Qwest Event Service Definition & Glossary for Wells Fargo Financial

Transcription

1 Qwest Event Service Definition & Glossary for Wells Fargo Financial Event Service is Qwest premium, fuly managed solution designed for event-style applications. Qwest Event Service provides event-based audio and/or web conferencing services. These are hosted service solutions that deliver a real-time, one-to-many conferencing environment which are utilized specifically for large event conferences. Audio Conference Options Operator Managed Conference An all encompassing Operator Managed Audio Conference offering the customer high touch, quality service at every stage. Participants dial in to join using a standard telephone and are connected to a bridge, which enables a multi-way call to take place. The service offers the capability to host a large number of participants. Available services include but are not limited to: Moderator Introduction Custom Enunciator Communication Line Audio View Participant List Operator Assisted Conference A partially Operator Assisted Conference provides participants a dial in option to join a conference using a standard telephone. Participants are greeted by a Live Operator who in turn places the participant into their conference. The service offers the capability to host up to 50 participants. Participants may obtain Operator Assistance by pressing * 0 on their touch tone phone. Passcode Conference Participants dial in to join using a standard telephone, input their numeric passcode and are automatically placed into their conference without the assistance of an Operator. The service offers the capability to host up to 50 participants. Participants may obtain Operator Assistance by pressing * 0 on their touch tone phone. No Additional Services Available.

2 Audio Conference Dialing Options Toll Free Dial In (Free phone) Participants call in on a pre-assigned toll free number and are greeted by an Event Coordinator. The Event Coordinator wil ask for the caler s first and last name, the conference ID, password (if requested by scheduler) and the company or moderator s name hosting the conference. Once all information is provided to the Event Coordinator the participant is entered into the conference call. The company hosting the call pays all conference charges. Toll Dial In Participants call in on a pre-assigned toll number and are greeted by an Event Coordinator. The Event Coordinator wil ask for the caler s first and last name, the conference ID, password (if requested by scheduler) and the company or moderator s name hosting the conference. Once all information is provided to the Event Coordinator the participant is entered into the conference call. The company hosting the call pays all conference charges. The participant will be charged by their local telephone company for dialing a toll dial in number. Dial Out The company scheduling the call gives a list of participants, including name and phone number, to Qwest Conferencing. Event Coordinators call out to each participant, approximately 15 minutes before the call is scheduled to begin, and enters each participant into the conference call. The company hosting the call pays all conference charges.

3 Audio Conference Glossary Terms Automated Breakout Sessions Automated Breakout Sessions allow participants to seamlessly move from the main audio conference into a breakout session without having to disconnect. Up to nine concurrent breakout sessions can run at any one time. Audio View An intuitive and easy to use application that allows moderators to view their Event Audio participants from a web interface. It also allows moderators to view and manage the Q&A queue. Bridge Electronic equipment used to connect multiple telephone lines to a conference Communication Line A separate phone line communication between a coordinator at the Center and a customer representative at the conference site which allows the sharing of information regarding the conference without interrupting the call Confirmation Number A unique code allocated to a conference for identification, billing and audit purposes Coordinator On Demand During the conference call, participants can recall the Event Coordinator by pressing *0 on their touch tone telephone without interrupting the conference Custom Enunciator An automated message, which greets participants when they call into a conference. The message can be customized with client specific announcements Dial-In Dial-Out DTMF Conference participants call into Qwest to initiate a conference Qwest Event Coordinator calls conferees to initiate a conference Dual Tone Multi-Frequency. The telephony standard for dialing using "touch-tone" frequencies as opposed to "pulse" dialing Event Consultant Event Coordinator List of Anticipated An individual in the call center trained to reserve and schedule event service An individual in the call center trained to manage and deliver event service A list of conference attendees provided by the customer that enables the Event team to verify each caler s name and/or other identifying

4 Participants information before allowing access to the conference. Also known as a security list or restricted list Lectured or Listen Only Enables participants to listen to what is being presented by the moderators and presenters, but does not allow the participants to interact with the customer or other participants. This feature provides the customer more control over the conference call and restricts participant background noise from being heard on the conference call Moderator Client representative who is pushing the slides and managing the questions. Moderator Introduction Opening remarks, introductions and housekeeping items read at the beginning of conferences by an Event Coordinator. Music-on-hold A mode that places music over a conference while participants wait for the event to begin Operator Overflow Participant List See Event Coordinator Additional lines are available when the total number of participants on a call exceed the number of pre scheduled lines A list of those who attended conference call, including name, company, and telephone number, which is faxed or ed to the hosting organization after the conference call. Enhanced Service: additional charges apply Participant/s Member/s of a conference (not including the moderator) Password Allows the customer to select an alphanumeric word or combination of words required to become a participant on an Event conference call. Polling Passwords provide security, control access, and manage participant entry into the conference call. The customer is responsible for distributing the password to appropriate participants. The conference participant provides the password verbally to the Event Coordinator.. A conference facility which allows participants to vote for multiple choices using their phone s touch tone key pad

5 Pre-Call Planning The Event Coordinator calls out to the scheduler one day prior to the live event to review the event requirements. Additionally during the live event assembly the Event Coordinator connects the moderator and/or speakers in a sub conference so they have private discussion just prior to the start of an event. Q & A A portion of a conference where participants are able to ask questions. The Qwest Event Coordinator manages this session to allow one question at a time via the audio portion of the event Recurring Call A conference call that is scheduled on a regular, recurring basis. They can repeat daily, weekly, monthly, or quarterly. Reservation Confirmation Assurance provided to the customer that the conference call with all basic features, and enhanced services has been scheduled as requested. Confirmation is provided to the customer verbally and is sent via , which includes all details discussed during the scheduling process. Reservationists The person within the Call Center that schedules the conference calls Roll Call A conference service where an Event Coordinator reads the names of conferees to a moderator. Participants are asked to verbally acknowledge their name being called Scheduler Person from the hosting organization that reserved the Event Speaker Client representative or Presenter delivering the presentation / event Sub conferencing A conference attached to the main conference that allows participants from the main conference to talk privately without interrupting the conference call. Test Call A trial conference. Used to check sound quality, run through procedures, dry run a presentation etc. Also known as a rehearsal. URL Universal (or Uniform) Resource Locator. An internet address which links to a web page

6 Web Features Glossary of Terms: Audio Streaming On Line Presentation Participants listen to the event via the Internet using a standard streaming player. Access to the event is through a URL provided in the reservation confirmation. Enhanced Service: additional charges apply A client managed online slideshow. The slides appear within a standard, Genesys branded participant interface on the web, preceded by a registration page for the audience to submit their details. The client uploads their slides to our platform in advance of the event. The moderator uses the Presentation Manager to advance the slides for their audience. Access to the event is through a URL provided in the reservation confirmation Online Presentation with Audio Streaming Web Q&A Participants listen to the event and watch the synchronized slides via the Internet using a standard streaming player. Access to the event is through a URL provided in the reservation confirmation. The ability for participants to submit a question via the same web interface they are using to view the slides. Available only on events with Online Presentations.