The following best practices will help you to hold more effective meetings, avoiding issues and making the most of your nTwine account.


 


TROUBLESHOOTING AUDIO ISSUES


When an echo is heard in your conference, it is most often not originating with the one hearing it, but with another caller whose audio is echoing back into the conference through their phone/mic. Echoes, feedback and background sounds are usually caused by participants using a poor quality speakerphone (desk phones and mobile), where the audio from the conference feeds back into the receiver or microphone, causing an echo for all callers. Echo can also be caused by someone calling from both their computer and phone from the same room, without muting their audio in the online meeting room.

Tips to prevent and troubleshoot echo and other audio issues:
1.   Use the moderator controls *7 to put the call into Q&A mode. In this mode callers are muted by default but can unmute themselves. If you notice the echo or other disturbance returns when one particular caller unmutes their line, you will know the source of the issue.

2.    Ask everyone to stop using their speaker phones. Although most speaker phones are full digital duplex and do a great job of delivering sound quality, do make sure you test your speaker phone before the conference.   
3.   Ask people connected with a computer to plug-in a headset.
4.   Ask callers to mute themselves by pressing *6 when they don't need to speak.
5.   Go into your online meeting room in a web browser to see who is speaking and to mute callers yourself.


To avoid other audio quality issues on your call, we recommend avoiding using cordless telephones, amplified headsets or mobile phones with poor signal. If you do encounter issues such as static, choppiness or other background noise, (particularly on smaller calls) we suggest asking participants who are not speaking to mute their line by pressing *6 (not using the mute function on their own device) or using the 'mute' button in the online meeting room. As this will reduce any disturbance coming in from participants' lines that can reduce the sound quality of your call for all participants.


Get more information about the moderator controls available to you here:
https://support.ntwine-conferencing.com/customer/portal/articles/2860276-telephone-conference-controls



 

ONLINE MEETING ROOM:

 

1 - Get new participants to run the connection test before the meeting: 

 

https://pccwglobal.ntwine-conferencing.com/system/test

 

It will ensure that participants have a functional mic, speakers and web cam as well as ensure that they can connect into the conference bridge successfully.  Note that this URL is included in the details when you use the "Copy" function on your dashboard or when you send invitations from the application.

 

2 - When Sharing your Screen, to present a Powerpoint presentation or website, it is best to share "Your Entire Screen" rather than "Application Window".  The reason is that when you share a window you are only sharing that specific window.  Sometimes powerpoint or other applications will create new windows when you go full screen or do other operations so if you are only sharing the one window you select at the beginning people will not be able to see what you are trying to share.

 

3 - If you are sharing a specific window and you minimize or close that window other participants will NOT see your feed any longer.  We are working on a solution to this but for now keep that in mind when you do have to only share a specific window.

 

4 - Presenting a Powerpoint by uploading it and clicking "Present" from the Chat can be a great way to share a presentation.  It uses less PC and network resources which can make it more reliable under adverse conditions.  Always test uploading and presenting a document before an important meeting.  Occasionally documents can not be converted into a web presentable format so always test this ahead of an important meeting to make sure it will work.

 

5 - Have dial-in instructions handy for participants that have problems with their microphone or speakers on their PCs.  This can happen and be completely out of our control so it's always important to be ready to share dial-in information.

 

6 - Look out for error icons on other participants' tiles. See the screenshot to the right of a participant tile with the red error icon?  We use that icon to indicate another participant is having a problem. If you hover on that icon you will see a message explaining what issue they are experiencing. You can see here an example where the participant's microphone isn't working. There are other errors that can also appear like very poor network conditions, disconnected from the conference etc.

 

7 - If people have difficulties that don't resolve on their own, refreshing the webpage in Chrome will often solve most issues.

 

Note: Having more people sharing their video/screen at the same time can cause participant CPUs to run high and their computers may slow down.