YOU’VE GOT QUESTIONS.
We’ve got answers.

Attending a Meeting, Webinar or Class
Q:
How do I join a meeting, webinar or class from a Mac or PC?

Joining is easy and just takes a few seconds:

Simply click the link in the invitation. You’ll proceed to your session immediately. Just remember to register first if attending a webinar or class. (The registration link is in the invitation email.)

Alternatively, if you have the session ID but don’t have easy access to the direct link:
For a meeting, go to www.joingotomeeting.com.
For a webinar, go to www.joinwebinar.com.
For a class, go to www.jointraining.com.

Once there, type or paste the ID provided by the organizer. Click Yes or Always (or Trust on a Mac) if prompted to accept the download. You will enter the session.

Q:
How do I join a meeting, webinar or class from a mobile device?

With very little effort!

First, download the free GoToMeeting app on the App Store, Google Play or Windows store. Don’t worry, the app works for GoToMeeting, GoToWebinar and GoToTraining.

Once installed, it’s much like joining from a computer. Simply click the link in your invitation email or open the app and enter the session ID.

Q:
Do I need a GoToMeeting, GoToWebinar or GoToTraining account to attend a session?

Absolutely not – we want everyone to be able to attend.

Q:
What are the system requirements to attend a GoToMeeting, GoToWebinar or GoToTraining session?

On a PC:

· Internet Explorer 7.0, Mozilla Firefox 4.0, Google Chrome 5.0 (JavaScript enabled) or the latest version of each web browser

· Windows 8, 7, Vista, XP or 2003 Server

· Cable modem, DSL or better Internet connection (700 Kbps or faster for HDFaces video conferencing)

· Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)

 

On a Mac:

· Safari 3.0, Firefox 4.0, Google Chrome 5.0 (JavaScript enabled) or the latest version of each web browser

· Mac OS X 10.6 – Snow Leopard or newer

· Cable modem, DSL or better Internet connection (700 Kbps or faster for HDFaces video conferencing)

· Intel processor (1GB of RAM or better recommended)

· Participants wishing to connect to audio using VoIP will need a fast Internet connection, a microphone and speakers. (A USB headset is recommended.)

 

On an iPad, iPhone, Android or Windows mobile device:

· Free GoToMeeting app from the App Store, Google Play or Windows Store

· WiFi connection recommended for VoIP audio

Q:
Can I view a session in full-screen format?

Yes. On the top of the control panel, click the View Menu button and select the Full Screen option. Or, on the tab on the side of the control panel you can click the View button to toggle between Full Screen and Window viewing. For an illustrated explanation, consult User Help.

System Requirements & Purchasing
Q:
What are the system requirements for running GoToMeeting, GoToWebinar or GoToTraining?

To organize or attend an online meeting, webinar or class, the following is required:

 

For PC-based participants:

· Internet Explorer 7.0, Mozilla Firefox 4.0, Google Chrome 5.0 (JavaScript enabled) or the latest version of each web browser

· Windows 8, 7, Vista, XP or 2003 Server

· Cable modem, DSL, or better Internet connection

· Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)

 

For Mac-based participants:

· Safari 3.0, Firefox 4.0, Google Chrome 5.0 (JavaScript enabled) or the latest version of each web browser

· Mac OS X 10.6 – Snow Leopard or newer

· Intel processor (1GB of RAM or better recommended)

· Cable modem, DSL or better Internet connection

 

Participants wishing to connect to audio using VoIP will need a fast Internet connection, a microphone and speakers. (A USB headset is recommended.)

 

Participants using GoToMeeting with HDFaces will need at least 700 Kbps of Internet bandwidth and a dual-core 1.6GHz CPU with 2 GB of RAM.

 

For attendees with the GoToMeeting app for iPad, iPhone, Android or Windows mobile devices:

· Free GoToMeeting app from the App Store or Google Play

· WiFi connection recommended for VoIP audio

· At this time attendees on a Windows mobile device can only join GoToMeeting sessions

 

To record a meeting, webinar or training session, the following is required:

· Windows Media Player Version 9.0 or newer to record on PCs

· Mac OS X 10.6 (Snow Leopard) or higher to record on Macs

· Minimum of 800 x 600 Super VGA (1024 x 768 or higher screen resolution recommended)

· Fast Internet connection

· 1 GB of hard disk space (recommended)

· Microphone and speakers (if using for audio)

· Sound card (if using your computer's microphone and speakers for audio)

· Telephone attachment device (if using a telephone for audio)

 

*HDFaces video will not be recorded.

 

Q:
How are GoToMeeting, GoToWebinar and GoToTraining different from each other?

Although each product offers the same powerful online screen-sharing features and ease of use, there are important differences:

GoToMeeting: Easily hold unlimited instant online presentations, demonstrations, meetings or brainstorming sessions. Try it free now.

GoToWebinar: Hold unlimited online events with up to 1,000 attendees, giving you instant global reach for your marketing and communication messages. Try it free now.

GoToTraining: Reach up to 200 learners anywhere with none of the costs or travel associated with a physical classroom. GoToTraining comes complete with content library, tests and even payment processing. Try it free now.

For more information, see our Product Comparison.

Q:
How are GoToMeeting, GoToWebinar and GoToTraining different from competing products?

Our products are built to help you make connections with people regardless of the distance between you – in the simplest manner possible.

 

· Easier to use: Simple and intuitive design makes it possible for you to hold online meetings, webinars and training without expensive consultants. It's also easy for first-time attendees to join.

· Flat-fee pricing: Unlimited use of web conferencing, phone/VoIP conferencing and HD video conferencing make these the most cost-effective solutions available.

· Professional security and reliability: True end-to-end encryption and password-protected registration capability for webinars and training sessions.

· Faster deployment: The quickest solutions to deploy and manage.

· Increased productivity: Because of the convenience and ease-of-use, more people in your organization will use these tools more frequently, resulting in increased productivity, decreased costs and more revenue opportunities.

Q:
Can I host or attend a meeting, webinar or class using a Mac?

You sure can – as long as your Mac meets the system requirement below:

· Safari 3.0, Firefox 4.0, Google Chrome 5.0 (JavaScript enabled) or the latest version of each web browser

· Mac OS X 10.6 – Snow Leopard or newer

· Intel processor (1GB of RAM or better recommended)

· Cable modem, DSL, or better Internet connection


Q:
Can I use GoToMeeting, GoToWebinar and GoToTraining on my mobile device?

GoToMeeting account holders can use the free app to start an instant or already-scheduled meeting from an iPhone, iPad, Android device or Windows mobile device and present content from an iPad.

And anyone can use the free apps to attend meetings, webinars and classes directly from an iPad, iPhone, Android device or Windows mobile device.

 

You cannot start GoToWebinar and GoToTraining sessions using the GoToMeeting app, however.

 

Download the apps free on the App Store, Google Play and the Windows Mobile Store.

Q:
How do I purchase GoToMeeting, GoToWebinar or GoToTraining?

