FAQ
Phone
Q. What do I do if I lose my card?
A. Contact conferencing@team.telstra.com or call 1800 011 080 option 1 immediately
Q. What do I do if I forget my PIN number?
A. Contact conferencing@team.telstra.com or call 1800 011 080 option 1 immediately an operator will be able to provide you with your PIN number providing you have adequate proof of your identity
Q. How do I make sure a conference has ended when I hang up?
A. The conference will end when the participants hang up
Q. How long will my account be valid for?
A. Your account remains valid until cancelled by or an approving officer
Q. How secure is my personal information?
A. Your personal details are subject to the same straight requirements that already exist for all personal and corporate data within Telstra
Q. How do I add an extra participant to a conference that has already been booked?
A. Call 1800 011 080 option 1 quote the reservation number and advise the operator of the contact details of the participant you would like to add
Q. How do I add an extra participant to a conference that has already started?
A. If you are on the conference press *0, and an operator will connect the required participant.
If you are not on the conference call 1800 011 080 option 1 and advise the operator of the contact details of the participant you would like to add
Q. Can I record a conference?
A. Yes, Conferences can be recorded onto Tape, CD or Digitally stored on the Conferencing Digital Record with Playback (CDRP) system. Call 1800 011 080 option 1 to find out more
Q. Can participants "listen Only" to my conference?
A. Yes, You will need to advise the operator when booking the conference, available on Operator Assisted Conferences only
Q. Can each of my participants pay for their own charges?
A. Yes, each participant must agree to paying their own line charges prior to adding them into conference. You will need to advise the operator when booking the conference, available on Operator Assisted Conferences only.
Web
Video
Q. The quality of my video conference is not very good, what can I do to improve it?
A. There are many ways to improve the quality of your video conference. From a maintenance check of your hardware, which Telstra Conferencing can provide, to a potential upgrade or replacement of existing hardware
The following hints will assist you to achieve a good audio/visual outcome
- Consider using a higher bandwidth
- Cut down on the natural light entering the room
- Pale blue is the best colour background for video conferencing
- Good artificial lighting
- Wear plain clothes
- Make sure everyone in the room has access to the microphone
- Minimise the extraneous noise in the room
- Adjust audio levels on your TV / Monitors to reduce feedback
- Be aware that you can be seen at all times
- Keep surroundings tidy, untidiness is exaggerated when viewed from other sites
Q. I can hear people speaking whilst I'm presenting, how can I avoid this?
A. No matter how subtle, side conversations can be picked up by sensitive microphones. Remember to mute your video conference unit if your not holding the floor
Q. I can see the other sites, but they can't see me. Why?
A. Try the following:
- Use the self view facility to check your image
- Check the camera is switched on
- Check the lens cap has been removed from the camera
- Check that you are sending your image from the main camera. (perhaps "document camera" has been selected by mistake)
A. Have you checked the following?
If you are still experiencing problems please consult with your Telstra Video Conferencing administrator on 1800 011 080 option 2
Q. Why can't I dial out from the video conferencing system?
A. Are your ISDN lines connected properly?. Have you checked your video conferencing system diagnostics? If not call your Telstra Video Conferencing administrator on 1800 011 080 option 2 and we will check your system for you
Q. Nobody can dial into my video conference?
A. Make sure your video conference system is turned on, configured correctly and that the network has been connected correctly; and that the ISDN lines are in the right order. If everything appears correct, run the video conferencing diagnostics (most recent systems have onboard diagnostics) that will check your systems and the network connections. If everything appears fine you will need to check your PABX to make sure that ISDN is being delivered to the right ports / connections. Alternatively you will need to check with your ISDN provider to make sure your ISDN has no faults or call barring
