Frequently Asked Questions
Get your answers here.
Sound telecommunications
technology is only one reason for Great America Networks
Conferencing, LLC's success. The commitment to customer
service and support that supplements and completes our
offerings distinguishes us from our competitors. To
submit a service request please call as directly and ask
for our service department.
You can access our support representatives by selecting the Live Chat option, via our ticket submission forms, via email, or via telephone. We strive to provide you with alternate methods of contact which are tailored for your convenience.
Frequently Used Commands: Simply press these buttons on
any touch-tone phone.
Participant Commands:
*0 - used to signal an operator (note a moderator must press *0 to enter the CIVR Menu and then *0 again to signal the operator)
*6 - mutes your individual line - pressing *6 again un-mutes your individual line
Moderator Commands:
61# - mutes ALL PARTICIPANTS in the conference (leaves the moderators un-muted)
62# - un-mutes ALL PARTICIPANTS in the conference
*7 - activates the secure conference lock (no other parties allowed in your conference, you must be the moderator to activate this feature)
Customer Service: 1-877-GET-GAN1 (1-877-438-4261)
Customer Service e-Mail: clientservices@ganconference.com
Where is Great America Networks Conferencing, LLC
located?
Great America Networks Conferencing, LLC is headquartered in Chicago, Ill., with a branch in Santa Fe Springs, Calif., and provides conferencing services throughout the United States. For information on our locations, click here.
Great America Networks Conferencing, LLC is headquartered in Chicago, Ill., with a branch in Santa Fe Springs, Calif., and provides conferencing services throughout the United States. For information on our locations, click here.
Who
is my sales rep and how do I contact him/her?
Click here for information about your local Great America Networks Conferencing, LLC Sales Team.
Click here for information about your local Great America Networks Conferencing, LLC Sales Team.
What
types of conferences are available through Great America
Networks Conferencing, LLC?
Great America Networks Conferencing, LLC offers a wide array of services including audio, event, web and video solutions.
Great America Networks Conferencing, LLC offers a wide array of services including audio, event, web and video solutions.
What
features are available through Great America Networks
Conferencing, LLC?
Click here for a complete list of features.
Click here for a complete list of features.
Where can I get more information about all of Great
America Networks Conferencing services and associated
costs?
To determine how we can best meet your conferencing needs, start with the list of our services and our volume conferencing features and options. You can begin subscribing to our QuickConnect®, QuickSchedule® and volume pricing options online immediately. If you need more information about these and other services and pricing or would like to hear about current promotions, contact us at 1-877-GET-GAN1 (1-877-438-4261) or e-mail us at clientservices@ganconference.com and we'll be happy to provide you with any help you might need.
To determine how we can best meet your conferencing needs, start with the list of our services and our volume conferencing features and options. You can begin subscribing to our QuickConnect®, QuickSchedule® and volume pricing options online immediately. If you need more information about these and other services and pricing or would like to hear about current promotions, contact us at 1-877-GET-GAN1 (1-877-438-4261) or e-mail us at clientservices@ganconference.com and we'll be happy to provide you with any help you might need.
What
is the best type of call for me?
Great America Networks Conferencing, LLC offers a full line of audio, video and Web conferencing and collaboration services. The type of service that is best for you depends on your needs. Most conferencing needs can be covered with our QuickConnect® or QuickSchedule® service. If you require special services, you will need to conduct a QuickAssist® conference call or contact a representative for an in-depth description of our services.
Great America Networks Conferencing, LLC offers a full line of audio, video and Web conferencing and collaboration services. The type of service that is best for you depends on your needs. Most conferencing needs can be covered with our QuickConnect® or QuickSchedule® service. If you require special services, you will need to conduct a QuickAssist® conference call or contact a representative for an in-depth description of our services.
How
do I obtain a QuickPresenter® account?
You will need to contact our customer service department at 1-877-GET-GAN1 (1-877-438-4261) for assistance. Once your account is set up, you are ready to launch a QuickPresenter® conference.
