Frequently Asked Questions

Audio Conferencing FAQ's

Web Conferencing FAQ's

Webcasting & Streaming FAQ's

Audio Conferencing FAQ's

Do I have to make a reservation with my Meet-Me On Demand account?
What do I give to my participants so they can join me on my conference call?
Why do I have a toll number with my account?
Will my 800 number work for Canada?
What is a Moderator passcode?
Does a moderator have to be on a call first to start the conference?
I'm still not clear on some of the features and services, is there a charge for any additional training?
How long does it take to get started?

Do I have to make a reservation with my Meet-Me On Demand account?

No. Your Meet-Me On Demand Conferencing account is completely reservationless, so can use your 800 number and passcode at anytime—24 hours a day, 7 days a week.

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What do I give to my participants so they can join me on my conference call?

Simply distribute the 800 number and the 'participant' passcode to whomever you would like to have on your conference call.

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Why do I have a toll number with my account?

The toll number is for attendees from who want to join the conference call from an international territory. Specific 800 numbers by country are also available at your request.

Will my 800 number work for Canada?

Yes.  A surcharge of $.05/minute is applied.

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What is a Moderator passcode?

This is the personal passcode assigned to the person moderating the call. It allows the moderator to access the ‘leader’ conference management features.

Does a moderator have to be on a call first to start the conference?

Our system is set up to 'wait for moderator' before a conference begins.  However, upon request your account can be configured to allow a call to begin without a moderator being present.

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I'm still not clear on some of the features and services, is there a charge for any additional training?

No! You will be assigned a dedicated account manager. As your go-to person, he or she will train you on products, services, and features—at no extra charge. For assistance, call us at 1.800.500.7045.

How long does it take to get started?

It's fast and easy. Simply sign and submit the Account Enrollment Form. Within 24 hours you’ll receive an e-mail confirmation that includes everything you need to start a conference call right away. If you need to start a conference sooner, call 1.800.ROLLCALL so our customer service team can expedite your request.

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Web Conferencing FAQ's

What is a Webinar?
What’s the difference between Web Conferencing and a Webinar?
Will I need to install software on my computer to be able to join a web conference?
I typically do not download anything and the IT department has a very secure firewall at our company.  Will this plug-in damage my computer?
Is Web Conferencing secure?
Why would I want to use Web Conferencing when I can meet my participants face to face?
Do you offer training?
How about technical support?
How do I get started?

What is a Webinar?

Short for Web-based seminar, it’s an ideal way for participants to view a presentation—without the hassle or expense of traveling. Your viewers will watch the presentation through their web browser. Webinars can be broadcast live or made available on-demand. They can be a presentation alone or a presentation that allows for simple feedback, such as audience questions. Use web-based seminars for product demonstrations, informational sessions, or lead generation.

What’s the difference between web conferencing and a webinar?

While webinars are designed to allow you to communicate a message to the masses, a web conference is all about collaboration. For example, you can strategize with your sales staff or train employees on a new process while allowing them to ask questions or provide feedback.

Web conferencing services typically include desktop sharing, slide shows, messaging, a whiteboard and the ability to pass control to others.

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Will I need to install software on my computer to be able to join a web conference?

No. When you enter a conference, a small—and safe—plug-in will be automatically installed.

I typically do not download anything and the IT department has a very secure firewall at our company.  Will this plug-in damage my computer?

No. The plug-in will not harm your computer. It installs quickly and safely, and it allows you and attendees to participate without the hassle of software installation or firewall-related issues.

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Is Web Conferencing secure?

Absolutely. RollCall’s web conferencing platform is encrypted with a 128-bit proprietary encryption code, so the information you present never actually leaves your desktop.

Why would I want to use Web Conferencing when I can meet my participants face to face?

While there are advantages to face-to-face meetings, travel costs make them expensive and time-consuming. Web conferencing is a great and inexpensive way for companies to cut costs, increase efficiency, and save time.

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Do you offer training?

Yes. RollCall offers extensive, free training for you and your staff.

How about technical support?

RollCall’s web conferencing platforms are reliable and seamless, so they don’t require much technical support. However, our customer support team is trained to guide you through any technical situations.

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How do I get started?

When you sign up for a Business Conferencing account you’re automatically added to the Web Conferencing database. For more info on how to get started or for a free live on-line demo call 1.800.ROLLCALL.

Webcasting & Streaming FAQ's

Why doesn't the webcast appear when I try to launch it?
Will my popup blocker affect the webcast?
Why can't I hear any audio?
Why can't I see any video?
Why can I hear audio, but can't see any video?
Why does the stream continuously buffer?
Why am I unable to connect to the stream?
Each time I access the Webcast I lock up. What can I do?
Can I listen to a webcast from my company's network?

Why doesn't the webcast appear when I try to launch it?

Many of our webcasts utilize pop-up windows. If you have pop-up blocking software installed on your computer, it may prevent the webcast player from launching properly.

Try one of the following methods:

• Press and hold the Ctrl key and launch the webcast again.
• Temporarily disable your pop-up blocking software.

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Will my popup blocker affect the webcast?

