Call Center Services
Audio Conferencing Services
Audio Conferencing permits several parties at diverse locations
to be connected together for a conference call. One call, less time, increased
results, flexible scheduling!
Scheduling an Audio Conference Call:
Audio Conferencing services are available for Operator-Assisted and Meet-Me audio conference
calls. Audio Conference Calls can be scheduled through the Penn State Call Center
Audio Reservations Scheduler by phone 814-863-3410,
fax 814-865-1100, or e-mail to confid@mail.tns.its.psu.edu. Most reservations
are scheduled on a first-come, first-served basis.
Conferencing Services are available during the operating hours of the Call Center. Accommodations will try to be made for services needed outside the operating hours,
contact the scheduling office as soon as possible to request special arrangements.
A Three-Way conference call is a standard feature to University Park phones:
http://tns.its.psu.edu/services/VOICE/features.html#three
For conferences requiring more than 3 participants, an operator assisted conference call or a meet-me bridge conference call will be needed.
Operator-Assisted Conference Calls:
What is it?
Operator-Assisted Conference Calls are calls placed with the assistance of
the Penn State Call Center Operator via a Conference Bridge. The Conference
Bridge permits callers from several diverse locations to be connected together
for a conference call. The Conference Bridge contains electronics for amplifying
and balancing the conference call so everyone can hear each other and speak
to each other. The conference call's progress is monitored through the bridge
in order to produce a high quality voice conference and to maintain decent
quality as people enter or leave the conference. Operator-Assisted Conference
Calls can have up to 29 participants.
How does it work?
Reservations can be made using the Operator-Assisted Conference Call Reservation Form.
The name and telephone number of each participant must be given to the Conference
Scheduler at the time the reservation is made. At the scheduled time for the
conference call, the Operator will first call the Penn State originator (unless
otherwise requested) and then call each of the other participants. Each party
will be announced as they are connected to the conference call.
What does it cost?
A no fee Consulting Services
Request Form (CSR) is required to process all Operator-Assisted Conference
Calls. One CSR may be submitted
by the department for all Operator-Assisted calls to be made within a fiscal
year. During this time, you may call to make changes to scheduled calls or
reserve additional calls to be applied to that CSR at no additional
fee.
A Conference Bridge charge of $35.00 (also known as Conference Call Set Up
charge) and any long distance toll charges (at the discounted University Park
rate) will be applied for each Operator-Assisted Conference Call to the existing
CSR.
Meet-Me Conference Calls:
What is it?
A Meet-Me Conference Call is a call in which each party wishing to join the
conference simply dials a special "Meet-Me" Conference phone number,
which automatically connects them to the conference via a "Meet-Me Conference
Bridge."
Note: Meet-Me bridge sessions are only scheduled for the current semester
and next upcoming semester.
How does it work?
Reservations can be made using the Meet-Me Conference Call Reservation Form.
At a predetermined time, all participants will call a specific "Meet Me"
Conference phone number. The conference begins when the first two callers
are connected. The first caller (must be a University Park extension) will
hear continuous ringing until the second caller is connected; at no time
should a caller receive a busy signal - unless a participant has "locked"
his or her telephone line (see below). A tone is heard each time that a caller
is added to the conference. A conference number will be assigned to the originator.
It is the responsibility of the originator to inform all potential conferees
of the conference number, date, and time of the call.
After all scheduled conferees have joined the conference, the conference
call can be locked by any conference member to ensure privacy. Locking the
conference denies access to the conference bridge by any subsequent callers.
To LOCK the conference:
- Press the Switchhook on a single line dial set
- Press Transfer button on a Meridian Business set
- Press Tap/Flash on a single line touch-tine set
- Press Recall button on a Merlin set
Note: Use of the following features will result in locking other
callers from the conference call:
- Three-Way conference
- Transfer
The only way to deactivate the block is to have all conferees hang-up
and reconnect to the bridge number.
What does it cost?
No Charges will be applied for the use of a Meet-Me bridge. Any long distance
toll charges will be charged to the calling party.
Scheduling a Speakerphone:
What is it?
Speakerphones will support up to 20 participants in a typical conference
room of 30 feet in length. Speakerphones can be used separately or with a
handset phone attached. Polycom and Coherent Speakerphones are available to
use through the Call Center Services Office. These speakerphones can adjust
to analog or digital lines. Speakerphones are not available for VoIP systems.
How does it work?
Reservations can be made using the Speakerphone Reservation Form.
A speakerphone will allow answering and placing calls, muting and un-muting
the microphone for privacy, adjusting the loudspeaker level, and controlling
the pickup zone of the system to suit either a roomful of participants or
a single person. They also continuously monitor and adjust to changing room
acoustics silently during normal conversation use.
What does it cost?
No charges required. These are reserved on a first-come first-serve basis.
It is the responsibility of the requestor to arrange for pick-up and return
of the speakerphones.
How Are We Doing?
In order to ensure that we are providing the best possible Audio
Conferencing service, we'd like to ask you to take a moment to
complete the Audio Conferencing Evaluation
Form.
|
