Press 6 - Fast Forward (2x speed) - Press '6' again to increase speed.
* Press 1 - Skip backward 5 minutes
* Press 4 - Rewind (2x speed) - Press '4' again to increase speed.
* Example: To Fast Forward, press '6'. You will hear the recording fast forwarding. To resume listening (return to normal speed), press '2'.

Toll/Flat-Rate Conference Calls
What is a flat-rate conference call?

A flat-rate conference call is when three or more people talk on the phone at the same time at different locations using a toll (404) number.

Is there a cancellation fee?

There is never a fee to cancel your Service. However, we do not prorate or credit the unused portion of a month's service.

How do international callers get connected?

International callers dial into the conference call the same way domestic participants do.

How many conference calls can I make in a month?

There is no limit. You can also setup multiple conference rooms to have meetings occur at the same time.

Does each caller need an conference code or just the leader?

When you receive your confirmation from AccuConference, you will receive your own permanent Dial-in Number and two conference codes – a moderator code and a participant code. Provide the participant code to each of your conference participants along with the access phone number. You enter the moderator code – In the email that is sent out to customers we refer to the conference codes for the moderator and participant as codes.

Do I have to make a reservation for my conference call?

No. There is no need to make a reservation. Your service is "on" and available for conference calls 24 hours a day and 7 days a week. We do not expect you to let us know when you are planning to have a conference call.

Can I dial out to a participant?

No. There is no dial-out feature available with Flat-Rate Conferencing.
Outdial is available with our Toll-Free service.

Will I hear a difference in sound or voice quality?

Unlike "free" conference providers, we use 100% Fiber Optic Lines. You will notice a difference in the audio clarity and reception. Also, every participant will have no problem getting on your conference call.

Do I have to sign a service contract?

No. We value your business and know that once you have tried our service you will want to use AccuConference because of the quality service and fantastic rates you will receive in return. We want to earn your business everyday and do not see the need to restrict your freedoms as a customer with binding contracts!

Can participants use their cell phones to join the conference call?

Yes you can use your cell phone to call our toll access number and join a conference call.
Special Note to Cell Phone Users
Although access to our system is available from your cell phone through the toll number, your cell phone provider may/or may not charge you AIR TIME, long-distance and other CHARGES. AccuConference is not responsible for the particular contract items related to what your cell phone provider is allowed to charge. Please make sure you know what your cell phone service plan states regarding this issue.

Can I have more than one conference call going at the same time?

You can have as many conference calls in a month as you want, but not at the same time. For instance if you schedule a one hour conference call at 10:00 and another at 11:00 then your run the risk of your 11 o'clock parties joining your 10 o'clock call before it is finished. You may want to leave a 15 minute transition "gap" between scheduled calls or you can setup multiple conference rooms to have meetings occur at the same time.

Web Conferencing
What is a web conference?

A web conference is when three or more people talk on the phone at the same time at different locations. During your conference call you use the internet to share information like a PowerPoint. This is called a Web Conference. Conference calls allow everyone to be in the same meeting regardless of location. Participants can hear what you hear and see what you see – anytime, anywhere.

What do I need to run a web conference?

Any current web browser such as Internet Explorer or Firefox.

What if I am behind a Firewall?

We use port 80 for your connection, so if you can access the internet you can use our service.

What can affect the performance?

Here are some of the main factors:
The speed of your computer's connection to the Internet
Your Internet service provider
Overall Internet traffic

Can I show slide transitions in presentations?

Yes! If you share a Microsoft PowerPoint presentation, attendees can see the slide transitions.

What types of files or applications can I share?

You can share virtually any document or application. However, applications with streaming content may not work well, because such content is not streaming directly from the source to attendees. We are currently working to bring this feature.

What if I need more Seats?

You can contact our support team for additional seats at 1.800.977.4607

Using AccuConference

How do I setup a conference call?

Notify your participants of the day / time of your conference call.
Send your participants the toll-free access number and participant code.
Instruct your participants to dial the access number at the time you specified.
Five minutes before your conference, dial your access number and enter your moderator code.
Your conference call will begin immediately!

If you want to setup a new conference with unique codes:

Login to you account
Under Conference Manager - click on “Schedule Audio Call”
Choose Name, Date, Time

Utlize the AccuConference Outlook Plugin.

The Outlook plug-in automatically inserts relevant conference information and enables a user to generate meeting invitations and reminders.

What are my Toll-Free and Direct Dial / International Access Numbers?

Please click on the desired conference in your Conference Manager to view the correct Access Numbers.

How do I use the features on the dynamic management page?