Pop-up blockers are great at hiding irritating, flashing ads, but they can prevent webcast features, such as registration, polls, and surveys, from launching properly. To make sure you have access to all of RollCall’s webcast features, we recommend you temporarily disable blocking software.

Many programs, including Firewalls and Antivirus software, run pop-up blockers, so you may need to disable them in more than one program. Popular programs with popup blocking include, but aren’t limited to:

• Internet Explorer 6 - Windows XP Service Pack 2
• Netscape Navigator 7
• Yahoo! Companion Toolbar
• Google Toolbar
• Norton Internet Security

Special Instructions for users with Yahoo! Companion Toolbar:
Right click on the Yahoo! Toolbar and uncheck it to disable its popup blocker.

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Why can't I hear any audio?

• Check to make sure the speaker volume is turned up.
• Check to make sure that your operating system’s volume is not muted or turned too low.
• If a lower stream bandwidth or stream speed is available, try choosing it.
• Shutdown the media player window and access the media again.
• Make sure you have streaming media player installed on the machine. If you don’t have a player, you’ll need to install one to hear the audio.

Streaming Media requires a Streaming Media Player to be installed on the machine to watch video or listen to audio. You may need to install a Streaming Media Player to hear the audio.

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Why can't I see any video?

• Make sure you have the latest version of your streaming media player.
• If you’re using Netscape, you may need to install the Windows Media Player plug-in.
• If you’re behind a Gateway, Firewall or Proxy, your streaming media player may not be able to connect to the broadcast. Adjust your streaming media player's Proxy settings by going through the following steps:

Windows Media Player

• Click on the Start menu, in Windows.
• Click on the Programs menu option.
• Click on the Windows Media Player.
• Once the Windows Media Player opens, click on the View menu.
• Click on the Options menu item.
• Select Streaming Media and click on the Change button.
• Under the Protocols section, verify that HTTP is checked.
• Select Use browser proxy setting.

Real Media Player

• Click on the Start menu, in Windows.
• Click on the Programs menu option.
• Click on the Real Media Player.
• Once the Windows Media Player opens, click on the View menu.
• Click on the Preferences menu item.
• Click on the Proxy tab.
• Under the HTTP section, select Use my web browser's HTTP proxy.

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Why can I hear audio, but can't see any video?

Streaming media players often drop the video frames and play just the audio in when the bandwidth is not large enough to transmit both video and audio.

If a lower bandwidth is available, such as 56k, try choosing it. Larger bandwidths require more network transmission space. Smaller bandwidths will usually move through lines in a more normal fashion.

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Why does the stream continuously buffer?

If the video was working before but now you are experiencing difficulties, it might be caused by a recent network configuration change. Check with your Internet Service Provider or, if you have one, your System Administrator. The Internet Service Provider or System Administrator should be able to tell you if there have been any changes to the ability to stream media over the network to your computer.

• Another cause of continuous buffering may be high levels of Internet or network traffic.
• If a lower bandwidth is available, such as 56k, try choosing it.
• You can also increase the buffering configuration of your streaming media player by following these steps:

Windows Media Player

• Click on the Start menu, in Windows.
• Click on the Programs menu option.
• Click on the Windows Media Player.
• Once the Windows Media Player opens, click on the View menu.
• Click on the Options menu item.
• Click on the Advanced tab.
• Select Streaming Media and click on the Change button.
• Under the Buffering, select Buffer.
• Increase the amount of buffer time setting.

Real Media Player

• Click on the Start menu, in Windows.
• Click on the Programs menu option.
• Click on the Real Media Player.
• Once the Windows Media Player opens, click on the View menu.
• Click on the Preferences menu item.
• Click on the Connection tab.
• Under the Buffered Play section, select Buffer entire clip up to available memory.

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Why am I unable to connect to the stream?

It might be caused by the network configuration. Your Internet Service Provider or, if you have one, your Network System Administrator should be able to tell you if any configurations are blocking the ability to stream media.

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Each time I access the Webcast I lock up. What can I do?

Sometimes an interruption during a file transfer can cause only part of a webcast to be cached, or stored, in your browser. Clear your Internet Browser's cache and then try accessing the webcast again. Here are steps for clearing your browser’s cache:

Clear the Internet Browser cache for Netscape Navigator:

• Click on the Edit menu, in the Netscape Internet Browser.
• Click on the Preferences menu option.
• Click on Advanced.
• Click on Cache.
• Click on the Clear Disk Cache button.
• Click on the Clear Memory Cache button.
• Click on the OK button.

Clear the Internet Browser cache for Microsoft Internet Explorer:

• Click on the Tools menu, in the Microsoft Internet Explorer Internet Browser.
• Click on the Internet Options menu option.
• Click on the General tab.
• Under the Temporary Internet Files section, click on the Delete Files button.
• Click on the OK button.

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Can I listen to a webcast from my company's network?

Local network settings within a corporate intranet can impair your ability to hear a webcast. Contact your Network Operations or IT administrator to see if streaming media formats are blocked by your corporate firewall or proxy server.

Also, you can have your IT administrator configure your media player to support HTTP-only protocol traffic over port 80. This may also help to resolve firewall-related issues.
[Refer to the Windows Media Player and/or Real Media Player help pages for more information.]