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Cisco WebEx Support

Frequently Asked Questions

  1. My Account
  2. Schedule and Connect
  3. Online Meeting Features
  4. Audio Connection
  5. Personal Rooms
  6. Collaboration Meeting Room (CMR)
  7. Audio integration
  8. VoIP

My Account

Where can I retrieve my username and password?

If you can’t remember your username, try one of the following:

  • Your full email address
  • The first part of your email address before the domain (name@mycompany.com)
  • If your organization uses Single Sign-On, your username will be the same as your network login.

If you are still unsuccessful, click the Forgot your username or password? link.

If you can’t remember your password, click the Forgot your username or password? link, then follow the prompts. You will receive an email from which you can reset your password.

WebEx Technical Support cannot reset your password. If you are unable to log in after following the steps above, contact your WebEx site administrator. You should be able to reach your site administrator through your organization’s computer support or IT department. Contact information for your WebEx site administrator may also be included in the password reminder email.

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Schedule and Connect

How do I join a meeting from a PC or Mac?

You can join a meeting in any of the following ways:

  • Open the invitation email and click the link. Enter your name, email address, and the meeting password (if required), then click Join Now.
  • Navigate to the WebEx site, then click Browse Meetings. Click the name of the meeting you want to join and enter your name, email address and the meeting password (if required), then click Join Now.
  • To join an unlisted meeting, click Unlisted Meeting, enter the meeting number, then click Join Now.

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How do I join a meeting from a mobile device?

Learn how to join a meeting from a mobile device here.

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How do I schedule a meeting?

Learn how to schedule a meeting here.

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I scheduled my meeting for 1 hour. Will it end automatically when the hour is up?

No. The meeting will continue until it is ended by you or an alternate host. Participants can leave the meeting at any time, however.

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Can I schedule and start a meeting from Outlook?

Yes. You can use Outlook to schedule meetings, invite attendees, and start WebEx meetings. Attendees you invite can join your meeting from their Outlook Calendars. Learn more here.

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Can I schedule a recurring meeting?

Yes. In the Date & Time section of the Advanced Scheduler within WebEx, set the recurrence to None, Daily, Weekly, Monthly, or Yearly. You can then further customize the settings, such as the frequency and the end date.

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How do I specify an alternate host for a meeting?

Learn how to specify an alternate host here.

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Can I schedule a meeting for someone else?

Yes. Learn how to schedule a meeting for someone else here.

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How do I start a scheduled meeting?

Log in to your Meeting Center site, then click My WebEx on the top navigation bar. Select My Meetings and then click the meeting in the list, then click Start.

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How do I change the title of my One-Click meeting?

Log in to your WebEx site and click My WebEx. Click Preferences, then under My Personal Room Options enter or change the Room name.

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If your WebEx Account includes a Personal Room, you will be provided with a permanent meeting URL in the following format: https://sitename.webex.com/join/username. To change this, go to 'My WebEx' and 'Preferences', under 'Personal Room' and 'URL', click Change.

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Online Meeting Features

Is there a limit to the number of people I can have in my meeting?

Depending on the WebEx service your organization has purchased, up to 25, 200, or 1000 participants may be able to join a WebEx Meeting Center meeting. The participant total includes all attendees plus the host. Contact your administrator to determine the limit for your WebEx Account.

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How do I share an application, a file, my desktop, or video during a meeting?

After you start your meeting, click the button at the bottom of the share application panel on the Quick Start tab. Select what you want to share with participants, such as a whiteboard or file. Once you share something, participants will see what you see. You can also select Share from the meeting menu bar.

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How do I upload a presentation to WebEx to share during my meeting?

Select Share File from the menu bar. Locate the presentation file you want to share, then click Open. Use the page controls at the top of the meeting window to move through slides. If you are sharing a presentation created with PowerPoint 2013 or later, the page controls will not advance through transitions and animations.

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Can I control a PC or Mac remotely during a meeting?

While sharing, move the mouse to the top of the screen and click Assign or right click on the attendee. Select Pass Keyboard and Mouse Control, then select the participant to assign control to. The selected participant gets a message advising them to click to gain control.

To return control to the presenter, triple-click.

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Audio Connection

Where can I get a list of global call-in numbers?

When you join the meeting's audio conference, select I will call in. Then, click global numbers. Or, from the 'Meeting Info' screen, click global.

