Conferencing Services (Phone, Video, Web)

For both WebEx Teleconferencing and Videoconferencing Services:

• If you are only a participant in WebEx calls organized by others, you have nothing to do.
• If you organize WebEx calls, you can set up your new WebEx Account now by following the SIGN-UP or LOG-IN instructions below. This is especially important if you are scheduling WebEx Teleconference meetings now, for meetings past the November 30th date, and you want to avoid updating meeting details later.

Once you set up your account, scheduling Teleconferences or Videoconferences (with integrated teleconferencing) is all managed from the WebEx online portal or from your Outlook calendar using the "Add WebEx Meeting option".

1. Access the WebEx Sign In page at https://canada.webex.com.
2. Select Sign In.
3. Your Options are Log In or sign up – either option uses your email address as the Username.
4. If you try and sign up and already have an account, it will let you know.
5. If you forget your Log In password, select the Forgot your username or password link.
6. A New screen will prompt you for your email address and the verification characters and submit.
7. You will receive an email from CCS Administrator and click on the link to change your password and submit.
8. Whether you are Signing Up or Logging In, your next step is to configure your account, including picking default numbers, entering a PIN and finding your new Attendee and Host Access Codes. See Setting Up below.

The new teleconference numbers are included in the new Canada Conferencing Service (CCS) WebEx accounts. When you schedule meetings from the WebEx portal or Outlook, the WebEx connect details will be filled in automatically based on the selections that you make when Setting up your Personal Teleconferencing defaults.

Account holders are required to select their preferred city for local number service, take note of their new Host Access Code and Attendee access code, and determine their PIN by completing the following steps:

Setting up the New Teleconference coordinates for Personal Conferencing:

The new teleconference numbers are included in the new CCS WebEx accounts. As a result of this change, employees are required to select their preferred city for local number service, take note of their new Host Access Code and Attendee access code, and determine their PIN by completing the following steps;

1. Log in to your account at https://canada.webex.com
2. Select Preferences
3. Go to the Audio and Video tab
4. Select your Default call-in number(s) by scrolling down to Canada Toll (city name) in the dropdown lists provided
5. Create your audio PIN
6. Select Save at the bottom
7. Select Generate an account
8. In the Personal conferencing heading, take note of your personalized Host access code and Attendee access code

Employees should remember to send revised invitations for scheduled meetings with the updated audio coordinates

There is a Toll-Free Teleconference number embedded into the new WebEx accounts. The number can be found in the Global Call-in numbers list and is called the Canada Toll Free (1-855-288-0982).

This number does not replace the Global call-in numbers, but is in addition to those numbers. There is also a Canada Toll Free 2 number (1-855-244-8677) that is a shared number across the entire WebEx platform, and is not dedicated to CCS.

For Teleconferences:

Hosts and participants can use a local default number, or (if required) the new Toll-free number.

For WebEx meetings:

The Canada Toll Free number should only be used if participants cannot connect using any of the following services:

• Computer audio (VoIP);
• Any of the Global Call-in number (https://canada.webex.com/canada/globalcallin.php); or
  Using their Government of Canada issued cell phone.

• Do not use the hands-free option (i.e. speakerphone) in an open environment. The resulting echo can distort your voice for the other participants.
• When calling from your office or a room with surrounding noise: close the door, turn off the radio, turn off any fan unit near the phone.
• When calling from home, select a location away from the noise of televisions, radios, other people and open windows.
• Avoid using a cellular phone to join the teleconference. If you have no choice, use the mute feature whenever you are not speaking (dial *6).
• Headsets must be of good quality to avoid producing a buzzing background sound on the teleconference.
• Avoid multi-tasking that leads to noise, such as paper rustling, typing on your keyboard, etc. If you must do these activities, please use the mute feature whenever you are not speaking (dial *6).

If poor audio quality can't be resolved during a teleconference, the host (i.e. moderator) can dial *0 to request a Canada Conferencing Service operator join the call and help resolve the issue. (note: the host can dial *0 a second time to cancel this request).

Still need assistance? Submit an online service request to the National Service Desk.

There are several ways to start a WebEx Meeting. If you are using your Personal Room, the meeting will start for all attendees as soon as you join.

