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Welcome to the Support Centre

The Redback Team
The Redback Team , 15th August 2018

Terms & Conditions

IMPORTANT: This Agreement is between an individual or legal entity (Customer) and Redback Conferencing Pty Ltd (Provider) in relation to all services offered by the Provider, including all Managed Services. Service Description This Agreement governs the use of services offered by the Provider - audio, web and video conferencing (collaboration services) along with all Managed Services representing Webcasts, Webinars, Video Production, Managed Teleconferencing and Managed Video Conferencing. The Provider may amend the features available within these services without notice. The Customer agrees the Providers ability to offer services is conditional upon the Customer providing all the required information within the timeframes stated. Where Managed Services are offered, the Customer acknowledges that local access such as internet may limit our ability to fulfil these services. Charges & Payments The Provider will invoice the Customer electronically within three business days for all charges incurred within the previous calendar month for all day to day collaboration services and manual charges. For all Managed Services, a split payment is required of 50% to be invoiced the following month of confirmation and 50% to be invoiced the following month for completing the service. Customer agrees to make payment for these services upon receipt of invoice by the due date stated on the invoice. Customer must notify the Provider of any disputed charges within 30 days of the invoice issued. Where payment is not made within a reasonable timeframe, the Provider reserves the right to suspend all or part of the services offered, including the suspension of any branded services until all charges have been settled. Privacy & Data Use The Provider understands the importance of protecting your information and places a high value on your right to privacy. All employees sign Confidentiality and Non-Disclosure Agreements and must abide by them as terms of their continued employment. Further, the Provider will ensure that all third parties engaged by the Provider are subject to the same, or similar, confidentiality and non-disclosure obligations. Unless obligated by law, the Provider will not disclose your information to anyone outside of our organisation without your permission. The Provider collect and use that information only for the purposes for which it was provided. In the case of Managed Services, Customers providing us with registration data confirm that individuals as listed have opted to receive e-marketing on your company’s behalf, and the Provider accept no liability should this not be the case. Any information collected by the Provider will remain the sole intellectual property of the client and will not be used for any marketing purposes for the provider. Copyright in all materials created pursuant to this Agreement shall, upon full payment of the amount specified in the Job Details section of this Agreement, vest unconditionally in the Customer. Limited Warranty The Provider assumes no responsibility for circumstances beyond our control such as power, telephone or internet failures or malfunction of systems provided by others. IN ALL CASES, the Provider’s liability is limited to the value of the services offered under this quotation. In no event shall the Provider be liable for special, indirect or consequential damages. Managed Services Final copies of presentation material must be provided at least 24 hours prior to event in PowerPoint format. Prezi and Keynote are not supported, PowerPoint must not contain video or audio files, slide timings, or animation. Any video or audio must be provided as separate files. If presentation is not supplied within the given timeframe, the Provider is unable to guarantee that all slides will be rendered correctly and ready for the live event. Final copies of videos to be played during the event must be provided four (4) business days before an event. If more than five (5) videos are provided, a charge of $50 will be charged per additional video. Video must be provided in WMV, MP4 or AVI format only. The Provider does not accept DVDs and accept no responsibility for copyright infringement. A confirmation and email reminder are included in all Digital Event packages, with the full package available at an additional charge. A minimum of two (2) business days is required to complete all e-marketing. Two amendments to e-marketing are included as standard, additional amendments may incur additional charges. The Provider accepts no liability for any spelling or grammar errors where content has been provided by the Customer. Where content is not provided within the stated timeframes, a last-minute surcharge of $250.00 may apply. The reports and resources listed below are available within your Account Management Portal the following business day from your live event. In the event this information is not available, The Provider’s staff will send these via email to the event organiser. Registration and attendance report. Transcript of all chat. Poll report In Room Survey report Post event survey report (if arranged by the Provider) Questions submitted Any delivery that is outside of standard business hours (Monday-Friday 7am-8pm excluding public holiday) will be subject to an out of hours’ surcharge. As standard, all webcast content is hosted for 12 months included in the Managed Service. Should additional hosting be required, this must be requested a minimum of 5 days prior to expiry and will incur an additional charge of $250. All expired content will be permanently deleted unless renewed. All raw content is deleted after 30 days’ post expiration. Where the Provider offers a payment collection service, you will be sent a remittance at month end detailing the total registration fees (including GST) that the Provider has collected on your behalf. This will be paid to your nominated account by the 2nd Wednesday of that month. Since the Provider is acting as an intermediary agent between you and your participants, the Provider does not provide attendee tax invoices or remit the GST collected on your behalf. PayPal does provide your attendees with a receipt of payment but not a tax invoice. The Registration Fees and PayPal processing fees will be billed to you directly from the Provider as a line item on your regular monthly Redback invoice. Prices quoted are an estimate only as there can be external factors that may cause the quoted price to change. There will be no price increase without the client's prior approval. Factors that may create a price increase include additional lighting, additional testing, additional audio equipment, venue charges from the Customers chosen venue, usage of teleconferencing as an audio backup for participants with device related sound issues, late delivery and/or alterations to any presentation materials, post production video editing beyond traditional trimming of start and end, and captioning or transcription services. Cancellation & Postponement Policy: Cancellations with less than five (5) business days prior to the Managed Service incur a charge equal to 100%. Cancellation with more than five (5) business days but less than ten (10) incur a charge equal to 50% of the approved total quote. Where more than ten (10) business days noticed has been provided, no charge is applied other than any fixed cost from 3rd party providers. Postponements with less than 72 hours’ notice will incur a charge of 50% of approved quote. Postponed Managed Services must be delivered within 3 months from the original date of the Managed Service. If the Customer fails to reschedule the Managed Service within three (3) months of the original date of delivery the Provider will retain the initial invoice of 50% for services rendered. In all cases where marketing has been created by the Provider, a minimum charge of $200 will be applied, along with any third-party costs incurred to also be charged in full. Collaboration Services For all cancellations of Collaboration Services, including licensed services, the Provider requires a written request 30 days prior to termination of service. Video Conference Community Licence Overage Fee If you exceed the number of concurrent licenses in use at one time, you will be billed for one individual license + a 25% premium for each concurrent license used in excess of your agreement. This fee is applied only during the month that it is applicable. Teleconferencing, Web Conferencing, Video Conferencing and Video on Demand Branding If you have subscribed to a branded service, an annual Branding License Fee of $250.00 ex GST will be applied to your account on January 1st of each calendar year. 30 days written cancellation is required to cancel your Branding agreement with Redback Conferencing. Service Levels Email – 4-hour response (Monday-Friday 8.30am-6.00pm) Phone – 95% calls answered within 30 seconds Tele/Web/Video Service Platform Uptime – 99.99% Webcast Platform Uptime – 99.99% Webinar Webinar Follow Up (Managed) – 2 business days E-Marketing Creation (Managed) – 1 business day once the Provider receives complete content Webcast Webcast Archive – 2 business days E-Marketing Creation – 1 business day once the Provider receives complete content

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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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