Genesys Meeting Center FAQ's
Using Genesys Meeting Center - Audio
Q. What if I forget my PIN number?
A. Call your local Genesys Customer Support. After verifying
the identity of the chairperson, they will provide you with
your PIN number.
Q. Do I need to make a reservation?
A. No, you can use your Genesys Meeting Center number at
anytime 24 x 7. There is no need to make a reservation once
your subscription is activated.
Q. How do I record my audio call?
A. Press *17* to record.
Q. What happens if I don't press *9* to disconnect the
A. Most of the time this will not be a problem. However,
on occasion lines don't fully disconnect and remain active
on the conference call after everyone else has disconnected.
For security reasons however, it is recommended that the
Host always press *9* before disconnecting if he does not
want anyone to remain in the room after he/she disconnects.
Q. I am the host and entered my PIN code but I am still
listening to music?
A. The host must press the * key on their telephone keypad
before and after the pin code (for example, *1234*). The
system will only hear what is entered in between *'s, therefore
the first * should be pressed firmly. If you still cannot
enter the room after entering the correct sequence, the
PIN code you have might not be the same one as the one in
our system. Contact your local Genesys customer support
representative for further assistance.
Q. How do I dial-out to an international party?
A. You can dial-out to an international participant from
the conference room: to another country: Press *011 + country
code + area code + telephone number*. To dial-out to a domestic
participant just enter *1 + area code + telephone number*.
From Europe or Asia Pacific: Press *00 + country code +
area code + telephone number*
Q. There is noise, music, or echo in my conference.
Who can help me with that?
A. Noise in the conference can come from a variety of sources.
Cell phones and speaker phones are a common culprit. Another
common source of the problem could be a bad line connection
from one of the callers. As the host you might want to ask
your participants to pick up the receiver if they are on
a speaker phone, dial-in on a land line if they are on a
cell phone or have the participant hang up and dial back
in again. If the noise began right after a particular participant
entered the conference room, you can press *2* to disconnect
that last incoming line. Individual participants with noise
on their line can activate self mute, by dialing * 6 * .
You may also contact customer support for further assistance
in isolating the offending line.
Q. How do I get my own Genesys Meeting Center number?
A. To obtain your own Genesys Meeting Center number, contact
the Account Development Representative for your company.
If you don't know who that is, then call your local Genesys
Conferencing customer support representative. We will find
out for you.
Q. If the host of the conference disconnects, will that
automatically disconnect everyone else?
A. No, it will not. If the moderator does not press *9*
before disconnecting, then anyone who stays on the line
will be able to continue with the conference call.
Q. Can the participants talk to each other before the
Host dials in for the conference?
A. Anyone who dials-in before the moderator will be in a
"waiting room" listening to music until the moderator
opens access to the room. The participants will not be able
to hear each other or know if anyone else is waiting as
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Using Genesys Meeting Center
Q. What is Genesys Meeting Center?
A. Genesys Meeting Center is an automated virtual communications
platform that integrates world class audio conferencing,
web conferencing, and desktop videoconferencing. No reservation
is required, and the moderator holds complete control of
the meeting. Genesys Meeting Center includes advanced audio
control features that enable the moderator to dial out to
participants, control who is speaking, and who is entering
or leaving the meeting. The service also allows the users
to present PowerPoint slides, work on / share documents
together, take participants on web tours and exchange chat
messages. If the video option has been activated, the moderator
and / or participants can be seen simultaneously via a webcam
during the meeting.
Q. What sort of applications can I use Genesys Meeting
A. The main application for Genesys Meeting Center is to
conduct spontaneous or scheduled small collaborative meetings.
However, given the scope and feature set of Genesys Meeting
Center, it may also be used for small event style conferences.
Typical applications include sales meetings, marketing seminars,
product announcements, training sessions and channel communications.
Q. Is specific training for Genesys Meeting Center necessary?
A. No, but attending one of the online or recorded training
sessions via www.genesys.com is certainly worthwhile and
highly recommended for maximum effectiveness.
Q. Do I have to pay for training sessions?
A. No, our online training sessions are free of charge.
Q. Is there a price advantage to using Genesys Meeting
Center as opposed to using an operator assisted conference
A. Yes, the cost of using Genesys Meeting Center is significantly
lower. However, operator assisted conferences are generally
high profile events that require a 100% success rate and
the only way to achieve this is with human assistance. The
extra cost of human assistance is therefore justified.
Q. How much does Genesys Meeting Center cost?
A. Genesys Meeting Center is competitively priced per minute,
per user, per connection. Genesys offers affordable rates
for all usage needs, whether large or small, audio or fully
integrated multimedia. For more detailed information, please
contact your local Genesys sales office.
Q. What do you mean by Firewall Transparent?
A. All Genesys Meeting Center features are firewall transparent,
meaning that they adapt to the security of any firewall
for which regular web browsing is enabled. The Application
Sharing feature works with firewalls without requiring any
changes to the firewall security settings. The Genesys Meeting
Center will try to communicate using the most efficient
protocol possible, either TCP or HTTP.
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Q. Can I still get operator assistance on a conference
managed through Genesys Meeting Center?
A. Genesys Meeting Center provides 24x7 customer support.
The moderator of the conference can either email customer
services from the meeting center or dial customer services
during the conference. The customer support representative
and the moderator are automatically put in a sub-conference
room in order to not disturb the other participants of the
Q. What happens if I have a problem?
A. Customers may choose from three ways of contacting customer
- Dial * 10 * on their telephones
- Click on Dial Customer services from within
- Send an email from within the meeting center.