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Can I turn off the beep notifying me that someone has joined the meeting?

Use the 'Advanced Scheduler' in WebEx to schedule your meeting. Click Teleconference, then select No Tone from the Entry and exit tone dropdown. Using the 'Quick Scheduler', click Change audio conference, then select No Tone from the Entry and exit tone dropdown.

Once you are in the meeting, you can turn off the notifications by deselecting Participant > Entry and Exit Tone from the menu bar.

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Personal Rooms

How do I enter my Personal Room?

You can enter your Personal Room in any of the following ways.

  • Click the 'Personal Room' link in the welcome email, click Start Meeting, then log in with your WebEx username and password.
  • Dial from a video conferencing system or application using your WebEx account information, then enter your host PIN.
  • Dial the phone number in the confirmation email, then enter your access code.
  • Log in to your WebEx site. Under 'Meeting Center' click on Host a Meeting in the left navigation panel, click My Personal Room, then click Start Meeting.

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Collaboration Meeting Room (CMR)

What is Collaboration Meeting Room (CMR)?

Collaboration Meeting Room (CMR) is an add-on option for Meeting Center that enables you to join a meeting from Cisco TelePresence, any standards-based video conferencing system or application, or any WebEx enabled mobile or desktop web client.

There are two types of CMR services for WebEx: CMR Cloud and CMR Hybrid.  CMR Cloud pairs the cloud-based WebEx video bridge with WebEx meetings. People can join from anywhere in the world using technology that they already have, including video conferencing devices, computers, and mobile devices. CMR Hybrid allows Meeting Center users to join Cisco TelePresence video conferences.

CMR Cloud supports up to 25 standards-based video endpoints. Depending on a company's subscription, up to 500 additional video-enabled mobile and desktop users, and 500 audio-only users can attend. It gives WebEx Meeting Center users access to an always-available Personal Meeting Room (PMR) with a permanent address so they can start a meeting whenever needed, instantly.

CMR Hybrid enables you to include WebEx Meeting Center users in Cisco TelePresence video conferences. It requires Cisco TelePresence Server, Cisco TelePresence Management Suite and a subscription to Cisco WebEx Meeting Center. Each meeting will support up to 100 standards-based video endpoints and up to 500 video-enabled WebEx Meeting Center users.

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How do I schedule a CMR Hybrid session in Outlook?

To include WebEx Meeting Center users in your scheduled Cisco TelePresence video conferences, download and install WebEx Productivity Tools with TelePresence from the Support > Downloads page on your WebEx site. Once in Outlook, on the Outlook Ribbon, click Schedule Meeting. Then, in the Meeting Options panel, specify the WebEx and TelePresence options for your meeting. Be sure to check Allow people to join using WebEx. Next, click Add TelePresence Rooms, select the TelePresence rooms you want to use, and click OK. Finally, add the names of meeting invitees, type the meeting subject, then click Send.

When your meeting has been booked, it appears on your Outlook calendar with all of the information you need to start it. Invitees receive a meeting invitation with the information they need to join.

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What version of Outlook do I need to schedule CMR meetings using the WebEx and Telepresence Integration to Outlook?

WebEx and Telepresence Integration to Outlook requires one of the following Microsoft Outlook versions:

  • Microsoft Outlook 2007 for Windows
  • Microsoft Outlook 2010 for Windows

Note Cisco support for Outlook 2013 is coming soon.

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Can I use Outlook to schedule CMR meetings for all WebEx centers?

The WebEx and Telepresence Integration to Outlook works with WebEx Meeting Center only. Other WebEx centers are not supported at this time.

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How can I schedule CMR meetings if I'm using a Mac?

WebEx Productivity Tools with Telepresence is currently only available for Windows, so scheduling with Microsoft Outlook for Mac is not supported at this time. Mac users can still schedule meetings using Smart Scheduler or TMS.

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Does the CMR solution support WebEx mobile users?

The current solution will allow users on supported Apple iOS and Android devices to join the meeting audio and to view shared content. In future releases, Cisco is planning to introduce a new version of Cisco WebEx Meetings mobile app for Apple that will support two-way video for users on iPad and iPhone devices. Two-way video for Android and RIM devices is not yet planned.

