How does your service work?
Typically, you dial a 1800 toll free number, enter an access code and a passcode to start a call.
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Your participants dial a 1800 number and enter just the access code. The conference call begins.
Sign up is free -- you only pay when you use the service.
We bill you at the end of the month for the minutes you use. After 15 days, we put the charges on the bill onto your credit card.
Learn more by reviewing the how your conference call will work page.
What is the maximum number of participants on a conference call?
We set up your subscription with a maximum of 96.
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The maximum can be permanently increased to 300 by contacting our Conference Center at 1.800.804.8608 (+1.303.389.4086)
or the support number for your country.
Does the same toll-free number work in both the USA and Canada?
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Yes. The same toll-free number works from anywhere in the USA and Canada,
including Alaska and Hawaii.
Do my access codes (7-digit access code and passcode) stay the same?
The 7-digit access code is permanently assigned to the chairperson and
does not change on a per-call basis. Your passcode can be changed anytime.
How do participants outside the USA & Canada access my calls?
International participants dial the access phone number for their country.
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They can also dial the direct dial access phone number (+1.416.620.1296) from anywhere. International participants outside of USA & Canada cannot dial a North American toll-free number.
What security features are available?
You can add a security code to any conference call.
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The chairperson will be prompted for an optional security code when starting the conference, after entering the passcode. The chairperson must inform all the participants of the security code for the call, as they must enter it after the access code to join the call.
Once all participants have joined, a chairperson can lock *4 a conference, so no one else can join.
"Name Announce" prompts participants to record their name when joining. The recording is played when they join or leave the conference call.
What happens if participants dial in and the chairperson does not join?
Participants are kept on music on hold for a maximum of 15 minutes.
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An announcement is then played asking them to contact the chairperson, and they are disconnected.
Can our company host multiple conference calls at the same time?
Yes. Any number of chairpersons can hold their conference calls at the same time.
Does onConference work with Skype?
Yes. Note that Skype uses Voice Over IP technology which can impact audio quality.
Does onConference work with MagicJack?
Yes. Note that MagicJack uses Voice Over IP technology which can impact audio quality.
I have a Canadian cellphone and I am travelling in the United States. I have heard that Verizon or AT&T may block the calls to your network. Is this true?
No! You should have no problems connecting from the US.
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Calls from Canadian cellphones have been tested and we can connect to our North American Toll Free number +1 866 305 1460, our Canadian Toll number +1 416.620.1296 and our USA Toll +1 917.210.2686.
Can I simultaneously dial out to a group of participants?
Yes. The phonebook feature in onConference Presents! allows the Chairperson
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to highlight up to 20 participants and add them to a list. "Dial All" simultaneously dials the selected participants. A participant will be prompted to join the conference call by pressing 1. You do not need to start a web conference to use the phonebook.
Is there any way to get a transcript of a conference call?
We don't provide transcription services. However, you can record the conference call
using our conference record feature and use a third-party transcription company.
Don't see your question? Please contact us at info@onconference.com.
I have a participant in a country not on your access phone numbers and countries list, how do they join a conference call?
Participants in countries with no access phone number can dial the International Access
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Phone Number (+1.416.620.1296) to reach the conference. However, they will incur a charge for an International Direct Dial phone call. That charge depends on the rate set by their local telecommunications provider, and cannot be determined by onConference.
A chairperson can dial out to any participant's phone number using the dial-out feature. Press *1, and follow the voice prompts. The number is entered as if dialed from North America. (e.g. 011 + country code + telephone number).
Note: Activation of international dial out must be requested and approved prior to use. To request this, email us at info@onconference.com.
Are my conference participants charged for using the international toll-free number?
No. The chairperson incurs the costs.
We are located outside of the USA and Canada. Is it possible to use your service?
Yes. You can use onConference from any country. To get started, sign-up here.
The international toll-free access phone number has too many / too few digits. Can you confirm the number?
Toll-free numbers in many countries can look different from a toll-free number in the USA or
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Canada. If you're having problems with any access phone number, contact our Conference Center at 1.800.804.8608 (+1.303.389.4086) or the support number for your country.
If I am using a toll access phone number (not toll free), is there any cost per participant?
Yes. You still pay the per-minute price shown beside the country, regardless of whether a participant uses the toll-free or toll access phone number.
I am currently travelling internationally, but using my US / Canadian cellphone. Which international number should I use for the call?
You should use the access phone number for the country where you are located. The direct dial number (+1.416.620.1296) can also be used from any country.
Is there a customer support number for enquires outside the US and Canada?
Country-specific support numbers are shown under the support column on our list of countries and phone numbers. You can also call +1.303.389.4086 from any country.
Can I use the international toll-free numbers to access onConference Presents?
Yes. Any toll-free or toll access phone number can be used to login.
Can I include international phone numbers in the phonebook?
Yes. The phonebook will accept international numbers, but they must have the 011 prefix.
Don't see your question? Please contact us at info@onconference.com.
Is there a charge for recording a conference call?
You pay $19 per recording activation. An activation is when you press *2 on a conference call or press the "Record" button on a web conference.
Is there a charge for replay or storage of a recording?