You can buy or sign up for a free trial of GoToMeeting, GoToWebinar or GoToTraining online. Just click the appropriate link below:

 

Try GoToMeeting         Buy GoToMeeting

Try GoToWebinar         Buy GoToWebinar

Try GoToTraining         Buy GoToTraining

 

Note that both GoToWebinar and GoToTraining come with GoToMeeting at no additional charge.

 

Once you have purchased, you can change your plan between monthly or annual payments or switch from one product to another at any time by logging in to your account, clicking My Account in the left navigation bar, then Plan Selection.

Q:
Can I buy all three products as a package?

Yes – if you have a need for online meetings, webinars and training, you can buy all three products online as a package.

 

You must first try or buy one of the products. Once you have an account, log in to your account and click My Account in the top navigation bar, then select Change Plan or Subscribe After Trial. There you can switch to the collaboration portfolio that gives you access to all three products – GoToWebinar, GoToTraining and GoToMeeting.

 

You can also contact sales about purchasing an account for multiple users. You can equip users with any combination of GoToMeeting, GoToWebinar or GoToTraining, including all three products.

Q:
Is there a cost for using the built-in audio feature?

GoToMeeting, GoToWebinar and GoToTraining include unlimited audio at no extra cost to you. Choose between the provided toll-based phone conferencing and VoIP options. You also have the choice of providing your own audio options.

 

If you would like to provide your attendees with a toll-free option, you can purchase OpenVoice Integrated toll-free service with numbers for over 50 countries. Call 1 888 646 0014 to purchase or ask any questions.

 

Our built-in audio options provide a phone number and meeting ID that can be dialed by all meeting participants. If you choose a toll-based phone number, participants are then charged their standard long-distance rate for calling, just as if they made a regular long-distance call. If you purchase OpenVoice Integrated toll-free service, your participants will be able to make a toll-free call, and you will be charged according to the plan that you select.

 

You and your attendees can also talk free of charge by choosing the Mic and Speakers VoIP option. It enables meeting participants to transmit and receive audio over the Internet at no cost to them using a microphone and speakers connected to their computers. (A USB headset is recommended for those speaking.)

 

For more information, read our Frequently Asked Questions about Using Audio below.

Q:
Is there a toll-free option for audio conferencing? How do I sign up?

Yes! With OpenVoice Integrated toll-free service, you can add a toll-free phone line to the built-in VoIP and toll-based options.

 

By not having to use toll-free exclusively, you can save money while still having the option of attracting attendees who do not want to pay for long-distance calling. If you would like to purchase the toll-free addition with numbers for over 50 countries, or if you have questions about OpenVoice Integrated, feel free to call 1 888 646 0014.

Q:
Does GoToMeeting include video conferencing, and does it cost anything?

Yes, GoToMeeting includes HDFaces high-definition video conferencing at no additional cost. Anyone with an Internet connection and a webcam can use HDFaces in GoToMeeting sessions.

 

You can start sharing video with a single click; our Multistream HD technology provides up to 6 video streams at a resolution of 640p x 480p each, for a total maximum resolution of 1920p x 960p. You can combine video conferencing with a shared document, presentation or application on the same screen.

HDFaces automatically adjusts to the available bandwidth and hardware resources of each participant to provide the best-possible user experience, and video layout can be adapted to virtually any PC or Mac monitor and projection configuration. Most HD-capable webcams will support HDFaces.

Q:
I want to hold one webinar. Can I pay per use?

No, but you can purchase a GoToWebinar monthly plan and deactivate your plan after the first month. This gives you time to practice with your colleagues and generate registration reports to get to know your attendees in advance. You will also be able to create polls and a survey, plus generate attendee reports after your webinar is over.

 

You will have to turn the auto-renew feature off if you just need GoToWebinar for one month. To do so, log in and go to the My Account page, then select Turn Off Renewal anytime before the renewal date. You will still have service up until the end of your current billing cycle.

Q:
How do I change my single-organizer account to accommodate multiple organizers?

Current customers can log in to their account and click My Account, then select Plan Selection or Change Plan to accommodate up to 39 organizers. For 40 or more organizers, contact sales toll-free at 1 888 646 0014 or through one of our worldwide offices.

Q:
What payment types do you accept? Can I submit a purchase order?

Accounts with up to 30 organizers can be purchased online using a credit card. We accept Visa, MasterCard, Discover and American Express.

 

If you’d rather purchase through our sales team or want to have 40 or more users on your account, we accept several payment types, including purchase orders. For more information, contact sales toll-free at 1 888 646 0014 or through one of our worldwide offices.

Holding an Online Meeting
Q:
What can I do with GoToMeeting?

With GoToMeeting, you can deliver presentations, perform product demonstrations, brainstorm with colleagues and securely share confidential information online from anywhere at any time. Your meetings can be one-to-one, or you can meet with multiple people at once.

 

Presentations: Give a slideshow to your online audience and reduce travel costs.

Demonstrations: Show prospects how your product works by inviting them to view a demo in real time, whether they are across town or a thousand miles away.

Work together: Meet with others online to share, discuss and edit any document. Transfer presentation controls to other attendees.

Q:
How do I start using GoToMeeting?

Simply register for your free trial now. After the quick automatic setup is completed, you can immediately begin using it.

Q:
Do I have to be at my computer to hold a meeting?

That wouldn't be very convenient, would it?

No, you can hold a meeting from any computer – or even a mobile device – as long as it has Internet access. Just log in with your account email and password at www.gotomeeting.com.

 

Hold a scheduled meeting: Your scheduled meetings will be listed under My Meetings – just click the Start Meeting button next to the meeting you want to start.

Hold an instant meeting: Click the Host a Meeting button, then choose the Meet Now button. Your meeting will start immediately. To invite people to your meeting, click the Invite Others button in the control panel. A window will open with instructions for joining that you can email, instant message or tell your attendees over the phone.

To schedule a meeting: Click the Host a Meeting button, then choose the Schedule Meeting button. Fill out the meeting information and click the Schedule button. A meeting invitation email will launch automatically.

Q:
How do I start an impromptu meeting?

On a PC

There are several ways to start a one-click impromptu meeting:

· Double-click the GoToMeeting system tray icon.

· Click the Meet Now button integrated into Microsoft Outlook and various instant-messaging applications.

· Scheduled meetings can be started with one click from the My Meetings web page after logging in to the GoToMeeting website.

 

On a Mac

Just click the GoToMeeting icon in the dock and then click the Meet Now button.

 

Your meeting will start and the GoToMeeting organizer control panel will appear on the right side of your desktop.

Q:
How do I schedule a meeting?

On a PC

To schedule a meeting in advance, right-click the GoToMeeting system tray icon on the bottom-right corner of your screen, select Schedule a Meeting... and log in by entering your account information and clicking the Log In button. Then, on the Schedule Meeting dialog box, enter your meeting information and click the Schedule button.

