7. Introduction to Web Conferencing and Remote Support
INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
User Guide
Introduction to Web Conferencing and Remote Support
Inter-Tel® Web Conferencing/Remote Support provides real-time communications and remote
control software to enable instantaneous, platform-independent, browser-to-browser Web con-
ferencing and help desk support solutions. The family of products includes Web Conferencing,
a Web-based, real-time conferencing and collaboration software tool and Remote Support, a
real-time server software tool that provides support professionals with an efficient way to man-
age and resolve online PC support requirements.
Welcome to your Web Conferencing/Remote Support Server where you can access tools such
as Web Conferencing and Remote Support.
• Web Conferencing is a solution that allows you to have large or small, public or pri-
vate online meetings where you can interact with meeting attendees through features
such as: desktop presentations and application sharing, video conferencing, user poll-
ing, keyboard chat, document management, co-browse, file transfer, and record play-
back
• Remote Support is a Web help desk tool that makes it easier for your clients to contact
available customer service, sales, and support personnel. Remote Support provides tools
such as desktop presentations, application sharing, remote control, system information,
system recovery, and video conferencing to help you assist customers and clients.
Web Conferencing and Remote Support are separate products that can be installed and
accessed through the same Web server.
Page 1
8. Introduction to Web Conferencing and Remote Support
INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
If you have a Web Conferencing/Remote Support ID and password, click
LOGON to access your Web Conferencing/Remote Support office where
you have additional options.
Without a Web Conferencing/Remote Support ID and password,
you can access Public Web Conferencing meetings, documents
or recordings through the Public Area.
Prior to connecting to a meeting, click TEST BROWSER, which
will run a system test that checks your browser configuration to
ensure you have everything needed to successfully connect to a Web Conferencing meeting or
Remote Support session. At the bottom of the menu area, you will find the current date and
time and the version number of the Web Conferencing and Remote Support software that is
running on the server.
CHANGES AND NEW FEATURES
This section defines the changes and new features for Inter-Tel Web Conferencing and Remote
Support v4.5.
• Added Audio (Voice Chat) and AVI Player
— Voice Chat indicator: The voice chat icon located in the attendee list will appear
green to all participants when someone is speaking.
• Added the Install Add-ons link to both the My Office and Public Area pages. From the
Install Add-ons page, all available downloads can be accessed.
— Added Desktop Installable Client: This new feature allows you to install the con-
trol panels for Web Conferencing and Remote Support locally on the host or
users’ computer. This new feature allows for faster and more stable connections.
— Outlook Form Template (OFT): Allows meetings to be created from within Out-
look.
• Removed Address Book Import button and replaced it with:
— OFT (see above)
— Mailto: This function allows the host to use its local e-mail program as the mail
client rather than using the Conferencing Server’s e-mail program. Refer to “Edit
My Profile” on page 10 for information on configuring this function.
• Added Two new tabs to the Public Area page for Remote Support.
— Agents: This tab displays all available agents
— Queue: This tab lists all queues.
Both of these tabs are available without having to log on. To join a Remote Sup-
port session, click the Queue tab and select the appropriate queue. This method
provides the quickest access to a session.
Page 2 Changes and New Features
9. Introduction to Web Conferencing and Remote Support
INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
• New Create Meeting Page
— The Create Meeting page now features a Meeting Details tab and an Options tab.
The Details tab allows the host to add a meeting, name, description, start time,
duration and a password. The Options tab allows the meeting host to add a file
attachment, reference a teleconference number and password, and enter e-mail
addresses for invitees. In addition, the Recurring Meeting option was added to the
Options tab.
— Registration meetings: Allows the host to require users to pre-register for a public
meeting.
— Recurring meetings: Allows you to create a series of meetings that occur on multi-
ple days. For example, you can create a weekly meeting that occurs every
Wednesday. A recurring meeting can be scheduled to end after a set number of
occurrences, or a specific end date.
Changes and New Features Page 3
10. Introduction to Web Conferencing and Remote Support
INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
• Improved Office Page layout:
— Action items (Join, Edit, Unscheduled) are now at the beginning of the line. Also,
the Join item is replaced with Register if the meeting host requires attendees to
register.
— Added Invite link: An Invite action item has been placed on the Hosts office page
next to the other meeting action items. When accessed, it loads the new Meeting
Details page that allows the host to invite participants to a meeting.
• Keyboard Chat: Private messages now show the sender's name within double chevrons.
• Keyboard Chat activity indicator: The keyboard chat icon located in the attendee list
will appear green to all participants when someone is typing.
• Added Join By Meeting Number link on the Office and Public Pages. Clicking this link
allows you to join a Web Conferencing meeting by entering a meeting session number.
• Enhanced video conferencing: The Video Conferencing control by default, will not
show through the viewport to the client viewer window. This alleviates confusion
caused by the client seeing video through the viewer and through their own video con-
ferencing control.
• Added a snapshot function to video conferencing. To take a snapshot, click the camera
icon near the top of the video conferencing window.
• Added New Keystroke Function: Added Support for CTRL + a numeric key (0-9) com-
binations in remote control.
• Enhanced the Remote Support Reports: The reports will now display more descriptive
information on how a call was answered, or why it was dropped. Added an option to
hide calls that were unanswered.
• New buttons at the bottom of the Test Browser page
— TROUBLESHOOTING GUIDE: Clicking this button opens a guide that lists the
most common problems along with the solutions to the problems,
— INSTALL ADD-ONS: Clicking this button opens a Web page that provides installs
for the Inter-Tel Collaboration Client and other client add-ons. Installing the Inter-
Tel Collaboration Client installs all necessary software such as Java and enables
you to quickly join a meeting. In addition, as long as the Web Conferencing server
is running, the client aids in helping you to pass the browser test.
