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Frequently Asked Questions

Get answers to the most frequently asked questions about HiDef Audio Conferencing.

For technical assistance or account-related questions, please call 1 866 962 6490, international direct dial +1 805 617 7017 or email HiDefCorporateSupport@citrixonline.com.


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General
Q: What is HiDefCorporate?
A: HiDef Corporate is a reservation-less audio conferencing service, providing robust web-based account tools that allow user provisioning and audio meeting controls for corporate users to manage small and large audio conferences without operator assistance.
Q: What does reservation-less or ad-hoc conference calling mean?
A: Reservation-less or ad-hoc conference calling means you do not need to schedule or reserve bridge capacity for a meeting. Since HiDef Corporate is a reservation-less conferencing platform, as a meeting organizer you can plan and hold meetings on HiDefCorporate.com 24 hours a day, seven days a week, 365 days a year.
Q: Is there a maximum amount of time a conference can be in session?
A: No. However, please note that the individual maximum call duration is heavily dependent on the various telecommunications carriers that transport the phone call. This is especially true for international callers, as their calls may transit through various carriers before reaching the HiDef Corporate bridge. In general for US Toll calls, our carriers support at least a 6 hour call duration and for US Toll Free calls our carriers support calls at least a 9 hour duration.
Q: How many participants can I have on my meeting?
A: HiDef Corporate allows up to 1000 individual callers or lines to join your meeting.
Q: Is there an operator assisted option available in the HiDef Solution?
A: No.
Q: How do I cancel my account?
A: To cancel your account, please contact your account manager or global customer support for assistance at US Toll Free: 1-866-962-6490, or for Non-US callers: 1-805-617-7017.
Q: Can I use my HiDef Corporate dial-in numbers with my GoToMeeting or GoToWebinar account?
A: Yes. To do so, Go to www.gotomeeting.com and log on to your GoToMeeting or GoToWebinar account. Click on the "Schedule a Webinar" link. This will bring you to the "Schedule a Webinar" page. Select the option "Provide your own conference call number". This will show you a set of text boxes. Enter your HiDef Corporate phone number(s) and conference number into the appropriate text box.
Q: How do I contact Global Customer Support?
A: You may contact Global Customer Support at 866-962-6490 or 805-617-7017 or at hidefcorporatesupport@citrixonline.com. Please be sure to have your email, Conference ID and Moderator PIN available for the agent, if possible.
Access Numbers
Q: For which countries do you currently offer an international toll-free dial-in number service?
A: United States, Argentina, Australia, Austria, Belgium, Canada (same as US Toll Free), China, Czech Republic, Denmark, France, Germany, India, Ireland, Israel, Italy, Japan, Luxembourg, Mexico, Netherlands, Philippines, Portugal, Republic of Korea, Spain, Sweden, Switzerland, Thailand, United Kingdom, Vietnam. (NOTE: Please contact your account manager or Global Customer Support at 866-962-6490 or 805-617-7017 for changes to international dial-in number availability to your corporate account.)
Q: For which countries do you currently offer an international local toll dial-in number service?
A: United States, Australia, Austria, Belgium, Canada, Chile, Czech Republic, Denmark, Finland, France, Greece, Ireland, Israel, Italy, Japan, Luxembourg, Mexico, Netherlands, New Zealand, Norway, Pakistan, Peru, Poland, Spain, Sweden, Switzerland, United Kingdom. (NOTE: Please contact your account manager to add or remove international dial-in number availability to your corporate account).
Q: Are new countries going to be added to the international toll and toll-free service?
A: Based on customer demand, new country dial-in numbers are continually being added. If you have a specific country requirement that is not currently available, please contact your account manager.
Q: How do the International toll free dial-in numbers work?
A: The international toll-free access numbers are only available for a participant in that particular country. For example, only participants in Belgium should dial the Belgium international toll-free number. The toll-free international Belgium number(s) will not work for participants in other countries.
Q: I am confused by how the International local toll dial-in numbers are displayed and how should they be used?
A: The international local toll access numbers should only be used for a participant in that particular country, who will not incur international long distance rates for calling the number. For example, only participants in Belgium should dial the Belgium international local toll number. The international local toll Belgium number will work for participants in other countries, but they will incur international long distance charges to his or her phone for a call to that country. For consistency and simplicity purposes, we display the numbers in a format inclusive of country codes and city codes. Depending on the city a participant is calling from, he or she may not need to dial the complete set of digits. The participant should check with his or her local phone carrier to see what is required to access the number.
Q: Where can I see what toll and toll free access numbers have been enabled or entitled for my conference room?
A: As a moderator, you can view all the access numbers that have been entitled for your conference room by logging on to your HiDef Corporate account at www.hidefcorporate.com and navigating the "My Conferences" web page. If you are the administrator, you can view all the access numbers that have been entitled for your moderators by logging on to your administrator account at www.hidefcorporate.com and navigating to the "Access Numbers" page.
Q: What's the difference between using US Toll and Toll Free for my meetings? Are there any extra charges associated with each?
A: As a customer you have negotiated a per minute rate that pays for toll and toll free usage. When participants dial into a meeting using a toll number they may also incur their own local/long-distance phone carrier costs. However, when they dial into a meeting using a toll free number they will not incur long distance phone carrier costs, as those costs are charged to you.
Admin Portal Features
Q: How many administrators can each account have?
A: Only one central administrator can be provisioned per account.
Q: Can the administrator manage passwords in the Admin portal?
A: Yes, the administrator can view and change passwords for individual moderator accounts. Alternatively, a moderator can also use the "forgot password" link on the login page to retrieve his or her current password. The moderator can also change his password via the moderator portal.
Q: Can the administrator create customized group names?
A: Yes, the administrator can use alpha numerical characters to label a group by name, such as department name or cost center.
Q: Will changing preferences in the admin portal change all my moderators' preferences system wide?
A: Preference changes on the admin portal are only inherited by "new moderator" accounts created from that point forward. Preference settings modified on the admin portal do not affect previously created moderator accounts. However, you can make preference changes to existing moderator accounts by contacting your account manager. NOTE: Preferences cannot be locked by the moderator or administrator. However, you may contact your account manager to request to have your preferences locked for all moderators.
Q: How do I change my login or email?
A: You will need to contact your account manager to change your login.
To change your email, Go to www.hidefcorporate.com and log on to your account. Click on the "Preferences" link on the left pane. This will show you the preferences page. Click on the "User Details" tab in the middle. Enter your new email address in the "Email Address" and the "Confirm Email Address" text boxes. Click the "Save" button to apply your email address change.
Call Recording Features
Q: Is there a separate charge for listening to recordings?
A: No. However, only a US toll number is provided for recordings for playback by phone (Long distance charges may apply through your local carrier for dialing a US toll number). Alternatively, once the meeting has ended, a moderator can download the recording in a MP3 formatted file to his or her local PC for distribution to his or her meeting participants.
Q: Is there a charge for storing the call recordings on the HiDefCorporate.com website?
A: There is not a charge for this service.
Q: What format is the recording in?
A: The recording is in MP3 format and can be downloaded to your PC.
Q: For what length of time are call recordings stored online?
A: The recording will be stored up to the maximum period of 365 days (12 months).
Q: What is the maximum length of a recorded call?
A: The system can record up to 4 hours of a conference call. However, after that period, the recording can be immediately restarted for calls lasting longer than 4 hours.
Q: How long after a conference call is the recording file made available?
A: Approximately 30 minutes after the close of a call the recording is available. However, longer recordings may take additional time.
Q: Can the moderator assign names or titles to call recordings through the moderator portal?
A: Yes, each recording can have a contextual name assigned to it.
Q: How do I download a recorded conference?
A: You will need to log on to your moderator account to download the recording. Please log on and click on the "Recordings" web page. You can then right-click on the reference number link of the recording of your choice and save it to your computer.
Meeting Controls Features
Q: What are Web Controls?
A: Web Controls allow the host to manage the conference from online. Moderators can view who has entered the conference, mute and unmute participants and control other aspects of the conference.
Q: What are Phone Commands?
A: Moderator phone commands are telephone/dial-pad control functions that allow the host to manage the conference.

