Customer Log in   |  Support
HiDef Logo
HiDef Tagline

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.


Show All Hide All
Access Numbers
Q: For which countries do you currently offer a toll-free dial-in number service?
A: United States, Australia, Austria, Belgium, Canada (same as US Toll Free), Czech Republic, Denmark, Finland, France, Germany, Ireland, Israel, Italy, Japan, Luxembourg, Netherlands, Spain, Sweden, Switzerland, United Kingdom. (NOTE: Please contact your account manager to add/remove needed international dial-in numbers available to your corporate account).
Q: For which countries do you currently offer a 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/remove needed international dial-in numbers available to your corporate account).
Q: Which additional countries will be added to the toll and toll-free service?
A: Based on customer demand new country dial-in numbers are continually being added, if you have specific needs please contact your account manager.
Q: I am confused by how the International dial-in numbers are displayed and how should they be used?
A: The international access numbers can not be dialed from a participant in any other country except for which the number is assigned to. For example a participant in the US can not dial the number for Belgium. For consistency and simplicity purposes we display the numbers in a format inclusive of country code, city code etc. Depending on what city a participant in a given country is calling from they may or may not need to dial the complete set of digits. Please check with their 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 into your hidefcorporate.com account and navigating to the "My Conferences" web page.
Admin Portal Features
Q: How many administrators can each account have?
A: At this time the system allows only one central administrator to be provisioned.
Q: Can the administrator manage passwords in the Admin Center?
A: Yes, the administrator can change passwords for individual moderator accounts. Alternatively, any moderator can also use the "forgot password" link on the login page to retrieve their current password.
Q: Can the administrator create customized group names?
A: Yes the administrator can use alpha number characters to label a group by name, project code or cost center.
Q: Will changing my preferences in the admin portal change all my moderators' preferences system wide?
A: At the current time any preference changes on the admin portal are only inherited by “new moderator” accounts created. Any preference settings modified on the admin portal do not affect previously created moderator accounts. NOTE: Preferences can not be locked so moderators can change their preferences once their account is created via the moderator portal.
Call Recording Features
Q: Are there filters for people that have bad connections?
A: Not at this time, the best option is to put the conference in lecture mode or have participants mute themselves until they need to speak.
Q: Is there a separate charge for accessing recordings?
A: No. However, only a US toll number is provided for recordings for playback by phone. Long distance charges may apply through youre local carrier for dialing a US toll number). Alternatively, moderators can download the MP3 formatted file, available after their meeting, to their local PC for distribution to their meeting participants.
Q: Is there a charge for storing the call recordings on the HiDefCorporate.com?
A: No charge.
Q: What format is the recording in?
A: MP3.
Q: For what length of time are call recordings stored online?
A: The maximum period is 365 days (12 months).
Q: How long can a recording be?
A: The system can record up to 4 hours of a conference call.
Q: Are call recordings downloadable?
A: Yes, they are made available online in MP3 format.
Q: How long after a conference call is the recording file made available?
A: Approximately 30 minutes after the close of a call.
Q: Can the moderator assign names/titles to call recordings through the moderator portal?
A: Yes each recording can have a relevant/contextual name assigned.
Q: How do I download a recorded conference?
A: You will need to log into your moderator account to download the recordings. Log in 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.
General
Q: What is HiDefCorporate?
A: HiDef Corporate is a reservation-less audio conferencing service, providing robust web based account management, user provisioning and audio meeting controls to allow corporate users to manage small and/or 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 HiDefCorporate is a reservation-less conferencing platform, as a meeting organizer you can schedule and hold meetings on HiDefCorporate.com whenever and wherever needed.
Q: What makes HiDef Corporate conferencing unique?
A: HiDef Corporate offers reservationless conferencing for up to 1000 participants
Q: Is there a maximum amount of time a conference can be in session?
A: Yes. Please note that HiDefCorporate.com does not place any conferencing limits on it audio bridge. However, maximum call duration is heavily dependent on the various telecommunications carriers that transport a phone call; this is especially true for international callers, as their calls may transit through various carriers before reaching the HiDef Corporate Conferencing 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 that are at least a 9 hour duration.
Q: Is there an operator assisted option available in the HiDef Solution?
No not at this time.
Q: What's the difference between using Toll and/or Toll Free for my meetings? Are there any extra charges associated with each?
As a customer you have a negotiated per minute rate that you pay for your toll and toll free usage. When participants dial into a meeting using a toll number they may 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 any local/long distance phone carrier costs (in this case you are bearing the cost on behalf of your participants).
Q: How do I Contact Customer Care?
A: Contact us at: Support. Please make sure to have your email, Conference ID and Moderator PIN available
Q: Do I have to be logged into the website to schedule, make or control a call?
A: No. The moderator for a conference room does not ever have to log into the website to schedule, make or control a call. HiDefcorporate.com is a reservation-less conferencing service which provides every moderator a fixed set of access numbers, conference room and moderator PIN for use at any time. The moderator can choose to manage a call using the phone commands or the web site. However, there are benefits to using the moderator web portal, such as: web controls, handraising feature, usage reporting and web based scheduling to enhance the meeting management experience.
How To
Q: How do I cancel my account?
A: 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: If I am a participant in a conference, how do I mute or un-mute my call?
A: There are several commands that the participant can issue to manage their individual line.
*1 Receive a list of commands
*2 Mute or unmute participant line
*5 Hear the number of attendees
*9 Raise your hand to ask a question (in lecture mode)
Meeting Controls Features
Q: What are Web Controls?
A: Web Controls allow the host to manage the conference from an online screen. 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:
*1 Obtain a list of commands
*2 Mute or unmute moderator line
*5 Hear the number of attendees
*6 Lock or unlock the conference so that additional attendees may not join
*7 Start or stop the conference recording
*8 Mute or unmute all lines except for the host's and enable hand-raising

