How do I sign up for the Cloud Video Service? If the service provider’s sales team already has your information, the service provider will send you an email invitation to the Cloud Video Service or to the free 30-‐day trial of the Cloud Video Service. How do I purchase the Cloud Video Service during or after my free 30-‐day trial? To purchase the Cloud Video Service during or after your free trial, contact your service provider via the contact information listed on your trial email invitation or email reminder. How long can a meeting be? There is no limit to the amount of time you can spend in any single meeting or in the number of meetings you can hold in any day, week, month or year. How do I contact technical support? If you have any technical issues with the Cloud Video Service, contact your IT administrator using the Support section of the Help tab of the Cloud Video Service portal. If you are the product owner you can contact the Service Request Help Desk: Toll Free: 866-‐408-‐4596 Tickets can also be opened via email to:
[email protected] How do I connect to meetings? To connect to meetings, you can download Polycom RealPresence Desktop meeting software for your computer, or get the Polycom RealPresence Mobile app for your smart phone. 1. To download Polycom RealPresence Desktop meeting software, sign in to the portal from your email invitation to the Cloud Video Service and click the appropriate link on the Documentation tab. 2. To install the Polycom RealPresence Mobile app on your iOS or Android device, search for Polycom or videoconferencing in your device’s application store and download to your device. 3. Use the information located in the dialing options located on the Home page of the Cloud Video Service portal to dial into meetings. How do I schedule meetings? You can manually schedule Cloud Video Service meetings using any scheduling system, including Microsoft® Outlook and Google Calendar™. Just copy your VMR number and dialing instructions into the meeting invitation. You can also schedule a meeting through the Copy the Cloud meeting scheduling system. Simply CC
[email protected] on the recipient list for your meeting and a meeting invitation will be sent to your recipient list with a complete list of dialing instructions and options. If I have a meeting with six people who are in one room with one computer, does it count as one or six? A participant is defined as a video or audio endpoint that is dialed into a meeting. A room with a single endpoint dialed into the meeting and any number of people sitting in that room counts as a single participant. What can I do to ensure my VMR meetings are as effective as possible? To ensure your VMR meetings are as effective as possible:
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Give instructions ahead of time on the software, hardware, configuration of endpoints, and test the connection to the VMR. Avoid using poor quality and low speed networks for when participating in a meeting. Request all participants mute their microphones when not speaking (make sure participants remember to unmute before speaking).
Can I have a shorter VMR number? The VMR number is a fixed length of ten digits much like a phone number. The number is made up of subgroups that have a specific purpose. Why do I have to enter a pin before my participants can join the meeting? A Chairperson access code protects against unauthorized use of the VMR, which might result in overage charges. Are my meetings secured from eavesdropping? Your meeting is only secured if all participants are joining the meeting using an encrypted connection. For more information on how to configure endpoint encryption, refer to your endpoint documentation. Can I use different endpoints like MS Lync or Skype? The Cloud Video Service provides interoperability between millions of standards-‐based H.323 and SIP endpoints. The following is a partial list of endpoints are supported as part of the Cloud Video Service: • Polycom® RealPresence® Desktop – Windows • Polycom® RealPresence® Desktop – Mac • Polycom® RealPresence® CloudAXIS™ Suite • Polycom® RealPresence® Mobile – Android Tablet • Polycom® RealPresence® Mobile – Android Phone • Polycom® RealPresence® Mobile – iOS iPad • Polycom® RealPresence® Mobile – iOS iPhone • Polycom® RealPresence® Group Series • Polycom® HDX® Series • Polycom® VVX® Series You can connect to Cloud Meeting Services calls through Microsoft Lync 2010 Desktop if your company is federated with the Lync service. Contact your company’s IT department or System Administrator for information on Lync usability. You can also access meetings on a compatible web browser through the Polycom RealPresence CloudAXIS Suite, but connecting via Skype is not supported at this time. What happens if I forget my password? If you forget your password, go to the sign in page for the Cloud Video Service portal from the link provided in your Cloud Video Service email invitation and click Forgot Password? 1. Type your user name and email address. 2. Click Submit. 3. An email will be sent to your email account to allow you to reset your password. Click the link from the email. 4. Type in a new password. Confirm the new password.
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Check I Accept Terms & Conditions. Click Submit. Your password has been reset.
Can I share content and applications from my endpoint with other meeting participants? You can share content and applications from most endpoints in Cloud Video Service virtual meetings. For information on how to share content and applications from supported Polycom endpoints: 1. In the portal, click DOWNLOAD on the toolbar located on the left side of your screen. 2. Under DOCUMENTATION, click the link to your endpoint documentation. I dialed my VMR number, but it only shows the splash screen. Each VMR is protected from unauthorized use by a chairperson pass code. This pass code must be entered before the participants are added to the meeting. Until one participant has entered the passcode, all participants will only see a splash screen. My video is normal but other participants’ video is freezing, the call keeps hanging up, or other participants are complaining about my audio. Contact your Internet service provider as this is most likely an issue with the quality and speed of your Internet connection.
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