Page 4 Changes and New Features
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INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
HARDWARE AND SOFTWARE REQUIREMENTS
Table 1. Web Conferencing Host and User Hardware and Software Requirements
COMPONENT WEB CONFERENCING HOST WEB CONFERENCING USER
Operating systems that Windows® 98, Windows ME, Windows Windows 95, Windows 98, Windows
can run a Web Confer- 2000, Windows XP or Windows 2003 ME, Windows 2000, Windows XP, or
encing Host or User ses- Windows 2003
sion
Compatible browser Internet Explorer 5.5 or later, Mozilla®, Internet Explorer 5.5 or later, Mozilla,
Firefox® Firefox
MVM (Microsoft Java Vir- Available at: Available at: http://www.linktivity.com/
tual Machine) 5.x or later http://www.linktivity.com/getjava.asp getjava.asp
(preferred) It is required for the Web Conferencing
OR, Host. Java is strongly recommended for maxi-
Sun™ Java™ 1.4 or later mum features.
Connection Type 56 Kbps with 40 Kbps connectivity, broad- 56 Kbps with 40 Kbps connectivity,
band, DSL, cable, T1 or higher broadband, DSL, cable, T1 or higher
Table 2. Remote Support Hardware and Software Requirements
COMPONENT REMOTE SUPPORT
Operating systems that Windows 95, Windows 98, Windows ME, Windows 2000, Windows XP, or Windows
can run a Remote Sup- 2003
port Host or User session
Compatible browser Internet Explorer 5.5 or later, Mozilla or Firefox
Microsoft Java Virtual Available at: http://www.linktivity.com/getjava.asp
Machine (MVM) 5.x or
later (preferred)
OR,
Sun Java 1.4 or later
Connection Type 56 Kbps with 40 Kbps connectivity, broadband, DSL, cable, T1 or higher
Hardware and Software Requirements Page 5
12. Introduction to Web Conferencing and Remote Support
INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
USING THE INTERFACE
LOGON
The Logon window is where registered users enter their Web Conferencing/Remote Support ID
and password to access the Collaboration Office page. To automatically load your password
when you enter your ID to log on, select the Save Password check box. To remove your Save
Password selection, click CLEAR PASSWORD.
If you forget your password, click Forgot your ID or Password?. This opens a dialog box
where you can request an ID and password reminder that will be sent to your e-mail address.
To have your Web Conferencing/Remote Support ID and password e-mailed to you, enter your
e-mail address, and then click RECOVER.
NOTE: The e-mail address you enter must be the same e-mail address you entered for your
ID.
Page 6 Using the Interface
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INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
TEST BROWSER
Prior to entering a Web Conferencing meeting or Remote Support session, a “Test Browser”
automatically checks your machine to verify that you have everything you need to successfully
join.
After the test has been run, the test result page appears. If the test was successful, continue to
your meeting.
Test Browser Page 7
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INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
If the test is not successful, the test result page displays the problem that was found.
Position the cursor over the error or warning shown at the left, and the Web Confer-
encing/Remote Support Server provides additional information and details to opti-
mize your collaboration experience. To e-mail the test results to your system administrator,
Web Conferencing/Remote Support Technical Support, or to yourself, click E-MAIL RESULTS.
Click the TROUBLESHOOT button to open a Web page that list common connection problems
and solutions. Click INSTALL ADD-ONS to open a Web page that offers the Inter-Tel Collabo-
ration Client and other tools. Installing the Inter-Tel Collaboration Client pre-installs all
required components for Web Conferencing and Remote Support sessions for optimal perfor-
mance. Without the Inter-Tel Collaboration Client, attendees will need to pass a browser test
prior to joining a session.
Page 8 Test Browser
15. Introduction to Web Conferencing and Remote Support
INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
MY OFFICE
After you log in to the Web Conferencing/Remote Support Server, you are presented with your
Office page. Your office page lists all the Web Conferencing meetings on this server that you
are authorized to attend, such as any Web Conferencing public meetings or private meetings
that you have been invited to attend. You can view the schedule by day, week, month, or all.
To return to your office at any time, click the MY OFFICE on the main menu.
If you log in as an administrator or as
superadmin, you will have access to
the Administration Configuration pag-
es; otherwise, the ADMINISTRATION
button will not be displayed.
Based upon which products are in-
stalled and your user privileges, the
server will display the buttons for the
Web Conferencing and/or Remote Sup-
port features.
My Office Page 9
16. Introduction to Web Conferencing and Remote Support
INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
Edit My Profile
The Edit User page allows you to change account information such as password, name, e-mail
address, and other user information. Required fields are indicated in red, as shown below.
There are two options for E-mail Delivery: Conferencing Server (default) and User’s E-mail
Client.
Reasons to select the Conferencing Server option:
• If the user has only Web-based mail. For example, if the user does not have Microsoft
Outlook, EUDORA® or another e-mail program that will work with the Mailto function
(Yahoo!®, Gmail, etc. will not work with the Mailto function). The Mailto function
operates by opening a new message window when you click on an e-mail address link.
The e-mail address appears in the “To” field.
• If the user chooses to use the default meeting e-mail notification and prefers to allow
the conferencing server to handle the e-mails.
The User’s Email Client option allows a user to choose to use their own e-mail server to send
out Web Conferencing meeting notifications. If the user wants to use their own mail server
rather than the Conferencing server, they need to verify whether their current mail server can
use the Mailto function.
To verify whether a mail server can use Mailto:
1. Go to www.inter-tel.com.
2. At the bottom of the page, click the Contact Us link.
3. On the Web page that appears, click any e-mail link. If a mail server client appears, then
User’s E-mail Client can be used. Otherwise, if a mail server client does not appear,
then the Conferencing Server option is the only option that will work.
NOTE: If your user ID profile was set up with User's Email Client selected instead of Confer-
encing Server (the mail client that was included with Web Conferencing), you will have to manu-
ally create and send meeting cancellation notices. If your account was set up to use the mail
client that was included with Inter-Tel Web Conferencing Server, the Meeting Cancellation e-
mail will automatically be sent.
Page 10 Edit My Profile
17. Introduction to Web Conferencing and Remote Support
INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
My Reports
The My Reports page allows you to run reports by the day, week, month or date ranges on Web
Conferencing meetings and Remote Support sessions.
