• Click the pin icon on your tile or on a participant's tile.
• Select "Spotlight - pin for everyone".
• Click the pin icon again, then select End Spotlight to deactivate this feature.

Telephone Moderator Controls

Available to all callers:

• *2  Raise or lower your hand
• *3  Enter or leave a breakout room
• *4  List commands
  *6  Mute or unmute your line

Available to call moderators only:

• *5  Meeting Lock
• *7  Toggle Mute Mode (see below for details)
• *8  Toggle entry and exit chimes
• *9  Start and stop recording
• *0  End Conference

Mute Modes:

Conversation Mode: Default mode where all participants may speak, mute or unmute themselves by pressing *6.
Q&A Mode: All participants are muted and can unmute themselves individually.
Presentation Mode: All participants are muted and can only be unmuted by the moderator.

Set a default Mute Mode for all calls:

You can set the default mute mode for all your calls in your account. Go to 'Settings' and then select 'Moderator controls' and click on your preferred default mute mode.

Note that this new setting will only apply to calls that occur or are scheduled after you change it. To change the default mute mode for calls already scheduled, you would need to cancel and reschedule them so the new setting is applied. Note that this new setting will only apply to calls that occur or are scheduled after you change it. 

What is an "Active Speaker" and How Does it Work

An active speaker shows you exactly who is speaking in the online meeting room.

• The tile associated with the person talking will highlight yellow.
• In speaker view, their video/shared screen will be displayed large in the main window
• Their icon will move to the top of the participant list on the right of the meeting room

Use the 'pin' feature to deactivate the active speaker if you want to choose one person's video/shared screen to be always displayed, regardless of who is talking

Moderators can override the active speaker using the Spotlight feature described above.

How Can I Manage My Call Online?

To manage or moderate a meeting - whether or not you are taking part in the conference - just log in to your account from your computer, tablet or smartphone.

• If you don't want to connect audio and just want to moderate the meeting
  Select the arrow next to 'Start' and choose 'Without audio."
   
• If you don't want to connect audio and just want to share your screen in the meeting
  Select the arrow next to 'Start' and choose 'Screen share without audio."
   
• If you want to connect your audio and manage the meeting online, just select "Start."

How to Schedule a Meeting

Click "Schedule" to open the schedule a meeting modal. 

Title: Enter a Title for your meeting. This is optional, but it helps your participants. You can find meetings in your account using the search function.

Date & Time: Choose a date, time, and duration.

Description: Add an optional Description (Agenda) if required.

Set to repeat: Select this option to enter recurring meeting details:

• Repeat period:  Daily, Weekly, Monthly
• Select the radio buttons to indicate the frequency.
• How many times: Indefinitely, 1 time, 2 times, 3 times, 4 times…12 times.

Timezones: Allows you to configure multiple time zones for the call

• Start time: enter the call start time and select the time zone.
• Select the +Button to add additional time zones.

Security Settings: Select the radio buttons

• Meeting room access code: 
  • Personal Meeting Room: Select this option to use the same access code for each scheduled meeting.
  • Generate automatically: Use a random access code for each scheduled meeting. 
• Passcode:
  • No passcode
  • Shared passcode: Add an extra layer of security to all meetings
  • Unique meeting passcodes: add a unique code for each participant in a scheduled meeting. Uninvited attendees will be blocked from entering.

Conversation/Collaboration Mode

Clicking Meeting Mode will update the selection; your selection will be highlighted. 

Conversation/Collaboration mode

Q & A/Classroom mode

Presentation/Webinar mode

Focus Mode

Polls: Select Create poll

Fill in the question and selection options

Click "Create Pool" to add another question. Click "Done" when you have finished entering your questions.

Default Recording preference: Select from the dropdown options. 

• Audio & video
• Audio Only

Automatically record: Set your conference to record automatically.