 

You will be notified that your meeting has been scheduled. If you are using Microsoft Outlook, a meeting reminder will be generated and give you the option of inviting attendees via an Outlook Calendar appointment.

 

On a Mac

To schedule a meeting in advance, click the GoToMeeting icon in the dock, select Schedule Meeting and log in by entering your account information and clicking the Log In button. Then, on the Schedule Meeting dialog box, enter your meeting information and click the Schedule button. You will be notified that your meeting has been scheduled.

Q:
How do I set up recurring meetings that I can use any time?

On a PC

To set up a recurring meeting, right-click the GoToMeeting system tray icon on the bottom-right corner of your screen, select Schedule a Meeting... and log in by entering your account information and clicking the Log In button. Then, on the Schedule Meeting dialog box, click the check box next to Recurring meeting. This will disable the scheduling settings, keeping the meeting open and available in My Meetings until you delete it. Click the Schedule button.

 

You will be notified that your meeting has been scheduled. If you are using Microsoft Outlook, a meeting reminder will be generated and give you the option of inviting attendees via an Outlook Calendar appointment.

 

On a Mac

To set up a recurring meeting, click the GoToMeeting icon in the dock, select Schedule Meeting and log in by entering your account information and clicking the Log In button. Then, on the Schedule Meeting dialog box, click the check box next to Recurring meeting. This will disable the scheduling settings, keeping the meeting open and available in My Meetings until you delete it. Click the Schedule button. You will be notified that your meeting has been scheduled.

Q:
How do I start a scheduled or recurring meeting?

On a PC

To start a previously scheduled meeting, right-click the GoToMeeting system tray icon, select My Meetings and log in by entering your account information and clicking the Log In button. Then, on the My Scheduled Meetings dialog box, select the meeting you wish to start and click Start.

 

On a Mac

To start a previously scheduled meeting, click the GoToMeeting icon in the dock, click the My Meetings button and log in by entering your account information and clicking the Log In button. Then, on the My Meetings – GoToMeeting dialog box, select the meeting you wish to start and click Start.

Q:
Can I use GoToMeeting with email or instant-messaging applications?

GoToMeeting integrates with Microsoft Outlook and other popular email and instant-messaging applications, so you can easily start or schedule meetings while using them.

Q:
How do I save chat sessions from my meetings?

Under the File menu select Save Chat Log... This opens the "Save Chat Log to a File" dialog that allows you to store it locally.

Q:
How do I share one application and nothing else?

On a PC

A presenter can share a single application by right-clicking the screen-sharing icon on the control panel grab tab and then selecting the application to share from the list of applications presented.

 

On a Mac

Since specific screen sharing is not yet available for Mac users, we recommend you close any application you do not want to share before initiating screen sharing.


Q:
What do I do if my attendees can't see my screen?

Screen sharing needs to be turned on after starting a meeting – GoToMeeting starts with it turned off to prevent early attendees from viewing your preparation.

 

To enable screen sharing, click Show My Screen in the organizer control panel.

 

If attendees still can't see your screen, please contact Global Customer Support.

Holding a Webinar
Q:
What can I do with GoToWebinar?

With GoToWebinar, you can easily set up, deliver and monitor large webinars and online events from anywhere at any time with up to 1,000 participants.

 

Registration: Target and screen your audience with a GoToWebinar registration page with your logo. GoToWebinar will manage your registrants for you and send email reminders to them before the webinar.

Presentation: Attract more audience members by presenting online and reducing travel costs. Engage your webinar attendees with interactive polling, survey and Q&A functionality.

Robust reporting: Qualify your leads by downloading the GoToWebinar Attendee Profile, which provides a detailed list of webinar attendees sorted by their level of interest. GoToWebinar reports also track webinar attendance, audience feedback and overall webinar success to help you develop webinar best practices.

Q:
How do I start using GoToWebinar?

GoToWebinar takes just minutes to set up and is easy to learn and use. Simply register for your free trial now. After the quick automatic setup is completed, you can immediately begin using it.

Q:
Do I have to be at my computer to hold a webinar?

No – you can hold a webinar from any computer with Internet access.

 

To hold a scheduled webinar: Log in with your account email and password at www.gotowebinar.com. Your scheduled webinars will be listed under My Webinars – just click the Start Webinar button next to the webinar you want to start.

To hold an instant webinar: Click the Host a Webinar button on www.gotowebinar.com and enter your account email and password. On the following page, click the Webinar Now button. Your webinar will start immediately.

To invite people to your webinar: Click the Invite Others button in the control panel. A window will open with instructions for joining that you can email, instant message or tell your attendees over the phone.

To schedule a webinar: Once you are logged in to your account, select Schedule Webinar from the left navigation menu. Fill out the webinar information and click the Schedule button.

Q:
How do I start an impromptu webinar?

On a PC

Right-click the GoToMeeting system tray icon, select Webinar Now... and log in by entering your account information and clicking the Log In button. Your webinar will start and the GoToWebinar control panel will appear on the right side of your desktop. Invitation options will appear in the Invite Others pane.

 

On a Mac

Just click the GoToMeeting icon in the dock, select the Webinar Now button and log in by entering your account information and clicking the Log In button. Your webinar will start, and the GoToWebinar control panel will appear on the right side of your desktop. Invitation options will appear in the Invite Others pane.

 

Note: Impromptu webinars accommodate up to 200 attendees

Q:
What do I do if my attendees can't hear my voice or see my screen?

Audio and screen sharing both need to be turned on after starting a webinar – GoToWebinar starts with them turned off to prevent early attendees from hearing or viewing your preparation.

 

To enable audio for your attendees, press *1 on your telephone or the Start Broadcast button at the top of the organizer control panel. (The Start Broadcast button appears when using mic and speakers and when you enter the audio PIN while using the phone.)

 

To enable screen sharing, click Show My Screen in the organizer control panel.

 

If attendees still can’t hear your voice or see your screen, please contact Global Customer Support.

Q:
What is an organizer?

An organizer is a person with a GoToWebinar account who schedules, starts, manages and ends a webinar. An organizer can also designate other attendees to be organizers or panelists. Once a webinar starts, the initial organizer is the default presenter and may either begin presenting or pass the presenter controls to any other organizer or panelist.

Q:
What is a panelist?

A panelist is a person who presents and/or answers questions assigned to him or her during a webinar. A panelist can be given the presenter controls at any time during the webinar and is able to speak on the conference call by default. Panelists do not need to have GoToWebinar accounts to participate in web events.

Q:
What is a presenter?

A presenter is the person showing his or her desktop to the webinar audience. The webinar organizer is always designated as the first presenter. The presenter role can then be passed to another organizer, panelist or attendee.

 

Presenters can show their complete desktops, a clean screen (with no icons or taskbar) or a specific application window to all webinar attendees. Presenters may choose to pause showing their desktops or applications at any time. Presenters may grant other organizers or panelists the ability to share control of the presenter's mouse and keyboard.

Q:
What is an attendee?