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You will need to contact our customer service department at 1-877-GET-GAN1 (1-877-438-4261) for assistance. Once your account is set up, you are ready to launch a QuickPresenter® conference.
Account Setup
What
is my dial-in number?
Please contact 1-877-GET-GAN1 (1-877-438-4261) or e-mail us at clientservices@ganconference.com for information about your dial-in number.
Please contact 1-877-GET-GAN1 (1-877-438-4261) or e-mail us at clientservices@ganconference.com for information about your dial-in number.
What
is a Billing ID?
Every billing account is assigned a unique Biling ID. Please use your Billing ID when making or changing reservations, as it allows us to access your account information more quickly. You can find your Billing ID on your invoice or, if you are a QuickConnect® or QuickSchedule® subscription user, on your welcome e-mail.
Every billing account is assigned a unique Biling ID. Please use your Billing ID when making or changing reservations, as it allows us to access your account information more quickly. You can find your Billing ID on your invoice or, if you are a QuickConnect® or QuickSchedule® subscription user, on your welcome e-mail.
How
do I get a Billing ID and how is it used?
A Billing ID is generated at account creation for new companies created. Great America Networks Conferencing has four methods of creating new moderator/company accounts, which includes the phone, e-mail and the Web. Upon creation of a new account the Billing ID is used to reference account information, add new conferences, and begin a conference when selected as a security option.
A Billing ID is generated at account creation for new companies created. Great America Networks Conferencing has four methods of creating new moderator/company accounts, which includes the phone, e-mail and the Web. Upon creation of a new account the Billing ID is used to reference account information, add new conferences, and begin a conference when selected as a security option.
How
do I get a QuickPortal® password and how is it used?
QuickPortal® allows the moderator to schedule conference calls, purchase services, access your account to view, pay and make changes. It differs from QuickControl, an added feature available on most of our conferencing services, which provides Web control of your audio conference calls. You will receive your QuickPortal® password upon signing up for your account. You will receive your QuickControl® password when you schedule a conference and request that specific option.
QuickPortal® allows the moderator to schedule conference calls, purchase services, access your account to view, pay and make changes. It differs from QuickControl, an added feature available on most of our conferencing services, which provides Web control of your audio conference calls. You will receive your QuickPortal® password upon signing up for your account. You will receive your QuickControl® password when you schedule a conference and request that specific option.
How
do I change my password?
Once a moderator has the login password it can be changed by contacting Great America Networks Conferencing reservations by calling 1-877-GET-GAN1 (1-877-438-4261).
Once a moderator has the login password it can be changed by contacting Great America Networks Conferencing reservations by calling 1-877-GET-GAN1 (1-877-438-4261).
What
is the difference between a conference passcode and a
PIN code, aren't they the same thing?
No, a conference passcode is the same for all participants on a call. The PIN code is unique to each participant adding a second layer of security for the call. PIN codes are used on our QuickAssist® service and QuickSecure® feature.
No, a conference passcode is the same for all participants on a call. The PIN code is unique to each participant adding a second layer of security for the call. PIN codes are used on our QuickAssist® service and QuickSecure® feature.
What
do I need to use the QuickPortal® to make reservations
online?
You need to sign up for an QuickPortal® account. You can do this by accessing our QuickPortal® site through our Web site Account Setup section. Once you request an account, you will receive an email confirmation with your account number and password. With that information, you can enter QuickPortal® and make reservations online. Our QuickPortal® site is very user friendly and we can provide you with any needed assistance by calling 1-877-GET-GAN1 (1-877-438-4261).
You need to sign up for an QuickPortal® account. You can do this by accessing our QuickPortal® site through our Web site Account Setup section. Once you request an account, you will receive an email confirmation with your account number and password. With that information, you can enter QuickPortal® and make reservations online. Our QuickPortal® site is very user friendly and we can provide you with any needed assistance by calling 1-877-GET-GAN1 (1-877-438-4261).
If I
change my QuickPortal® passcode will it change my Web
account passcode?
No, your QuickPortal® passcode will not affect your other accounts.
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No, your QuickPortal® passcode will not affect your other accounts.
