Welcome to the Support Centre

Topo Kristyono
Topo Kristyono, 5th June 2018

Using WebCall

WebCall is a web-based utility which allows anyone to participate in a conference call by simply using a Chrome or Firefox browser with a computer headset. There's no separate software program to download or install, and no registration required. WebCall uses an emerging technology called WebRTC that enables real-time communications over the Internet. WebRTC is enabled in the current versions of Chrome, Firefox, Opera and Chrome on Android. Since WebRTC is not supported in either Internet Explorer or Safari, WebCall is not available through those browsers. Also, WebRTC is not enabled in Apple iOS, so WebCall will not work on iPhones or iPads. HD Audio Quality.  WebCall delivers HD Audio (using the Opus codec), providing a crisp high quality audio experience using your computer. Best of all, WebCall works wherever you have an Internet connection, so whether in your office or in a hotel room half-way around the world, WebCall provides easy access to your conference calls. Accessing WebCall.  There are two methods for accessing WebCall. (These methods may not be available to all users. Contact customer support for more information.) The Host Control Panel may display a small WebCall button near the top right corner, which allows you to instantly connect as a Host. There is also a standalone version of WebCall, which allows either host or non-hosts to join conference calls, requiring the user to enter the Conference ID. Using WebCall via the Host Control Panel Clicking on the WebCall button will prompt for a Name and Email, and pressing the Call will automatically connect you into the conference bridge as a host, displaying a small status panel in the upper right corner, as shown below: If you see the message “Listen Only Mode”, this indicates that you are not using a secure https: connection, and no audio is being sent from your microphone into the conference. You need to re-enter the control panel web address using the https:// prefix (instead of http://). WebCall Requirements 1.  High-Speed Internet Connection Some mobile data connections may not deliver acceptable audio performance. In order to transmit audio from your microphone, a secure connection (https:) connection is required, and you need to allow your browser to access the microphone. 2.  Headset or Earbuds with Mic Built-in laptop microphones and speakers may introduce disruptive noise and echo into the conference call. While WebCall incorporates noise suppression and echo cancellation technology, for best performance you should use a headset or earbuds. 3.  Chrome, Firefox or Opera Browser WebCall uses the WebRTC technology built into newer versions of the Chrome, Firefox, and Opera web browsers. Neither Apple nor Microsoft presently support WebRTC, so WebCall will not work with Internet Explorer, Safari, or any Apple iOS device. Click here for a comprehensive guide

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Peter Matsumoto
Peter Matsumoto, 5th June 2018

