Digital Business: Audio Conferencing

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Audio conferencing element of the Digital Business seminars -- helping your business to improve efficiency and increase profits.

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  • Attended Conference Call A conference call with an operator on the call, announcing and monitoring the call. Managing and Q&A sessions. This may also be referred to as an Operator Assisted Conference. Automated Conference Call A conference call whereby you access the call via a passcode and there is no operator on the call. Passcodes generally vary for the call moderator and the call attendees. Various level of security can also be imposed on a conference call.
  • Moderator The participant who is hosting the conference call. Can sometimes be referred to as the chairperson, as a representative of the host organisation. The moderator usually facilitates the conference or Event.
  • Audio Conferencing Bridge The bridge is the piece of conferencing equipment used to connect three or more telephone lines so that everyone can participate in the same telephone call. Service Delivery: Reference Graphic The delivery of the conferencing service is achieved through the co-ordinated efforts of two elements, the Conference Servers and the Media Server. The Conference Servers provide the business/application logic that defines the behaviour of the service in terms of what prompts get played and what DTMF tones invoke specific conference features. The Media Server, under the control of the Conference Server is responsible for playing digitized audio prompts, capturing DTMF digits entered by the user and mixing the incoming audio streams from each of the participants. The complete system consists of functionally identical conference service sites that are geographically distributed to provide service delivery during disaster events. Source : PGi Article (Reference Thesis Section)
  • Link : http://www.intercall.com/ Link : http://www.globalcrossing.com/enterprise/collaboration/collaboration_ready_access_over.aspx
  • Link : http://www.arkadin.co.uk/ Link : http://www.skype.com/intl/en-us/features/allfeatures/conference-calls/
  • Link : http://www.btconferencing.co.uk/products-and-services/audio-conferencing/ Link : http://www.pgi.com/ie/en/
  • Link : http://www.powwownow.co.uk/Premium
  • Link : http://www.allconferencecalls.com/teleconference/voice-ayce-tollfree/
  • Low-Call Conference Call Access The cost of the call to access the conference (bridge) is the price of a local call regardless of location in the local country.
  • To start an audio meeting: 1. Dial in on your local Conference Access number, as listed below. 2. Enter your Moderator passcode followed by the # sign on your phone keypad. 3. Ask your participants to dial in the same way and enter the Participant passcode followed by the # sign. Sample Conference Details Conference Title: Executive 1to1 IT Strategies Moderator Name: Alfie Keary Company Name: 1to1 Knowledge Client ID: 12345678 Web Password: abc123 Note : To change your password, please log on to your account via the website. Conference Passcodes Moderator Passcode: 123456789 Participant Passcode: 987654321
  • Typical Moderator Features of an Audio Conference Moderator Features Press *91 to hear a participant count. Press *92 to hear a roll call of participants. Press *93 to disconnect all participant lines. Press *94 to lock or unlock conference. Press *96 to mute all participant lines. Press *97 to un-mute all participant lines. Press *21 to activate Subconferencing. Press *22 to initiate record and playback ( *22 again to pause/stop the recording) Press *31 to turn Conference Security Code on/off. Press *32 to record your Conference Introduction.
  • Typical Moderator Features of an Audio Conference : Recording Once in the conference press *22 to initiate recording. Moderator can start, stop, pause, erase and restart a recording any time during a conference. The moderator will be automatically sent an e-mail to the address that is stored on the conferencing system. The email will provide the details required to access the audio conferencing recording. The access details will provide a new dial-in number and passcode so as to enable multiple recordings. Selected Moderator Features of an Audio Conference : Dial-Out Generally must be enables for a moderator Feature to dial out to a person you wish to connect to the conference. Used when you need input from a person OnDemand if you know they are available. Presence technology can be used here to know if the person is available. Typically *95 will activate the dial-out feature. When you have got the person usually the # key will place the persons line into the conference. Moderator then presses * to return to the conference. Note : Option may need to be configured on specific conferencing bridges.