There are no playback or storage fees.
If I start a recording, will participants be notified?
Participants on the conference will hear a message that the call is being recorded. Participants joining a recorded conference will not be notified.
Can the recorded files be downloaded?
Yes. They can be downloaded in Flash (.flv) (Audio & Visual) and MP3 (audio only) format.
Can I erase part of a recording or edit it?
Yes. You can edit a recording using the recording editing feature that is part of Meeting Manager. Editing a recording is described in the Meeting Podcasting and Recorder User Guide
How large is a recording file?
An average one hour, audio-only file is approximately 7 MB.
Can I assign a security passcode to recording files, so it is required for playback?
Yes.
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The chairperson can select a code between 4 and 9 digits long and assign it (in the Meeting Management and Recording Backup areas) to a specific recording. The Chairperson can change the security code as often as they like.
If I change the security code today for a recorded file, and I sent the playback link to a viewer last month, will they have to enter the new security code to access it?
Yes. The current security code is always required to access the file, regardless of when the link was sent out.
Don't see your question? Please contact us at info@onconference.com.
Does your web conferencing, onConference Presents!, handle video?
Yes. You can upload up to ten 100 MB video clips and insert them into a presentation. We support Flash, MPEG and Windows Media Player video formats.
Can I use my webcam to show a video of the presenter?
Yes. You can add up to 4 webcams to your web conference, viewable by up to 25 participants.
What is the maximum number of participants on a web conference?
3000. However, your audio conference maximum is 96 (or 300 -- see above).
Can I use your web conferencing service without using your audio conferencing?
Yes. However if you use our recording feature, there will be no audio recorded.
Can my participants see who else is on the web conference?
No. Not unless you deliberately choose to show your participant list, chat windows or web conference controls. The default when using desktop sharing is to hide the full web conference control panel, so your participant list is not shown.
Can the participants chat with each other using the chat feature?
No. The participants will only be able to chat with the chairperson or co-presenters.
What presentation formats can I upload?
Supported presentation file types are Powerpoint (.ppt), PowerPoint 2007 (.pptx), JPG, PNG, GIF, JPEG, and BMP.
How can I show a document that is not one of your supported file types?
You can use the application sharing (PC) or desktop sharing feature (PC & Mac) to show any type of document. As a chairperson, select "Share Applications" and then select the application you want to show.
How large a presentation can I upload?
27 MB is the maximum size of file you can upload for use with onConference Presents!.
If my participants login online before I start a web conference, what happens?
Your participants will wait in the online lobby.
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They will see a screen that tells how long before the web conference starts, and your meeting data and time.
How do I delete a presentation?
Select multiple slides by holding down the shift key and clicking any two slides with your mouse. Then right click your mouse and the "Delete All" option will appear.
Do I need to start a web conference before I can upload a new slide presentation?
No. The Chairperson can upload a new file and add/delete slides without starting a web conference.
Will slide animation work in onConference Presents!?
No. However, you may show any application on you computer using the share desktop feature. This will allow you to show slides with animation.
Can participants download, save or print the presentation I am showing?
Participants are able to print the current slide they are viewing by using the web browser's print feature. Participants do not have access to the presentation file to download or save it.
Can I add a security passcode to my web conference?
Yes.
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At the start of a web conference, a pop-up box offers the option to enter a 4 to 9 character conference security passcode. It does not have to be the same as the additional security passcode selected for the audio conference, but the Chairperson may want to use the same passcode for convenience.
What are the system requirements for onConference Presents! web conferencing?
onConference Presents! works with just about any browser on any PC, Mac or Unix platform. A full list of onConference Presents system requirements is here.
Don't see your question? Please contact us at info@onconference.com.
How do I add an additional chairperson to my account?
Login to my Account. Select "Add Chairperson".
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Complete the new chairperson form. The chairperson is automatically added to your account.
How do I remove a chairperson from my account?
You must be an account administrator. Login to my Account.
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Select "Chairperson Information". Click on the person's name, or "view" to open it. Change the chairperson's status from "active" to "inactive". Then press the orange "update" button.
What is an account administrator?
An account administrator is a chairperson with administrator rights.
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Administrators can view a complete invoice, payment and usage history. They can update payment and billing details, and manage all chairpersons on the account — including making any chairperson inactive.
How can I add an account administrator?
Any administrator can add a chairperson, then enable account administrator rights.
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To enable administrator rights, login to my Account. Select "Chairperson Information". Click on the person's name, or "view" to open it. Check the administrator box, then click the orange "update" button.
If you are not an administrator and feel you should be, email info@onconference.com.
How can I change my 7-digit access code?
Contact the Conference Center at 1.800.804.8608 or +1.303.389.4086.
How do I change my passcode?
Online: Login to my Account. Select "Chairperson Information".
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Click on the person's name, or "view" to open it. The chairperson(s) will be shown. Enter the new passcode in passcode box, then click the orange "update" button.
On the phone: Dial the access phone number.
Enter your 7-digit access code, followed by the # key.
Enter your passcode, followed by the # key.
Press 2 and follow the voice prompts.
I have forgotten my access code and/or passcode. How I can have them resent?