Using Your Conferencing Services
How
do I access an operator during a conference?
Press *0 and an operator will assist you. If you are a Moderator, press *0 to enter the Conference Management Menu and then *0 again to summon an operator.
Press *0 and an operator will assist you. If you are a Moderator, press *0 to enter the Conference Management Menu and then *0 again to summon an operator.
How
do I access the Moderator Conference Management Menu?
Press *0 as a Moderator and you will then have access to the Conference Management Menu..
Press *0 as a Moderator and you will then have access to the Conference Management Menu..
How
do I make changes to a reservation?
Once you have a QuickPortal® account, you may revise your reservation at any time up to one hour prior to the time of the reservation. You may also call our reservation department at the phone number listed on your welcome e-mail.
Once you have a QuickPortal® account, you may revise your reservation at any time up to one hour prior to the time of the reservation. You may also call our reservation department at the phone number listed on your welcome e-mail.
How
do I mute myself as a participant (or individual mute)?
Press *6 to mute yourself and then press *6 again to un-mute yourself. This is a toggle on/off feature. You will hear a message stating that you are muted or unmuted.
Press *6 to mute yourself and then press *6 again to un-mute yourself. This is a toggle on/off feature. You will hear a message stating that you are muted or unmuted.
How
do I mute all participants in the conference as a
moderator (useful for presenting or asking questions in
a larger conference)?
Press 61# to mute all of the participants in the conference (this will leave the moderators un-muted and able to speak). Pres 62# to un-mute all of the participants in the conference.
Press 61# to mute all of the participants in the conference (this will leave the moderators un-muted and able to speak). Pres 62# to un-mute all of the participants in the conference.
How
can I securely lock the conference?
Press *7 to lock the conference (no others are allowed to join, including the operator). Note: the conference must be unlocked to secure assistance from a conference operator. Press *7 again to release the secure lock on the conference. This is a toggle on/off feature that will play a message when the conference is locked and unlocked.
Press *7 to lock the conference (no others are allowed to join, including the operator). Note: the conference must be unlocked to secure assistance from a conference operator. Press *7 again to release the secure lock on the conference. This is a toggle on/off feature that will play a message when the conference is locked and unlocked.
How
do I record my audio conference call?
Press *2 as a Moderator to start and stop the audio recording feature. Note: This will introduce a recording line to the conference that is billed at your conferencing rate.
Press *2 as a Moderator to start and stop the audio recording feature. Note: This will introduce a recording line to the conference that is billed at your conferencing rate.
How
do I access my audio recording?
The dial-in number included on your welcome e-mail will provide you with access to your audio recording. You simply dial the Toll-free number and enter the participant passcode for that account. If you have lost your number or need assistance please call us directly for assistance or via email.
The dial-in number included on your welcome e-mail will provide you with access to your audio recording. You simply dial the Toll-free number and enter the participant passcode for that account. If you have lost your number or need assistance please call us directly for assistance or via email.
Can
I extend the length of my call?
Yes, you may extend the length of your call for as long as you like if it is a reserved call based on port availability.
Yes, you may extend the length of your call for as long as you like if it is a reserved call based on port availability.
What
happens if my call doesn't last the entire time I've
scheduled it for?
You can end your call at any time without penalty.
You can end your call at any time without penalty.
What
are participants required to know in order to join a
conference?
It depends on the type of conference your participants need to join. Details for joining a conference are provided to the conference Moderator at the time a reservation is made, or when the Moderator signs up for the service. The Moderator is responsible for providing Participants with instructions, unless other arrangements are made. The requirements go upwards based on the security needs of the products purchased. The most secure product is based on DNIS + PIN + PASSWORD.
It depends on the type of conference your participants need to join. Details for joining a conference are provided to the conference Moderator at the time a reservation is made, or when the Moderator signs up for the service. The Moderator is responsible for providing Participants with instructions, unless other arrangements are made. The requirements go upwards based on the security needs of the products purchased. The most secure product is based on DNIS + PIN + PASSWORD.
Does
the Moderator need to be first on line?