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Audio integration

Why does nothing seem to happen when I am using WebEx audio integration and I try to exit WebEx Meeting Center?

This can occur when you have more than one Internet Explorer window open. The confirmation message asking whether you wish to end / leave the meeting is displayed on a sometimes hidden window. Check all Explorer windows and Tabs if using IE7.

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Why can't I disconnect from the audio bridge when using WebEx audio integration?

When a PSTN to PSTN audio call is established, it is the 'caller' that has to clear the call. If the 'caller' keeps the connection open, then the 'receiver' will remain connected to the 'caller'. With WebEx AI the bridge can dial out to users. If you are on a standard phone connected directly to your local telephone exchange then it is possible for your line to remain connected to the audio bridge until cleared when the session terminates. Even then a two minute timeout can apply if you did not leave the session cleanly.

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My WebEx session crashed and I'm still connected to the audio portion of the call using audio integration. What do I do?

Rejoin the WebEx session again. You will be prompted to receive a call back; select Cancel if you are still connected to the audio conference. When you join the WebEx session you will notice that you are shown as being connected twice, although one will not have a telephone icon indication however both may be shown as connected to the WebEx session - indicated by the colored dot after the name. After approximately two minutes, WebEx will remove the WebEx session indicator from the audio connection.

Please note that you will not have access to WebEx audio integration control when you rejoin the WebEx session as your audio call will not be associated with your new WebEx session. If you wish to use the WebEx audio integration when you rejoin you should ask the Host to expel you; then you will be able to dial out to yourself when your rejoin.

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How can I leave a WebEx audio integration meeting early?

As a participant, to leave a WebEx audio integration meeting, select File then Leave Meeting or alternatively select the 'Close' button: of the main WebEx application window. You will be presented with confirmation dialog box, select Leave Meeting. Your audio call will be disconnected after the WebEx meeting has terminated.

As a host, when you leave the meeting you are presented with the confirmation dialog box where you select End Meeting. This will highlight that if you choose to end the meeting, both the audio and the web portions of the meeting will end for all participants.

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Why is my Country/Region information incorrect in the 'Join Audio' dialog box?

If you are the host of the meeting and you see that your Country/Region information is incorrect, then you need to login to your WebEx account, select My WebEx and Preferences and then enter the appropriate information for your preferred contact details.

As a participant you will need to select the appropriate Country/Region before requesting a call back.

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How should I enter the telephone number for WebEx to call me back?

Once you have chosen the correct Country/Region you may enter your call back number with or without spaces.

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Why when I have 'Mute on Entry' enabled do I briefly hear people when they join?

The mute on entry is performed by WebEx, not by BT MeetMe Audio, so there is a small window of opportunity to hear the user prior to them being muted.

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Why don't I get presented with the "Join Audio" dialog?

You will only get the "Join Audio" dialog once the host has joined the WebEx session.

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As the host, I have received a call back but do not have a WebEx audio indication?

On certain bridges the audio indication is only provided when two or more people join the audio conference.

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Why don't people see my renamed participants?

As either a Host, Presenter, or Participant you can only rename participants that have dialled into the audio bridge; shown as Call-in User_'x' (where 'x' indicates the number of the called in user) or participants that the host has dialled out to. In each case, renaming of the participant is only shown locally and not communicated to the participants in the meeting.

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Why do I get an "Enter audio number, passcode and other instructions" dialog?

After WebEx audio integration has been enabled you will need to setup your audio options when scheduling a WebEx meeting. If you fail to do so you will be presented with a dialog box stating "Enter audio number, passcode and other instructions".

Please refer to the Audio integration user guide for instructions on how to set audio options and templates as appropriate.

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I get a "No line available" message when attempting to dial out?

A "No line available" message indicates an error in completing your call. Please confirm that you have entered the right country code and telephone number. If the error persists, contact the help desk.

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How do I get WebEx audio integration?

WebEx audio integration is a feature that has to be enabled on your account. Please contact your BT Account Manager.

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As a host, when I close my WebEx session, my MeetMe session ends. What happened?

As a host, when you leave the meeting, you will be presented with a confirmation dialog box.

This will highlight that if you choose to end the meeting, both the audio and the web elements of the meeting will end for all participants. If you want the meeting to continue after you've left, you must first give host rights to another participant.

