If we have audio issues during a call, how can we get help?
Anyone dialed in the call in question can press *0 on their telephone keypad to flag for an operator. One of our operators will intercept the line privately to assist. At that time, the participant can communicate directly with the operator to explain the issue.
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?
The host could press *5 to mute all participant lines to eliminate background noise. Simply press *4 again to unmute.
During our conference call, every time an attendee joined, we heard a beep. What is this and why is it disturbing our call?
This is a code setting that was added to your code when it was created. The tone you hear is an Enter Tone which plays into the call when a participant joins. We can turn this setting on or off at your request.
We keep hearing an echo in our conference call. Why is it happening and what can you do to prevent it?
Echoes are an industry-wide issue. Typically, the echo issue is broadcast from a participant’s phone or is a result of a poor quality connection. This typically is not a result of a line simply connecting to their TelSpan conference. If you ever encounter an echo issue in your call, please press *0 to alert an operator. The operator will intercept your line and you can explain the issue directly. From that point, our operator will locate the line causing the echo and either mute it or work with the participant in correcting the echo or redialing to obtain a better connection.
There is background music playing in our call! What is happening?
First and foremost, press *0 for operator support. Typically background music is an unfortunate result of a participant simply placing their phone on hold and consequently their music hold plays into your call. We can simply mute their line inside the TelSpan conference so that you won’t be disturbed or disconnect it so that the participant can redial at their convenience. Music hold can also be an indication that your host has not yet started your meeting.
Can certain types of phones affect audio quality?
Absolutely! A landline phone is generally the most stable connection to ensure high quality audio. While cellphones are the most widely used phone device on the market, keep in mind that the quality of your audio connection is subjected to a much wider array of interference possibilities. Variables like weather, battery issues, service areas, etc. can affect your audio quality while using a cellphone. Additionally, speakerphones are generally not recommended for highly sensitive calls as well due to the possibility of background noise in the room as well as potential echo and other audio anomalies.
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.
Resolution Suggestions:
- 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 *6 to mute their individual lines. Then have each participant, one by one, press *6 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 telspan@telspan.com 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.