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Requirements and Downloads
Q. What technology/infrastructure is needed to support
Genesys Meeting Center?
A. Genesys Meeting Center uses the ASP (Application Service
Provider) model. Genesys Meeting Center is a service, not
a product; therefore there is absolutely no on-site infrastructure
required from the customer perspective Genesys provides
the global infrastructure and sells access to this infrastructure
via the Genesys Meeting Center service.
Q. How long does it take to install this service on
A. Moderators have to download a small java applet
on to their PCs. This is done virtually transparently.
Participants have absolutely nothing to download
indeed this is one of the strongest selling points of Genesys
Meeting Center. However, in order to use the application
sharing feature of Genesys Meeting Center, moderators must
download a small plug-in in order to share any application
running on their desktop.
Q. Where do I download a new version of my browser?
A. If you are updating Microsoft Internet Explorer, visit
www.microsoft.com/windows/ie/ and look for security
updates. This will allow you to install the latest
patches for IE.
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Presenting PowerPoint Slides
Q. Why does it take so long to upload a presentation?
A. When you upload a presentation, there are some points
to be aware of. First, the larger the presentation, the
longer it will take to upload. For example, if you are uploading
a 1MB presentation, and you have a 28.8K-modem connection,
it can take 20 minutes to upload that presentation.
Q. Why does my PowerPoint® look different when it
is uploaded to my account?
A. When a PowerPoint® presentation is uploaded to Genesys
Meeting Center, a conversion process always takes place.
To ensure the optimal upload quality, you should choose
the advanced upload option, instead of the express upload.
All the information that is contained within a presentation
will be converted to Dynamic HTML (DHTML). If there is information
within your presentation that is accessed via a link, such
as a movie or sound clip, Genesys Meeting Center will not
be able to maintain that link during the conversion process.
It is best to embed all resources in your presentation to
make sure that Genesys Meeting Center recognizes and maintains
the information. You may also notice that text looks different
when it is converted to DHTML. What has happened is that
DHTML is not recognizing a true font. For example, if you
have specified an 18-point font, sometimes the DHTML conversion
process will change that font to 18.73 points. What then
happens is that the text drops a letter, due
to the lack of space within the text box. It is suggested
that you leave plenty of room in and around your text boxes
to allow for change of font size and to prevent overlapping.
Gradients also do not convert well to DHTML. Gradients will
appear with distinct lines to break up the various shades.
Solid color backgrounds are highly recommended.
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Q. Why do my viewers see a green screen
when I am application sharing?
A. Once you have successfully started an application sharing
session, you will be able to select the application that
you wish to share. If you open another window, or minimize
the program that you are sharing, the dominant window will
display to your audience as a green square, overshadowing
the window that you are supposed to be sharing.
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Security and Errors
Q. How secure is Genesys Meeting Center?
A. Very secure, as there are multiple layers of security
available: The first level is password protection. You can
password protect conferences with a password for participants
as well as presenters. In addition, you can close
the door to your conference. This means that participants
entering both the audio and web portion of your conference
go into a virtual waiting room to wait to be greeting by
the moderator. The moderator can also see the name of everyone
attending both audio and or web participants, so if there
is a name that the moderator does not recognize, they can
always enquire of that person who they are. If there is
someone who is in the room that shouldnt be there,
the moderator can dismiss that participant at any time.
Any information that has been uploaded to the conference
server can only be viewed by the people who have access
to that account. In essence, each account has its own directory
on the server. Without the proper rights, other participants
cant see that directory. Security can be taken one
step further, when discussing Secure Socket Layer or SSL.
SSL offers 128-bit encryption, which is the highest level
of encryption that is offered to the consumer marketplace.
It is the same level of security that banks and online shopping
companies use. There is also Tempest Level security. This
is when we store all the information on the customer site,
behind their firewall and just use Genesys Meeting Center
as the medium.
error is to close all applications and try it again. If
you still get the same error, also try rebooting your computer.
Also, if the person is on a dial up connection to the Internet,
ask the person to hang up the line and try reconnecting.
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Q. Can I use a web cam with one of the eMeeting solutions?
A. Yes. Genesys provides the ability to use a web cam with
your audio/web conference. Please keep in mind that Genesys
uses low bandwidth for web cam video, so the picture will
appear a bit jerky. For recommendations on what web cam
to purchase, please contact Genesys at 1-866-437-3797. Our
ISTS network team cannot guarantee that your location will
be able to operate smoothly with this device, so it is recommended
that you test your web cam usability with someone before
relying on its use for your meeting.
Q. How can I share my web cam in a meeting?
A. For participants to share their web cams in a meeting,
go to the "Genesys Conferencing" web page, then
in Preferences, select the Meeting Preferences tab. Uncheck
the box that says Restrict video to moderator and presenters.
This will allow participants to choose to broadcast their
web cams when entering a meeting.
Q. What do I do if I can see myself on web cam but cannot
see others that have logged in using their web cams?
A. You may need to download the latest version of Java.
This is easily accomplished by logging into the Java web
site at http://java.com/en/ and downloading their latest
version, which is free. You will be required to reboot your
computer, so you should allow yourself at least 15 minutes
to accomplish all of this. If problems still persist, contact
the Genesys Helpline at 1-866-GENESYS.
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