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Problem or issue
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Resolution process
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| How do I share an application via the WebEx console? |
If support is required and the user is in an active conference:
Participants: 1) Contact the meeting host for assistance or 2) Contact the Net Support team for assistance.
Hosts: Press *0 for Net Support assistance.
If this is a general question on product functionality, please refer to the User Guides found on the Support menu within the My WebEx tab, on the meeting console.
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| How do I share my desktop via the WebEx console? |
| How do I start a recording? |
| How do I do file transfers? |
| How do I re-label a call-in user line, to show the correct name, within the WebEx console? (HOST ONLY) |
| How do I mute/unmute a line? |
| How do I merge my dial-in line with the WebEx conference? |
| How do I use the chat feature? |
| Why can't I get some of my DTMF commands to work? |
The DTMF commands used for Cisco WebEx Cloud-Connected Audio are different from those available using Verizon Audio Conferencing.
Please refer to the User Guides found on the Support menu within the My WebEx tab, on the meeting console.
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| How can I access Web Moderator for my conference? (HOST ONLY) |
Web Moderator is a tool applicable to Verizon Audio Conferencing only.
To view conference attendees, please see the WebEx participant console for details.
Please refer to the User Guides found on the Support menu within the My WebEx tab, on the meeting console.
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Problem or issue
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Resolution process
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| An audio line in the meeting is playing music on hold. |
Notify the conference host/leader of the disruption, via the chat functionality within the console. |
| An audio line in the meeting is playing a fast busy sound. |
Notify the conference host/leader of the disruption, via the chat functionality within the console. |
| Passcode not accepted for the WebEx meeting |
Confirm passcode information from the meeting invitation and re-enter.
If meeting has NOT started, an onscreen message will show the meeting status.
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| Passcode not accepted for an audio only participant |
Confirm passcode information for the conference and re-enter.
Verify the correct date and time for the conference by checking the meeting invitation.
Contact the conference leader/host to confirm meeting is taking place.
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| There is an issue with the audio sync on the WebEx console |
User must manually merge audio line, via appropriate key press. |
| Unable to hear anyone else in the audio conference |
Contact the conference leader/host to confirm meeting is taking place, as meeting may NOT have started OR meeting may have been rescheduled or cancelled.
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| Attempted to dial-back from the WebEx console and it failed |
Ensure the number entered into the Dial Back panel is correct for your location.
If issue persists, contact the Verizon Net Support team for assistance.
Please ensure all Required Information (noted below) is available to assist with troubleshooting
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| Static/Echo on the audio line(s). |
Disconnect and dial back in.
If issue persists, contact the Verizon Net Support team for assistance.
Please ensure all Required Information (noted below) is available to assist with troubleshooting
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| The audio line dropped or was disconnected |
Attempt to redial.
If issue persists (i.e. 3 or more instances) contact the Verizon Net Support team for assistance.
Please ensure all Required Information (noted below) is available to assist with troubleshooting
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| Attempting to dial into the conference and receiving a busy signal or dead air. |
Attempt to redial.
If issue persists, contact the Verizon Net Support team for assistance.
Please ensure all Required Information (noted below) is available to assist with troubleshooting
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| 'Missing' or latent talk slots on WebEx console |
Contact the Verizon Net Support team for assistance.
Please ensure all Required Information (noted below) is available to assist with troubleshooting
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| User unable to see anyone on their webcams or user unable to be seen from their webcam |
Contact the Verizon Net Support team for assistance.
Please ensure all Required Information (noted below) is available to assist with troubleshooting
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| Entire meeting dropped
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Attempt to reconnect to the meeting.
If issue persists, contact the Verizon Net Support team for assistance.
Please ensure all Required Information (noted below) is available to assist with troubleshooting
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