PIN not working

The PIN can be entered a few seconds after you hear the welcome greeting.

We recommend that you listen to the announcements, they are there to help you.

  • When entering the PIN, hold each button down for around half a second.
  • If there is a lot of background noise, mute your phone to remove the background noise when entering the PIN.
  • If the line is poor quality (mobile phones/VoIP/Internet/Skype), redial until you get a better line.
  • Callers on mobile phones can automate dialling and entering the conference PIN.

This is caused by your office telephone system.

When you press a button, your phone system (PABX) is putting your line on hold.

You need to look for a button on your phone that will turn the tones on. It is probably called DTMF or tone.

You may need to do this every time you join a teleconference.

If you can’t turn the tones for your office phone on, you may need to use your mobile phone.

This means that either your PIN is incorrect (probably a typo) or your account has been suspended because:

  • The account owner suspended the account.
  • The account owner changed the PIN.
  • It has not been used for more the 8 months and was suspended.
  • There is an unpaid invoice. Read about payment and invoices.

Telephone number not working

Our Australian telephone numbers receive a high volume of calls and are exceptionally reliable, if the number does not work, it is probably because there is a typo and the number you have is incorrect.

View the telephone number list, (you will need a working PIN)

However, things can go wrong in the network and there may be an issue with your local telephone exchange or ours. The best way to test this is to dial from a different telephone network, for example, dial in from Optus instead of Telstra or use your mobile instead of a landline.

Callers for your teleconference should dial the telephone number in their country, for instance, a caller in the UK should dial the UK toll free number.

The overseas numbers only work for a caller in that country. For instance a caller in the UK cannot dial the France toll free number.

If there is no telephone number listed for your caller’s country, they should dial the Country Not Listed Number on the list.

TTC telephone numbers for joining a conference call

The Australia 1800/toll free number only works for callers in Australia

Calling from a mobile phone

Some telephone numbers do not work from mobile phones. The telephone number list shows when there is a restriction.

If there are two numbers available in your country, try the second number.

Some countries have known issues for callers on mobile phones so we will also have a city number because these can be called from any telephone.

  • Germany – use the Frankfurt number, this can be dialled from anywhere
  • Indonesia – works with some mobile phones. If it does not work for you, call the Jakarta number. This can be dialled from anywhere
  • Japan – use the Tokyo number, this can be dialled from anywhere
  • Switzerland – use the Zurich number
  • Taiwan – The Taipei number can be called from anywhere
  • Thailand – The Bangkok number can be called from anywhere

Calling from an internet-based services

Some internet telephone services block calls to 1800 / toll free numbers.

If there are two numbers available in your country, try the second number.

Alternatively, dial direct to Australia using the Country Not Listed number.

Calling from a landline

  • Confirm you have the correct telephone number it is easy to acquire a typo
  • Dial it as shown with no prefixes such as + or 00
  • Try several times
  • If it is still not working, you will need to dial to Australia, using the Country Not Listed Number. This will incur an international telephone call charge.

Sound quality

Noise in a teleconference normally comes from the line of a participant and is typically:

  1. A mobile phone with poor line quality.
  2. An internet/VoIP telephone call (such as Skype) with poor line quality.
  3. A caller in a noisy location.
  4. A speakerphone near a projector / PC fan or in a noisy room (air conditioning and fans).

Solution

Ask people one by one, to mute their line by pressing *6
This is better than just pressing the mute button on the phone because it mutes the line not just the phone.

When the noise stops, ask the last person that muted their line to disconnect.

Tell everyone else to unmute their lines by pressing *6 again.

Alternatively, disconnect all lines (the call leader presses ##) and ask everyone to dial back in.

There are two types of music in the meeting:

1. Music played while waiting for the call leader to join the meeting.

This is intentional and will end when the call leader joins using the unique call leader PIN.

2. A caller’s on hold music

  • Try disconnecting the last line to join the meeting. The call leader presses *# (star then hash).
  • If this did not work, disconnect all lines and ask everyone to dial back in. The call leader presses ## (# then # again).

Feedback is normally be caused by:

  1. Speakerphones
  2. Two phones joining the meeting from the same room
  3. A caller accidentally conferencing in their own line using the conference facility of the office phone system

1. Speakerphones

Solution – turn the volume down or mute the line when not speaking

2 Two phones joining the meeting from the same room

It’s OK to have more than one phone joining the meeting from the same room as long as both are not in speakerphone mode.

3. Callers who conference their own line into the meeting

Disconnect all lines (the call leader presses ##) and ask everyone to dial back in.

The speakerphone is not loud enough

Try the following:

  • Reducing the volume of the speakerphone can often make it louder.
  • Mute the speakerphone when you are not speaking
  • Reduce the background noise in your room
  • Ensure the speakerphone is not near noise sources like projectors and PC fans

There is feedback

  • Reduce the volume of the speakerphone.
  • Two phones connected to the meeting from the same room will cause feedback.
  • Ensure there is nothing close to the speakerphone like a laptop screen.

If the feedback does not stop when you try these ask everyone to dial back in and then the call leader disconnects all lines by pressing ## (hash then hash again).

People in the teleconference can’t hear the people using the speakerphone

  • Use a purpose-built conference phone such as those made by Polycom.
    • The sound quality these units provide will transform the teleconference experience for your attendees.
  • Ensure the main talker/s is within 1 metre of a microphone. Polycom make speakerphones with additional microphones for larger meeting tables.
  • When people talk, they need to always face the nearest microphone.
  • Keep background noise to a minimum. Remind people in the room not to have side conversations and keep sources of noise like projectors away from the speakerphone / microphones.