An attendee is any person who can view the presenter's screen but is initially muted on the conference call to minimize background noises that would detract from the presentation.

 

The organizer can unmute up to 25 participants (including panelists and other organizers) whether they're in Telephone mode or using VoIP. If additional attendees need to speak, a corresponding number of unmuted participants will first need to be muted, as only 25 may be unmuted at any time.

 

Attendees do not need to have GoToWebinar accounts to participate in web events.

Q:
How do I customize my webinar registration page?

On the Manage Webinar page, click the Edit link in the Registration Form section. You may then either add pre-configured best practice questions or create new questions for your registration page. You may also include your own logo on all webinar pages and emails by clicking Edit in the Branding and Theme section on the Manage Webinar page.

Q:
How do I monitor my attendees during a webinar?

Using the GoToWebinar Dashboard, webinar organizers can easily check attendance patterns and monitor attentiveness at a glance by viewing the two bars at the top of the screen. Green bars indicate webinar success, yellow and red bars indicate room for improvement. You can also see the number of open questions and hands raised at any time. (This feature is not currently available for Mac users.)

Q:
How do I download GoToWebinar reports?

Click the report links on the Webinar History page to evaluate webinar success or view attendee profiles. All webinar reports are also available in the My Reports section of GoToWebinar in .xls or .csv format, so they can be easily transferred into your CRM program.

Q:
What's the difference between chat and Q&A?

The chat feature allows organizers to send private messages to panelists or broadcast messages to all attendees. The Q&A feature allows attendees to send text questions to organizers and panelists, who can respond with answers privately or to the entire audience.

Q:
How do I save Q&A sessions from my webinars?

Q&A sessions from each webinar are automatically saved and ready for viewing in the Attendee Report two hours after the webinar is completed. The Attendee Report is available on demand for 90 days. To access this report, log in to your GoToWebinar account and click Generate Reports. Select Attendee Report, then select the desired webinar.

Q:
Can I allow a co-presenter to help me with a webinar?

Yes. Organizers may invite additional presenters to a webinar as panelists. During a webinar, panelists are able to speak to the webinar audience or share web content from their own desktops.

Q:
Can I approve webinar registrants before allowing them to attend?

Yes. The registration approval feature allows organizers to view all registrants and approve them before webinar login instructions are sent.

Q:
Can I draw and highlight items during a presentation?

Yes. GoToWebinar allows organizers and panelists to use annotation tools to highlight elements of their presentation content. These tools include highlighter, pen, spotlight and arrow functions. (This feature is currently only available to Mac users attending webinars hosted on a PC.)

Q:
Can I conduct polls and surveys of my attendees?

Yes. Organizers can create polls and surveys before the webinar begins on the Manage Webinar page. GoToWebinar organizers may launch pop-up polls during the webinar and include a survey immediately following the webinar session or in attendee follow-up emails.

Q:
Can I drop in PowerPoint files?

With the GoToWebinar screen-sharing technology, there's no need to upload your presentation before your event. Just run it on your desktop and share your screen.

 

If you're thinking about dropping them in as a resource for attendees, that would require file transfer. GoToWebinar does not have that capability at this time.

Q:
Does GoToWebinar have a file transfer feature?

GoToWebinar does not have that capability at this time.

Q:
Can I take control of attendee desktops?

Yes, but only if they give you permission. To take control of an attendee's keyboard and mouse, they must be the active presenter.

Q:
How do I share one application and nothing else?

A webinar presenter on a PC can share a single application by right-clicking the screen-sharing icon on the control panel grab tab and then selecting the application to share from the list of applications presented.

 

Since specific screen sharing is not yet available for Mac users, we recommend you close any application you do not want to share before initiating screen sharing.

Holding a Class
Q:
How do I start using GoToTraining?

GoToTraining takes just minutes to set up and is easy to learn and use. Simply register for your free trial now. After the quick automatic setup is completed, you can immediately begin using it.

Q:
Do I have to be at my computer to hold a training session?

No, that's not how we roll. You can hold a training session from any computer with Internet access. Just log in with your account email and password at www.gototraining.com.

 

To hold a scheduled training session: Your scheduled training sessions will be listed under My Training Sessions – just click the Start Training button next to the session you want to start.

 

To schedule a training session: Once you are logged into your account, select Schedule a Training from the left navigation menu. Fill out the session information and click the Schedule button to customize your training and invite attendees.

Q:
How do I schedule a training session?

On a PC

To schedule a training session in advance, right-click the GoToMeeting system tray icon on the bottom-right corner of your screen, select Schedule a Training... and log in by entering your account information and clicking the Log In button. Then, on the Schedule Training dialog box, enter your training session information and click the Schedule button.

 

If you are using Microsoft Outlook, you will have the option of inviting attendees via an Outlook Calendar appointment.

 

On a Mac

To schedule a training session in advance, click the GoToMeeting icon in the dock, select Schedule Training and log in by entering your account information and clicking the Log In button. Then, on the Schedule Training dialog box, enter your training session information and click the Schedule button.

Q:
How do I start a scheduled training session?

On a PC

To start a previously scheduled training session, right-click the GoToMeeting system tray icon, select My Trainings and log in by entering your account information and clicking the Log In button. Then, on the My Scheduled Trainings dialog box, select the training session you wish to start and click Start.

 

On a Mac

To start a previously scheduled training session, click the GoToMeeting icon in the dock, click the My Trainings button and log in by entering your account information and clicking the Log In button. Then, on the My Trainings – GoToTraining dialog box, select the training session you wish to start and click Start.

Q:
How do I share one application and nothing else?

On a PC

An organizer can share a single application by right-clicking the screen-sharing icon on the control panel grab tab and then selecting the application to share from the list of applications presented.

 

On a Mac

Since specific screen sharing is not yet available for Mac users, we recommend you close any application you do not want to share before initiating screen sharing.

Q:
Can I increase the number of learners allowed in a training session?

Each GoToTraining organizer can invite up to either 25 or 200 attendees per training session, depending on the GoToTraining plan selected at time of purchase. If you would like to change your plan, log in to your account and click My Account in the left navigation bar, then select Plan Selection.

 

For larger events with up to 1,000 attendees, please consider GoToWebinar.

Q:
What do I do if my learners can't see my screen?

Screen sharing needs to be turned on after starting a training – GoToTraining starts with it turned off to prevent early attendees from viewing your preparation.

 

To enable screen sharing, click Show My Screen in the organizer control panel.

 

If attendees still can't see your screen, please contact Global Customer Support.

Q:
Can learners access my training materials before, during and after a training session?

Yes. You can easily associated training materials from the Content Library with individual training sessions and provide access to attendees before, during or after the session.

Q:
Can I charge people for my courses through GoToTraining?

Yes! The GoToTraining RevStream feature enables payment processing through integration with PayPal™ services. Once it's set up, trainers can charge for their training sessions and manage payments through GoToTraining.

 

For more information, read our FAQs about Charging for Training below.

Q:
What is an organizer?