• Automatically Record
• Automatically generate: Smart Summary provides search, highlights of key terms, vocabulary, and a machine-generated transcript of your meeting. Transcription is a premium feature. If you do not see this option, check with your account admin to verify if you are subscribed.
• Automatically live stream

Add Participants

• Start typing a name or email in the "To" field to search through your list of contacts, and then hit "+ ADD" or copy and paste an email address in the 'To' field. Remove participants by clicking on 'Remove' next to the relevant contact.
• If you are inviting someone for the first time, their email address will be automatically added to your contacts list so you can quickly add them the next time you book a conference.
• It is not necessary to add someone to the schedule to have them participate in your meeting.
• Make invitees moderators by selecting the star icon next to an invitee's name. Everyone with the STAR beside their name will now have access to all the moderator controls during a meeting. 
  
  You can only invite moderators who have a host account within your company while scheduling. During a live meeting, you can make any participant a moderator via the participant list.

Dial-in Numbers

1. Your Primary number(s) will automatically be selected.
2. Search or scroll to select local country numbers for international participants.
3. *Premium 800 (toll-free) - provide a number where the caller will be guaranteed not to be charged to call in.

Click the "Next" button to select a dial-in number, if numbers are available on your list; otherwise, select the "Next" button again to review a summary of your meeting. Select the" Schedule" button to schedule the meeting or the "Back" button if you would like to go back and change any of the options in the summary.

*Toll-free numbers must be purchased separately. 

Sumamry

Click the "Next" button to select a dial-in number, if numbers are available on your list; otherwise, select the "Next" button again to review a summary of your meeting. Select the"Schedule" button to schedule the meeting or the "Back" button if you would like to go back and change any of the options in the summary/

TIP: If you need to set up a meeting on the fly or prefer to use an in-house scheduling system, you can also easily copy your conference details from your account homepage via the "Copy Details" button on the top left. Then use "Ctrl V" or right-click and paste this into an email or another messaging service. You can also find and copy these details via the ‘Dial-In Information’ button. Here you will also find the full list of dial-in numbers if you need to provide a local international number.

Meeting Roles

Organizer: someone in the meeting who can send and receive audio and video. This person is the "owner"  of the meeting, who is logged in to their account, and their account is being used to host the meeting.

Moderator: someone in the meeting who can send and receive audio and video and participate fully by sharing their screen, etc. This person also has moderator privileges.

Participant/Panellist: someone in a meeting who can send and receive audio and video and participate by sharing their screen, etc. This person does not have moderator privileges.

Attendee: A viewer of a webinar or live stream who is only able to receive audio and video. This person can not send any audio or video and therefore has no microphone or camera controls. Attendees can use the chat (if enabled) and respond to a poll (if enabled).

Note: It is not currently possible to change the status of a webinar or livestream 'Attendee' to become a 'participant' or 'moderator'. A webinar or livestream attendee can only receive audio and video (see and hear the meeting); they cannot enable their microphone or webcam to be seen or heard in the meeting.

Add a participant to a meeting by calling them.

You must have access to the dial-out feature. Notice that Invite by phone is not available in the screenshot below

As a meeting host, you can call anyone in your meeting room so they can easily join your conference without entering an access code.

How to invite participants while the Online Meeting is in progress.

With the Invite Participants feature, you can instantly bring another participant into the conference as soon as they pop into your head. In the main interface, the session host can add participants.

• Click the "Add participants" button in the toolbar on the bottom right of the conference window
• Select a contact, and the service automatically sends an email invite to them on the spot, so they can hop on the call the moment they're needed.
• Alternatively, you can copy the meeting invite and send it to an external party.

Your Online Meeting Room and Conference Line are always active. As long as a Participant has the call information, including the access code, they can call in at any time. 

How to call out to a participant during a meeting

• Ensure you are connected as the meeting host by logging in to your account before joining the meeting.
  While in a meeting, select the "Add participants" button at the bottom right of the meeting room window.
• Towards the top of the sidebar window that appears, enter the phone number you want to call and the name (optional).
• Select "Call now".
• You will see a message in the meeting room telling you who is being called, with the option to cancel the call.
• Your participant will get a phone call and be prompted to press '1' (one) to join your meeting.
• Once your participant answers and presses '1', they will be connected to the meeting. If someone does not answer, you will see this in the participant list next to their number/name.
• After you have called one person, you can call others to join your meeting. There are no restrictions on how many people you can call to join your meetings

How to change the layout during a meeting?