• Customer Statistics: Shows the “Average Wait'” time for a customer to be handled,
before they send an e-mail, or before they abandon their request.
• Rep Statistics: Shows the average session length, number of sessions per day, and the
queues for each agent or representative.
• Customer Activity: Shows the total number of inbound requests canceled, e-mailed,
abandoned, and handled for the date or date range requested.
• Representative Activity: Shows the time available, time in sessions and total number
of meetings for each agent or representative.
• Remote Support Inbound Request: Shows the name, e-mail, address, phone number,
and question for customers requesting a Remote Support session.
• Unanswered Request: Shows the name, e-mail address, phone number and question
for customers who did not enter into a Remote Support session.
• Session Activity: Shows the total number of meetings and participants for the
requested date or date range.
• User Activity: Arranged by user, shows the meeting number, meeting name, start time,
end time, duration and number of participants for the date or date range.
• Meeting Registrations: If you create a meeting that requires the participants to register,
this report shows who has registered to attend your meeting(s).
My Reports Page 11
18. Introduction to Web Conferencing and Remote Support
INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
PUBLIC AREA
The Public Meetings page is where anyone who is given the Web address of your Web Confer-
encing/Remote Support Server can access shared documents, recordings, or public meetings.
The Queue tab is present only if Remote Support is installed on the server machine.
To change the current time zone or to have meetings appear with the time in your time zone,
select your time zone from the drop-down menu.
Other documents, recordings, and meetings that are not publicly shared can only be accessed
after you are logged in or if a presenter grants access.
The first time you click View Public Documents, the Web Conferencing/Remote Support
Server runs a browser test to verify that you have everything you need to view the public docu-
ments
To access a Web page where you can launch the Document
Manager and read an explanation on how to use it, click
View Public Documents.
To access and play public recordings, click View Public
Recordings.
Click Install Add-ons to find and install the following
tools: Inter-Tel Collaboration Client, Inter-Tel Collabora-
tion Player, Inter-Tel Toolbar Plug-ins and the Microsoft
Outlook® Conferencing Form.
Inter-Tel Collaboration Player - A stand-alone utility that enables Host and Attendees to
asynchronously watch recorded Web Conferencing and Remote Support sessions without the
requirement of a live internet connection (offline).
Page 12 Public Area
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INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
Inter-Tel Collaboration Client - Host and Attendees should install the Inter-Tel Collaboration
Client for optimal performance. Installing the Collaboration Client pre-installs all required
components for Web Conferencing and Remote Support sessions. Without this, Attendees will
need to pass a Browser Test prior to joining a session.
Microsoft Outlook® Conferencing Form - This is an Inter-Tel form that can be added to
Microsoft Outlook. Once installed, this form allows the Host to create and schedule Web Con-
ferencing meetings directly from the Microsoft Outlook Calendar. With this option, the Host
can preview Attendee availability prior to sending invitations.
Public Recordings
The Public Recordings page lists all the posted recordings that are made available to the pub-
lic. To play a recording, double-click the description line for the recording.
Public Documents
When you click View Public Documents, the Document Management page explains how to
use the Document Manager. To access the Documents Manager, click LAUNCH DOCUMENT
MANAGER.
Document Manager allows you to transfer to, and retrieve files from, the Web Conferencing/
Remote Support server. In the left window, Document Manager shows your local drive and on
the right side, the folder(s) and file(s) to which you have access.
NOTE: Anyone who accesses Public Documents through the Public Area (without logging in)
will have read-only access to documents.
Public Recordings Page 13
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INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
To copy files to or from the Web Conferencing/Remote Support Server to your local drive,
select the file or folder and then click or to move it to the chosen location.
Installing Inter-Tel Toolbar Plug-ins
Depending on the user type for your User ID, you can install Inter-Tel Toolbar Plug-ins to cre-
ate shortcuts for Collaboration components, as shown in the table below.
USER TYPE
DESKTOP
SHORTCUT
QUEUE QUEUE
CREATED ADMINISTRATOR USER
ADMIN USER
Collaboration Office yes yes yes yes
Web Conferencing yes yes no no
Remote Support yes no yes yes
A User ID can be multiple user types (administrator, user, queue admin, and/or queue user). If
any of the user types selected for the User ID allows a shortcut type, then the launcher installa-
tion creates the corresponding shortcut. For example, if a User ID’s type is defined as user and
queue user, shortcuts will be created for Collaboration Office and Web Conferencing.
Start menu options are also installed for the shortcuts shown in the table above, plus a Settings
menu option. See page 17 for details on using the Settings option.
If you have CallViewer/Callview Pro installed on your computer, the installation also creates a
user button on CallViewer/Callview Pro you can use to launch a Remote Support session.
NOTE: You must be running a full license of CallViewer/Callview Pro (not Connection Assis-
tant/Callview Go/Callview Express) to use the installed launcher button.
Page 14 Installing Inter-Tel Toolbar Plug-ins
21. Introduction to Web Conferencing and Remote Support
INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
To install Inter-Tel Toolbar Plug-ins:
1. While on your office page, click the Install Add-ons link, as
shown to the right.
2. While on the Install Add-ons page, click Inter-Tel Toolbar
Plug-ins.
3. Click the INSTALL button.
4. At the Authenticity Verified screen, click Next.
5. At the Welcome screen, click Next.
Installing Inter-Tel Toolbar Plug-ins Page 15
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INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
6. If you accept the license terms, select I accept the terms of the license agreement and
then click Next. If you do not accept the license terms, click Cancel to end the installa-
tion.
7. Choose a setup type from the following:
• Complete: Installs all launcher desktop shortcuts, and buttons to Microsoft®
Internet Explorer, Word®, PowerPoint®, Excel®, Outlook®, and CallViewer.
• Custom: Installs any or all of the following options:
– CallViewer Add-in: Adds a Remote Support launch button to the CallViewer/
Callview Pro. (See note about licensing on page 14.)
– Internet Explorer Add-in: Adds a launch button to Internet Explorer’s tool-
bar.
