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Q. What do I do if I lose my card?
A. Immediately contact conferencing@team.telstra.com or call 1800 011 080, option 1.
Q. What do I do if I forget my PIN number?
A. Immediately contact conferencing@team.telstra.com or call 1800 011 080, option 1. An operator will, upon request, send a confirmation email with PIN details to the previously registered Host email address. For secuirty reasons we are unable to provide the HOST PIN over the phone.
Q. How do I make sure a conference has ended when I hang up?
A. The conference will end when all participants hang up.
Q. How long will my account be valid for?
A. Your account remains valid until cancelled by an approving officer. Note that if the account has not been used for 18 months we will assume it is no longer required and will cancel it.
Q. How secure is my personal information?
A. Your personal details are subject to the same strict security that already exists 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. This service is available on Operator Assisted Conferences only.
Q. Can each of my participants pay for their own charges?
A. Yes, each participant must agree to pay their own line charges prior to adding them to the conference. You will need to advise the operator when booking the conference. This service is available on Operator Assisted Conferences only.
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Click here for FAQs on Telstra Web Conferencing powered by WebEx*.
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Q. The quality of my video conference is not very good, what can I do to improve it?
A. Try the following suggestions – if they don’t work, call us on 1800 011 080 (select option 2) for further assistance. Telstra Conferencing can perform a maintenance check on your hardware, and organise an upgrade or replacement of existing hardware. Some suggestions for troubleshooting video conferencing are:
• Consider using a higher bandwidth
• Reduce the amount of natural light entering the room
• Pale blue is the best colour background for video conferencing
• Alter the brightness and direction of artificial lighting
• Wear plain, non-patterned clothes
• Ensure everyone in the room has access to the microphone
• Minimise 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 clean – 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 you are 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 – ’document camera‘ may be selected.
Q. I don't have any sound or picture.A. Have you checked the following?
Is the equipment turned on?
• Is the monitor on the correct channel (usually AV1 or AV2)?
• Video/audio should not be on mute, on either the TV/monitor, or on the video conferencing hardware
• If everything has been turned on correctly, check the connections of all the cables and connections.
If you are still experiencing problems, please call your Telstra Video Conferencing administrator on 1800 011 080, option 2.
Q. Why can't I dial out from the video conferencing system?
A. Have you checked the following?
• 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. Make sure the ISDN lines are in the right order. If everything appears correct, run the video conferencing diagnostics (most recent systems have onboard diagnostics) which will check your systems and the network connections. If everything appears in order, 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. The cost benefits of video conferencing will vary depending on your circumstances. Factors to take into consideration include:
• 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 occasional 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. Visit Telstra Enterprise & Government Conferencing Solutions for more information
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Q. What do I need to use the service?
A: The following is the recommended end user hardware requirements. This is a hosted service so there is no additional hardware required.
| Set up |
CPU |
RAM |
Example configurations (see glossary for description of formats) |
| Recommended configuration for Full audio and video experience |
Intel Core 2 Quad Processor Q9300 (2.5Ghz, 13333FSB, 6MB) equivalent or better |
1GB |
Best audio and video
- 4CIF* video size up to 30 fps with 7
- G.722 audio
- Echo cancellation enabled (Win XP)
* Also dependant on plan chosen and ability for through connection to have a sustained minimum rate of 768Kbps. |
Tested configurations
|
Celeron Core2Duos |
1GB |
TVC has been tested successfully on this configuration at CIF quality. It is recommended that a customer obtains a trial account to confirm it will work on their PC configuration. |
Peripheral Equipment
|
|
|
Web Camera (XVGA quality for best result).
(Better quality glass lens Web cameras improve the video quality considerably.)
Microphone (echo cancelling for best results)
Headset |
| All GUI’s |
Microsoft IE 6.0 and above
Windows XP (SP2)
Windows Vista |
| Outlook client integration |
Microsoft Outlook 2003 /2007 |
| Ability for user to load TVC plug in app |
Admin rights (or equivalent) required for both Host and guest. Normally TVC will detect if it needs to load app into PC at the time of the conference and automatically start to download. If it is prevented from doing so an alternative manual load can be done. The executable can be provided separately. |
| Access |
Full internet access |
| Bandwidth |
Business plans require sustained 384 kbps bandwidth for best quality video (CIF).
Business plans require sustained 768 kbps bandwidth for best quality video (4CIF). |
Q. What do my guests need to participate?
A. As per answer to question 1 for full collaborative IP to IP session using TVC client.. Guests can also participant from a mobile phone, ordinary telephone and ISDN room based system.
Q. Are there any usability limitations in using TVC with non IP devices?
A. TVC now supports video transcoding. This means the quality of each video image will be independent and only affected by the connected devices. Video from 3G mobile phones has a maximum bandwidth of 56kbps, which is quite low .These images will be of lower quality.
Q. Can I connect a room based ISDN video conference system and a video 3G/NextG mobile in the one conference?
A. TVC now supports transcoding so the end user can connect any compatible device into their conference. We have successfully connected a number of Room based systems in TVC conferences however we cannot guarantee connections will always be successful due to the large range of legacy ISDN based systems in the market place.