An organizer is a person with a GoToTraining account who schedules, starts, manages and ends a training session. Once a training session starts, the initial organizer is the default presenter and may either begin presenting or pass the presenter controls to any other attendee.

Q:
What is a presenter?

The presenter is the person who is sharing his or her screen at any given time during a session. A presenter also determines who is permitted to use the annotation tools and share keyboard and mouse control. The organizer is always designated as the first presenter. The presenter role can then be passed to any other attendee.

Q:
What is an attendee?

An attendee is any person who joins a training session and is not an organizer. Attendees do not need to have GoToTraining accounts to participate in online training sessions.

Q:
What can I do with the RevStream payment processing feature?

RevStream lets you manage registration fees through the GoToTraining website, so you can streamline the administration process – and increase your bottom line.

 

With RevStream enabled, you can set a price for your session, accept payment in multiple currencies, receive payments to your PayPal account and manage partial and full refunds should you need to cancel someone's registration.

 

Registrants can pay online using major credit cards (Visa, MasterCard, Discover and American Express) or via PayPal.

Q:
Does my company need to have a PayPal account in order for me to use RevStream?

Yes. You or your company must have a confirmed and verified PayPal account in order to take advantage of RevStream payment processing. We recommend using a business or premier PayPal account so your customers won't need to have PayPal accounts to pay you.

 

You can learn more about the different types of PayPal accounts on the PayPal website.

Q:
Do my customers need to have PayPal accounts? What payment methods are accepted? Can I accept checks, too?

If you have a business or premier PayPal account, your customers can pay online using major credit cards (Visa, MasterCard, Discover and American Express) or via PayPal. If you have a personal PayPal account, they can only pay online via PayPal.

 

Trainers who want to accept other methods of payment, such as cash or checks, can process those payments separately and then manually mark those registrants as "paid" and the system will register them for the session.

Q:
What if I want to waive the fee for a registrant?

If you want to waive the fee for a registrant, you can manually mark them as "paid" and the system will register them for the session.

Q:
Are there additional fees required for payment processing?

RevStream payment processing is built into GoToTraining, so there's no need to purchase it separately. However, service charges will be applied as the feature is used. In addition to standard PayPal transaction fees*, Citrix will charge a convenience fee of 1.9% of each registrant's fee, with a cap at $9.95 per registrant, or at the cap set for the currency you've selected. All fees will be deducted automatically from your PayPal account at the time of transaction.

 

For example, if your training costs $100 per person, when a registrant pays the fee through GoToTraining, Citrix will deduct $1.90. If your training costs more than $524, a flat fee of $9.95 will be deducted per person.

 

*The typical PayPal rates are 2.9% + $0.30 per transaction, unless otherwise agreed upon with Pay Pal.

 

Please see PayPal's fee policy.

Q:
How do I get started using RevStream payment processing?

Once you have a GoToTraining account, you can set up RevStream by linking your GoToTraining account to your PayPal account. We recommend using a business or premier PayPal account so your customers won't need to have PayPal accounts to pay you.

 

Also, in order for the integration to work, your PayPal account must be confirmed and verified, in accordance with PayPal's required procedures. If your PayPal account isn't verified, log in to your PayPal account, click Get Verified in the Status field below your name and follow the instructions provided. The PayPal verification process varies by country or region, but in the U.S., one way to become verified is to link your bank account to your PayPal account.

 

With a verified PayPal account, it's simple to set up RevStream on the GoToTraining website. Log in, click My Trainings and select Settings. Then go to the Payments section and follow the instructions. If you are part of a multi-user account, you'll need to ask your organization's account administrator to set it up for you.

Q:
How do I invite learners to my upcoming training session?

If you are using Microsoft Outlook, you will have the option of inviting attendees via an Outlook Calendar appointment after you have scheduled the session. If you use a different email application, you can invite people by copying and pasting the training information into an email.

 

Another option is allow people to self-register for upcoming sessions using the online course catalog.

Q:
Can I store content that I want to use for my training sessions?

Yes. Each organizer has 2.0GB of storage space in the Content Library for files, web links, tests and evaluations.

Q:
Can I give learners access to training materials in advance of the training session?

Yes. You no longer have to worry about emailing documents to students in advance of your training sessions. You can easily associate training materials from the content library with individual training sessions and provide access to attendees before, during or after the session.

Q:
How do I monitor my learners during a training session?

Using the GoToTraining Dashboard, organizers can easily check attendance patterns and monitor attentiveness at a glance by viewing the two bars at the top of the screen. Green bars indicate success, yellow and red bars indicate room for improvement. You can also keep track of the number of polls and tests given and see the number of hands raised at any time. (This feature is not currently available for Mac users.)

Q:
How do I generate GoToTraining reports?

Reports can be generated from the Generate Reports menu in the GoToTraining Admin Center. You can also run certain reports, like the Registrant List, when viewing session details.

Q:
How can I find out who attended my training sessions?

You can run an Attendee Report, which provides details about your session attendees, including registration information and how long they were in session.

Q:
How can I view test results?

Organizers can use the Test Report to review details about tests for a specific training, including who took them, what they scored and when they took the test.

Q:
How do I manage learner options?

Many attendee options, including chat privileges and the ability to raise hands, can be managed under the Options menu at the top of the screen. Simply check and uncheck to turn options on and off.

Q:
Can I approve training registrants before allowing them to attend?

Yes. By selecting Upon Approval when creating the registration form, you will be able to approve or deny registrants.

Q:
Can I conduct polls and tests with my learners?

Yes. Organizers can create polls and tests before the training session begins on the My Trainings page. Organizers may launch polls and tests by selecting them in the Polls and Tests pane in the dashboard.

Using Audio
Q:
How does the built-in audio work, and does it cost anything?

GoToMeeting, GoToWebinar and GoToTraining include integrated toll-based phone and VoIP audio at no extra cost to you. You can opt to use the toll-based phone audio or VoIP exclusively, or allow participants to choose between both options.

 

The toll-based phone number can be dialed by all meeting participants. Participants are then charged their standard long-distance rate for calling this toll-based number, just as if they made a regular long-distance call.

 

You and your attendees can also talk free of charge by choosing Mic and Speakers. This free VoIP (Voice over Internet Protocol) option enables meeting participants to transmit and receive audio over the Internet using a microphone and speakers connected to their computers. (A USB headset is recommended.)

 

All GoToMeeting and GoToTraining participants enter with speaking privileges. GoToWebinar organizers and panelists initially join in Lobby Mode, where they can speak to each other without being heard by attendees until the organizer clicks Start Broadcast. Attendees are muted and placed on hold until the organizers click Start Broadcast, at which time they enter the webinar in listen-only mode.

Q:
Are integrated toll-free audio services available? How do I sign up?

Yes! Using our OpenVoice Integrated service you can give your attendees the option of dialing in using VoIP, toll-based or toll-free phone conferencing without any additional equipment needed. By not having to use toll-free exclusively, you can save money while still having the option of attracting attendees who do not want to pay for long-distance calling.