– MS Office and Outlook Add-in: Adds a launch button to Word, PowerPoint,
Excel, and Outlook.
8. Click Next.
9. Click Install to begin the installation or Cancel to exit without installing.
10. Click Finish.
Using Inter-Tel Toolbar Plug-ins
When you double-click a launcher, it opens a logon dialog box, as shown in the example
below.
• To enter your user ID and password each time you use the launcher, type your User ID
and Password (but do not select Save Password), and then click LOGON.
• To skip the logon screen each time you use the launcher, type your User ID and Pass-
word, select Save Password, and then click LOGON.
• To change the server setting, click the SETTINGS button, and then type the Server
address, User ID, and Password, click SAVE, and then click LOGON.
Page 16 Using Inter-Tel Toolbar Plug-ins
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INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
If you previously selected the Save Password option and later change your password using
the Edit My Profile option on your Office page, you will need to update the shortcut using the
following steps.
To change your password on the Inter-Tel Toolbar Plug-in:
1. From the Start menu, select Programs - Inter-Tel Collaboration - Settings. The settings
screen appears as shown below.
2. Check Clear Settings, and then click SAVE. The Logon screen appears.
3. Type your User ID and current Password, and then click LOGON.
After you log on using the shortcut, the destination for each Inter-Tel Toolbar Plug-in or Start
menu shortcut is as follows:
• Collaboration Office: Opens your office page. If you log on as the administrator or
superadmin, you will have access to administration options.
• Web Conferencing: Opens a Web Conferencing host console, ready for you to invite
meeting participants. The main Collaboration browser page does not open with this
launcher.
• Remote Support: Opens a Remote Support console, ready for you to invite a partici-
pant or accept a queue request. The main Collaboration browser page does not open
with this launcher.
• Settings (found on the Start menu): Allows you to update your user ID, password, or
server setting for the shortcuts described above.
Using Inter-Tel Toolbar Plug-ins Page 17
24. Introduction to Web Conferencing and Remote Support
INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
Using the Microsoft Outlook® Conferencing Form
To install the Microsoft Outlook® Conferencing Form:
1. While in your office page, click the Install Add-ons link, as
shown to the right.
2. While in the Install Add-ons page, click the
Microsoft Outlook® Conferencing Form icon.
3. Click the INSTALL button and follow the instruc-
tions.
Before installing the Microsoft Outlook Conferencing Form, if you haven’t installed
any other forms, you will see two tabs. Once the Conferencing Form is installed you
will see a Collaboration Integration tab.
Before
After
To schedule a Web Conferencing meeting using the Microsoft Outlook Conferencing
Form:
1. Click the Appointment tab. Select the Start time and End time before going on to the
Collaboration Integration tab. All other fields are for notation in Outlook; you can fill
them in but they are optional in creating a Web Conferencing meeting.
Page 18 Using the Microsoft Outlook® Conferencing Form
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INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
2. Click the Collaboration Integration tab. Clicking Edit Server lets you change the Server
and Portal. In most cases they won’t need to be changed; however, if you are uncertain
of the Portal then contact your Collaboration Server administrator.
You can now enter meeting information such as Session Password, Teleconference
Number, Teleconference Password and Description in either the Outlook fields on the
top before you connect to the Collaboration Server, or in the Web Conferencing Meet-
ing and Options tab pages as described in step 5.
3. Click the Connect button.
4. Enter the User ID and Password and click LOGON to log onto your Web Conferencing
server.
Using the Microsoft Outlook® Conferencing Form Page 19
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INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
5. The Create Meeting page appears with any information you may have entered during
step 2. The only required field is the Meeting Name. In the example below, you see
fewer options in the Create Meeting area since this information was already entered.
This second example shows how the page appears if you had not entered the optional
information as described in step 2. There are more options in the Create Meeting area
since this information was not already entered. This additional information is optional.
Click SCHEDULE to continue.
NOTE: There are additional Web Conferencing options the Meeting Details and the Options
tabbed pages. Refer to “Meeting Basics” on page 24 for more details on Web Conferencing
meeting options
Page 20 Using the Microsoft Outlook® Conferencing Form
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INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
6. Verify the meeting information. If correct, click the Create button to enter the meeting
into the Web Conferencing database.
7. After you create the meeting you’ll return to the Collaboration Integration page.
Using the Microsoft Outlook® Conferencing Form Page 21
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INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
8. To see whether the Web Conferencing meeting was successfully created, click the
Appointment tab to display meeting information. This is the same information that is
sent in meeting invitations.
9. You can then invite people to your Web Conference using your Outlook calender. Refer
to your Microsoft Outlook help for details on using Outlook.
Page 22 Using the Microsoft Outlook® Conferencing Form
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INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
10. The Web Conferencing scheduled meeting appears in the Outlook calender. The title
seen here is the optional Subject that you would have entered in step 1.
Using the Microsoft Outlook® Conferencing Form Page 23
30. Web Conferencing
INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
Web Conferencing
MEETING BASICS
JOINING A PUBLIC WEB CONFERENCING MEETING
Registered Inter-Tel Web Conferencing users have the ability to create both public and private
collaboration meetings. Non-registered users may join through the Web Conferencing/Remote
Support “Public Area.” To connect to a current public Web Conferencing meeting, click
PUBLIC AREA.
After the Public Meetings page appears, click Join By Meeting Number or the meeting action
(Join or Register) to enter the selected meeting.
You will be prompted to enter a name to join the meeting. This is the name that will appear in
the Attendee List.
Page 24 Joining a Public Web Conferencing Meeting
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INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
If this is your first time joining a Web Conferencing meeting, the Web Conferencing/Remote
Support Server runs a browser test to ensure that your system is optimized for maximum meet-
ing features. All Web Conferencing/Remote Support content is safe and distributed through
Digital Certificates. When presented with the security screen, click Yes to run the browser test.
When you pass the browser test, you will be permitted to enter the meeting.
Using the Client Console
The Client Console appears on the desktop for Web Conferencing users who successfully con-
nect to a Web Conferencing meeting, as shown below.