Q. Should I test my system before a conference?
A. Yes, testing is recommended to ensure that your conference runs smoothly
Q. How many sites can be connected to my conference?
A. A maximum of 24 sites at 384Kbs
Q. How cost effective is video conferencing?
A. Compare the cost of video conferencing with the following options
- The time you and your staff are out of the office
- The time your staff spend on organising your trip
- The cost of travel, accommodation and meals while you are away
- The time away from family
- The risks involved in travel
Q. I need to video conference every now and then but I don't want to invest in my own video equipment?
A. Telstra Video Conferencing administrators can arrange a room and equipment for you to hold a once off or casual use video conference
Q. What if I want to buy my own video conferencing equipment?
A. Telstra Video Conferencing can provide the latest video conferencing equipment to suit your budget and your business needs. You will find purchasing options under Collaboration at conferencing.telstra.com/solutions
Telstra Hosted Desktop Video (TIPVC)
Q. What does the product do?
A. IPVC allows you to:
- Change layout - Synchronize layout - Mute - Invite participants on the fly - Disconnect - Lock conference - End conference - End conference
Q: What are the product plans?
What do I need to use the service?
The following is the recommended end user hardware requirements. This is a hosted service so there is no additional hardware required. Hardware
| Quality | CPU | RAM | Example configurations (see glossary for description of formats) |
| Recommended configuration for Full audio and video experience | Pentium IV 1.8GHz or equivalent Best | 512MB | Best audio and video? QCIF video size at 30 fps with 6 videos received or CIF at 15 fps, 4 videos received ? G.722 audio ? Echo cancellation enabled(Win XP) |
| Configuration for reduced performance audio and video | Pentium III 800 MHz or equivalent | 256 MB | Presentation and… Small video size, audio: ? SQCIF video at 5-10 fps with 8 videos received ? G.711 audio Medium video size, audio: ? QCIF video size at 15 fps with 3 videos received (4 opened) ? G.711 audio Large video size, audio, presentation ? CIF video at 15 fps, 1 video received ? G.711 audio |
| Peripheral Equipment | Web Camera (VGA quality for best result) Microphone (echo cancelling for best results) Headset | ||
| Software | |||
| All GUI's | Microsoft IE 6.0 and above Windows XP (SP1/SP2) Windows 2000 (SP3/4) | ||
| Outlook client integration | Microsoft Outlook 2000 Microsoft Outlook XP Microsoft Outlook 2003 | ||
| Ability for user to load IPVC client app | Normally, IPVC will detect if it needs to load the client app into your PC at the time of the conference and will automatically start to download. To do this successfully you must have local admin rights to the PC the client is being installed on. Java is also required if using the auto install via the IPVC portal. If Java is not allowed then an executable file is available for download and local install. If you doe not have local admin rights then you need to talk to your IT department. They can roll out the IPVC client as part of your SOE environment . | ||
| Access | |||
| Access | Full internet access | ||
| Bandwidth | Dependant on video quality, number of concurrent videos in a session, number of concurrent collaboration sessions sharing the internet access port. For example a small video size collaboration hosted session with a total of 4 external participates will require approximately 360KB/s down stream and 128KB/s upstream through your LAN and internet gateway. | ||
Q. What do my guests need to participate?
A. As per answer to question 1 for full collaborative IP to IP session. Guests can also participant from a mobile phone, ordinary telephone and ISDN room based system.
Q. Are there any usability limitations in using IPVC with non IP devices?
A. IPVC currently does not support video transcoding. This means the quality of the video will be dependant on the ability of the connected devices. Video from 3G mobile phones has a maximum bandwidth of 56kbps, which is quite low. In order to give maximum flexibility you will be given a 3G option from which to choose from when setting up a meeting.
3G option, when selected will support mobile phones, POTS and IP to IP participants and some Room based systems. See next question.
Normal option will support legacy ISDN rooms, POTS, mobiles (audio only) and IP to IP participants.
A. We do not recommend connecting a room based system when the 3G option is selected. Although we have successfully connected a number of Room based systems in this configuration it is reliant on the Room based system supporting 64kbps operation – many do not. As this is below the standard speed of 128Kbps we cannot offer any support if you are unsuccessful.