 

If you would like to purchase OpenVoice Integrated toll-free service with numbers for over 50 countries, or if you have questions about OpenVoice Integrated, feel free to call 1 888 646 0014.

Q:
How many people can speak on the call at one time?

Using built-in toll-based and VoIP audio, up to 25 participants can be unmuted and speak at any one time in GoToMeeting and GoToWebinar. This is also the case when using OpenVoice Integrated toll-free service.

 

In GoToTraining, all 200 people can be unmuted and speak at one time. (This is a combination of VoIP and phone attendees.)

Q:
Can I mute/unmute all attendees at once?

GoToMeeting: You can mute and unmute all attendees individually or all at once.

GoToWebinar: You can mute all attendees at once, but you can’t unmute all at once. You can also individually mute and unmute up to 25 attendees.

GoToTraining: You can mute and unmute all attendees at once.

Q:
Can I mute/unmute individual attendees?

Yes. You can mute/unmute individual attendees if they’ve entered their audio PIN; just click the microphone or phone icon next to their name in the attendee list.

Q:
Can I use my own toll-free access numbers for all of my meetings, webinars and training sessions?

Yes. As an organizer, you can easily adjust your conference call settings on the My Account page.

 

Under Conference Call Service, select the Private Conference Call Service option. Then enter your free phone service’s access number and passcode in the Organizer Phone Number and Access Code fields. Enter your free phone service’s participant access number and passcode in the Panelist and Attendee fields.

Q:
Does Citrix offer standalone audio conferencing?

Yes! We offer OpenVoice audio services for reliable conference calling. OpenVoice differs from other conference-calling services because it is so simple to use – from always-on reservationless conference rooms to web-based controls, anyone can host a conference call without the need for expensive third-party moderators. Learn more at www.openvoice.com.

Q:
What microphone/speaker configuration do you recommend for best audio quality using VoIP?

For optimum audio quality, we recommend a USB headset connected to your computer or USB headphones and standalone microphone connected to your computer. Analog versions are okay, but not ideal. We have not had good results using the microphone and speakers built in to your laptop or USB webcam.

Q:
Can I test the quality of my microphone and speakers setup before my meeting?

Yes. Just right-click the GoToMeeting system tray icon and select Preferences, then select Audio and choose the devices you want to test from the drop-down menus.

Q:
Where can I go for help with audio problems?

If no one can hear you, here are some quick tips:

 

-Did you dial the correct number? Try redialing into the conference.

 

-Double-check that you have the correct audio option selected – for instance, you cannot use mic and speakers when you have "Use Telephone" selected.

 

-Have you started the broadcast? If you are using the GoToWebinar phone conferencing, you must click Start Broadcast in the organizer control panel or *1 on your telephone keypad to start the conference.

 

-Are the correct sound devices selected on your GoToMeeting Preferences (or Audio, on a Mac) menu?

 

-If using a microphone with a mute/unmute button, is your microphone muted?

 

-Is your attendee's speaker volume set too low?

 

-If using microphone and speakers, is your Internet connection too slow? (We recommend a broadband Internet connection for VoIP transmissions.)

 

If you are still having audio problems, please contact Global Customer Support.

Recording & Playback
Q:
How do I record a meeting, webinar or class?

On your organizer control panel, click the View menu and select Recording to open the Recording pane. Click the Settings button in the Recording pane and confirm that your Audio and Video options are set appropriately. Click OK to save any new settings. Then, click the Start Recording button to begin recording.

 

Click Stop Recording to pause or stop recording completely. Clicking Start Recording again will continue recording to the same file.

 

Note: Audio recording begins from the time the organizer clicks Start Recording; however, the screen recording will not start until the presenter begins showing his or her screen.

Q:
How do I record audio using the built-in audio?

To record the audio portion of meetings using the GoToMeeting phone or VoIP features, you must have a sound card installed on your computer. (If you can hear music played on your computer, you have a sound card.) The audio you and your attendees transmit over the phone or VoIP (using a microphone connected to your computer) will then be recorded automatically when you click the Start Recording button.

Q:
Can I record a meeting, webinar or class using my own audio service?

Yes! To record audio using an audio service other than the integrated GoToMeeting audio features, you must have a sound card and an audio input device such as a microphone. If you are recording a teleconference, you can position the microphone next to the phone or set up a phone recording adapter to your phone and line-in input on your computer's sound card.

Q:
Can I record the webcam video streams shown during meeting, webinar or class?

Video recording is not currently available with our HDFaces feature. However, you can still record the screen sharing and audio portion of your meeting.

Q:
Can Mac users view meetings, webinars and classes recorded on a PC?

Yes, Mac users can view meetings recorded by PC users, but only if the recorded meeting files have been converted to the Windows Media format, an action that must be selected by the organizer before the meetings are recorded.

Q:
How do I convert recordings to Windows Media Player format?

In order for a PC user's recorded meeting to be converted to Windows Media Player format, the meeting organizer must select the Convert to Windows Media Player file option on the Recording Preferences dialog box before the meeting is recorded.

 

To access this option, right-click the GoToMeeting system tray icon, select Preferences and then Recording. Or, if you have a meeting open, click File on the top of the control panel, select Preferences and then Recording. Then select Convert to Windows Media Player file.

 

GoToMeeting will then convert the recorded meeting into a Windows Media Player file after the meeting is over to avoid slowing down the computer during the meeting.

Q:
How do I save a recorded meeting, webinar or class?

Recordings are automatically saved to the path indicated under the recording tab in your GoToMeeting preferences when you end or leave a meeting. Meet Now meetings will be named with the date and time plus the words "Meet Now," while Scheduled Meetings will include the meeting subject in the file name. Note that you cannot change the location where you would like to save a recording once you have clicked the Record button. If you cannot find your recording, check the path listed in the "Save in:" pane of the recording preferences.

Q:
Where are my recordings stored?

The default destination for recorded meetings is the My Documents folder on the PC and /Users//Documents/Recordings on the Mac. You can change the destination location but only before you begin recording. We recommend that the designated location have a minimum of 1.0GB of free space to accommodate the recording.

Q:
How do I play back a meeting, webinar or class I just recorded?

If you haven't already, end the meeting that you are recording. GoToMeeting will automatically save your file with the date and time noted after the name that you gave the meeting upon scheduling it. Impromptu meetings will be named with the date and time of the meeting followed by "Meet Now."

 

Navigate to the directory that is listed in the Save in: field under the Preferences Recording tab.

Click the file name to start the replay.

Maximize the viewer window for best replay quality.

*To view a meeting recorded in the GoToMeeting format, you must either have GoToMeeting installed, or download the GoToMeeting codec at http://www.gotomeeting.com/codec.

**To view a meeting recorded in the Windows Media format, you will have to wait until the conversion process has finished. GoToMeeting converts the recorded meeting into a Windows Media Player file after the meeting is over to avoid slowing down the computer during the meeting.