Managing a Question and Answer Session

You can easily manage a question and answer session during your conference calls by using the *1 Raise Your Hand keypad command in conjunction with the Host Control Panel. Callers who “raise their hands” are entered into a queue in chronological order, allowing the host to call on each in succession, un-muting one caller at a time to ask a question. This provides an orderly process for participants to comment or ask questions. When used with the Presentation Conference Mode (where all non-Hosts are muted), this gives a Host full control over speaking privileges. Using the Raise Your Hand Feature To use this feature, at least one person needs to be logged into the Host Control Panel, since the effect of pressing the star-one (*1) Raise Your Hand command is to provide a visible indicator in the Host Control Panel. For maximum host control, the conference should be placed in Presentation Mode, which mutes all non-Hosts (you can have multiple Hosts if necessary). To begin the Q&A session, tell callers to press star-one on their keypad if they want to ask a question. They can “lower” their hand by pressing *1 a second time, if their question has already been answered. When at least one hand is raised, an action panel is displayed above the caller list in the Host Control Panel, as shown below. The action panel at the top indicates that three participants have raised hands, and the drop-down selection box lists the three callers. Since Sally is at the top of the queue, her name is displayed in the selection box. In the active callers table, you see the hand-raised icon on the right column. The number next to the icon indicates that caller's position in the queue. At this point in the conference, you can see that all callers expect the Host are muted (checkbox in the Muted column). There are three action buttons to the right of selection box at the top next to Sally's name and Caller ID number: Select - Clicking on this box will "select" Sally and un-mute her line. Sally will hear a private announcement "Line un-muted" when this button is pressed. The host should wait two seconds prior to soliciting her question, since Sally will be hearing the "line un-muted" announcement. Skip - This will bypass Sally, and play a private announcement to hear, "your hand has been lowered". This will also remove Sally from the queue. This doesn't prevent Sally from re-entering the queue by pressing *1 again, though she would be placed at the bottom of the queue. Skip All - This "lowers" all the remaining hands in the queue. All participants with raised hands will hear, "your hand has been lowered". You have the option of picking a specific caller (that is, bypass the chronological order) by selecting a different caller in the drop-down selection box at that top (click in the selection box displaying Sally's name, then select a different person from the list). Alternatively, you can click on the Raised Hand icon on the right column of the caller list table. Clicking on the icon gives you the choice of selecting that caller (which un-mutes that caller) or skipping that caller (i.e. lowering the hand). Note that you can click on the Hands column header to sort the active caller table by the Raised Hand order. Clicking on the Select button next to Sally's name would display the following screen: Sally's line is now un-muted, as indicated in the caller list – the Muted box is now unchecked. Sally has been alerted by our system that she has been called upon, because she heard a private "line un-muted" announcement. Note that the Caller ID name is not necessarily accurate. For instance, it may display the name of another member in the caller's household. Sally's line will be un-muted and you can now solicit Sally's question. Once she has asked the question, you have the following options for Sally's line: Mute - This mutes Sally's line, without un-muting the next caller in the Raised Hand queue. She will hear a "line muted" announcement. She remains “selected” and the Mute label will switch to un-mute. Done - This mutes Sally's line and “lowers” her hand, without un-muting the next caller in the Raised Hand queue. Return - This mutes Sally's line and returns her to the Raised Hand queue in the same position, without un-muting the next caller in the Raised Hand queue. In this particular case, clicking the Return button would put Sally back to the front of the queue. The most common action would be to be click on the "Select" button to the right of Robert's name in the selection box. This would mute Sally's line, and “lower” her hand (i.e. remove Sally from the Raised Hand queue) and un-mute Robert. The screen will then change as follows: After finishing with Robert and selecting Larry (the last caller in the queue), the following screen will be displayed. Note that the selection box disappears (there are no other callers remaining the queue). When finishing with Larry, you would press the "Done" button, which would mute his line and remove the final hand icon from the caller list table. After clicking the "Done" button for the Larry, the Raised Hand action box will disappear, returning the screen to its original state. Additional Information Using the Raised Hand Icons - Instead of managing the session via the action panel near the top, you can click on the individual icons displayed in the caller table in the right-most column. When you click on an icon, you will get a pop-up box allowing you to Select or Skip that caller. You can click on the Hands column heading to sort the callers by the Raised Hand queue order, bringing the raised hands to the top of the caller list. Other Conference Modes - The Raised Hand features are designed to work best in Presentation Mode. If the conference is in Conversation Mode, callers are already un-muted, and “selecting” a raised hand doesn't change the mute status of any participant. It is recommended that you switch the conference into Presentation Mode before initiating a Q&A session using the Raise Hand feature.  Click here for a comprehensive guide

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Todd Barnsley
Todd Barnsley, 25th January 2018

Using the iBridge | Video Tutorial

Ever joined a web conference or webinar and experienced difficulty hearing via the microphone on your computer? Learn how this feature helps! ✓ Enjoy better audio quality ✓ The choice to present via phone or VoIP ✓ Ensure your codes are set to Presentation Mode

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Michael Harris
Michael Harris, 25th January 2018

Uploading Slides/Presentations to the Redback Platform | Video Tutorial

PowerPoint presentations are one of the most popular and effective ways to communicate with your online audience. Let’s take a closer look at how to upload and navigate your presentations. ✓ Upload your slide deck ✓ Activate thumbnails and nails ✓ Do’s and Don’t’s 

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Bianca Perillo
Bianca Perillo, 25th January 2018

