On-Demand Conferencing – Frequently Asked Questions
We take pride in our ability to meet the individual needs of each and every customer. We’ve assembled answers to the most frequently asked questions about conferencing to help ensure your calls run smoothly. If your questions are not covered in our knowledge base, please contact us.
• Do I need a reservation?
• What is On-Demand?
• What is CallAssist?
• What is a Conference PassCode?
• What is a Moderator PIN?
• What is a Call Summary?
• What if someone misses the conference call?
• What is Active Talker and how can I access it for my live call?
• Is there an operator standing by in case I need assistance?
• What should I do if I get disconnected?
• Are my conference calls secure?
• Does ConferTel offer international conferencing?
• Are there any setup charges involved with a conference call?
• What should I do if I have a problem on a conference call?
• How can I track my conference usage?
• How are conference minutes calculated?
• Can I charge conferences to my credit card?
Do I need a reservation?
No reservation is needed for our unassisted conferencing servcie if you have 50 or fewer participants – it’s ready when you are, 24 X 365. For CallAssist, simply call 866-930-4500 to speak with a friendly, professional customer care specialist.
What is On-Demand Conference Call?
Participants call a toll-free (or toll) number and enter their Conference PassCode. All parties listen to music hold until the Moderator arrives. The Moderator controls the conference using the telephone keypad. The process is extremely simple and user-friendly. Following the call, the Moderator receives a Call Summary email providing details of the conference.
What is CallAssist?
Participants call a toll-free number and are greeted by a ConferTel operator, who will verify attendees, record participants’ names, and turn the call over to the Moderator when all parties have arrived. Alternatively, the ConferTel operator can dial-out to a limited number of participants. Call our Conference Reservation Line at (866) 930-4500 to set up an operator assisted call.
What is a Conference PassCode?
Each moderator is assigned a unique 6-digit Conference PassCode when they first set up their account. All persons attending a conference call are prompted to enter the Conference PassCode immediately after dialing into the ConferTel system. This ensures that participants are connected to the correct conference. (The Moderator must provide the Conference PassCode, along with the dial-in phone number, to all participants prior to the time of the call.)
What is a Moderator (Host) PIN?
Every Moderator selects a 4-digit Moderator PIN when they first open their account. This PIN should remain confidential since the moderator is responsible for all charges related to that PIN. The moderator must enter the PIN, when prompted, after entering the Conference PassCode, in order for all participants to be entered into the conference and for the conference to begin.
What is a Call Summary?
Immediately after every conference call, the Moderator will receive an email summarizing details of the call, including entry and exit time for each participant.
What if someone misses the conference call?
The Moderator may choose to record the conference call. The conference will then be available to be listened to via ConferTel ‘s toll-free Instant Replay line (800) 852-7509, or to be downloaded as a digital sound file. In addition, ConferTel can provide a CD or transcription of the conference upon request.
What is Active Talker and how can I access it for my live call?
Active talker is a visual indicator of which line is responding or is creating a disturbance. Use Call Hub Pro to visually monitor your live calls and always see who is the active talker.
Is there an operator standing by in case I need assistance?
Yes. The Moderator can press 0# at any time during a conference call to request an operator.
What should I do if I get disconnected?
If you get disconnected, call the telephone number you originally used for the conference call. You will be reconnected immediately.
Are my conference calls secure?
Yes. With all our conference call services, only participants you have provided with your toll-free number and Conference PassCode will be able to access your call. By monitoring the call online from your secure Conference Room, you are provided with the identity of each of the participants as they join the call. The Moderator may lock entry to the conference at any time by pressing 2#. When reserving a CallAssist conference, you are assured that no one other than the participants you’ve listed will be allowed to enter or participate in the call.
Does ConferTel offer International conferencing?
All of our services support International conferencing. The Moderator may use the 1# Dial-Out function to bring International participants into conference. Alternately, International participants may dial in using our toll number to connect to your meeting, in which case the International long-distance charges become the participant’s responsibility. If you expect foreign-speaking participants in your conference, call us about our translation services.
Are there any setup charges involved with a ConferTel conference call?
No. ConferTel has no setup charges or monthly fees.
What should I do if I have a problem on a conference call?
If you are having problems with your conference call, dial 0#.
How can I track my conference usage?
A Call Summary detail report is sent out electronically following each conference call. At the end of each month the conference charges are summarized in a single monthly billing statement segregated by moderator and (optional) billing code.
How are conference minutes calculated?
Your billable conference minutes are the sum of the individual participant minutes, billed in whole minutes. We begin charging when each participant dials into the conference system, and stop when each line is disconnected.
Can I charge conferences to my credit card?
Yes. We accept VISA, MasterCard, and American Express. We charge your credit card once per month, and these charges are reflected on your monthly credit card statement as well as your monthly ConferTel billing statement. Details of the conference are delivered to you after each call for your reference via the Call Summary e-mail.
For more information about billing codes and customized options, call 866-930-4500.