Q:
Can I edit a recording?

GoToMeeting Desktop Recording and Playback allows you to record and preserve meetings as they actually occurred. You can use the editing software of your choice to edit those files.

Q:
Can I email a recording?

Depending on the size, meeting recordings can be zipped and sent by email, sent by FTP or posted on a website. Recipients must have Windows Media 9.0 or higher to view meetings recorded on a PC. If the meeting is sent in the GoToMeeting format, recipients must either have the GoToMeeting software on their computer or install the GoToMeeting Codec at http://www.gotomeeting.com/codec.

 

Note: Mac users can view PC meetings only if they were recorded in the Windows Media format and may need to click a button to install Windows Media components for QuickTime before viewing.

 

Security
Q:
Are the GoToMeeting, GoToWebinar and GoToTraining solutions secure?

Yes, your online meetings, webinars and training sessions are completely private and secure. All of our solutions feature end-to-end Secure Sockets Layer (SSL) and 128-bit Advanced Encryption Standard (AES) encryption. No unencrypted information is ever stored on our system.

Q:
How do GoToMeeting, GoToWebinar and GoToTraining work with firewalls?

Our solutions use HTTP outbound connections to transparently enable screen-sharing sessions even with corporate firewalls in place. In most cases, organizers and attendees can connect to Citrix servers without re-configuring firewall settings.

Q:
Can my computer receive a virus from downloading the software or attending the session?

No, neither organizers nor attendees can catch or be exposed to viruses from downloading our software. We continuously monitor our development environment for viruses and malware, and all of our downloadable software is digitally signed to prevent tampering by third parties. The warning message customers might see when they install the software is a default message displayed by their browser whenever they download executable files.

Q:
Do I need to set my browser to accept cookies in order to use your website?

You can browse our website without having cookies enabled. However, if you need to log in to an existing account, you will need to adjust your browser's privacy settings to accept cookies. We primarily use cookies to provide you with secure access to your account.

Billing & Cancellation
Q:
How do I change my password?

Log in to your account and click My Account. Enter your current password, then type and re-type your new password where indicated. Click the Save Changes button at the bottom of the page.

 

Note: Passwords must contain at least 8 characters and include both letters and numbers.

 

Forgot your password?

Q:
How do I cancel my free trial?

To cancel online anytime during your free trial, simply log in, click My Account in the top navigation, and click the Cancel after Trial button. Then on the Cancel after Trial page, click the Cancel after Trial button. Your account will then expire when your free trial ends. Otherwise, at the end of your free trial period you may be automatically subscribed at the monthly plan price.

Q:
How do I cancel my paid subscription plan?

To cancel your paid subscription plan, log in and go to the Billing Information or My Account page. Select the "No, please cancel my subscription..." option and click the Save Changes button. Because your service is pre-paid, it will continue until the end of your current paid subscription period. At that time, your plan will be discontinued and will not renew again.

Q:
How do I change my plan or switch products?

You can make changes to your plan online at any time. Log in to your account and click My Account, then select Plan Selection or Change Plan.

 

You can also contact Global Customer Support to help you make any necessary adjustments to your account.

Q:
Can I change to a different GoToWebinar or GoToTraining attendee tier without affecting my upcoming webinars or training sessions?

Yes, changing your plan will not affect your previously scheduled webinars or training sessions. For instance, if you have more people sign up than you have room for, you may switch to a higher attendee limit prior to your scheduled event.

To change your plan, log in to your account and click My Account, then select Plan Selection or Change Plan.

Q:
What charges apply when I change my plan?

When you make a change to your plan, your billing will be automatically adjusted and pro-rated against your current account balance. You will receive a confirmation email receipt after the changes are completed.

 

If your new plan selection increases your subscription price, you will be prompted to enter payment. After submitting payment you will have instant access to the features for the new plan. Your subscription billing date will change to reflect the date of the change in plan.

If you have a credit on your account and would like to request a refund, please contact Global Customer Support.

Q:
My account lapsed. How do I reactivate it?

Log in to your account. If your account has lapsed, you should automatically be forwarded to the Plan Selection page under My Account. From there, simply select the plan you want, click Continue and enter your billing information. Your account will reactivate immediately.

Q:
How can I review the charges billed to my account?

You can check your account history by logging in and going to your Account History page.

Q:
Who do I contact if I have a billing question or if I need to request a refund?
Q:
How do I change the credit card or update the billing information on my account?

Log in and select the Billing Information page to review or update your credit card or other billing information for your account.

Q:
Will I get a receipt for my purchase?

All of your receipts will be stored on your Account History page. You will also receive a receipt via email for your first subscription purchase, subsequent renewals and any time you change your subscription plan thereafter.

Holding a Standalone Audio Conference
Q:
What can I do with OpenVoice audio conferencing?

OpenVoice audio conferencing enables you and others to connect any time using reservationless standalone audio conferencing for up to 500 participants without operator assistance. Our simple and intuitive web controls makes moderating audio conferences incredibly easy. You can start a conference call immediately from a phone or schedule one for later on the web or through Outlook.

Q:
What does reservationless or ad-hoc conference calling mean?

Reservationless or ad-hoc conference calling means that you do not need to schedule or reserve bridge capacity for a meeting. As a meeting organizer, you can hold meetings 24 hours a day, seven days a week, 365 days a year.

Q:
How is OpenVoice audio conferencing different from competing products?

OpenVoice audio conferencing:

· Offers lower costs with no hidden fees for reliable, high-quality audio conferencing.

· Gives administrators full control over end-user management with real-time provisioning and cost-center management.

· Includes an easy-to-use web interface with easy recording and active speaker and audio controls.

Q:
How do I sign up?

If you would like to purchase OpenVoice audio conferencing, need a demo or pricing information, or have questions about the service, please contact sales toll-free in the U.S. at 1 866 962 6488 or through one of our worldwide offices.

Q:
What is the pricing model for corporate accounts?

Pricing for OpenVoice is based on a per-minute rate. Contact sales toll-free at 1 866 962 6488 for pricing information.

Q:
Are new countries going to be added to the international toll and toll-free service?

Based on customer requests, new country dial-in numbers are continually being added. If you have a specific country requirement that is not currently available, please contact sales or your account manager.

Q:
How do international toll-free dial-in numbers work?

The international toll-free access numbers are only available for a particular participant in a particular country.

 

For example, only participants in Belgium should dial the Belgium international toll-free number. The toll-free international Belgium number(s) will not work for participants in other countries.

Q:
What are the different ways I can start or schedule a conference call?

You can start or schedule a conference call in three different ways:

 

Phone

· Call the appropriate dial-in number from the country list.

· Enter your conference room number and moderator PIN.

· Give participants the dial-in number and conference room number – no reservation necessary.

 

Outlook

· Make sure you have the OpenVoice Outlook Plugin installed.

· From Outlook, click the Schedule OpenVoice Conference button.