The phone commands are:
  • Press *1 Obtain a list of commands
  • Press *2 Mute or unmute moderator line
  • Press *5 Hear the number of attendees
  • Press *6 Lock or unlock the conference so that additional attendees may not join
  • Press *7 Start or stop the conference recording
  • Press *8 Mute or unmute all lines except for the host's and enable hand-raising
    • Pressing *8 the first time puts the conference in lecture mode but participants can still unmute themselves
    • Pressing *8 the second time puts the conference in lecture mode and participants can not unmute them selves.
    • Pressing *8 the third time turns off Lecture Mode.
  • Press #1 Entry/Exit beeps on or off
  • Press #2 Allow conference to continue after moderator hangs up
  • Press #3 Roll call of participants (if enabled)

Also, if you log in to the hidefcorporate.com site with your moderator login/password you should see a complete list of phone commands and web button controls.
Q: What are Web Controls?
A: If I am a participant in a conference, how do I manage my phone line?
  • Press *1 Receive a list of commands
  • Press *2 Mute or unmute your participant line
  • Press *5 Hear the number of attendees
  • Press *9 Raise your hand to ask a question (in lecture mode)
Moderator Features
Q: Do I have to be logged on to the website to schedule, conduct or control a call?
A: No. The moderator for a conference room does not have to log into the website to schedule, conduct or control a call. HiDef Corporate is a reservation-less conferencing service which provides each moderator with a fixed set of access numbers, a conference room and a moderator PIN for use at any time. The moderator can choose to manage a call using the phone commands or the web controls. However, there are benefits to using the moderator web portal. These include: web controls for audio, hand-raising, usage reporting and web based scheduling to enhance the meeting management experience.
Q: Can the moderator create a security PIN per meeting?
A: Yes. Moderators can enable the security PIN feature by setting this conference preference item to "Yes" on the "My Conferences" > "Conference Preferences" web page. Please note that the moderator would need to determine the security PIN number (up to 20 digits) and notify the meeting participants ahead of the call. Participants will be prompted for the security PIN as they dial in to join the meeting. Ideally, it is best for the moderator to join the conference ahead of his or her attendees to allow the system to enable the security PIN, so that the participants immediately join the conference. If the moderator joins the conference late, early participants will be put on hold after entering the conference room number. Once the system recognizes the moderator and the security PIN, it will prompt the waiting participants "on hold" for the security PIN and if correct, connect them to the conference.
Q: Can calls have an internal charge code assigned to them?
A: Yes. This is a preference feature that is required to be turned on via a request to your account manager. The charge code feature allows a moderator to input a number prior to the start of a meeting. This number will then appear on the end of month billing for those meetings associated with it. The charge code feature allows companies to use and sort the billing data for chargeback purposes.
Q: Is there a visual indicator on the web controls page that alerts the moderator which particular line or attendee is making noise?
A: No.
Q: Is there a roll call feature?
A: Yes. The moderator can press *5 on his phone key pad to hear the number of attendees on his or her meeting.
Q: Can there be multiple moderators on a call?
A: Yes, however only one moderator login and password can be used to join a conference. As such, multiple users may join the meeting using the unique moderator login and password for the conference room. Please note, that when multiple users connect to the meeting with the moderator conference room and password, those users will all appear on the online participant list as a moderator.
Q: What is Lecture Mode conferencing?
A: The Lecture Mode feature mutes all participants on the conference except the moderator(s). Most conference sound disturbances are caused by multiple participants speaking or introducing sound simultaneously into the conference. By using Lecture Mode which mutes all the participants except the host or moderator, the sound quality of the conference can dramatically improve by eliminating background noises The moderator can enable this feature by pressing *8 on his or her phone keypad:
  • Pressing *8 the first time puts the conference in lecture mode but participants can still unmute themselves to speak.
  • Pressing *8 the second time puts the conference in lecture mode and participants can not unmute them selves.
  • Pressing *8 the third time turns off Lecture Mode.
Q: What is Hand-Raising?
A: Hand-Raising is a feature enabled when the conference is in Lecture Mode that alerts the host that a muted participant has a question or would like to speak. The participant activates Hand Raising by pressing *9 on his or her telephone keypad. A yellow hand icon will appear on the moderator's Web-controls screen to alert him or her of the participant who would like to speak.