All buttons are toggles that will turn a feature on and off.
Record: allows you to record your conference as needed.
Unlocked: allows you to lock your conference so no one else can join, even though they may have the correct conference code
Lecture Mode: will mute your participants so the presentation is not interrupted with questions or comments.
End Call: terminates your conference so you are not billed for conversations held after the presentation is complete.
Q&A: In order to run a Q&A session your conference must be in lecture mode.
Instruct your participants to press *1 on their telephone keypad if they would like to ask a question.
A separate ‘Question List’ will appear above the ‘Moderator List’ when your participants have questions.
In the box to the left of the ‘Record’ button labeled ‘Conference Controls – Queued Q and A Commands’ a blue button will appear -- ‘Take First Question.’ Click this button to unmute the first question
For each question after the first click on ‘Take Next Question’
When the last question has been answered, click ‘Take Next Question’ one more time to mute your participant. The moderator will hear an automated message “There are no more questions.”

What is the delay regarding the information on the dynamic page?

The dynamic page is in real time and constantly refreshes itself. There is no delay in updated information regarding your conference.

Should I Schedule a Call Instead of using my Reservationless Codes?

Use the Online Call Scheduler to setup one-time use codes. These "scheduled" codes will expire after one use.
You can use your Reservationless Codes anytime without telling us (unless you are expecting more than 50 people on your call).
This gives you every option available on how you would like to use our service.

How many people may participate on one call?

We can support as many people or sites as you need connected 3, 30, 300, and more. **If over 50 participants please call us so we can guarantee you no problems. If you are expecting more than 50 callers, please let us know so we can guarantee your call success.

Can I create custom pin codes for each participant or each conference?

Yes. We can also add a custom access number or recording playback prompt at no additional charge. We can also print custom cards for your individual locations.

How do I record the conference call?

There are three ways to record your call.
* The first is to press *2 when you are ready to begin recording.
* The second is to click on the record icon on your dynamic conference management page online.
* The last way is to set your conference to automatically record every call (this feature can be enabled from your Conference Manager in your account online.
* To receive a transcription or your conference you will need to order it through customer service. There is a 24 hour turn around time from your request to when you receive your transcript via e-mail. There is an additional fee for a transcript of $3.50 per line of text.

What is recording playback?

It allows your participants to call and listen to a previously recorded conference. We can coordinate the set-up and playback process. You can manage this information yourself or download recordings when you log into your account online.

How do I download a recording?

Log into the customer admin site.
Click on the ‘Recordings’ tab
Your recordings will be listed by conference name and then date & time, with your most recent recording at the top. Find the recording you wish to download and right-click on ’Recording’ to the right of the date, time and length
Follow the download instructions posted on the screen to save your recording

What are the star commands?

Dial-Out	Out-Dial Instructions 1 - Dial out to a participant: By pressing 1, the "leader" is temporarily removed from the conference and can dial out to another participant. 2 - Return with a new participant: After dialing out to the participant, the "leader" can press 2 to return to the conference with the new participant. 3 - Return without a new participant: After dialing out to the participant, the "leader" can press 3 to return to the conference without the new participant.
Record Conference Call	Pressing *2, Free download or $20.00/per call for CD
Volume	Pressing 4 will increase the volume for your own line. Pressing 4 again will decrease the volume.
Lecture Mode	Pressing 5, The "leader" can mute all participants except the "leader". Pressing 5 again will take it out of lecture mode.
Mute	Participants can mute their own lines by pressing 6 on the telephone keypad. Pressing 6 again will un-mute the participant’s line.
Lock	When a"leader" presses this command, no new participants are allowed to enter the conference. Press *7 again to unlock the conference.
Participant Count	By pressing 8 on the keypad, the following announcement will play into the conference: "There are # participant(s) and * # moderator(s) in the conference"
Terminate Call	Pressing *9 Ends Call

What is the best way to invite participants to the call?

On your confirmation email there is a cut and paste section you may use to e-mail your participants. Make sure your invitation includes the toll-free access number and the participant code. The plug-in automatically inserts relevant conference information and enables a user to generate meeting invitations and reminders.

How do non-U.S. Residents join the call?

You have 2 options to connect participants outside the U.S.:

Participant dials directly into the conference (Toll-Free Access numbers from Canada and U.K.)
Moderator dials out to the participant

Out-Dial Instructions

*1 - Dial out to a participant: By pressing *1, the "leader" is temporarily removed from the conference and can dial out to another participant.
*2 - Return with a new participant: After dialing out to the participant, the "leader" can press *2 to return to the conference with the new participant.
*3 - Return without a new participant: After dialing out to the participant, the "leader" can press *3 to return to the conference without the new participant.

Where can I view the International Rates for International Dial-Out?

View Rates

How can I increase the volume on the call?