  • Typical Features of an Audio Conference : General Features Tones played when entering the conference Tones played when exiting the conference Tones played when entering/exiting subconferences Participants are placed on hold (with music) until the moderator passcode is entered Record and Playback is available by pressing *22 . You will receive an email with your recording details at the end of your call. PO/Billing reference number assigned to conferences Record name for roll call during conference Listen only-passcode to allow listen only participation. Participant and Moderator Conference Shortcuts Press *1 to hear a help menu. Press *0 to reach an operator. Press *6 to mute or “un-mute” line. Press *4 to increase conference volume. Press *7 to decrease conference volume. Press *5 to increase your voice volume. Press *8 to decrease your voice volume.
  • Conference Call Access Across Global Bands Local Access : Costs will vary depending where the participant is accessing the conference call from. FreePhone/TollFree Landline Access : This is more expensive and the telecomms operator in the country usually enables this facility. With this access the participant has Zero costs for attending the conference. This is used with employees on the move so they do not need to re-claim expenses or pay expensive hotel bills. FreePhone/TollFree Mobile Access : This access can vary and is a function of the charges by the various global mobile phone operators. If this is to be a regular conference with FreePhone mobile access then a cost analysis should be carried out as a cost control measure. FreePhone/TollFree PayPhone Access : Cost will vary here depending on the country the pay phone is located in. This is possibly a rare access for participants considering mobile phone availability. Moderator DialOut Landline & Mobile : Will vary depending on the distance the moderator has to dial-out to.
  • VoIP access to conference Services provide by SkyPe. Also possible to use landlines and mobiles to access the conference. Universal Voice Audio & VoIP combined in the conference Later : Adobe Connect, PGi iMeet, WebEx
  • Value Added Features of an Audio Conference :
  • Value Added Features of an Audio Conference : Mobile Apps Tap Your Way into Easy Audio Meetings Mobile app access gives you the power to easily host audio conferences in the palm of your hand. • See participants name, title and photo • View who is talking • Record the call for later playback • Adjust volumes and mute noisy lines • Dial out to more invitees • Lock the call for more security Source : pgi.com Link : www.http://www.pgi.com/us/en/conferencing
  • Value Added Features of an Audio Conference : Link : http://itunes.apple.com/gb/app/pgi-mobile/id315640481?mt=8
  • Large Event Calls using Audio Conference : Use automated passcodes with the services of a dedicated operator. Calls cater for very large numbers on a conference call. May require a dedicated Event Manager Conference bridges may have to be reserved. Failure to attend will activate no-show fees. Certain flexibility is generally allowed +/- 20% of attendees. Customised eMails are sent out to all attendees upon Event registration for the call. Pre call bridge set-up by trained operator. Covers recording, customised prompts, on-hold messages. Typically about 15 minutes before call starts the operator will dial out to call presenters to check sound quality, call flow and features review. Operators can greet all attendees to capture required details and to secure access to the call. Operators may also dial out to attendees if required for the event call. The operator may conduct Q&A and polling sessions during the call. Presenters can have direct contact to the operators using a dedicated communication line only available to the call team. Operators close the call with an agreed script from the client. Post event reporting and recordings are processed for the client.
  • Audio Conferencing Demonstration : Task #1 Access to online audio conferencing account : Visit : www.eurcplus.com Review of features available for audio conferencing on the platform. Review of moderator reporting features on the platform. Task #2 Set up a conference call Use passcode access features Use moderator features such as *22 etc Bring other participant into the call Task #3 Use moderator dial-out feature Bring another person into the call.