Q: What is the refresh rate on the web controls page?
A: The web controls page refreshes approximately every 10 seconds.
Q: I forgot my password. How do I retrieve my password?
A: To retrieve your password, Go to www.hidefcorporate.com. Click on the "Forgot your password?" link under the "Password" textbox. Enter your username (generally your email) and click the "Submit" button. You will receive an email with your account information including your password.
Outlook Plug-in & Scheduling
Q: Where can I find the Outlook plug-in?
A: The downloadable outlook plug-in file is available on the hidefcorporate.com site under the "Features" -> "Outlook Plug-in" webpage. HiDef Corporate currently supports Outlook 2003 and Outlook 2007 versions.
Q: Are there any other email plug-ins supported?
A: No, at this time only Outlook is supported. If you have another email platform request please send it to the support email address. Our product management team always welcomes suggestions to enhance the end-user productivity and experience of our product.
Q: Does HiDef Corporate synchronize meetings scheduled using the outlook plug-in with those created using the web scheduler?
A: No. Currently, we do not synchronize meetings scheduled using the outlook calendar with those created via the web scheduler on hidefcorporate.com.
Pricing/Billing
Q: How can I tell how many toll-free minutes I have used for my meeting?
A: The moderator will receive a post call report after the conference which shows how many minutes were used by call type (i.e. "US Toll Free" ) for the audio conference. This is sent to the moderator once the conference has completely finished or when all participants have disconnected. In addition, the moderator can find the same information online via the moderator portal by navigating to the "Billing -> Usage Summary" web page.
Q: What is the pricing model for corporate accounts?
A: Pricing for US/Canada toll and toll-free is based on a per minute rate. The actual rate is negotiated with a sales representative, and is based on the customer's estimated monthly usage. International toll and toll-free pricing is set at standard per minute rates.
Q: What type of usage data is available for the moderator?
A: The moderator web portal provides usage summary information for his or her conference room only. By navigating to the Billing - > Usage Summary web page, the moderator can see a breakdown of usage information by meeting for the current and past billing cycles.
Q: What type of billing usage data is available online to the administrator?
A: The administrator can navigate to the "Billing" -> "Summary of Charges" web page which provides the current month billing report for the account in total. This report breaks down billable costs by access line, rate and billable amount. At the very bottom of the page, the total minutes to date and the total billable cost to date is also provided.
Q: How can I manage cost center billing for my account?
A: The administrator can create groups using "names" or "cost centers" (group fields accept alpha numeric characters) to manage cost center billing. The administrator can then use this information for internal chargeback purposes when he or she receives the end of month billing statement.
Q: Can I view usage by groups?
A: Yes, the administrator can see usage by groups for the current and past billing cycles.
Q: What is the billing cycle?
A: The billing cycle is monthly from the 1st of month to the end of month.
Q: How often are usage reports made available online?
A: Usage reports are available 24/7. However, usage for a specific conference is reflected on the report within minutes upon the conclusion of the specific meeting. Additionally, usage reports are available for the current and past 6 months billing cycles.
Q: Where can I see per minute rates for the different international access numbers entitled on my account?
A: The administrator for the account can view all rates and the current month’s billing information by navigating to his or her "My Admin" -> "Billing" -> "Summary of Charges" web page.
Q: I see lobby minutes on my usage report. What is a lobby minute?
A: Lobby minute is the time that a participant waits on hold until the conference starts. Based on moderator preference, a participant may be required to wait until the moderator joins the conference. In that case, the time that participant waits until the moderator joins and the conference begins will be counted as lobby minutes. In other cases, a participant may dial in for a conference and disconnect before the conference has started (typically because he or she has dialed in too early, or has the wrong time, etc.). The time accumulated in these instances is also considered lobby minutes. Lobby minutes are charged at your negotiated per minute rate.
Technical
Q: I hear an echo on my conference call, why?
A: Echo on the conference can be caused by several reasons. Some of the reasons are use of cell phone or use of speakerphone. However, there are two ways to determine whose line could be causing this issue. Below are the two ways. Keep in mind that this can only be done while the conference is up and user is experiencing echo issue.