Click for Help
Keyboard chat messages are displayed
here
Click to save keyboard chat to a local file
Type keyboard chat messages here
Check to send a private message to
selected attendees.
Attendee information appears here
Click to send a No response
Click to send a Yes response
Click for a comment or question
Using the Client Console Page 25
32. Web Conferencing
INTER-TEL® WEB CONFERENCING/REMOTE SUPPORT USER GUIDE – Issue 4.5, June 2006
If the client selected No when presented with the Security screen, the HTML client interface
may look different.
To undock the keyboard chat or attendee list dialog boxes from your client console, right-click
in the white space and select Undock. Once undocked, the window can be resized by dragging
a corner of the Keyboard Chat or Attendee List dialog box with your cursor.
To put your Keyboard Chat or Attendee List window back into the client console, right-click in
the white space and select Dock from the drop-down menu, or click on the control.
CREATING A MEETING AS A HOST
After you log in to the Web Conferencing/Remote Support server, you are presented with your
Office page. To return to your office page at any time, click MY OFFICE on the left menu.
Your office lists all the Web Conferencing meetings on this server that you are authorized to
attend, such as any Web Conferencing public meetings or private meetings that you have been
invited to attend.
From your office you can view or edit your Address Book. An address book is useful when
you would like to invite people to your private Web Conferencing meeting or tell specific users
about an upcoming public meeting.
To create a meeting, click CREATE MEETING on the left, under
Web Conferencing. The Create Meeting page has two tabbed
page sections, Meeting Details and Options where choices on the Options page is optional. The
Create Meeting page appears; see the following sections for complete details on creating a
meeting.
Meeting Details
In the Meeting Details section, complete the following information:
• Meeting Name: Type a name that will help attendees identify the event.
• Type: Select the type of meeting. A public meeting allows any user to attend. Registra-
tion meetings require participants to fill out an online registration form before they can
enter a meeting.
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• Description: Enter information about the meeting.
• Date: Click the calendar icon to open the calendar. On the calendar, click on the date.
Click and to scroll to other months.
NOTE: Web Conferencing will not allow you to schedule a meeting on a date and time
that has already passed.
• Time: If you select “all day event,” your meeting will run all day from the start date
you enter. You also have the option to enter a specific meeting start time, duration infor-
mation, and restrict participants from joining the meeting prior to the scheduled start
times.
• Duration: Length of time of the meeting.
• Allow users to join: Choose an option to set the time when participants can join the
meeting. The choices are Any Time (default), 0, 15, 30, or 45 minutes before the meet-
ing starts.
You can set additional meeting options on the Options page. Click SCHEDULE to send your
meeting information to the Web Conferencing database and send e-mail invitations to
attendees.
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• Attendee List: Create the attendee list using one of the following methods:
— Type the e-mail address for each attendee on a separate line, pressing ENTER after
each entry.
— If the attendee e-mail address is contained in your
contact list, click ADDRESS BOOK, add a check
mark for each person you are inviting, and then click INVITE.
— When the meeting is scheduled or started now, e-mail invitations of your meeting
will be sent to you and anyone else who is listed in the Attendee List. Attendees
join the meeting through a link included in the e-mail invitation.
• Password: You can add additional meeting security by setting a meeting password to
restrict access to your meeting to only those who know the password. To set a password
for your meeting, type the password in the text box. The password is encoded. Because
the e-mail invitations are not secure, the host must communicate the password through
another means (separate e-mail, call etc.).
• Attachment: The attachment option allows you to add a file to the invitation sent to
everyone on the Attendee List. To add an attachment, type the path and filename in the
text box or click Browse to locate the file. The maximum size for the attached file is
200K.
• Teleconference Number: You can verbally communicate during your Web Conferenc-
ing meeting through a conference call. The attendees can see your meeting on their PCs
and all verbal communication is by phone. To include this information in the e-mail
meeting notification, type the phone number for the call and the password in the text
boxes provided.
• Teleconference Password: The password you must enter to connect to the Teleconfer-
ence.
• Recurring Meeting: Option to create a meeting that reoccurs.
While in a meeting, at any time, you can click the door icon ( ) in the host attendee list of
the Web Conferencing meeting interface to prevent additional participants from joining. The
icon will change to a closed door ( ) to indicate the meeting is locked. Clicking on the closed
door icon changes the display to the open door icon, indicating additional participants may
join.
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CANCELING A MEETING
To cancel a meeting:
1. Open your office and click Edit next to the meeting you want to cancel
2. Click the CANCEL MEETING button located at the bottom of the Create Meeting page.
3. Click OK if you want to cancel the meeting. Clicking CANCEL will keep the meeting.
NOTE: If your user ID profile was set up with User's Email Client selected instead of Con-
ferencing Server (the mail client that was included with Web Conferencing), you will have to
manually create and send meeting cancellation notices. If your account was set up to use the
mail client that was included with Inter-Tel® Web Conferencing Server, the Meeting Cancellation
e-mail will automatically be sent.
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MEETING SECURITY
The Web Conferencing product has been designed with four levels of meeting and Web Server
security:
• Meeting Password – This option can be set when a user creates or schedules a
meeting.
• Public and Private Meetings – A user has be ability to create either public accessible
or private (e-mail invite) meetings.
• SSL Web Server – Both the Web Conferencing and Remote Support server can operate
on a secure SSL Web server. When running Web Conferencing and/or Remote Support
on an SSL server, the user interface uses the HTTPS (SSL) protocol (instead of HTTP).
Examples of the user interface would be the host or client consoles, Office page, Logon
page, etc.
• Dynamic 128-bit data encryption during a meeting – Any meeting created with a
password is automatically encrypted. If you create a meeting without a password, the
host can turn on encryption by using the Lock button ( ) in the attendee list.
INTRODUCTION TO THE WEB CONFERENCING HOST CONSOLE
The host console consists of three parts: the host controls, the attendee list on the Host tab, and
keyboard chat on the Chat tab.