By default, the conference will not begin until the Moderator joins. This is to assist in the prevention of fraud and to ensure that the account is only used by legitimate personnel. The participants will be on-hold until the Moderator joins. Note: All participants are actually in the conference, just muted until the Moderator joins, so billing charges do apply while they are waiting for the Moderator to join.
By default, the conference will not begin until the Moderator joins. This is to assist in the prevention of fraud and to ensure that the account is only used by legitimate personnel. The participants will be on-hold until the Moderator joins. Note: All participants are actually in the conference, just muted until the Moderator joins, so billing charges do apply while they are waiting for the Moderator to join.
How
does QuickPresenter® work?
Click here for information about QuickPresenter® or contact our Technical Support department.
Click here for information about QuickPresenter® or contact our Technical Support department.
What
if it says my passcode is invalid?
You may have entered it incorrectly, double check that you have the correct number and enter it again. After three attempts, the system will automatically route you to an operator for assistance.
You may have entered it incorrectly, double check that you have the correct number and enter it again. After three attempts, the system will automatically route you to an operator for assistance.
What
if I hear an echo or feedback on my call?
It may be a property of the actual telephone line. We recommend that you hang up and dial back into the conference. If you are still experiencing the same issue, please press *0 and report the issue to the operator. We will in turn investigate the issue.
It may be a property of the actual telephone line. We recommend that you hang up and dial back into the conference. If you are still experiencing the same issue, please press *0 and report the issue to the operator. We will in turn investigate the issue.
What
do I do if I am having trouble launching my
QuickPresenter® meeting?
Make sure that you have agreed to all of the security question windows that come up when launching the conference. If you have and are still experiencing difficulties, we employ a fully staffed technical assistance department for our Web conferencing services. Please call 1-877-GET-GAN1 (1-877-438-4261) for assistance.
Make sure that you have agreed to all of the security question windows that come up when launching the conference. If you have and are still experiencing difficulties, we employ a fully staffed technical assistance department for our Web conferencing services. Please call 1-877-GET-GAN1 (1-877-438-4261) for assistance.
I
cannot see my chat window or participant list in
QuickPresenter®. What is wrong?
The chat window and participant lists are separate windows and are possibly reduced or behind another window. Check first that your windows aren't minimized or hidden. If you still are having difficulties, try logging into the QuickPresenter® Conference again and if necessary, feel free to contact clientservices@ganconference.com or call 1-877-GET-GAN1 (1-877-438-4261) for further assistance.
The chat window and participant lists are separate windows and are possibly reduced or behind another window. Check first that your windows aren't minimized or hidden. If you still are having difficulties, try logging into the QuickPresenter® Conference again and if necessary, feel free to contact clientservices@ganconference.com or call 1-877-GET-GAN1 (1-877-438-4261) for further assistance.
What
do I do if I am having technical difficulties with
QuickPresenter® or any of your other Web products?
Great America Networks Conferencing LLC employs a fully staffed Web department that is available to assist you with Web conferencing. You may call them at 1-877-GET-GAN1 (1-877-438-4261) for assistance or email them at clientservices@ganconference.
Great America Networks Conferencing LLC employs a fully staffed Web department that is available to assist you with Web conferencing. You may call them at 1-877-GET-GAN1 (1-877-438-4261) for assistance or email them at clientservices@ganconference.
What
components are required for a Video Conference?
The minimum required components at each endpoint of a video conference are a microphone, a camera, a CODEC, a monitor, and a speaker.
The minimum required components at each endpoint of a video conference are a microphone, a camera, a CODEC, a monitor, and a speaker.
The camera and microphone capture the image and sound. The CODEC converts the video and audio into a digital signal, encodes it, and sends it out.
The CODEC at the other end decodes the signal and distributes the video and audio to the monitor and speaker. Top quality video conferencing systems can provide additional features which enhance the video meeting and system providers can help tailor-make the system for a particular meeting environment or purpose. All of this will be taken care of you by your conferencing specialist.
What
kind of network do I need for a Video Conference?
