If we have audio issues during a call, how can we get help?
Our host is the only one speaking, but we are experiencing a large amount of background noise. What can I do to help reduce this interruption?
During our conference call, every time an attendee joined, we heard a beep. What is this and why is it disturbing our call?
We keep hearing an echo in our conference call. Why is it happening and what can you do to prevent it?
There is background music playing in our call! What is happening?
Can certain types of phones affect audio quality?
What can I do to resolve audio quality issue after-hours or on the weekends?
We do realize that you may experience audio difficulties outside of regular business hours. If immediate assistance is not available during the time of your conference, please use the following suggestions and best practices so that you may resolve audio quality issues as they occur.
General Audio Disturbances are things such as echo, static and background noise and are the are the most common audio disturbances that occur during a teleconference call. They often originate from one participant line which then broadcasts throughout the entire call.
- The individual utilizing the host code can press *5 to mute all participants except the host line. This will mute all participant lines allowing for only the host to speak. There can be multiple hosts in the case that more than one individual needs to speak.
- Try to isolate the line causing the audio disturbance. Perform an audio quality check by having all participants press *1 to mute their individual lines. Then have each participant, one by one, press *1 again to unmute and speak into the call. This process will allow you to identify which participant line is causing the echo. Once the line is identified, that user could disconnect and reconnect in hopes for a better connection. They could also try a different phone, as this is often a quick and reliable resolution. Or that user could simply mute their own line by pressing *1 when they do not need to speak.
- Utilize our online WebControls application to monitor your conference call. While this application does require a monthly usage fee, it can serve as a great resource for you to manipulate and manage your conference call via your personal computer. This application provides a visual representation of the conference call and all telephone lines connected via your computer screen. You can mute individual lines, disconnect lines, and perform basic functions that our live operators perform on a daily basis.
- Ask that all participants disconnect and dial back in. This is often a quick and easy solution that may be feasible towards the beginning of your conference call. Occasionally a participant may dial into a call and establish a “bad” connection that may be affecting their broadcast into the call. Often times a simple disconnect and reconnect allows for the participant to establish a “better” connection, thus resolving any persistent audio issues.
If the above methods do not resolve your audio conference troubles, please email firstname.lastname@example.org to notify us of your situation. Please provide as many details as possible, including the conference code you are currently using.
If you are concerned about future audio conference issues, we do offer after-hours and weekend coverage on a pre-scheduled basis.
Our support team is available Monday – Friday 7:00 AM to 9:30 PM ET.