Q. Does TVC have inbuilt audio?
A. Yes, TVC 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.
Q. Are there any call costs when using TVC?
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 running TVC and the integrated VoIP capability of TVC 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 TVC 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 TVC. 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 TVC.
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 TVC 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 TVC service
Q. Can you combine the Self hosted audio service with the integrated TVC VoIP.
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 TVC 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 TVC
A. ISDN end points can see TVC the application or shared desktop. For single screen ISDN CPE the video will be replaced by data when application sharing is activated by the TVC host. Dual screen units will see both video and data. A video enabled mobile user will only see the continuous presence video on their device
Q.What does a video mobile or video only standards based end point see?
A. ISDN Video Conferencing end points as well as the mobile devices will view the TVC Continuous presence image. This is the same image seen by all TVC participants.
Q. How do I invite guests to a conference?
A. Guest can be invited by simply informing them of the service URL and your virtual room number. If you have enabled room security a further PIN will be requested. If you use MS Outlook 2003/2007 simply use your calendar in conjunction with TVC’s integrated client. Basic connection details are automatically appended to your invitation.
You can also invite non IP guests from the invite menu. If using a network number (e.g. dialling a 3G mobile or ISDN room system), TVC needs to know the device type. To do this you need to add two pre-digits to the network number you are dialling. The pre-digits are shown I the drop down invite panel.
Call charges will apply when using this feature.
Q. How many video screens can be seen in a conference?
A. You and your guests are able to see up to 8* video screens within any one collaboration session. TVC automatically configures the layout to optimise the images. The hosts has limited ability to re-arrange the various images by using the drop down view button.
(*Depending on plan chosen)
Q. What bandwidth is required?
A. TVC will automatically configure itself to use your available bandwidth. If there is insufficient bandwidth TVC may freeze video and or slow frame rates to accommodate.
The following approximate requirements will help in determining what would be required in a typical installation.
Business plans: 348 kbps full duplex (CIF)
Enterprise plans 768kbps full duplex (4CIF). (note : if this bandwidth is not available the service will drop back to CIF quality)
Q.Can I run TVC on a MAC?
A. The current release of TVC does not support MAC end points.
Q. What settings can I change?
A. You have a named user account, Telstra will set up an account name, password and userID. You can change your virtual room setting to include an additional password for higher security.
Q. What is the security like on this product?
A. TVC offers HTTPS support and encrypted user names and passwords. Video and audio is not encrypted.
Q. What if I want to add more guests than my limit allows?
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 TVC and ask your additional guest to dial into the audio service. This will allow an additional number of audio only participants in the conference. You can upgrade your plan - (refer to OCT).
Q. What is the difference between business packages and Enterprise packages?
Enterprise packages differ from Business packages only in the maximum video quality that can be achieved. In all other respects the packages are the same. Enterprise packages allow a user to run up to 4CIF video quality. Business packages are capped at CIF quality.
*Note 4CIF will only be achieved if the PC has enough computational power (see question 1) and that a sustained rate of 768kbps is maintained for the connection.
Q.What is a named user?
A named user is an individual your company designates and identifies as an authorised conference organiser and administrator.
Each named user licence must be designated to only one user/employee (that is named user licences cannot be shared). The Company must ensure that their users and employees comply with the named user licence restrictions.
The company may transfer a named user account to another person if one of your named user employees leaves his/her current position for which the named user account was purchased.
Only named users are allowed to set up a conference. For each conference, at least one named user must set up the conference and must:
(a) Host the conference by entering it as a presenter; and
(b) Act as an organiser of the conference by using their organiser identification.
(c) The customer may only hold one conference per named user licence at any given time.
Q. Do I or my guests need Active X enabled on our computers?
A. Yes, TVC plug-in client does use Active X.
Q. What happens if I or my guests doesn’t have user rights to load the TVC plug in?
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 TVC 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 TVC handle my Company’s firewall?
A. TVC uses Simple Application Level Tunnelling (SALT) to get through most firewall of Proxy configurations. We recommend that your firewall is configured to accommodate SALT. Most are already configured this way and no changes are required.
Q. How does data sharing work?
A. TVC uses the H.239 standard data sharing. Your application or presentation is converted into a video stream and conveyed to your guests in this format. This makes TVC compatible with MS Vista however the image can be affected by available bandwidth. It is ideal for presentations and other graphical images however care must be given to how small a font sizes are used. H.239 is a lossy encoding process. Small images may not be discernable to your guests if the available bandwidth is limited.
Q. Can TVC connect to other IP end Points directly?
A. Direct IP to IP connection can only be achieved if both ends are running the TVC client and can gain access to the TVC host via its URL. TVC cannot connect to a third party device via an IP address. This includes CPE Video devices connected in a private VPN and other Telstra services such as “1- Touch Video” TVC can, of course, still connect to non TVC end points (room systems etc) via its ISDN gateway service (per minute charges apply).
Q. Can I try before I buy?
A. Yes. 14 day no charge trial accounts are available. It is highly recommended that you make use of the trial account before deciding if the product is suitable for you. The trial will help determine the quality of you local internet access and the performance of TVC. Contact your Telstra Account Executive.
* Trade mark of Cisco Technology Inc.
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