Knowledge Base | Help Site
Seat licenses are purchased on a monthly basis. You have to the option to adjust or remove your license each month depending on your needs.
HARDWARE / OPERATING SYSTEMS / BROWSERS
While TelSpanWeb is designed to use bandwidth efficiently, and even though it does try to degrade gracefully, it is still a broadband platform. For best possible and most reliable experience do not use WiFi equipment and use a high-grade, dedicated, low-latency broadband internet access. Use our System Check application to test your connection before attending a conference. Please consider packet loss, latency in round trips and jitter value of connections used.
This answer is based on the type of license you currently have. If you have a 25-seat license, then you can have 25 people in the webinar at a time. This includes you, your speakers, and audience members. If at any point you need more capacity, please contact us; firstname.lastname@example.org or by phone 800-898-2315, and we will adjust the account license accordingly.
Natively supported file types:
Supported by TelSpanWeb Converter:
To embed a live meeting:
You can hold as many meetings as you would like each day. If you ever need to adjust your meeting capacity to accommodate additional participants for one meeting, please contact us at email@example.com or by phone 800-898-2315.
Should you need to hold two or more meetings at one time, please contact your Account Manager to set up additional user licenses.
If a PPT/PPTX file either takes a long period of time to convert, does not upload, or they receive a message to “Convert File” after it went through the conversion process try the following. Check the title of the file to see if there are any symbols or if the title is excessively long. Re-title the file without symbols or shorten the file name and try to re-upload. Should this fail, convert the PPT/PPTX file to a PowerPoint Picture Presentation or PDF and then upload it. This solution is usually the quickest if the meeting is about to start or has started already. If the user continues to experience issues have them forward the file to firstname.lastname@example.org to troubleshoot.
HTML5 is a bit different from Flash and does limit the dynamic elements we are able to convert from the original media source. To keep these added elements, use the screenshare feature. Screensharing is an efficient way to share media rich applications and content. It will allow all transitions, animations, and even sound to play.
The presentation may have timings or automated animations built into the file. These must be removed from the file in PowerPoint and then re-uploaded into the Content Library.
You will need to check your internet connection. This is a sign that your connection has dropped or is very poor.
There are no additional downloads necessary to utilize the screen share function.
TelSpanWeb is firewall-friendly and attempts to pass through the firewall using 3 separate attempts. In the event that you receive an “Unable to Establish a Connection” error message, please verify that the internet connection is working properly. To check for issues, use the TelSpanWeb System Check http://web.telspan.com/systemcheck. If the system check fails in the Connectivity section, it is possible that the firewall is blocking access to TelSpanWeb which may require you to contact your IT department. TelSpan’s Web Services team would be happy to work directly with your IT department to ensure the necessary firewall ports are accessible (443).
A Friendly URL is a link that you can setup in your TelSpanWeb account and send to your participants using your own email. This is a general link that can be shared. Please refer to the Schedule section of the Knowledge Base to help you in setting up your Friendly URL.
As a Speaker, you have the ability to promote or demote connected users.
Android Download and Install Directions:
iOS Download and Install Instructions:
First, ensure that you have the TelSpanWeb app installed on your device.
To join from personalized invitation:
To join using the Friendly URL:
There are two options to disable in-meeting notifications; hide all and hide all in recording.
To adjust notification settings:
If your code is not set to auto-record, as the host you can press *2 to start the recording. A message will play indicating that the recording has successfully started.
We currently offer toll-free numbers for the following countries. Please contact our Client Services team by emailing email@example.com or by calling 800-937-7726 to obtain the specific access information.
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.
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.
Your conference codes come with basic host and participant key command functions:
BONUS: Add the PDF to calendar invites to inform your attendees of available options.
Yes! One-tap solutions can be added to calendar reminders and contacts.
For Androids: Add a new Contact and enter your toll-free access number into the space for ‘phone’ and then select ‘*#’ to add 2 ‘pauses’ before entering your conference code followed by #.
For iPhones: Add a new Contact and enter your toll-free access number into the space for ‘phone’ and then select ‘+*#’ to add 2 ‘pauses’ before entering your conference code followed by #.
In the end, your number will look something like “18883924560,,123456#”
Add this number sequence to your calendar for quick access and a helpful reminder!
ClientPortal is an online account management tool. Approved account administrators can manage codes, request recordings, view usage, pay invoices, etc.
Select Register Now on the ClientPortal login page or submit your request to email@example.com.
Select Forgot your password on the ClientPortal login page and follow the prompts to create your new password.
Once logged in to ClientPortal, select Change Password from the right-hand menu. Follow the prompts to make the update.
Let us know when you establish your ClientPortal login the accounts you need access to and we can connect them to your new login. Once logged in, select the Account box on the right-hand side. A pop-up will appear with the list of available accounts. Simply select the radial button next to the desired account.