Using web portal:
  1. Moderator needs to log on to web portal www.hidefcorporate.com
  2. Once logged on, go to "Web Controls" page.
  3. The moderator will see a list of each participant on the conference
  4. Press "Mute all" button to mute all participants
  5. Start unmuting one participant at a time and have conversation every a participant is unmuted.
  6. If moderator or participant hears an echo or sound quality problem on that line, then that is the line causing the problem.
  7. The moderator can ask the participant to mute his or her line (by pressing *2) so that the echo is not experienced during the conference, or to disconnect and reconnect for better line quality.

Using phone command:
  1. The moderator puts the conference in "mute all status" by pressing *8 on his or her phone keypad. This will put the conference in "All participants are muted but each participant may unmute him-or-herself" mode.
  2. Start asking each participant to unmute themselves by pressing *2 (Note: the moderator will need to decide in which order the participants will be unmuted.)
  3. If the moderator or participant hears an echo or sound quality problem on that line, then that is the line causing the problem.
  4. Have conversation each time a participant is muted.
  5. The moderator can ask the participant to mute his or her line (by pressing *2) so that the echo is not experienced, or to disconnect and reconnect for better line quality during the conference.
Q: Can I prevent people with bad phone connections from joining the call?
A: No, the best option is to put the conference in lecture mode or have the participants mute themselves until they need to speak.
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