Please note that if you choose to continue the meeting, it will be using your audio and web conferencing account details, not the person who's been given host privileges. In addition, you cannot use your audio conferencing account for other meetings while this meeting is still in progress.

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VoIP

Is there any limit to the number of people in a conference?

Both WebEx and MeetMe will have different limits for the number of participants in a WebEx Meeting Center meeting (dependent upon license type 25 to 1,000) and a MeetMe Conference (125).

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Do I need a headset for BT MeetMe with Dolby Voice?

Yes, you will need a headset compatible with the Dolby system; we recommend a wired USB stereo headset for best audio quality.

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Do I need a headset for BT MeetMe VoIP?

Yes. See this list of recommended headsets compatible with BT MeetMe VoIP. Your IT manager can confirm how you can obtain a headset (BT does not provide the headset).

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What if my headset is not being recognised?

Reset the headset by unplugging and then plugging the headset back in to your computer.

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Can headsets be the cause of poor audio quality when using BT MeetMe services with Cisco WebEx?

As long as you are using one of the recommended headsets, this should not be the cause of poor quality.

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How do I invite others to join my meeting?

During a meeting, click on the 'Quick Start' tab in the WebEx session and Invite & Remind.

See how to schedule a meeting for how to invite others to join a future meeting.

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What are WebEx Productivity Tools?

WebEx Productivity Tools make it very easy for users to start, schedule, invite, and join WebEx meetings from their desktop or from commonly used desktop applications. You can learn more about Productivity Tools here >

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How can I install Productivity Tools?

Productivity Tools are either automatically installed on your computer or you can follow the instructions here.

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Why don't I get presented with the "Join Audio" dialogue?

You will only get the "Join Audio" dialogue once the host has joined the WebEx session.

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How will I get updates to the BT MeetMe services with Cisco WebEx software?

If a new version of the software is available and you have administrator rights to your device or system, you will be prompted to download the updated BT MeetMe services with Cisco WebEx client on entry to the service.

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Is there a user guide?

Yes, a user guide is available here.

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Can I still see my WebEx / BT MeetMe with Dolby Voice conference charges / reports in VMBOL?

Yes.

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What software do I need to use BT MeetMe with Dolby Voice integrated with WebEx?

You will need:

  • Cisco WebEx software, which can be preloaded on your device or loaded each time you have a WebEx meeting
  • WebEx productivity tools plug-in
  • Dolby Client plugin

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I am worried about call quality on my BT MeetMe with Dolby Voice call when using the WebEx data sharing features.

Here are 3 tips

  1. Check your computer CPU usage. If it goes above 70% while on a call you may get audio quality issues (warbling, voices cutting out, clipping). You may need to close some other applications.
  2. You should ideally use a wired connection; Wi-Fi can cause sound issues.
  3. Try disconnecting your VPN, this may help reduce latency and packet loss which causes sound issues.

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Why does my connection keep dropping?

The BT MeetMe services with Cisco WebEx client displays your status during your call: it will say connected or disconnected. You may keep getting disconnected from the conference if you are on a wireless connection or connecting over your corporate network (VPN). Try to disconnect and close the meeting and rejoin. Make sure that if you are the chairperson you allow others to remain in the meeting when you leave, so you can log off without affecting anything.

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How can I test my internet speed to see if that might be an issue?

Go to www.speedtest.net and run test to get the details for upload/download speed.

  • You need to have at least 118kb network bandwidth download and upload available (this is applicable to BT MeetMe VoIP)
  • You have at least 100kb network bandwidth available download and upload (this is applicable to BT MeetMe with Dolby Voice)

A faster connection will provide a better quality experience.

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What happens if my VoIP audio conferencing service is not working?

In the unlikely event that this occurs you can use your regular BT MeetMe service, select Call Me or I Will Call In from the WebEx audio options for simplest access.

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Can BT MeetMe VoIP be used outside of WebEx?

No, the VoIP functionality can only be used while in a WebEx session.

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Can BT MeetMe with Dolby Voice be used outside of WebEx?

Yes, BT MeetMe with Dolby Voice allows you to access Dolby VoIP in multiple ways: desktop browser, mobile app, Dolby Conference Phone, provided you have downloaded and installed the required software for each additional feature.

Integration with mobiles to allow WebEx and BT MeetMe with Dolby Voice on mobile services will be developed later.

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