  • Digital Business: Audio Conferencing

    1. 1. digital BUSINESS improve efficiency INCREASE PROFITS With Calvin Jones and Alfie Keary
    2. 2. Session Overview <ul><li>What is Audio/Tele Conferencing (AC) </li></ul><ul><ul><li>Conferencing Providers </li></ul></ul><ul><li>Business Models </li></ul><ul><li>Applications </li></ul><ul><li>Standard Features/Services </li></ul><ul><ul><li>Event Management Services </li></ul></ul><ul><ul><li>Value Added Services </li></ul></ul><ul><li>Audio Conferencing Demonstration </li></ul>
    3. 3. Audio Conferencing Basics <ul><li>Attended Audio Conferencing </li></ul><ul><ul><li>Operator on the call </li></ul></ul><ul><ul><li>Announcing and monitoring the call </li></ul></ul><ul><ul><li>Managing the Q&A </li></ul></ul><ul><ul><li>Scheduled </li></ul></ul><ul><li>Automated Audio Conferencing </li></ul><ul><ul><li>Access the call 24/7 </li></ul></ul><ul><ul><li>Use passcodes </li></ul></ul><ul><ul><li>No dedicated operator </li></ul></ul>
    4. 4. Audio Conferencing Basics Moderator Operator Attendees
    5. 5. Audio Conferencing Bridges Source : Traditional & NG Bridge Architecture (PGS, 2008)
    6. 6. Audio Conferencing Providers
    7. 9. Business Models <ul><li>Pay as You Use </li></ul><ul><ul><li>More expensive, list rates </li></ul></ul><ul><ul><li>Occasional users </li></ul></ul><ul><ul><li>No contract </li></ul></ul><ul><ul><li>Global bands </li></ul></ul><ul><li>Monthly Premiums </li></ul><ul><ul><li>Bundle of minutes like mobile packages </li></ul></ul><ul><ul><li>Usually limited minutes pm </li></ul></ul><ul><ul><li>Global location limits/bands will apply </li></ul></ul>
    8. 10. Business Models <ul><li>Free Conferencing </li></ul><ul><ul><li>SkyPe, PowWowNow </li></ul></ul>
    9. 11. Business Models <ul><li>All You Can Use </li></ul><ul><ul><li>All Conference Calls </li></ul></ul>
    10. 12. Business Models <ul><li>Client Rate Reviews - Large Moderator Base </li></ul><ul><ul><li>Global band usage analysis </li></ul></ul><ul><ul><li>Rate plan reviews and business development </li></ul></ul><ul><li>Bulk Purchase of Minutes - Corporate </li></ul><ul><ul><li>Global deals </li></ul></ul><ul><ul><li>Global resellers </li></ul></ul><ul><li>Attendee Pays - Chargeback Potential </li></ul><ul><ul><li>Premium access per minute </li></ul></ul><ul><ul><li>Charge back to attendee </li></ul></ul>
    11. 13. Business Applications <ul><li>Sales </li></ul><ul><ul><li>Weekly & Regular Meetings </li></ul></ul><ul><ul><li>Targets & Performance Reviews </li></ul></ul><ul><li>Marketing </li></ul><ul><ul><li>Focus Groups </li></ul></ul><ul><ul><li>Product launches </li></ul></ul><ul><li>Management/Boardroom </li></ul><ul><ul><li>Formal Meetings </li></ul></ul><ul><ul><li>Expert Consultations </li></ul></ul><ul><ul><li>Rapid Decision Making </li></ul></ul>
    12. 14. Business Applications Disaster Planning & Emergency Response Medical Consultations & Notifications ShareHolders Events National Organisation Events
    13. 15. Your Business Applications <ul><li>Group Exercise - 5 Minutes </li></ul><ul><ul><li>Consider audio conferencing applications </li></ul></ul><ul><ul><li>Discuss current uses of audio conferencing </li></ul></ul><ul><ul><li>Discuss future potential for audio conferencing </li></ul></ul><ul><ul><li>Discuss expected benefits </li></ul></ul><ul><ul><li>Document </li></ul></ul><ul><ul><li>Group feedback </li></ul></ul>
    14. 16. AC - Standard Feature Set <ul><li>Dial in Local Global Access </li></ul><ul><ul><li>Number Extract </li></ul></ul>
    15. 17. AC - Standard Feature Set <ul><li>Dial in FreePhone/TollFree Global Access </li></ul><ul><ul><li>Number Extract </li></ul></ul><ul><ul><li>ToolFree for Attendees ONLY! </li></ul></ul>