Q. Does IPVC have inbuilt audio?
A. Yes, IPVC does have an inbuilt audio codec. This Voice over IP component is subject to the quality of the internet, just like any other VoIP service. Audio comes from the computer not your phone. To get the best quality you should invest in a high quality echo cancelling microphone – headset/speaker package. These are now commonly available in any computer retail outlet. Several hardware products have recently been released to provide the highest quality out of a VoIP environment. Products such as Polycom’s communicator are purpose built for this and give very good results.
However, from time to time you may want even better audio for your conferences. To accommodate this we will provide you with Telstra Conferencings’ premium self hosted audio service. In this case you and your guests would use your telephones for audio and use your computer for Video and collaboration. This provides the highest quality audio particularly for larger collaboration sessions with no delay - lip sync cannot be maintained in this situation however users indicate that this is not a major distraction in most circumstances.
There is no fixed charge for the premium self hosted audio service however call charges will apply when you use it.
A. Normal Internet access and data usage charges to you and your guests from your service provider(s) would apply. If the collaboration sessions are between PC’s and the integrated VoIP capability of IPVC is used then, other than fixed rental, no other charges would apply. Guests using devices connecting through other networks would attract call charges. For example, if you call a 3G video mobile from your IPVC service, as the account holder you would be charged at a rate commensurate with a standard mobile video call. These are outlined in Telstra’s Our Terms and conditions (OCT). The same principal applies for calls to fixed line telephones and ISDN connected Room based Video systems. If your guests dial into your conference they would attract a call charge from their normal service provider. You will be provided with indial numbers that your guests can call if they are using an ordinary telephone, mobile or H.320 end point. The device used by your guest must be capable of sending post dial DTMF (PIN code) to allow them to join your conference. These numbers will be based on standard national numbers therefore, depending on where your guests are in relation to our hosted equipment will depend on what they will be charged by their service provider. We cannot offer a Freecall number with IPVC. Any Host related call charges will be billed in arrears on a monthly basis to the previously nominated billing Australian fixed line number.
Q. I currently enjoy discounted Telstra Conferencing pricing on a number of products, does this discount apply to IPVC?
A. If you currently enjoy discounted price on usage based Telstra Conferencing audio and video services the effective charge rate would be the same whether you are using IPVC or your other Telstra Conferencing products. For example, if you are currently using Telstra Conferencing’s premium Self hosted service and have a discount plan the same discount would apply if you made an outgoing call to a plain old telephone from your IPVC service
A. This situation may occur where you have decided to use you Telstra Conferencing premium self hosted account for audio conferencing and also want to connect a video mobile. In this situation, audio from the video mobile will be VoIP and will not be heard in the self hosted audio session. To bring the mobile into the audio conference you will need to initiate an outgoing (POTS) call from IPVC into your premium self hosted audio session.
Q. Can a guest using a video enabled mobile or standards based ISDN end point see the data collaboration component of IPVC?
A. No, but a video enabled mobile user could also attend the conference via the web as a data only participant while on video in the conference. Likewise, a standards based ISDN end point user could setup a concurrent session using a PC to see the data collaboration (note, these additional sessions add to the concurrent user number of participants.)
A. The standards based Video Conferencing end point as well as the mobile device will view the active speaker at all times. If the end point is a PC, it will be able to use the continuous presence capability of IPVC and view the conferencing in Continuous Presence (CP) mode.
Q. How do I invite guests to a conference?
A. As the account holder there are a number of ways you are able to invite guests to a collaboration. One way is via the IPVC scheduling portal. You may invite guests via their email address or if populated via your address book simply by clicking on their names. Once you click on the schedule button, an email invitation will be sent directly to the guest, to arrive in his or her in-box. Accompanying this invite will be all relevant meeting information including password, numbers to dial into the session (if not on PC) and a URL to simply click on and enter into the appropriate virtual meeting room. Refer to our user guide for more information.
