Ceridian User FAQ s Account Management 1. Q. How do I get my own Genesys Meeting Center number? A. To obtain your own Genesys Meeting Center number, please email or contact Daniella Rascionato @ 877-440-4494 or Toby Cummings @ 800-413-8197 #3. Be prepared to provide your 4 digit cost center number, phone number and e-mail address. 2. Q. Can I use my account to conduct an audio-only conference call? A. Yes, your account can be used for an audio conference call or a web/audio meeting. You never need to schedule a conference call - your account access is available 24 x 7. Simply dial your access number, enter your meeting number and PIN and provide your participants with the dial-in and meeting number info (Never give out your PIN). And you may also moderate your conference call via the web using all of the audio management features the service provides (mute/unmute, audio subconf., dial-out). The rate per minute per line is $.12. 3. Q. Is specific training for Genesys Meeting Center available? A. Yes. Mondays, 2pm EST Wednesdays, 9am EST Thursdays, 11am EST *Dial in information : 866-279-1567, Meeting # *4244124* Log in via the web : http://www.genesys.com/ (Please note, this is only for Genesys training do not go to this site to attempt to log into your account) Please also consult http://ceridian.conferencing.com for further notice regarding training sessions. 4. Q. What site do I need to access my meeting center? A. http://ceridian.conferencing.com/ and click on Moderator Login 5. Q. When I try to log on, I get an error message invalid meeting # A. You are not going to the correct site to log in to your account. Ceridian s 7 digit Meeting # s are only accessible through Ceridian s Extranet Site - http://ceridian.conferencing.com/
6. Q. What if I already have an account but uncertain of my Meeting or PIN #? A. First, you may contact the Help Desk @ 800-305-5208 (available 24x7). After verifying the identity of the moderator, they will provide you with your Meeting and or PIN number. Also, you may contact Daniella Rascionato @ 877-440- 4494. 7. Q. When I try to launch a quick meeting, I get an error message the room is already booked for this time A. You can only launch a quick meeting when there is not another meeting running or scheduled for the same time slot in the Meetings In Progress section. To launch a meeting either click Start for the meeting listed in the Meetings In Progress section, or delete the meeting in progress and click the Quick Meeting GO button. 8. Q. Can I schedule recurring meetings? A. The Meeting Center scheduling wizard only allows you to schedule one meeting at a time. You can, however use your Microsoft Outlook to set up a recurring meeting and simply launch a Quick Meeting at the time of your recurring scheduled call. Application Sharing 9. Q. Why do my viewers see blue blinds when I am application sharing? A. Once you have successfully started an application sharing session, you will be able to select (check mark) 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 blue lines, overshadowing the window that you are supposed to be sharing. 10. Q. What if my viewers want to see everything on my desktop? A. As the moderator you can show/share selected applications OR share your entire desktop. The Share Desktop button is in the bottom of the Share tab controls. 11. Q. What if the application I m showing takes up my whole screen, will viewers be able to see it all? A. The moderator can set a meeting to run in full-screen mode by clicking the Full-Screen icon at the top of the interface (3 rd from the left). This closes the participant interface to allow his entire screen to be used for your presentation or application. Scroll bars may still be necessary, but participants will now see almost all of the moderator s application.
Audio Conference Call 12. 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 well. 13. 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. Individual participants with noise on their line can activate self mute, by dialing *6*. You, as the moderator, may be able to tell from where the noise is originating by the speaker lines, and mute the participant by clicking once on the participant s speaker icon. You may also contact the Help Desk for further assistance in isolating the offending line. 14. Q. What happens if I don t press *9*to disconnect the call? 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. 15. 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.
System Requirements 16. Q. What are the hardware and software requirements to successfully attend/run a Conference? A. The table below shows the minimum hardware and Internet connection requirements to successfully attend or run a Web Conference. CPU (MHz) Memory (MB) Internet (Slideshow) Internet (AppShare/Streaming) PC Mac PC Mac Attendee P200 NA 32MB NA 28.8 Kbps 56 Kbps Moderator P2-266 NA 64MB NA 56 Kbps* 56 Kbps or faster* Below are the minimum browser and software requirements: Operating System Browser Virtual Machine Real Player PC WINDOW 9X NT 4.0, ME 2000, XP IE 4.0 or later Netscape 4.7x IE only: VM2339 or later, except VM3155 Currently not supported MAC Mac is not currently supported Netscape for Mac is not currently supported * For better performance and user experience, it is recommended that the moderator be on the best bandwidth available, high-speed if possible. Each participant is connected to the service individually, so no one participant will make a meeting slower for another. But the better the moderator connection, the better the quality of the meeting for everyone.
17. Q. If I use a cable modem to connect to the internet and consistently experience long initializing times, is there something I can do? A. Check the box Auto detect setting From your IE browser, click on Tools => Internet Options => the Connections tab => LAN Settings => make sure Automatically detect settings is checked Click OK to close all boxes 18. 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.
19. Q. How long does it take to install this service on the computer? A. The left hand control panel (both for the moderator and the participant) is a non-intrusive Java applet, which is removed after the meeting is over. A participant only requires this temporary applet to attend a Genesys meeting. A moderator, on the other hand, has the option to install ActiveX controls to gain added functionality such as Outlook Address Book integration. We recommend that all Moderators install ActiveX controls prior to their first meeting. On a good connection, the Java applets should download and initialize in about 10 seconds. The moderator s controls should download and install in about 20 seconds. Please note that the moderator s controls only need to be installed once (the first time a meeting is started from the account). 20. 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. 21. Q. What if I get a JavaScript Communication error? A. The best thing to do when you get a JavaScript communication error is to close all applications and try it again. If you still get the same error, 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. Customer Support 22. Q. What happens if I have a problem while in my conference? A. Customers may choose from three ways of contacting the Help Desk: 1) Dial * 10 * on their telephones 2) Click on Dial Customer Service from within the application 3) Send an email from within the meeting center.
23. Q. What happens if I have a problem getting into my conference? A. Please dial into the Help Desk at 1-800-305-5208 24. Q. Can I still get operator assistance on a conference managed through Genesys Meeting Center? A. Genesys Meeting Center provides a 24x7 Help Desk. The moderator of the conference can either email from the meeting center or dial customer service during the conference. The Help Desk representative and the moderator are automatically put in a sub-conference room in order to not disturb the other participants of the meeting.