Desktop App:

Simply select the pop up notification as the start of the meeting and select the green Start/Join button at the top of the app or calendar selection

Outlook Meeting Invite:

Simply select join meeting from your calendar invite

Mobile App:

Select Start meeting if you are hosting to join meeting if you are participant

Tips for attending a Teleconference

• Avoid joining a teleconference using a cellphone, if possible.
• Join the teleconference a few minutes in advance of the scheduled time whenever possible, to ensure you have no technical difficulties and so that the meeting can begin on time.
• Mute your line using *6 whenever you are not speaking (the same command will unmute). This will minimize background noise, echoes, etc.
• When you are attending in a room with others, remember the people attending on the phone: speak one at a time, and describe anything that is visual only.
• Identify yourself before speaking if anyone on the call is unfamiliar with your voice, or there are a large number of participants.
• When you are attending in a room with others, remember the people attending on the phone: speak one at a time, and describe anything that is visual only. When you are using reference material, be sure to mention page/slide numbers so that everyone can follow along.
• Use communications etiquette: do not interrupt others, speak clearly, avoid side conversations and making any unnecessary noise.
• Avoid attending to other matters while on a teleconference, so that you are always ready to respond to questions or add a valuable comment to the discussion.
• If you must step away from the call, politely let the other participants know so that you are not called upon to speak while you are away.
• Remember to hang up the phone; this can be easily overlooked when you are attending in a meeting room.
• Also, visit the quick fix for Improving Audio during a CCS Teleconference

If poor audio quality can't be resolved during a teleconference, the host (i.e. moderator) can dial *0 to request a Canada Conferencing Service operator join the call and help resolve the issue. (note: the host can dial *0 a second time to cancel this request).

Still need assistance? Submit an online service request to the National Service Desk.

What are some good tips for hosting a teleconference?

• If the intent is to review one or more documents during the call, you may wish to consider WebEx Conferencing Service instead of a teleconference.
• Respect time zone differences when you are scheduling a call, and take advantage of Outlook calendars to find a time when the most people can attend.
• Prepare and share an agenda in advance if possible, together with sharing and/or identifying all required reference materials.
• Join the call ten minutes in advance, so that you may greet all other participants and assist anyone who experiences issues joining. You may wish to remind any late arrivals about the meeting with an email or instant messaging.
• If not everyone knows each other: introduce all of the participants on the call, or conduct a roll call and invite everyone to introduce themselves and become familiar with each other's voice.
• Confirm that everyone has (or has access to) the agenda and any reference materials.
• Inform everyone to keep their line muted unless speaking (use *6 to mute and unmute), and do the same with yours. This will minimize background noise, echoes, etc. Allow time for other participants to unmute when called upon to speak.
• You have the option to press ## to mute all participants other than yourself; turn this feature off by pressing 99, permitting everyone to be heard again.
• When you are attending in a room with others, remember the people attending on the phone: speak one at a time, and describe anything that is visual only. When you are using reference material, be sure to mention page/slide numbers so that everyone can follow along.
• Conduct a round table to gather all views and give everyone a chance to be heard. This is especially important when participants joining by phone are in the minority.
• Keep track of time, and respect its limits. Allow for breaks at least every 90 minutes.
• Announce when the meeting is concluded (e.g. "Goodbye, everyone!"), so that no one mistakes the meeting's end for a technical problem.
• Remember to hang up the phone; this can be easily overlooked when you are attending in a meeting room.
• Also, visit the quick fix for Improving Audio during a CCS Teleconference

Still need assistance? Submit an online service request to the National Service Desk.

• Ensure the videoconferencing system and screen(s) are powered on.
• Check that the screen is using the correct image source setting:
  1. On the remote, look for a button labelled “Input”, “Video” or “Source”.
  2. Press this button until the image for your room appears on the screen.
• In the case of a black screen, and your system is powered on, the other location you are viewing is a dark or unlit location, or its camera may be blocked by an obstacle.

Still need assistance? Submit an online service request to the National Service Desk.

Ensure the television and videoconferencing system is turned on, and that the television has the correct image source setting (i.e. videoconference input).

Still need assistance? Submit an online service request to the National Service Desk.

This may happen if your room’s lights were turned on after the call is connected; the camera is dazzled by the change in luminosity. You may be able to correct this by zooming the camera’s focus in and out.

Still need assistance? Submit an online service request to the National Service Desk.

You need to disconnect from the videoconference, then reconnect. Inform the other location you are doing this (if they still hear your audio).

Still need assistance? Submit an online service request to the National Service Desk.

You must connect your computing device to the videoconferencing system, usually via a port labelled "PC", "Content" or "Camera Aux". You will need the correct type cable to make this correction (VGA, HDMI or DVI). Once you are connected, confirm you are using the correct display mode on your device: you must use its "Clone" or "Secondary Display" mode. Then use the "PC" or "Content" function on the videoconferencing remote to transmit this display to the videoconferencing screen.