There are three video call formats for participants to choose from. The default view for all users in most scenarios will be 'Gallery view'. If, as a host, you would like to manage what your viewers see. To switch between the three view modes, click the "Gallery view" button on the right of the top toolbar. 

Gallery view: The view format where all tiles are divided equally on the screen. A maximum of 25 video tiles can be visible at any one time. Left sidebar view: The main speaker or screen share will appear in the center of the main video feed, while other callers are in a sidebar on the left. Drag the left sidebar to the right to view more video tiles, or drag it all the way to the left to see only the main speaker on your display. Bottom bar view: The main speaker appears in the center of the main video feed, while other callers are displayed in a bottom bar. Use the arrow button to hide participant video tiles if you want to focus on the main speaker or content being shared. Page size: If the meeting is in gallery view, you can choose between 9, 16, and 25 video feeds that will be displayed at any one time on the main window, regardless of how many total participants are in the meeting. Show myself: In gallery view, when there are more than 2 participants, you can hide your own video tile by toggling the 'Show myself' switch to the off position. Auto p2p view: If your view is set to ‘Gallery’ and only two participants are present in a meeting, the view will default to show your own tile small in the bottom bar and the other participant large in the main window (Bottom bar view). Once a third participant joins the meeting, the view will automatically switch back to the ‘Gallery’ view.

How Can I Invite Participants To My Screen Sharing Session?

Any conference you hold will allow you or others to share their screen as needed.

START NOW:  If you wish to initiate an on-demand conference via the "Start" button on your account dashboard. Send the other participants your unique URL at the top of your account window. It will look like this, with your designated Access Code at the end: yourbrand.domain.com/conf/call/1234567.

• Click "Copy Details" (or click on the link itself) to copy this to your clipboard.
• Paste this info into a message to send to participants. 

SCHEDULE: Scheduled a conference, and all invitees will receive an email invitation. Participants simply click the "Join online meeting" link from within their email invitation or reminder at the planned start time. As long as invitees join the conference from the internet, rather than dialling in by phone, they'll be able to access the screen sharing functionality.

In the email invitation, there is also a link to run a connection test for participants, so they can verify they have the required software and hardware to join the call via the internet. They only need to click on the link labelled: "Test your device before the call," and a new window will open. Simply follow the instructions.

DURING A CONFERENCE: Using your Online Meeting Room, as the host of the call, you have the option to add participants during an ongoing meeting.

• Open the participant list via the menu on the right.
  Click the invite icon
• Enter the email addresses of the people you want to invite in the pop-up window
• Click "Send Invitations".

How can I have more than one moderator on a Conference?

If you get a warning message that you have been dropped from the conference, it might be because you have opened multiple browser windows on your computer or someone else has connected to your conference while also logged in to your account online. If you need multiple moderators for your conference calls, the following instructions explain how to set them up easily.

VIA WEB Ensure that only one main moderator is logged into your account online. (Note that only one person at any one time can join the online meeting room while also logged into your account online.) All moderators should connect to the conference on their computer or the app. The main moderator opens the participant list via the menu on the right. Click on the name/number of the person/s you want to make a moderator. Select the STAR icon to make them a moderator. Everyone with the STAR beside their name in the participant list will now have access to all moderator controls, regardless of how they join the conference.  Note: You can leave the room, and the meeting will continue. The conference will only end if you select “Hang Up”> “End Call.”   VIA PHONE Share the Moderator Pin with any participant/s you would like to share in the moderation. After calling your dial-in number, enter the moderator PIN instead of the Access Code, then press # There is no limit to the number of people who can connect as a moderator.

Find your moderator PIN at the top of the screen after logging in to your account, or via the 'Dial-in information' button in the center of your account dashboard, under the "Start" and "Schedule" buttons.

How to annotate on your own presentation

• Click "Share" (the up arrow in the bottom toolbar) and select what you want to display:
  • Chrome: Entire screen, Application window or Chrome tab 
  • Firefox: Entire screen or Application window 
  • Safari: Entire screen

• Return to the meeting room window.
• Click the "Annotate" button (pencil icon) in the bottom toolbar.