A. You and your guests are able to see up to 8* video screens within any one collaboration session. You have a large number of video arrangements available by a simple click. They can be changed at any time from within the conference. You can force the changed layout on your guests or alternatively let each guest arrange their own preferred video layout. (*Depending on plan chosen)
Q. What bandwidth is required?
A. The following approximate requirements will help in determining what would be required in a typical installation.
Low resolution virtual room – 80kbps per participant
High resolution virtual room – 128kbps – 500kbps per participant.
For example, if you have a plan that allows a total of four participants (including yourself), the following approximate typical DSL bandwidth plan would be required. Note this is assuming no other traffic is on the link at the same time.
Low resolution – 128/512 kbps internet bandwidth
High resolution - 256/1.5 mbps internet bandwidth
It should be noted that you can throttle the bandwidth used on a per conference basis.
A. IPVC has its own directory and is not linked to your corporate directory. However if you are also using Microsoft Outlook IPVC can use your Outlook client to look up an address. Also , you can schedule an IPVC conference directly from within Outlook via the IPVC tab.
Q. Can I run IPVC on a MAC?
A.
The current release of IPVC does not support MAC end points.
Q. What settings can I change?
A. I you have a named user account, Telstra will set up an account name, password and userID. You will also be given an amount of storage space for temporary file storage and a maximum room bandwidth for low resolution and high resolution rooms. You will need to inform Telstra if you wish to change any options. No charge will be incurred for any changes.
Q. What is the security like on this product?
A
. IPVC offers HTTPS support and encrypted user names and passwords. Video and audio is not encrypted.
A. You will not be able to invite more guests than their licence limit however you can use your Telstra self hosted audio service as overflow for audio only participants if you need to (Call charges will apply). Simply dial in the service from IPVC and ask your additional guest to dial into the audio service. This will allow an additional number of audio only participants in the conference.
Q. Do I or my guests need Active X enabled on our computers?
A. No, the IPVC plug-in client is supported by Java and does not use Active X
A. You and affected guest will need to contact your relevant local administrator to arrange a manual installation of the plug-in. Telstra can supply the executable . Anyone is able to load the IPVC client and participate in a conference, and it is free of charge however only profiled users can schedule conferences and create conferences via the portal.
Q. How does IPVC handle my Company’s firewall?
A.
IPVC uses Simple Application Level Tunnelling (SALT) to get through most firewall or Proxy configurations. The following ports need to be opened for SALT.
For Video Audio and web based features only TCP Ports 80 and 443 outbound are required. If Application sharing is also required (allow remote control of a shared application) then TCP port 1503 outbound is required. If it is not possible to allow TCP 1503 outbound then a Driver level tunnelling software needs to be installed on the local computer and will allow application sharing using TCP port 443. This can be done from the settings / client settings / network page of IPVC.
We recommend that your firewall is configured to accommodate SALT. Most are already configured this way and no changes are required. With the Driver-level Tunnelling option, connections are tunnelled through TCP port 443 (the default HTTPS port). If required, you and /or your guests will need to install this software.
However please note the following important information if you use the Driver-level Tunnelling option.
Driver level tunnelling applications may interfere with the operation of other driver level tunnelling software already installed e.g. VPN software.
A. If your company is not a large multi national or Government department chances are you do not use Proxy servers and this question is not relevant, however if you do have proxy servers the following information is provided. Proxy’s are responsible for connecting all internet traffic for your organisation during peak times if it takes longer to load your web pages your proxies are probably overloaded and this will affect the quality of the video conferencing. If possible the Security administrator should allow the proxies to be bypassed for traffic going to this trusted server.
Q. Does IPVC work with MS Vista?
A.
MS Vista is not currently officially supported. You may encounter problems running on this new operating system.
MS Vista operating system no longer supports T.120, so the application sharing component of IPVC will not work on Vista systems. Application presentation mode (which is what most people use) works fine on Vista. We will be moving to new standard called H.239 which will work on Vista and XP. This will be available shortly.