    16. 18. AC - Local Global Banding
    17. 19. AC - Low-Call Access Banding
    18. 20. AC - TollFree & Mobile Banding
    19. 21. Conducting a Conference <ul><li>Running an Audio Conference </li></ul><ul><ul><ul><li>Dial into local access number </li></ul></ul></ul><ul><ul><ul><li>Enter moderator passcode </li></ul></ul></ul><ul><ul><ul><li>Ask attendees to dial in to their local number and enter participant passcode </li></ul></ul></ul><ul><ul><ul><li>Follow prompts </li></ul></ul></ul><ul><ul><ul><li>Dial *0 for a Live Operator </li></ul></ul></ul><ul><li>Passcodes </li></ul><ul><ul><ul><li>Moderators </li></ul></ul></ul><ul><ul><ul><li>Participants </li></ul></ul></ul>
    20. 22. Moderator Features <ul><li>Participant Count, Roll Call </li></ul><ul><li>Lock, Un-lock conference </li></ul><ul><li>Disconnect all lines </li></ul><ul><li>Mute, un-mute lines </li></ul><ul><li>Subconferencing features </li></ul><ul><li>Record conference introduction </li></ul><ul><li>Record conference for playback </li></ul><ul><li>Extra security codes </li></ul>
    21. 23. Moderator Features <ul><li>Example : Conference Recording </li></ul><ul><ul><li>Use moderator code *22 </li></ul></ul><ul><ul><li>Start, Stop, Pause </li></ul></ul><ul><ul><li>eMail with access details </li></ul></ul><ul><li>Example : Moderator Dial Out </li></ul><ul><ul><li>Must be enabled </li></ul></ul><ul><ul><li>Uses moderator code *95 </li></ul></ul><ul><ul><li>Press # to bring line into conference </li></ul></ul>
    22. 24. Participant Features <ul><li>General Features </li></ul><ul><ul><ul><li>Tones on Entry and Exit </li></ul></ul></ul><ul><ul><ul><li>On-hold until moderator enters </li></ul></ul></ul><ul><ul><ul><li>Record name </li></ul></ul></ul><ul><ul><ul><li>Billing features/PO Codes </li></ul></ul></ul><ul><ul><ul><li>Listen only participation </li></ul></ul></ul><ul><li>Conference Shortcuts </li></ul><ul><ul><ul><li>Help Menu </li></ul></ul></ul><ul><ul><ul><li>Operator access </li></ul></ul></ul><ul><ul><ul><li>Conference volume </li></ul></ul></ul><ul><ul><ul><li>Voice volume </li></ul></ul></ul>
    23. 25. AC - Costs Across Bands
    24. 26. VoIP & Universal Voice <ul><li>VoIP access to conference </li></ul><ul><ul><li>SkyPe already discussed </li></ul></ul><ul><ul><li>VoIP access to bridge - Local, TollFree </li></ul></ul><ul><ul><li>Service Level Agreements </li></ul></ul><ul><ul><li>Call quality, management </li></ul></ul><ul><ul><li>Conferencing operators integrating VoIP </li></ul></ul><ul><li>Universal Voice </li></ul><ul><ul><li>Audio & VoIP combined in the conference </li></ul></ul><ul><ul><li>Later : Adobe Connect, PGi iMeet, WebEx </li></ul></ul>
    25. 27. Value Added Features
    26. 28. Value Added Features Mobile Apps for Conferencing
    27. 29. Value Added Features
    28. 30. Event Management <ul><li>Event manager </li></ul><ul><li>Dedicated production team </li></ul><ul><li>Call screening and information gathering </li></ul><ul><li>Pre/Post conference reporting </li></ul><ul><li>Sub-conferencing </li></ul><ul><li>Custom introductions </li></ul><ul><li>Dedicated comms line to operator </li></ul><ul><li>Q&A management and reporting </li></ul>
    29. 31. Audio Conference Demo
    30. 32. Session Review <ul><li>What is Audio/Tele Conferencing (AC) </li></ul><ul><ul><li>Conferencing Providers </li></ul></ul><ul><li>Business Models </li></ul><ul><li>Applications </li></ul><ul><li>Standard Features/Services </li></ul><ul><ul><li>Event Management Services </li></ul></ul><ul><ul><li>Value Added Services </li></ul></ul><ul><li>Audio Conferencing Demonstration </li></ul>

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