You will see a preview of what you are sharing in the center of your screen. Clicking "Annotate," the pencil icon, activates a pen tool that lets you mark up the presentation using the tools highlighted on the left of the screen. You can also adjust the preview size using the screen-sharing controls in the top left of the sharing screen.

For the best experience, with two monitors, have the meeting room window on one monitor and your presentation on the other. If you only have one monitor, we recommend using the meeting room window to fill half your screen and your presentation on the other half. Annotation works best with Google Chrome, as you have more options regarding what you want to share and how. With Chrome, you can choose to share only one application or one Chrome tab. If you have multiple monitors, you can also easily choose which one to display on.

How can another participant annotate on your presentation?

• Click "Share" and begin presenting a document as above.
• Participants will see your presentation fill the meeting room screen, as shown in the screenshot above.
• Any other participant can also click "Annotate" in the bottom toolbar to mark up the document, image or presentation that you are sharing.

Save annotated screen share images

To save your annotated images at any time, just click on the "Save" icon in the toolbar, and a PNG file will appear in the chat for you or any of your conference participants to download and use as required.

You will also be able to find any saved screenshots within your account via the "Past" calls section, in the "Public Chat" tab.

Infinity mirror

If you are using just one monitor and share your entire screen/desktop, one weird interaction that is very common with screen sharing is the "infinity mirror" effect. This happens when you share your screen, and your meeting room is visible in the area that you're sharing. This happens because you're sharing an image that's already being shared, which creates an infinite loop. To prevent this, just navigate to the application or browser tab that you want to share and/or minimize the browser window.

Two monitors

Ideally, having two monitors connected to your computer when screen sharing will provide you with the best experience. With this option, you can keep your online meeting room open on one monitor and use the other screen for the content you want to share. This way, you can avoid infinity mirror effects and keep a full-size view of your room open while sharing your screen, making it easy to view others' annotations and mark up the display yourself.

Two windows

If you don't have a second monitor, you can still keep a view of your meeting room open while you screen share. In this scenario, to avoid the infinity mirror, we recommend selecting either the application you want to share or a Chrome tab. Then simply open your meeting room in its own separate browser window and resize it to half or a third of your screen.

How do I start an on-demand conference?

On-demand Teleconference:

1. Copy and share your conference details (dial-in number and access code, or your meeting link) so everyone knows the date/time to join.
2. Host: Call the preferred dial-in number.
3. Enter the Moderator PIN, then press the # key.
4. Participants: Call the preferred dial-in number.
5. Enter the access code, then press the # key.
   1. Use the same call-in details for all future calls.
   2. No need to log in to your account.
   3. Participants can join via web or phone, and will all be connected in the same conference call

On-demand Web Conference:

1. No need to schedule anything online, just copy and share your meeting link, letting everyone know the date/time to join."
2. Host: Login to your account and click "START".
3. Participants: Open the meeting room link in their Chrome Browser OR open their app and enter the meeting access code.
   Use the same link and code for all future calls.
   1. Participants can join via web or phone, and will all be connected in the same conference call

 

How do I start a video or web conference?

TIP: Use a headset whenever possible and conduct a test call in advance.

Web and video conferencing is optimized for: Google Chrome on a computer or Android device, Safari on an iPhone, iPad or Mac (versions 13 and up) and Firefox on a computer or Android device. 

START NOW

1. Log in to your account.
2. Click "START" to start an on-demand conference right away. There will be a drop-down menu on the right-hand side of the button that lets you join without audio or screen sharing.
3. On the next screen, you may be prompted to "allow" your system to access your microphone and camera. Ensure you allow access so you can use all features. On this page, you can check your video and audio settings. You can turn off your camera and/or mute your microphone if you prefer. When you are set, click Join Conference.

The first caller in a video conference will hear hold music. Once at least one other participant arrives, this music will stop, and you will hear each other.

UNIQUE URL

An on-demand video conference call can also be initiated by pasting your unique conference URL into your web browser. If you are not already logged in to your account, you will be prompted to log in when the link opens in your browser.