You can have a video conference on almost any type of digital network. ISDN is currently the most common network, however IP is quickly becoming widespread.
You can have a video conference on almost any type of digital network. ISDN is currently the most common network, however IP is quickly becoming widespread.
What
kind of audio and video quality will I receive?
As a general rule, the higher the bandwidth used to connect the systems, the better the audio and video quality. When you have a video meeting, the quality is just like broadcast TV. The people are easy to see and hear and the picture is sharp.
As a general rule, the higher the bandwidth used to connect the systems, the better the audio and video quality. When you have a video meeting, the quality is just like broadcast TV. The people are easy to see and hear and the picture is sharp.
Who
can I talk to using Rich Streaming Media?
You can use your video conferencing system to collaborate with anyone who has a standards-based video conferencing system or a telephone, including co-workers, employees, customers, and suppliers.
You can use your video conferencing system to collaborate with anyone who has a standards-based video conferencing system or a telephone, including co-workers, employees, customers, and suppliers.
Is
it safe to discuss confidential matters in a Rich Streaming Media call?
Videoconferences are encrypted and provide a high level of security. The encryption process occurs automatically at the start of a video conference without the caller having to make any adjustments to the system.
Videoconferences are encrypted and provide a high level of security. The encryption process occurs automatically at the start of a video conference without the caller having to make any adjustments to the system.
Can
I connect a PC to the video conferencing system?
You can connect a PC to a video conferencing system in order to share and show files from your PC to the other participants in the videoconference. To start information from a PC, your best conferencing solution may be web conferencing, please contact account services at 1-877-GET-GAN1 (1-877-438-4261) for more information.
You can connect a PC to a video conferencing system in order to share and show files from your PC to the other participants in the videoconference. To start information from a PC, your best conferencing solution may be web conferencing, please contact account services at 1-877-GET-GAN1 (1-877-438-4261) for more information.
Can
I connect several sites at the same time in a single
call?
Yes, connecting several sites at the same time is one of the greatest values in videoconferencing. Multi-point video conferencing involves the use of a bridge provided by Great America Networks Conferencing.
Yes, connecting several sites at the same time is one of the greatest values in videoconferencing. Multi-point video conferencing involves the use of a bridge provided by Great America Networks Conferencing.
Can
I see the presenter and presentation at the same time in
a video conferencing call?
The advantage of video conferencing compared to other forms of communications technology is that you can see the people to whom you are talking. You can view the presentation on one screen while the presenter is shown on the other screen. The presenter has control over the images being viewed.
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The advantage of video conferencing compared to other forms of communications technology is that you can see the people to whom you are talking. You can view the presentation on one screen while the presenter is shown on the other screen. The presenter has control over the images being viewed.
Billing Questions
How are Great America Networks Conferencing's services
charged?
Great America Networks
Conferencing works with each client to identify their
specific billing needs, to provide the best solution to
those needs, and to insure satisfaction with the billing
process. Billing is available monthly by an e-mail, or
online. You may also pay with a credit card. Call detail
is available by call type, sorted and sub-totaled by
moderator, department, and other fields. Great America
Networks Conferencing can provide cost center-type
billing. Moderators can input a P.O. Number (project
billing code) or other internal tracking number that can
appear on the invoice. QuickConnect® permits only
numeric codes, where QuickSchedule® and QuickAssist® can
have alphanumeric codes.
For your
convenience, Great America Networks Conferencing offers you
the ability to receive your invoices electronically. Your
e-invoice has the same formatting and information as a
printed invoice, and contains call detail, sub-totals,
pricing usage graphs and other important information. And
now it will be easier to manage, view, forward and file.
Other value added features of e-invoices include:
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Direct delivery to
billing contact responsible for the account
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Forward the invoice
via email to others who need to view/approve the
invoice
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Archive invoices
electronically to save office space and filing
time
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Eliminate lost
pages/misdirected mail
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Always have a copy
of your invoice at your fingertips
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View it in a
printer-friendly format if you need a hard copy
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Click here to view a
sample e-Bill
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Great America Networks Conferencing provides each client a variety of reporting tools from which to choose. The purpose of each report is to provide aggregated reporting on all of the client services and usage for consistency and accuracy between reports. For example, reports can provide trending information on several different aspects of the business such as revenue, conference usage, OTI tracking and more.
