Troubleshooting

Troubleshooting

Entering the PIN

When you enter the PIN on your telephone, the tones you hear are sent to your local telephone exchange.

The exchange needs to clearly hear each tone/number:

  • Hold each button down for half a second
  • If there is a lot of background noise, mute your phone to remove the background noise
  • If the line is poor quality (mobile phones/VoIP/Skype) redial until you get a better line.
This is caused by your office telephone system.

When you press a button, your telephone system is putting your line on hold.

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

Alternatively, don’t press any buttons and wait for the HotAir operator to help you.

Sound quality

Unwanted noise in a meeting normally comes from the lines of the attendees and is typically:
1. A mobile phone with poor line quality
2. Internet telephone call with poor line quality
3. A caller calling from a noisy location or with their speakerphone near a projector

Solution

Request HotAir support by pressing 0

We can tell you which line is causing the noise and ask the caller to redial. We will normally do this by muting each line until we find the line causing the problem.

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

There are two types of music in the meeting:

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

This is intentional.

  • Wait for the call leader to join the meeting
  • Request operator assistance by pressing 0

Music from where a caller has put a line on hold

Request HotAir assistance by pressing 0.

We can tell you which line was causing the issue and disconnect it. We will normally do this by this by muting each line until the music stops.
Alternatively, disconnect all lines (the moderator presses # # ) and ask everyone to dial back in.

Feedback will normally be caused by:

Speakerphones

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

Callers who conference their own line into the meeting multiple times.

When using a conference phone, sometimes a caller will dial into a meeting and discover there is no one connected yet. To disconnect the line they quickly press the on/off button. Instead of disconnecting the line, it actually puts it on hold so if they dial in again it creates a conference on the PABX (in house phone system). To the people in the conference call, all they hear is feedback because it is a conference call connected to a conference call.

Solution
Request HotAir assistance 0 . We can tell you which line is causing the issue and disconnect it

We will normally do this by muting each line until the music stops.

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

Tips

  1. Always speak facing a microphone rather than the person next to you.
  2. Anybody speaking a lot should be less than 1m from a microphone. Infrequent talkers can be up to 1.5m from a microphone
  3. If you have extension microphones you can move them closer to the person talking (mute it whilst moving).
  4. Ensure that:
    1. Microphones are not shielded by laptop screens, folders, coffee pots etc.
    2. There are no noise sources (projectors or noisy PCs) near the speakerphone/microphones.
    3. There are no side conversations.
    4. There is no rustling of paper or clanking of cups near a microphone.

We can’t make the speakerphone loud enough

Not getting enough volume from a speakerphone is normally caused by having too much background noise in your room. This can be improved by reducing the noise in the room or muting the phone when you are not speaking.

 

Telephone number not working

Our Australian telephone numbers receive a high volume of calls and have only had two issue in ten years and that was because of nationwide outages.

If the number does not work, it is probably because it was incorrectly dialled or written down.

The most common reason our international numbers appear not to work is because they are not dialled correctly.

The numbers should be dialled as shown on the list without any prefixes such as + or 00.

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 Internet telephone services block calls to 1800/toll free numbers.

We recommend you dial direct to Australia. Calls are so cheap on these services that the cost should not be an issue.

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

Help with using Skype

  • Confirm you have the correct telephone number.
  • Dial it as shown with no prefixes (you don’t need to use +, or 00 or 0011).
  • Try several times.
  • If it is still not working, you will need to dial to Australia.

preparing for a conference call

 

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