This link can be found at the top of your account Home page. Simply click on the "Copy call information" button to add this information to your clipboard. You can then paste this into an email or text message to send to participants.

How do I record my conference?

Not all subscriptions will have the recording and transcription features - please check with your account admin.

VIA PHONE:

1. Call the dial-in number
2. Enter your moderator PIN followed by the # key
   (You can find your moderator PIN via 'Dial-in information')
3. Press *9 to begin recording
4. Everyone will hear a message that the call is being recorded
   (This is so that we adhere to privacy and GDPR regulations)
5. Press *9 again to stop/pause the recording at any point
6. The recording will automatically end when your conference ends, and an email with an MP3 download link and playback information will be sent to the host. The same details can be found in your account under "Recordings" in the right-hand menu, as well as under "Past" calls.

Only hosts/moderators can initiate recording. More than one person can use the moderator PIN.

VIA WEB:

1. Make sure you have logged into your account before joining the conference.
2. The recording button is located within the Menu at the bottom of your Online Meeting Room.
3. Choose whether to record audio only or video. By selecting video, your recording will include your video feed, screen sharing, and audio.
4. To start or pause a recording, simply click "Record".

Note: All recorded conference calls are automatically transcribed after each call, so you have a detailed transcript of your meeting. This can be found in your past conferences tab, along with your recordings. 

Recording

1. Download, copy and delete the recording using the Eclipse Menu at the top of the recording page. 
2. Click the play button in the center of the viewer to launch the recording.
3. Use the video controls to move through the recording. 

Meeting Transcription

The meeting transcription appears in the left panel below the recording and provides access to the meeting overview, detailed summary, action items and the ability to download the results of any polls activated in the meeting. In the right panel, you can download the transcript and review the attendees and the chat content. 

How to resend conference invitations/send reminder emails?

Conference email invitations are sent to participants immediately after scheduling a conference online, and reminders are sent 15 minutes prior to the scheduled start time of your meeting. 

If you wish to have the invitation emails resent or to manually send a reminder email at your chosen time, you can do so online from your account by editing the subject line of your meeting. The steps below explain how to resend email invitations or send manual reminder emails for an upcoming conference. 

1. Log in to your account
2. Click on "View all Upcoming" on the right-hand side of your main dashboard.
3. Find the upcoming conference you would like to (re)send invitations/reminders for and click "Edit."
4. Edit the title of your Upcoming conference ( i.e. by adding "Resend" or "Reminder" to the title).
5. If no other details are changing, proceed by hitting the "Next" button in the lower right corner of each screen until you arrive at "Summary."
6. Review the conference details to ensure everything is still correct, then click "Schedule" to send the invitation/reminder email. 

How do I edit my scheduled call?

Once logged into your account online, click "View all Upcoming" on the right-hand side of your account home page. You will see a list of all your future calls. Click "Edit" under the call you wish to modify. Then simply proceed as you did when booking the call.
 

• Modify the date, time and length you wish to schedule your call for. You can also schedule a recurring call at this point by clicking "Set to repeat." You also have the option to enter a subject and agenda for your conference call in the relevant box at the top of this section. Security and time zone settings can also be changed on this page. Then click on "Next".
• On the "Invite People" window, you can choose to select the contact details of people you want to send an invitation to. Click the "Add" button next to any contacts you already have in your address book, or you can type or paste an email address in the field at the top to send new invitations to them. You can also remove participants by clicking "Remove" next to the relevant contact; they will then receive a cancellation email.
• Clicking "Next" takes you to a page where you can add more dial-in numbers to your invitation. If you don't need to add more numbers, just click on "Next."
• The final page will show a summary of your call details and preferences. If you want to change anything, just click on "Back". Once you are happy that everything is correct, simply click on "Schedule".
•  An updated email invitation will be sent to you and your participants with all call details and dial-in numbers.
• Fifteen minutes before the call begins, you and your participants will also receive reminder emails. 

How and when to use your moderator PIN?