Still need assistance? Submit an online service request to the National Service Desk.

Confirm your line is not muted. A red light on your audio console may indicate that mute is activated and must be turned off. There may also be a mute function to verify on the videoconferencing remote. Confirm the audio console wires are firmly connected.

Still need assistance? Submit an online service request to the National Service Desk.

A piercing feedback noise can occur if your volume is turned up too loud; reduce the volume setting of your speaker and/or audio console to address this problem. Feedback can also occur by joining the session through videoconference and teleconference simultaneously; do not do both at once.

Still need assistance? Submit an online service request to the National Service Desk.

Double-check the number you are using. Long distance calls must be prefaced with a "1" before the three-digit area code. You may need to dial a prefix number to make an outside call, depending on your location.

Still need assistance? Submit an online service request to the National Service Desk.

Check the volume setting on your speaker and/or on the audio console. Confirm that the location speaking to you does not have their line muted.

Still need assistance? Submit an online service request to the National Service Desk.

Most videoconferencing systems enable "sleep mode" following a certain interval without activity. Pressing any key on the remote should wake up the system.

Still need assistance? Submit an online service request to the National Service Desk.

X-degree webcams are a cost-effective videoconferencing solution for rooms that are not otherwise equipped:

• Strategically place the webcam in a central position on a flat surface (e.g. table).
• Use a cable to connect it to a mobile computer (laptop or tablet) that has Internet or network connectivity (e.g. through Employee Wi-Fi). The room will also require a projector, monitor or television to display other participating locations.
• Larger rooms will need a wider range (i.e. higher degree) webcam.

This solution works for regular Skype videoconferencing, or for using Skype with VMR.

Your team may choose to procure its own X-degree webcam; or, you can discuss providing a room with an X-degree webcam solution as part of its assigned equipment. Please contact the Chief Financial Officer Branch (CFOB) for that location (see the list of Regional Accommodations Officers).

Still need assistance? Submit an online service request to the National Service Desk.

You can request a scheduled, moderated videoconference from Shared Services Canada using their online form, or by dialling 1‑877‑473‑8433.

• Reserve your videoconference at least five days in advance of its intended date.
• Reserve this service (and your room) for an additional 30 minutes past the anticipated end of your session, to help avoid the automatic disconnection when your time ends.
• Participants at other locations should similarly book this additional time to protect the privacy of your session.

For events that will have fewer than 25 locations connected, and when a moderated session is not required/wanted, obtaining a VMR account might be preferable.

Still need assistance? Submit an online service request to the National Service Desk.

Consult Videoconference Rooms Information (XLSM, 112 KB) or the government-wide list of videoconferencing facilities to find a suitable room for your videoconference.
The room you select must be booked according to your (or its) local procedures. ESDC Boardroom Booking Services are available for some locations.
Still need assistance? Submit an online service request to the National Service Desk.

Scheduled videoconferencing is equipped with an automated disconnection feature that will immediately end the videoconference call at the end of the time period you reserve. It is recommended that you reserve this service for an additional 30 minutes past the anticipated end of your session, to avoid encountering this feature if your session lasts longer than you anticipated. Rooms at other participating locations should be directed to similarly book this additional time, to protect the privacy of your session.

Another solution is to use VMR self-service videoconferencing whenever possible, since it does not have the automated disconnection feature.

Still need assistance? Submit an online service request to the National Service Desk.

Press the Near button on the videoconference remote. You should be able to adjust the camera’s focus using the remote’s arrow buttons, and zoom in or out using its Zoom button.

Still need assistance? Submit an online service request to the National Service Desk.

Once you have familiarized yourself with the make and model, try to find the corresponding Shared Services Canada videoconferencing equipment reference. Note that each reference features an image of that system's remote; use this image to confirm you have found the correct reference for your equipment.

Still need assistance? Submit an online service request to the National Service Desk.

You will need to recharge or replace its batteries. Some videoconferencing remote batteries are charged with a USB port; this is a permissible exception to rules generally forbidding the use of USB ports in the department.

Still need assistance? Submit an online service request to the National Service Desk.

1. Ensure the videoconferencing equipment is powered on (note: it should normally be powered on at all times).
2. Locate the videoconference remote control and use it to "wake" the system.
3. Using the number keys on the remote, enter the VMR account number.
4. When the PIN is requested, if you are the hosting the videoconference you should enter your Host PIN (followed by #). If you are a participant joining someone else's conference, enter the Guest PIN (followed by #) that the host has provided to you.

Still need assistance? Submit an online service request to the National Service Desk.