 

Website

· Log in and click Invite and Schedule under My Conferences.

· Add your contacts' names and email addresses.

· Call the appropriate dial-in number from the country list.

· Enter your conference room number and moderator PIN.

Q:
How does the Outlook plugin work?

The Outlook plugin allows you to schedule OpenVoice audio conferences directly from your Outlook calendar.

 

To use it, make sure you have the OpenVoice Outlook Plugin installed. Then, from Outlook, click the Schedule OpenVoice Conference button.

Q:
Do I have to be logged on to the OpenVoice website to schedule, conduct or control an OpenVoice audio conferencing call?

No. The organizer for a conference room does not have to log into the website to schedule, conduct or control a conference call. OpenVoice is a reservationless conferencing service which provides each organizer with a fixed set of access numbers, a conference room and an organizer PIN for use at any time. The organizer can choose to manage a call by using phone commands or web controls.

 

However, there are benefits to using the organizer web portal. These include web controls for audio, hand raising, usage reporting and web-based scheduling to enhance the meeting management experience.

Q:
Can the organizer create a security PIN per meeting?

Yes. Organizers can enable the security PIN feature clicking Yes to "Implement a per session security code set by the host" option. You can see the Settings tab when you log in as an organizer.

Q:
Can conference calls have a charge code assigned to them?

Yes, there is a charge code feature available. The charge code feature allows the organizer to input a number prior to the start of a meeting. The organizer may also set up a default charge code in the online portal. This number will then appear at the end of billing cycle for those meetings associated with it.

 

The charge code feature allows companies to use and sort the billing data for chargeback purposes.

Q:
Is there a roll call feature?

Yes. The organizer can enable the Roll Call option in the Settings page when you log in as an organizer.

 

The organizer can hear a playback of all participants in attendance on a conference call by pressing the phone command #3.

Q:
Can there be multiple organizers on a call?

Yes, multiple organizers can be logged into one conference call. However, only one organizer PIN and conference room can be used to join a conference.

 

Note: When multiple organizers connect to the meeting with the organizer conference room and PIN, they will all appear on the online participant list as organizers.

Q:
Is there a way to mute all other participants?

The Lecture Mode feature mutes all participants on the conference except the organizer(s). Most conference sound disturbances are caused by multiple participants speaking simultaneously or background noises in the conference. By using Lecture Mode, all participants except the host or organizer are muted, thus improving the sound quality of the conference. The organizer can enable this feature by pressing *8 on his or her phone keypad.

 

Pressing the first time puts the conference in lecture mode, but participants can still unmute themselves to speak.

Pressing the second time puts the conference in lecture mode and participants cannot unmute themselves.

Pressing the third time turns off Lecture Mode.

Q:
Can muted participants request to be unmuted?

Hand Raising is a feature enabled when the conference is in Lecture Mode that alerts the host that a muted participant has a question and would like to speak. The participant activates Hand Raising by pressing *9 on his or her telephone keypad. A yellow hand icon will appear on the organizer's web controls screen to alert him or her of the participant who would like to speak.

Q:
What type of data usage can the organizer see?

The organizer web portal provides usage summary information for his or her conference room only.

 

By navigating to the Minute Usage/Usage History page, the organizer can see a breakdown of usage information per meeting for the past one month, three months or six months.

Q:
Is there a time limit for how long a conference call can be in session?

No. However, please note that the individual maximum call duration is heavily dependent on the various telecommunications carriers that transport the call on your phone. This is especially true for international callers, as their calls may transit through various carriers before reaching the OpenVoice bridge. In general for U.S. toll calls, our carriers support at least a six-hour call duration. For U.S. toll-free calls, our carriers support calls of at least a nine-hour duration.

Q:
Is there an operator-assisted option available?

No. OpenVoice calls are reservation-less and do not require an operator. Our web controls allow you to conduct large conference calls with ease.

Q:
Is there a separate charge for listening to recordings?

No. After the meeting has ended, an organizer can download the recording in MP3 format to his local computer and distribute it to the meeting participants.

Q:
For what length of time are call recordings stored online?

The recording will be stored up to the maximum period of 365 days (12 months) at no extra charge.

Q:
What is the maximum length of a recorded conference call?

The system can record up to four hours of a conference call, even if the recording isn't continuous. The organizer can stop/start a recording multiple times during a conference call during the four-hour period and still generate one recording file. However, after that period, the recording can be immediately restarted for calls lasting longer than four hours.

Q:
How long after a conference call is the recording file made available?

The recording is available approximately 30 minutes after the close of a conference call. However, longer recordings may take additional time.

Q:
Can the organizer assign names or titles to conference call recordings through the organizer portal?

Yes, each recording can have a contextual name assigned to it.

Q:
How do I download a recorded conference call?

As an organizer, you will find all your recorded conferences stored on the Recordings page. The recording is saved in MP3 format and can be downloaded to your computer.

Q:
Can I have more than one administrator for my account?

Yes, multiple administors are allowed to manage for the entire account or specified groups.

Q:
Can an administrator create customized group names?

Yes, an administrator can use alpha-numerical characters to label a group by name, such as department name or cost center.

Q:
Will changing preferences in the Administration Center change all organizer preferences?

User Settings changes in the admin center are only inherited by "new user" accounts created from that point forward. User Settings modified on the admin center do not affect previously created organizer accounts. However, you can make preference changes to existing organizer accounts by contacting your account admin.

Q:
What are phone commands?

Organizer phone commands are telephone/dial-pad control functions that allow them to manage the conference call.

 

The phone commands are:

*1  Play features menu

*2  Mute/unmute organizer line.

*5  Hear the number of callers.

*6  Lock or unlock the conference so that additional attendees may not join.

*7  Start or stop the conference recording.

*8  Lecture Mode: Mute or unmute all lines except for the host's and enable hand-raising.

Pressing *8 for the first time puts the conference in lecture mode but participants can still unmute themselves.

Pressing *8 for the second time puts the conference in lecture mode and participants cannot unmute themselves.

Pressing *8 for the third time turns off Lecture Mode.

 

#1  Entry/exit beeps on or off.

#2  Allow conference to continue after the organizer hangs up.

#3  Roll call of participants (if enabled)

 

Also, you can view a complete list of phone commands and web button controls by logging into www.openvoice.com with your organizer login credentials.

Q:
If I am a participant in a conference call, how do I manage my phone line?

*1  Play features menu.
*2  Mute or unmute your participant line.
*5  Hear the number of attendees.
*9  Raise your hand to ask a question (in Lecture Mode).

Q:
I forgot my password. How do I retrieve my password?

To retrieve your password:

1. Go to the Forgot Password? page.

2. Enter the email address you use to log in to your account.

3. Click Continue to receive an email containing a link to create a new password.

Q:
How do I cancel my account?

To cancel your account, please contact your account manager or Global Customer Support for assistance toll-free at 1 866 962 6490. For non-U.S. callers: +1 805 617 7017.

Q:
How do I get technical or billing support?