You may increase your volume on your phone by pressing *4. Each time you press *4, the call will increase in volume. There are 3 levels of volume increase. Once you press *4 during the highest level of volume, the volume level will return to the lowest level.

What if someone calls from a payphone?

If you access our system using a payphone within North America, a 79 cent payphone surcharge is applicable.

Can participants use their cell phones to join the conference call?

Yes you can use your cell phone to call our 800 access number and join a conference call.
Special Note to Cell Phone Users
Although access to our system is available from your cell phone through the toll-free number, your cell phone provider may/or may not charge you AIR TIME and other CHARGES. AccuConference.com is not responsible for the particular contract items related to what your cell phone provider is allowed to charge. Please make sure you know what your cell phone service plan states regarding this issue.

How do I start a Question and Answer Session From Website?

Question and Answer Session:

Make sure you are logged in to your account
Click on the "Live Calls" tab
Click on "View" for the conference that you want to view live
Place the call on Lecture Mode by pressing *5 on your telephone keypad or by clicking on the "Lecture Mode" icon
Instruct your participants to press *1 on keypad to ask questions (they will hear a voice prompt say "Your hand is raised").

You may also provide the following instructions on your e-mail invitations or reminders.
1. Press *1 on keypad to ask questions (You will hear a voice prompt say "Your hand is raised")
2. Press the # sign if question has already been asked or if you no longer wish to ask the question
Click on "Take First Question" from the "Conference Controls" box located near the top left of the dynamic screen
When you are ready to move to the next question, click on "Take Next Question" from the "Conference Controls" box. This will mute the previous person and un-mute the next caller.
Continue until you are finished with the session.

What if I need help?

Please call 1.800.989.9239.

Where do I go to:

-update my billing/credit card information
*Go to the ‘Account’ tab and click on ‘My Account’
*Click ‘Edit’ in the right corner
*Scroll down to ‘Credit Card Information’ and update
*Click ‘Update’ at the bottom of the screen

-view or change my conference codes

To view:
*Go to ‘Conference Manager’ and click on ‘View Conference List’
*Click on the name of your conference and scroll to the ‘Active PIN List’ at the bottom
To change:
*Click ‘(Rem)’ to the left of the conference code to delete the old code
*Click ‘Add PIN’ found directly above ‘Active PIN List’
* Name the new PIN
* Verify the PIN Style matches the style of the deleted PIN
*If desired, limit the PIN use
*Click ‘Add PIN’

-update my contacts

*Go to the ‘Account’ tab and click on ‘My Profile’
*Click on the ‘Contacts’ option located just above your e-mail address

-update my mailing address and/or contact information

*Go to the ‘Account’ tab and click on ‘My Account’
*Click ‘Edit’ in the right corner
*Update your information and click ‘Update’ in the right corner

-change my password

*Go to the ‘Account’ tab and click on ‘My Profile’
*Click ‘Edit’ in the right corner
*Type in your new password in the appropriate box
*Click ‘Update’ in the right corner

-add a user

*Go to the ‘Account’ tab and click on ‘My Account’
*Scroll down to ‘Users’ and click on the ‘Add User’ button found below the list of current users

-add a conference

Reservationless conference:
you must call customer service at 800.989.9239 to add a reservationless conference. Please note that flat rate accounts will incur an additional monthly charge for each conference added.
Scheduled conference:
*Please note that only accounts on the toll-free rate plan can schedule one-time use conferences.
*Go to the ‘Conference Manager’ tab and click on ‘Schedule Audio Call’
*Enter your conference information
*Click ‘Schedule Call’ at the bottom of your screen
*Please note: scheduling a conference will result in a new set of one-time use codes that will expire after usage.

-pay a bill

*Go to the ‘Billing’ tab and click on ‘Pay Your Bill Online’
*You may use the credit card already on file or enter another credit card
*Enter the amount you wish to pay
*The box labeled ‘Save my account credit card information’ will update the credit card on file to the one entered for payment. Uncheck this box if you do NOT want to update the credit card information.
*Click ‘Submit Payment’

-download a recording

*Click on the ‘Recordings’ tab
*Your recordings will be listed by conference name and then date & time, with your most recent recording at the top. Find the recording you wish to download and right-click on ’Recording’ to the right of the date, time and length
*Follow the download instructions posted on the screen to save your recording

-monitor a live conference

*Call in to your conference
*Click on the ‘Live Calls’ tab
*Click on ‘View’ to the right of your conference

General Questions

When will I be billed?

You will be billed monthly for your usage. Your billing date is listed under your account settings. If you wish, select the billing day which best suits you.

What is the Universal Service Fee?

For details regarding the Universal Service Fee, go to http://www.accuconference.com/USF.aspx

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