Host Controls
Attendee List
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Click for Help
Click to invite participants
Keyboard chat messages are
displayed here
Click to save chat text
Keyboard chat entry area
Check to send a private message
to selected attendees
Attendee information appears
here
Host controls
To separate the keyboard chat from the host console, right-click in the keyboard chat white
space and select Undock from the drop-down menu. After it is undocked, you can resize your
keyboard chat window by dragging a corner with your mouse. To return keyboard chat to the
host console, right-click in the keyboard chat white space and select Dock from the drop-down
menu.
To separate the Attendee List from the host console, right-click in the Attendee List white
space and select Undock from the drop-down menu. After it is undocked, you can resize your
Attendee List by dragging a corner with your mouse. To return the Attendee List to the host
console, right-click in Attendee List chat white space and select Dock from the drop-down
menu.
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HOST CONTROLS
The buttons at the top of the Host Console can be used to start any of the Web Conferencing
controls (Desktop Sharing, Application Sharing, Co-browse, Record/Playback, File Broadcast,
Broadcast Video, Document Management, or User Polling).
Desktop Sharing
User Polling
Application Sharing Voice
Document Manager
Co-browse Video
Record/Playback File Transfer
KEYBOARD CHAT
To undock the keyboard chat or attendee list dialog boxes from your client console, right-click
in the white space and select Undock. After it is undocked, the window can be resized by drag-
ging a corner of the keyboard chat or attendee list dialog box with your cursor. To return your
keyboard chat or attendee list window to the client console, right-click in the white space and
select Dock from the drop-down menu.
Phrases.txt is a file into which you
can store your most commonly used
phrases. This file can either be
edited with your Keyboard Chat
or with any text editor. The file is
located in your temp directory. To
find out where your temp directory is
located, click Test Browser.
To use the Phrases.txt file, click on
the phrase you need. It is then loaded
into your Keyboard Chat message
area.
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ATTENDEE LIST
This example of the attendee list shows one person logged into this meeting with the meeting
host. The attendee list shows all participants attending the meeting. You will not see your own
ID in your attendee list, however, your ID will be listed in everyone else’s list. The icons that
appear next to the user ID indicate what controls (remote control, keyboard chat, or video) are
available to that user.
This person’s
hand is raised.
Enable/Disable 128-bit encryption
Lock/Unlock session
Toggle selected user video
Toggle selected user audio
Toggle selected user whiteboard control
Toggle selected user remote control
Acknowledge selected users
The buttons below the attendee list only appear on the host console. They provide a fast way
for the host to enable or disable the attendee’s access to Web Conferencing controls such as
video, whiteboard tools, or remote control.
If the user has a flag next to their ID it means they have their “hand raised.” Click the red flag
button to remove the flag icon to acknowledge them.
Use the door button ( ) to lock the session so that no more people can join the meeting. To
open a locked meeting, click the closed door button ( ).
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HOST CONTROLS
Using the Viewport
1. To open your Desktop Sharing feature, click the button in your host console.
At the bottom right corner of your HOST Viewport, you will see the following View-
port controls, as described in Table 3.
Table 3. Viewport Icons
ICON MEANING/USE
Move Viewport - With this tool, you can click and drag your Viewport anywhere
on your desktop.
Pause - Click this button to pause the Viewport broadcast. After the Viewport is
paused, this button changes to . Click this button to continue the Viewport
broadcast.
Draw Mode - Click this button to set your Web Conferencing desktop to draw
mode, which allows you to draw with a pen. After the pen mode is enabled, this
button changes to , which starts cursor mode. Click this button to change the
Viewport back to cursor mode.
Hide Transparency - You cannot select an item that is covered with a drawing.
To click on an item that is hidden under a drawing, select hide transparency.
Once the item is visible, it can be selected.
Show Transparency Tools - Click this button to see drawing options such as
Font, Line Thickness, Square, Circle, Cut/Move, or Color Selector.
Hide Desktop Icons - Click this button to hide all the desktop icons. Click again
to show the icons.
Viewport Snapshot - Click this button to save an image of what currently
appears on your Viewport. It saves the bitmap on your hard drive. The first time
you click Viewport Snapshot, a browse window appears for you to choose the
directory where you want your snapshots stored. If you want to change the snap-
shot directory later, open transparency tools and click Options. From the menu,
select Set Snapshot Dir.
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Table 3. Viewport Icons (Continued)
ICON MEANING/USE
Erase Transparency - Click this button to clear everything you have drawn or
written on your transparency. After it is erased, you cannot bring it back to your
drawing.
Size - Shows current Viewport size in pixels.
Close - Click this button to close the Viewport.
To see other Viewport transparency options, right-click the icon on your
start bar to open a menu that offers screen options such as Full-screen, Restore Viewport and
Standard Sizes (800x600, 640x480, and 320x240). The menu also contains transparency
options such as Hide Transparency, Erase Transparency, and Transparency Tools.
To select the number of colors (256, High Color, True Color) that your Viewport transmits,
right-click the Viewport icon, select Color Settings, and then select 256 Colors, High Color
(16 bit) or True Color (24 bit). From the Viewport menu you can also select the Standard Sizes
of your Viewport (800x600, 640x480, and 320x240).
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Transparency Tools
When you click the icon in your Viewport control panel, the Transparency Tools window
appears, as shown below.
Your Web Conferencing desktop has two modes, cursor mode and draw mode.
• When your Web Conferencing desktop is in cursor mode, you can use your cursor to
click on objects in your screen. The cursor mode is the default.
• When your Web Conferencing desktop is in draw mode, the cursor becomes one of
many drawing tool cursors that allow you to draw, annotate, or write on your Web Con-
ferencing transparency.
You can think of the Web Conferencing transparency as a clear slate over your screen, on
which you can temporarily draw, and add notations or text.
To see other transparency options, right-click on your start bar to display a
menu that offers options such as Hide Transparency, Erase Transparency or Transparency
Tools.
Table 4. Web Conferencing Transparency Icons
ICON MEANING/USE
Cursor Mode - Click this button to set your Web Conferencing desktop to cursor
mode.