When joining a call by phone, you need to enter either an access code or a moderator PIN. If you want to use your phone keypad to access moderator controls, just enter the moderator PIN instead of the access code.

The moderator pin is reserved for the account holder or those in charge of hosting or moderating the call via phone (you can have more than one host/moderator on a call). After entering your moderator pin, you will gain access to the moderator controls, where you can mute others, initiate recording (for those with upgraded packages), and more using your telephone keypad.

Additionally, you will need the moderator PIN to open a phone conference call if the Waiting Room is enabled.

*To join a conference as a moderator via the internet, the moderator PIN is NOT REQUIRED. Just ensure you are logged in to your account, then join as you usually would in your browser or app. 

Only one person can join the online meeting room at a time while logged into your account. 

TIP: You do not need to enter a moderator pin to start a call; you can also start a call with the access code if the Waiting Room feature is not active and the call is set to "Conversation" mode by default.

Dashboard view settings?

VIDEO FOCUSED DASHBOARD

Designed for hosts who have most of their participants connect via the web for video conferences, or who have a mix of telephone and video conferences.

• When you log in to your account, you will see your meeting link in the centre of the page. Just click on it to copy and share with attendees.
• Easily change the image others see in the meeting when your video is off by clicking on the avatar icon at the top of the page.
• Access the most important actions: "Start" (start or join a meeting), "Schedule" (book a meeting for later and invite others), "Join" (easily connect to another user's meeting with just their access code).
• See all meetings scheduled for today.
• Attendees can also join your video meetings via dial-in if needed, and you can still opt to hold an audio-only conference whenever you like.

AUDIO FOCUSED DASHBOARD

Designed for hosts who have most of their participants connect via dial-in number and rarely hold video meetings.

• When you log in to your account, you will see your dial-in number and access code through "View audio conferencing details". From there, easily copy and share with meeting attendees.
• To manage your conference from any device, click the computer icon to join without the computer audio connected. You'll be able to mute/unmute others, see who is joining, initiate recording, and more.

• Attendees can also join your audio conferences online if needed, and you can still opt to hold a video-only meeting whenever you like.

How to switch between multiple microphones or webcams?

If your device has multiple microphones and cameras attached, there is a simple way to switch between them.

1. On the bottom bar of the online meeting room, click on "More" on the left
2. When the menu appears, please click on Settings.

How do I turn Announcements on or off?

By choosing the “chimes” setting, you will hear a short beeping noise when any participant enters and exits the call. By choosing "name", you will hear whatever the participant has recorded when prompted before entering the call. Disable chimes on your phone keypad during a meeting by pressing *8.

For Hosts:

Hosts can adjust the entry and exit notification settings for their own account as follows.

• Log in to your account and select "Settings" from the top toolbar
• Go to "Chimes & name announce" in the left-hand menu
• Toggle the desired settings on/off
• Select "Save."

It is important to note that changing these settings on the fly during a live call will not impact that call. Any settings changes will take effect as of the next conference call associated with those access codes.

Why am I hearing hold music in my conference?

There are two main reasons you might hear hold music during your conference call, and one less common reason.

1. You have the Waiting Room feature active.

When the Waiting Room is turned on, all participants will hear hold music, and the call won't begin until someone joins your meeting as a moderator. This means that someone must call in using their moderator PIN, or the meeting organizer must be logged in to their account before joining via the internet. If you don't need the Waiting Room active, you can easily turn it off for future calls in the 'Settings' section of your account.

2. There is only one person on the conference call.

With any conference call, the first participant will always hear hold music. Even if the moderator calls in first, the music will play until at least one other participant joins the meeting. If you prefer, there is no hold music when only one participant is on the line; you can turn this off in the 'Settings' section of your account under 'chimes & name announce'.

3. There is a participant who has call waiting or perhaps has hooked their line.

On rare occasions, a participant may receive another call on their phone and place the conference line on hold. This means their own hold music will play for all participants. This is easy to fix while a call is in progress. Just press *7 as a moderator to mute everyone. Then have the individuals who need to speak press *6 to unmute their own lines. You can also mute the caller, which can cause interference in the online meeting room.