Is there any limit to the number of people in a conference?
The maximum number of participants in any one call is 125.
Can I use other software on my PC while using the client?
Yes. Although software that uses a high level of PC processing power or bandwidth on your internet connection may reduce the audio quality on your individual line.
Can I use other collaborative tools whilst using the system?
Yes, the service is designed to work alongside other tools such as Cisco WebEx™ and Microsoft Lync.
Where do I get a Headset?
There are many headsets compatible with the system. We recommend a wired USB stereo headset, but iPhone ear buds will work, although the audio quality will not be as good as a USB headset.
How do I get help and support if I have a problem with my service?
If you have read these FAQs and still require help and support you can do this in two ways:
- If you are in a call you can get immediate assistance via the operator assistance feature that can be found under the help menu.
- You can contact the help desk by phone or email using the 'Contact the help desk' details found in the chairperson's BT MeetMe with Dolby Voice account email.
How do I invite others to join my meeting?
Your BT MeetMe with Dolby Voice account email and the user guide both contain information that will help you set up meetings and invite participants to join them.
Can I combine Cisco WebEx™ and BT MeetMe with Dolby Voice?
Yes you can, providing you have both a Cisco WebEx and BT MeetMe with Dolby Voice account supplied by BT. Join your BT MeetMe with Dolby Voice meeting, once in the meeting you will see a Join screen share button. Click there to start your Cisco WebEx™ session in another window, allowing you to switch between your audio and web conference windows.
Can I launch and join BT MeetMe with Dolby Voice calls from a Mac computer?
Yes, the service is fully compatible with Mac operating systems.
Can I join a BT MeetMe with Dolby Voice meeting from my mobile device?
Yes, you can join using a mobile web browser or the smartphone app, however the Dolby Voice audio separation and HD audio, and ability to control your meetings is only available with the BT MeetMe with Dolby Voice mobile app for iPhone or Android and requires a Wi-Fi or mobile data connection.
Can I use Firefox or Chrome with BT MeetMe with Dolby Voice?
Yes all major browsers are supported.
I can't access the service?
Please re-check the instructions in your BT MeetMe with Dolby Voice account email. Contact the helpdesk if you have re-checked the instructions and are still having problems accessing.
Why doesn't my headset work when I try a self test?
Check your headset is plugged in and properly selected by the Dolby client. We recommend that you plug in your headset at least 30 seconds before you start your call in order for your computer to fully recognize your headset and show this as the active device when you join your conference.
What is the issue if I get the error: No meeting was found for the passcode?
There are two likely causes of this error, either you may have accidentally added a space into the passcode field, maybe as part of a cut and paste, or you may be using the wrong email address in the email field, the system will validate the passcode against the email address for chairpersons, please ensure you use the correct combination. The passcode must have no spaces or other characters, such as #, in the passcode field.
I appear to get a time lag on my call which makes it a little difficult to use, what can I do?
Wi-Fi solutions can introduce delay so it is recommended that you do not connect via Wi-Fi when you have important calls on the Dolby system. Corporate VPN can also sometimes introduce a slight delay that can be quickly improved by logging out of the VPN just before a BT MeetMe with Dolby Voice conference. This is a useful tip to share with your participants.
I get echo on some of my calls?
The two primary reasons why echo is introduced into a call is the use of speaker phones, we strongly recommend that speaker phones are not used for this service and the Dolby user interface has selected the PV microphone and not the microphone on the headset, if this happened please select your headset under the Audio settings panel on the user interface.
The audio quality on my calls is variable, how do I improve this?
Audio quality can be affected by many things; Wi-Fi connections can introduce poor quality audio. If in doubt please run a speed check on your computer by going to www.speedtest.net, you want to see at least 100kbs in both upstream and downstream.
The Dolby system will not recognize my headset automatically.
This may happen depending upon the type of headset and interaction with other UC programmes on your PC. Making your headset the default device for playback and recording will often fix this issue. For Windows, right click on the speaker icon in the bottom right of your screen, and select either recording devices or playback devices.
Can conference participants dial in from their mobile phone, landline or over the Internet (using Voice over IP (VoIP)) with the software client?
Yes, by selecting 'I will dial into the meeting using my own phone' in stage 2 of the joining process. Note that users joining this way will not get the high quality wideband spatial audio experience and their voice will be heard by others in a lower quality (narrowband).
Can I use my own headset with Dolby Voice?
Most USB Stereo headsets should work.
Can I use Dolby Voice with loudspeakers?
We recommend that loudspeakers are not used. The system is optimised for headset use. Please don't use it as a loudspeaking conference unit because it could degrade the experience for other people in the conference.
System / Network requirements
What is the minimum Internet connection speed required for Dolby Voice?
100kbits/sec downstream and 50kbits/sec upstream. You can test the speed of your Internet connection on several popular websites, for example www.speedtest.net.
Are there any limitations on which networks or access technology I can use?
No, it should work over any network provided there is sufficient bandwidth. Note that a wired connection will generally perform better than Wi-Fi.
Why can't I download the app?
The app is a free public download available on both the Google Play and iOS app stores but can only be downloaded by devices running a supported Operating System (OS).
If you are unable to download the app from the app store the most likely explanation is that your device is running a non-supported OS.
How can I check if my OS is supported?
iOS devices need to be running OS version 6 or later. Go to SETTINGS > GENERAL > ABOUT and look under VERSION
Android devices need to be running OS version 4 or later. Go to your device HOME (push the home button) > MENU (looks like little squares) > SETTINGS + scroll to bottom of the list > ABOUT PHONE + look for FIRMWARE or ANDROID Version.
If you device is running a non-supported OS you may have the option to upgrade your device to a supported version before installing the app.
Why can't I connect to a meeting?
Check that you have entered the meeting details correctly and that you have a Wi-Fi or data connection (and if only a data connection, that you have data use enabled in the app).
- If you do not enter the correct passcode you will see a message asking you to reconfirm the meeting passcode and your email address.
- If your device does not have access to a Wi-Fi or mobile data connection please refer to the meeting invite and dial into the meeting using the phone.
Why am I experiencing poor or variable audio quality on a Dolby Voice call?
The quality of the audio experience will depend on the quality of your Wi-Fi or mobile data connection. If you are on a weak data signal or move into an area where your signal strength drops, you may experience variable or poor audio quality on the call.
How can I monitor my audio quality connection?
To help you understand what is happening the app is constantly monitoring the quality of your connection to the meeting.
If you see the red indicator, either
- Move to an area of stronger signal strength such as closer to the Wi-Fi router, or
- Tap the red indicator, then choose how to rejoin the meeting by tapping either 'Dialling in by phone' or 'Have the meeting call me'. These options do not use data and will join you to the meeting using the mobile phone network. You will not need to re-enter the meeting passcode.
What if I still need help?
If you continue to experience issues and the above do not solve them please contact the support team.