Draw Mode - Click this button to set your Web Conferencing desktop to draw
mode. Clicking any drawing tool on your Transparency Tools set will switch your
Web Conferencing desktop to draw mode.
After you end the Web Conferencing session, your drawings or notations disap-
pear. If you want to save what you see on your screen, press the print screen
button on your keyboard and then open Paint, paste and save it as a bitmap
image of the screen.
A right-click in the Viewport will return you to cursor mode.
Hide Transparency - Select Hide Transparency to temporarily hide everything
that you have drawn or written on your transparency so that you can bring your
drawing back later.
Erase Transparency - Click this button to clear everything you have drawn or
written on your transparency. After it is erased, you cannot bring it back to your
drawing.
Rectangle Tool - Click this button and then click the point on your desktop where
you would like to start your rectangle, and then drag the cursor diagonally to the
location where you want to place the opposite corner of your rectangle.
Ellipse Tool - Click this button and then click the point on your desktop where
you would like to start your ellipse, and then drag the cursor to set the desired
size of your ellipse.
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Table 4. Web Conferencing Transparency Icons (Continued)
ICON MEANING/USE
Eraser Tool - Click and drag the tool to remove parts of a drawing.
Cut Tool - After you click the cut tool and the cross hairs appear, move the cut
tool cross hairs to a point where you would like to start your cut box. Press and
hold your mouse button down as you drag the cursor diagonally until the cut area
covers what you want to capture in your drawing. Once captured, you can delete
the cut box with all its contents using your Delete key. You can also move your
cut box along with its contents by moving the cut cursor over your cut area and
after you see the cross hair cursor become a cross hair cursor with arrows, hold
your mouse button down and drag your cut box to the desired location.
Text Tool - Adds text to your transparency. To move the ellipse, click on the edge
of the ellipse and, when cross hairs appear, hold the mouse button down and
drag the text box to the desired spot on your desktop. After you click outside the
text box, your text is set on your transparency. After the text is set, you can only
move the text with the cut tool.
Notation Tool - Click this button and click at a point of interest on your screen.
Each time you click, the number that appears with the arrow increments by one.
Viewport Snapshot - Click this button to save a bitmap image of what currently
appears on your Viewport. It saves the bitmap on your hard drive.
Hide Transparency - You cannot select an item that is covered with a drawing.
To click on an item that is hidden under a drawing, select hide transparency.
Once the item is visible, it can be selected.
Erase Transparency - Click this button to clear everything you have drawn or
written on your transparency. After it is erased, you cannot bring it back to your
drawing.
Close - Click this button to close the Transparency Tools.
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Using Application Sharing
To use Application Sharing, click the Application Sharing icon ( ) on your host console.
The Application Sharing window shows all the appli-
cations that the meeting host has running. When an
attendee logs into the meeting, they will see a gray
screen until the host selects which application(s) they
would like to show in the application window on the
client screen.
Once you select an application, only that application
will be shared. If another application (which is not
shared) is covering the shared application, a wallpaper
will cover where the non-shared application overlaps
the shared application.
To have an application appear in the Application shar-
ing window, select the application so that a check
mark appears, as shown in the example to the right.
The application will then appear in the client’s appli-
cation window.
NOTE: If you have many applications running on your desktop, it is important to minimize any
application that you do not intend to share in your application window. If you leave them up, they
may appear in the foreground, masked out with Web Conferencing graphics, but also blocking
the view of the application that you want to show.
After everyone can see your application, you can allow particular individuals or all attendees to
try out the application by giving him or her remote access. You can give one or more attendees
remote access by highlighting their name in the attendee list and clicking the remote control
button ( ) under the Attendee list. An eye icon will appear next to their name if they access
your application remotely. Giving them remote access allows them to simultaneously control
the application running on your desktop.
If you give multiple people remote control, it will become a problem when both people move
the mouse and try to type at the same time.
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Using Co-Browse
When you start the co-browse control ( ), an Internet Explorer browser window opens on
your desktop and on the desktops of everyone attending your Web Conferencing meeting. As
the meeting host, after you start browsing the Internet, every Web page you view will also
appear on the co-browse windows of your meeting attendees.
When you close your host co-browse window, you will be offered the option to allow the
browser windows to remain open on the desktops of your attendees or to close them. If you
allow the attendee browser windows to remain open, after you close your host browser, the
attendees will then have control over their browser window.
NOTE: Clients are taken to the same URLs as the host. This means web pages that use
dynamic URLs will not work.
Using Record/Playback
The Record and Playback option ( ) records selected features for playback at a later time.
The meeting host can choose what is to be recorded: Viewport, video conferencing, voice chat
or keyboard chat. Recorded sessions can be made available for attendees to play back when-
ever they want to view the recorded session. It can also convert .lrec files to .avi files.
NOTE: You can change Viewport settings before you start recording. Once the recording has
begun, Viewport settings cannot be changed.
Recordings can be saved on the Web Conferencing/Remote Support Server machine or the
host’s local PC or Network Neighborhood. The host can play back recorded meetings stored
locally by selecting the playback option on the Record and Playback control panel.
NOTE: There is a 20 MB maximum file size on the server.
If the recorded session is stored on a local machine, then only the Host of the session can play
back the recorded session. If the recorded session is stored on the Web Conferencing/Remote
Support Server machine, then other users can access and view the recorded session.
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To start a Record and Playback session, the Host clicks the Record and Playback icon in the
Web Conferencing Host control panel to open the Record and Playback console.
Playback: Move forward/
backward multiple frames
Playback: Playback:
Move back- Move forward
ward one frame one frame
Play: Start Record: Start
playback recording
(prompts for (prompts for file
file) or more
information)
Record/playback
Record/playback Record: Disk space in KB
timer in h:mm:ss
index Playback: Total time
Stop: Stops record/ Pause: Pauses
playback record/playback
NOTE: When you use fast forward, it may skip ahead and not draw all included data.
• Index: An index counter (unlimited number) is provided and is indicated by the pound
sign (#). The index indicates where you are in a recording or playback and can be used
as a reference when working with someone and you need to point to a particular frame
in the recording.
