PROBLEM: I am in a VC with a Desktop system and I can hear
them, but I can’t see them.
POSSIBLE RESOLUTION:
1.
Check that the lens cap is off (Tandberg Desktops) or open (Cisco Desktops).
PROBLEM: An Audio Port isn’t connected.
POSSIBLE RESOLUTIONS:
1.
The participant hasn’t dialled in. (If it is an Administration booking the participant is required to dial in. The
dial in number can be found on the Videoconference Notification.)
2.
The call wasn’t answered. (If the call isn’t answered at the time of dial out, the bridge will dial out twice more
then stop trying. If this happens you will need to contact Telstra iVision to have them reconnected. Please
advise your audio port participants to be at their phone on time if the bridge is scheduled to dial out.)
3.
The call was answered but they hung up. (If the VC has dialled in and the participant cannot hear anyone
on the other end, they should not hang up. If they do disconnect their audio port you will need to contact
Telstra iVision to have them reconnected.)
4.
The call goes to message bank. (If the call goes to the participant’s message bank the bridge won’t try to
dial out again as it believes the call has connected. It will stay connected until message bank is full and hangs
the call up. You will need to contact Telstra iVision to have the call reconnected.)
PROBLEM: My conference hasn’t connected.
POSSIBLE RESOLUTIONS:
1.
Has it been booked on TBA Online? (All conferences that have been booked will automatically connect. If
it has been booked but doesn’t connect contact Telstra iVision. If it hasn’t been booked contact your Site Co-
ordinator to make the booking.)
2.
Is it a back-to-back booking? (If you’re conference hasn’t started by 1 minute past the start time contact
Telstra iVision.)
3.
Is your system switched on? (If your VC system is turned off then your site will not be able to receive any
incoming calls. Also check that your monitors are turned on.)
PROBLEM: I’ve dropped out of my conference.
POSSIBLE RESOLUTIONS:
1.
Has the “This video system is currently scheduled for a meeting. Do you want to reconnect?” box
appeared on the screen? (If so, ensure that Yes is selected and press the Okay / Menu button on the
remote control. You will then be dialled back into your videoconference. This is also applicable for when you
accidentally disconnect yourself from a call. If it doesn’t appear contact Telstra iVision to be reconnected.)
Lens Cap