What
do the billing codes means?
Contact our Billing department for all billing inquires.
Contact our Billing department for all billing inquires.
Is
there a no-show fee?
For calls of 25 or more scheduled participants there is a $10 no-show fee for each unused line. However, there is a buffer of 10%. For example, if you scheduled a call for 100 participants but only 90 participants joined the conference, you will not be charged a no-show fee. For more information, contact your Great America Networks Conferencing, LLC Meeting Consultant or Customer Service. You may make changes up to 24 hours in advance of the scheduled start time without incurring a no-show charge.
For calls of 25 or more scheduled participants there is a $10 no-show fee for each unused line. However, there is a buffer of 10%. For example, if you scheduled a call for 100 participants but only 90 participants joined the conference, you will not be charged a no-show fee. For more information, contact your Great America Networks Conferencing, LLC Meeting Consultant or Customer Service. You may make changes up to 24 hours in advance of the scheduled start time without incurring a no-show charge.
On
my invoice, I've been charged for a "No Show" fee. What
is a "No Show" fee?
A "No Show" fee is incurred when the number of conference lines used is less than the number of lines reserved. For example, a client using only eight out of 10 lines reserved incurs a fee for two "no shows."
A "No Show" fee is incurred when the number of conference lines used is less than the number of lines reserved. For example, a client using only eight out of 10 lines reserved incurs a fee for two "no shows."
What
is a "Cancellation Charge"?
Cancellation charges only apply in instances where we receive cancellation notification less than 24 hours before the conference start time of your conference call. Please notify us as soon as you know you need to cancel or reschedule your conference.
Cancellation charges only apply in instances where we receive cancellation notification less than 24 hours before the conference start time of your conference call. Please notify us as soon as you know you need to cancel or reschedule your conference.
Is
there a cancellation fee?
No, there is no fee for calls that are cancelled 24 hours before the conference is scheduled to begin. However, calls that do not occur and have not been cancelled 24 hours in advance are charged a $10 cancellation fee.
No, there is no fee for calls that are cancelled 24 hours before the conference is scheduled to begin. However, calls that do not occur and have not been cancelled 24 hours in advance are charged a $10 cancellation fee.
About Your Invoice
One invoice is sent for each conference call. For information about special monthly billing arrangements, please call our Finance department at 1-877-GET-GAN1 (1-877-438-4261). Services occurring after your conference, such as QuickPlay replays or any Consulting Services, are invoiced separately.
One invoice is sent for each conference call. For information about special monthly billing arrangements, please call our Finance department at 1-877-GET-GAN1 (1-877-438-4261). Services occurring after your conference, such as QuickPlay replays or any Consulting Services, are invoiced separately.
How
are conference minutes calculated?
We begin charging when each person connects to the conference and stop when the last line is disconnected. All of the participants' conference minutes are added together for your total.
We begin charging when each person connects to the conference and stop when the last line is disconnected. All of the participants' conference minutes are added together for your total.
Can
I charge conferences to my credit card?
Yes. We accept VISA, MasterCard, American Express and Diners Club. We can charge your credit card for each conference you conduct or on a monthly basis. If you elect monthly credit card billing, you will receive a copy of each invoice for every conference conducted throughout the month along with your receipt.
Yes. We accept VISA, MasterCard, American Express and Diners Club. We can charge your credit card for each conference you conduct or on a monthly basis. If you elect monthly credit card billing, you will receive a copy of each invoice for every conference conducted throughout the month along with your receipt.
My
conference began at 9 a.m. Why does my invoice say 11
a.m.?
Although your conference began at 9 a.m. Pacific Time, all times displayed on your invoice are Central Time, the time zone of our billing center.
Return to topAlthough your conference began at 9 a.m. Pacific Time, all times displayed on your invoice are Central Time, the time zone of our billing center.