• Timer: A Timer located under the stop and pause buttons keeps track of the elapsed
time during the recording session. The counter is in mm:ss and can go up to 99 minutes
per session.
To access the Record, Playback, or Export option pages, click the
Options menu. The Hide option closes any open option page so that only
the main RecordPlayback interface is visible.
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Record Options
Recording Space: A counter under the red record button keeps track of how much space is
being used to store the recording.
Under Record Options you will see the list of four Web Conferencing Controls that you can
record:
• Viewport
• Voice Chat
• Video Conferencing
• KeyBoard chat
You can select almost any combination of these of these controls to record except Voice Chat
and Video Conferencing since they cannot run at the same time
Record Offline: The host has an option of broadcasting what is being recorded to one or all
participants or to record with no one seeing what is being recorded. Selecting this option
allows only the host to see what is being recorded.
Viewport Record Options:
You can record the Viewport by selecting the Viewport option. When you choose to record the
viewport, you have two different ways to record the viewport:
• Snapshot: The host has an option to record in a snapshot mode where the host can take
a snapshot of the desktop by clicking the red record button (just like a camera). This
format takes snapshots of the entire viewport. Using snapshot, you can later view your
recording forward or backward.
• Continuous: When it is not in snapshot mode, it is running in a continuous mode where
every action is recorded as it happens. Frame capture is only limited by the speed of the
host’s PC. This format takes one initial complete view of the viewport and then records
only the incremental changes that occur in the viewport. You can view this recording
forward; however, since you’re capturing only the incremental changes, it won’t work
as well viewing the continuous recording backwards.
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Voice Chat or Video Conferencing Recording Options:
• Voice Chat: Records only the Voice Chat.
• Video Conferencing: Records only the Video Conferencing.
• Neither selected: Records other selected controls (Viewport and/or KeyBoard Chat)
but not Voice Chat or Video Conferencing.
KeyBoard Chat Recording Option:
Keyboard Chat: Records only the Keyboard Chat.
Storage Recording Options
• Save on server: When recording a session, a user has the option to save the recording
to a local file or on the Network Neighborhood or at the ConnectionPoint server. Saving
to the ConnectionPoint Server is the default. When you clear this option, a window
appears that allows you to browse to where you want to save your recording.
• Storage: The host has the option of overwriting an existing saved file or appending to
an existing saved file by selecting the appropriate option. If the “Overwrite” option is
selected, the host will select the file from a pop-up list that is to be overwritten. If the
append option is selected, the host will select a file from the pop-up list that is to have
the recording appended.
Display
Thumbnail preview: This options allows you to see what you are recording. This
option uses considerable CPU processing power, which may affect the efficiency of
your other controls.
An example of a
thumbnail preview.
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Recording a Session
Before you start recording, you should review the Record options. From the Options menu you
can select to view the Record options menus.
NOTE: You can change viewport settings before you start recording. Once the recording has
begun, viewport settings cannot be changed.
Before recording the session, the host will need to decide what will be recorded (Viewport,
Voice, or Chat), how it will be recorded (Snapshot or Continuous), and where the recorded file
will be stored (on the ConnectionPoint server or on the local host machine or on the Network
Neighborhood).
The Record options menu will allow you to choose where to save your session recording.
If you decide to save your file
to the local PC or on your
Network Neighborhood, the
Save on Server box must not
be selected.
Once the Save on Server option is
clear, you will be able to
select from Overwrite or Append.
If you decide to save your
recording on the server, select
Save on Server.
The Overwrite and Append options
will appear dimmed.
Record offline: When you choose this option, you do not show the other folks in the session
what you are doing.
Saving File to local PC or Network Neighborhood: To save the file to the local PC or the
Network Neighborhood, the “Save on server” option must not be selected.
Assigning File Name: When the “Save on server” option is not selected, clicking the record
button will activate a pop-up window. The pop-up window prompts the host to assign a file
name and file location to save the recording for future playback. The default file location is
“Temp.”
The following options are only available when a recording is stored locally:
• Overwrite option: If the overwrite option was selected, a pop-up window prompts
whether the existing file is to be replaced by the new recording. Clicking Yes brings the
recording session to a “Record pending” mode to allow the host to set up the desktop
for the recording session.
• Append option: If the append option was selected in the record options, the recording
session will be appended to the file that has been selected by the Host.
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When the host has completed the set up, the recording session begins by clicking the red record
button. When the recording session is complete (the host clicked the stop button) the file is
saved on the local PC and is available for replay on demand. There are no Hot keys for the
Record and Playback control panel.
Saving File on the ConnectionPoint Server
To save to the ConnectionPoint Server, the “Save on server” option must be selected. All of the
options described in the Save on Local PC section apply to the “Save on server” option, except
that the “Overwrite” and “Append” options are not available.
Clicking the red record button launches any controls that have been selected in the “Record
Options” section of the Record and Playback control panel.
The control panel is now in a “Record pending” mode. The host is required to give the record-
ing to be saved a description. A “Limit access” option is used to indicate if the session to be
recorded is private or public. The default is that the recording is public and the file will be
saved as a public file on the server. This file will appear in the list of public recordings and can
be viewed by anyone with access to the public area.
If the user selects to make this recording private, the “Limit access” option must be selected.
This is to indicate who will have access to view this recording. An input area is provided for
the host to assign access to the recording by entering a semicolon delimited list of Email
addresses or Web Conferencing IDs. Names that are entered in the “Limit access” area must
exist in the database as registered participants. If the “Limit access” area is blank, then only
the owner will be able to view the file. Once complete, the file is saved on the server.
A description of the session being recorded is to be entered in the description input area. If no
description is entered, the default is date and time (200110271000). In addition, the Connec-
tionPoint automatically assigns a 13 character internal file identification number.
When the “Description” and the “Limit access” decisions have been completed, then the
recording can begin by clicking the red record button. The host clicks the stop button to com-
plete the recording and the session is now archived and is available for playback.
Page 44 Record Options