The Video Player in the Redback Platform | Web Conferencing Video Tutorials

Learn how to use the video player in the Redback web conferencing platform! Increase engagement with the use of videos in your next online event. Upload your videos, stream directly from YouTube or use your webcam to instantly record! ✓ The three ways to play ✓ Acceptable formats ✓ Saving your videos to your moderator code

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Jeff Porter-Dening
Jeff Porter-Dening, 25th January 2018

The Chat Box Feature in the Redback Platform | Video Tutorial

Learn how to use the chat box feature in the Redback web conferencing platform with this quick video tutorial. For large events it’s a good idea to mute audio lines and have your participants communicate through the chat box. It’s interactive, engaging and as you’ll see, incredibly easy to use! ✓ Customise the look and feel ✓ Privatise and send personal messages ✓ Send blast announcements

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Luke Eagles
Luke Eagles, 25th January 2018

The Auto Pilot Recorder in the Redback Platform | Web Conferencing Video Tutorials

Allow your participants to watch your content on-demand through recording your online event at the click of a button. ✓ Easy to enable within your event ✓ Download from your Account Management Portal ✓ Available in mp4. format

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Kelly Cooper
Kelly Cooper, 25th January 2018

Sharing Your Desktop on the Redback Platform | Video Tutorial

Desktop Sharing allows you to share your screen in live time with anyone within your web conference. Share websites, documents or software applications instantly! ✓ Download the software application ✓ How to share with dual monitors ✓ Share applications, web pages and more!

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Isaac Hananiah
Isaac Hananiah, 25th January 2018

Customising Your Interface and Layout in the Redback Platform | Video Tutorial

Each online event is different so why shouldn’t you be able to do it your way? Daniel will walk you through how to customise your online web conferencing interface and layout to suit each online meeting you hold. ✓ Resize your panels ✓ Move or collapse your chat window ✓ Remove Media Modules

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Guy Gilead
Guy Gilead, 25th January 2018

Creating In-Room Surveys in the Redback Platform | Video Tutorial

Capture instantaneous feedback from your virtual attendees! Learn how to create, save and report on your interactive in-room surveys from within the web conferencing platform. ✓ Create your questions with various fields ✓ Save to your moderator codes ✓  Activate them from within your Layout Manager

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Renan Laroza
Renan Laroza, 25th January 2018

Activating Webcams in the Redback Platform | Video Tutorial

Webcams are a great way to engage your audience. They can appear alongside your presentation or within their own window. Activating them is easy in the web conferencing platform– let’s find out how. ✓ Activate for you and your presenters ✓ Add captions over talking heads ✓ Best practices

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Jordan Demagante
Jordan Demagante, 25th January 2018

Room Layouts | Redback Web Conferencing Platform

Layout Options in the Redback Web Conferencing Room As a moderator, you have the option to change the layout of your web conferencing room. This can be changed from directly within your room. Please note: once you end your web conference your room will default to the standard room layout as seen on page 7 Option #1 Media Modules and Live Video  Use the L/R Tab to choose whether you want to display the left or right screen. As a default, your room is setup to display L and R.   Option #2 Media Modules Only   If you are not using webcams and you would like your PowerPoint (or any other media) to take up the full portion of your screen, select L from the L/R tab.   Option #3 Live Video Only  If you are not using any media modules and you would like your webcams to take up the full portion of your screen, select R from the L/R tab.   Option #4 Choose Your Own Layout!   All moderators are able to configure their room layout to suit each online meeting. Please note: once you end your web conference your room will default to the standard room layout as seen on page 7 unless you select Make Changes Permanent. 1. Click on the settings cogwheel 2. Select Open Layout Manager in the Settings and Options Panel 3. Choose your own layout! Please note: All changes made are specific to your moderator code. Ensure you select Make Changes Permanent if you wish for them to remain as your default setting. Click here to view Web Conferencing Video Tutorials Click here to view all Basic User Guides Click here to view System Requirements Click here to view Required Ports and IP's

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