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.
Moderator Features
Q: Can the moderator create unique pin per meeting?
A: Yes, Moderators can enable this feature by setting the conference preference item to "Yes" on the "My Conferences" > "Conference Preferences" web page. Note, the moderator would need to decide the security PIN # (up to 20 digits) and advertise it to the invite list ahead of the call. Ideally, it's best the moderator join the conference ahead of his/her attendees to allow the system to capture the security PIN. Participants will get prompted for a security code after the moderator has joined the bridge/conference. If the moderator joins late, an early participant will be put on hold after entering the conference room number, and only after the system recognizes the moderator having joined will it prompt this participant for the security code.
Q: Do you allow for a call to be assigned to a charge code?
A: Yes. However it is a feature that needs to be turned on via a request to your account manager. The charge code feature allows a moderator to input a number prior to a meeting starting. This number will then appear on the end of month billing for each meeting where this number was entered. It allows for companies to use the billing data for chargeback purposes.
Q: Is there a visual indication on the web controls page which alerts the moderator which line or attendee is making noise?
A: No, not at this time.
Q: Is there a roll call feature?
A: Using *5 one can hear the number of attendees.
Q: Can there be multiple moderators on a call?
A: Only one moderator is assignable per conference room created. However, the system will allow multiple people to sign in as the moderator using the same login/password. NOTE: That two people will appear on the online participant list as moderator.
Q: What is Lecture Mode conferencing?
A: Lecture Mode mutes everyone in the conference except the moderator(s). If you ever had a noisy conference, it’s most likely due to multiple participants speaking simultaneously. By using Lecture Mode and muting all the participants except the host/moderator, noise volume will decrease immediately.
Q: What is Hand Raising?
A: Hand Raising is a feature enabled in Lecture Mode that alerts the host when a muted participant has a question or would like to speak. The participant activates Hand Raising by by selecting "*9." A yellow hand icon will appear on the moderator’s Web-controls screen.
Q: What is the refresh rate on the web controls page?
A: Approximately every 10 seconds.
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. We currently support 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 hidefcorporate.com synchronize meetings scheduled using the outlook plug-in with those created using the web scheduler?
A: 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: If you are the moderator you 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 once the conference has completely finished. In addition, you 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 per/minute rate. The actual rate is negotiated based on a customers estimated monthly usage amount. International toll and toll-free pricing is based on standard per/minute rates.
Q: What type of usage data is available for the moderator?
A: Moderator web portal provides usage summary information for their conference room only. By navigating to the Billing - > Usage Summary web page the moderator for the account can see a breakdown of usage information by meeting for the current and past billing cycles.
Q: Are there any exportable reports in the Administrator web portal?
A: Yes, the administrator can export the post call report of any meeting conducted by a moderator on the account.
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 a current month billing report for the account in total. The 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 operator (admin) can create groups using "names" or "cost centers" (group fields accept alpha numeric characters). The operator can then use this information for internal chargeback purposes when they receive their 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 1st of month to end of month.
Q: How often are usage reports made available online?
A: They are refreshed within minutes and available for the current and past 6 months billing cycles.
Q: Where can I see the per minute rates for the different access numbers entitled on my account?
A: The administrator for the account can view rate and current month billing information by navigating to their "My Admin" -> "Billing" -> "Summary of Charges" web page.
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 in go to "Web Controls" page.
  3. Moderator will see a list of each participant for their conference
  4. Press "Mute all" button to mute all participants
  5. Start unmuting one participant at a time and have conversation every time moderator unmutes participant.
  6. If moderator or participant hears an echo on that line, then that is the line causing an echo.
  7. Moderator can ask the participant to mute their line so (by pressing *2) so that the echo is not experienced during the conference.

Using phone command:
  1. Moderator puts the conference in "mute all status" by pressing *8. This will put the conference in "All participants are muted but may unmute them selves" mode.
  2. Start asking each participant to unmute themselves by pressing *2
  3. Note: Moderator should decide in which order the participants will be unmuted.
  4. Have conversation each time a participant is muted.
  5. If moderator or participant hears an echo on that line, then that is the line causing an echo.
  6. Moderator can ask the participant to mute their line so (by pressing *2) so that the echo is not experienced during the conference.
Q: Are there filters for people that have bad connections?
A: Not at this time, the best option is to put the conference in lecture mode or have participants mute themselves until they need to speak.
About Us  |  Contact Us  |  Site Map
Terms of Service  |  Privacy Policy
Citrix Online Audio, LLC. | Copyright © 2009. All Rights Reserved.