Go to the my Account login page. Under "Misplaced Your Access Codes?", enter the email you used to sign up. Your access codes will be resent to that email address.
What is a Project / Department Account Code?
Project / department Account Codes allow you to assign costs to a particular department
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or project within your company. Charges with a Project / Department Account Codes will be grouped together and summarized on your bill.
You can also view and update your Project / Department Account Code from our website. Login to my Account. Select "Recent Usage". You can assign an account code to each call, or have a default account code for each moderator.
Optionally, you can be prompted at the start of each call to enter an account code (numeric only). You need to contact us to enable per call account code promting on your account.
I signed up for your service, why have my access codes not come through?
We apologize for the delay. The account required a manual review and approval
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for fraud prevention purposes. We will have your access codes to you within 24 hours, or contact you to verify your account.
How do I cancel my account?
Simply send an email to info@onconference.com.
Remember there is no charge to keep your account open and we can turn it back on if you change your mind.
Don't see your question? Please contact us at info@onconference.com.
I am having a 1 hour call with me as chairperson and 4 other participants in North America (USA & Canada). How much is that going to cost?
The pricing model is simple. The price is per line per minutes, and you pay only for the time you use.
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For 60 minutes (1 hour): 60 minutes x $0.19 x 5 lines = $57.00 plus applicable taxes.
Do you have any monthly pricing packages?
No. Monthly packages are limited in the number of attendees or usage per month. There can be extra charges for toll-free access, additional participants or minutes used in excess of your package limits.
Are there any set-up charges?
No. There are no set-up charges of any kind.
Are there any extra charges or fees?
No. There are no extra charges or fees.
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(Examples of extra fees other companies charge are: per-call connection fees, minimum usage fees, regulatory recovery fees, or account maintenance fees, extra fees for a paper invoice.)
We do charge all mandated federal, state, and local taxes.
Why is there a “Foreign Transaction Fee” on my credit card?
That fee is not charged by onConference. Some credit card companies assess an extra fee because onConference is located outside of your country.
I am having a 1 hour call with me in the US as chairperson and 4 other participants. 1 in China, 2 in the UK and 1 in the Chile. How much is that going to cost?
All pricing is shown on our access phone numbers and rates page.
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For 60 minutes (1 hour):
$0.19 for USA X 60 minutes X 1 chairperson = $11.40.
$0.39 for China X 60 minutes X 1 participant = $23.40.
$0.19 for UK X 60 minutes X 2 participant = $22.80.
$0.49 for Chile X 60 minutes X 1 participant = $29.40.
Total cost is $87.00 plus applicable taxes.
How am I billed?
We send you an invoice showing all charges for the month. Invoices are sent on the 5th of the month by email. Customers in USA and Canada are given the option of receiving their invoice by mail.
How does payment work?
We accept Visa, Mastercard and American Express.
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Most customers enter their card number during sign-up. 14 days after the invoice is sent to you we charge the balance due to your credit card. Customers in USA and Canada are can opt to pay by check.
How can I update my credit card details?
Login to my Account. If you are the administrator of the account, you can then update your credit card payment information and other billing and payment details.
How can I obtain a past invoice?
Login to my Account. If you are the administrator of the account, you can then access all your invoices and see all your payments. If you are not an administrator and feel you should be, email us.
I have received an "Audio Usage Summary Email" but there is no cost information? Where can I find charges for my last call?
Audio Usage Summary emails do not show charges. Recent charges are shown under my Usage in the "my Account" menu item.
Can I pay by EFT or Direct Deposit? ACH? Wires?
Direct Deposit (also known as EFT or ACH) is available to our Canadian customers. Our Bank details are:
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| Bank Code: | 004
| | Branch / Transit number: | 03546
| | Account Number: | 79475237907
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Can I pay by wire?
Wire payment is available. A fee of $40 will be applied if the amount of payment is less than $400. Our bank details are:
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| Beneficiary Account Number / IBAN: | 0354-5237907
| | Bank address: | TD Canada Trust
45 O'Connor St.
Ottawa ON Canada K1P 1A4
| | Bank Code: | //CC000403546
| | Beneficiary Full Name: | OnConference Inc.
| | Beneficiary Address: | 45 O'Connor St. Suite 1150
Ottawa ON Canada K1P 1A4
| | Swift Code: | TDOMCATTTOR
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Why does my credit card company tell me you charged my card when I signed up?
We processed a pre-authorization to ensure the card was valid. Some credit card company's fraud prevention systems report this as a payment notification. We do not charge your card on sign-up.
Can you please send us your W9 form?
We are a Canadian company, so use our W-8BEN instead. Find it here.
Can you please provide your terms and conditions?
They are found on our terms and conditions webpage.
What is a "Fed Universal Service Fund" charge?
For customers in the United States, all telecommunications service providers
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must contribute to this fund based on a percentage of telecommunications revenues. OnConference collects this amount to recover that required contribution.
When do charges for a conference call begin?
Billing begins when the conference participants connect and enter a conference access code. Charges for a participant end when they leave the conference.
Don't see your question? Please contact us at info@onconference.com.
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Conference Calling
