Question 1

When will I receive my confirmation email with the dial-in details after submitting my email request to booking@viavid.com?

Accepted Answer

Our standard turnaround times are:
Requests sent in the morning will receive the confirmation by the end of the day.
Requests sent later in the day will receive the confirmation by the end of the following day.
For more complex reservations (multiple calls, specialized requests) it may take up to 48 hours to
receive confirmation.

Question 2

What is a CallMe link used for?

Accepted Answer

For those that must connect near the start time we offer the CallMe solution. This allows participants the
ability to enter a call bypassing the Operators. With this function the bridge dials out to individual
participants after they click on the CallMe link. This feature is available for all calls on our primary bridge and
allows participants to be dialed out to, by clicking a link on their computer and being placed directly into the
call. Participant information is captured on entry and appears in the online view for Q&A and is available on
the final participant list. This service is optional only and is not required to be distributed in your press
release. Your webcast link is completely separate and is not related to CallMe.

Question 3

How do I request a demo or dry run prior to our call/webcast?

Accepted Answer

Demos or dry runs can be requested by contacting booking@viavid.com or included in your scheduling
request. Please provide the service(s) required and any specific items you would like to cover.

Question 4

What is the best way to submit an urgent request needed in less than 12 hours?

Accepted Answer

Call 1-888-562-0262 and select option 5.

Question 5

What is the timeframe to cancel or reschedule a call?

Accepted Answer

Please notify booking@viavid.com at least 24 hours to your call to avoid incurring fees.

Question 6

When will I receive our participant list after a call?

Accepted Answer

Participant lists will be provided by close of business Pacific Time on the day of your live call.
For URGENT participant list requests, please call 1-888-562-0262 option 1.

Question 7

How do I provide feedback after an event to open a trouble ticket to be researched? What is the standard turn around time for receiving an update to a trouble ticket?

Accepted Answer

Please immediately notify booking@viavid.com to report issues experienced. We will start the research right
away and provide a response as soon as available, typically within 3-5 business days.

Question 8

After our pre-record session, when will I receive the audio file to approve?

Accepted Answer

Standard turnaround is 2 hours after pre-record session is completed. (This may vary based on number
of edits required and call volume at the time of pre-record)

Question 9

For pre-recorded audio files, when must the approval be received by for the file to be uploaded to the bridge in time for our call?

Accepted Answer

Please see your pre-record confirmation for details on specific approval time noted at the bottom. If
there isn't one noted, please approve by 8 pm ET the day prior to your live call.

Question 10

Are same day pre-records available?

Accepted Answer

Same day pre-record sessions or edits to pre-recorded files are not allowed due to the challenge with
aligning resources prior to the call. We are not able to guarantee the recording will be available by call
start time.

Question 11

When will I need to submit my final PowerPoint file for a webcast?

Accepted Answer

Please send final PowerPoint presentation slides 24 Hours prior to the event.

Question 12

Can I test my system before the event?

Accepted Answer

Yes. Test your system at least 48 hours before the event scheduled start time with the same devices and
network you plan to use during the Live event. Click here to run the system test run the system test.

Question 13

Can I preview my event?

Accepted Answer

Yes. You can preview the event window as your audience will see it or enter the Live Studio before the event
and preview the slides and other content you plan to present. Follow the link that you received from your
webcast confirmation, and you will see:

View Event to complete the registration and see the event window as an attendee will.
Launch Live Studio to review slides, overlay videos, surveys, and other content.If you’re a presenter, sign-in to the Guest Admin site and click:
Audience Webcast Link for the attendee view.
Live Presenter Studio to review slides and other content.

Question 14

How do I know if my event is live?

Accepted Answer

In the Live Studio, the event status at the top of the Live Studio displays as On Air. Your event is live and is
broadcast to the audience once you click Start Webcast in the Live Studio.

Question 15

Why don’t I hear any sound from the video player preview in the Live Studio?

Accepted Answer

To prevent audio feedback, presenters don’t hear their own audio in the Live Studio by default. To preview what
the audience hears before going live, in the Broadcast Controls panel, on the video player, click Listen to
Presenter Audio. When finished, click Stop Listening to Audio.

We don’t recommend listening to the presenter audio when the event is live.

Question 16

Where can I see the list of attendees watching the Live event?

Accepted Answer

The event info bar at the top of the Live Studio shows how many presenters and attendees are in the event. To
view the list of attendees, at the right of the event info bar, click Details.

Question 17

Can I see the actions other presenters have taken during the event?

Accepted Answer

Yes. Moderators and presenters can view a log of presenter actions during the event and moderators can also
view the activity log after the event ends. The log includes the date and time, presenter name, action, and
element that the action was performed on.
To view the activity log during the event, in the Live Studio, in the event info bar, click Activity. To view the log
after the event ends, edit the event and on the Event Summary tab under Live Event Activity, click View Activity
Log.

Question 18

What do attendees see when the event has reached maximum capacity?

Accepted Answer

When attendees join an event that reached maximum capacity, a message displays that says: “The event you are
attempting to view has reached its maximum capacity. Please try again later.”
All events allow for unlimited registration and include a 10% buffer above the scheduled audience size. For
example, if an event is scheduled for 1,000 viewers, 1,100 viewers can attend the event.

Question 19

What does the audience see before the event is live?

Accepted Answer

Before the event starts, the audience sees a welcome message that tells them the event hasn’t started yet and
the video player plays music and also displays a message that tells them the event hasn’t started yet. The
audience can ask questions but does not see any event content until the event is live.

Question 20

Can presenters communicate privately while the event is live?

Accepted Answer

Use the Presenter Discussion in the lower left corner of the Live Studio. Type a message into the box provided
and click Submit. A chat log will appear above.

Question 21

Which audio stream should the speaker listen to when managing PowerPoint slides?

Accepted Answer

The slides will sync with the audio from the operator assisted call. The person managing the PowerPoint slides
will dial into the operator assisted speaker line and turn slides. Be sure to mute the webcast audio while
turning slides.

Question 22

Where can I find questions from my webcast audience?

Accepted Answer

For webcasts provided by ViaVid, the Q&A queue is displayed at the bottom of the Live Studio (for moderators
and presenters) or in a separate window (for guest admins who are managing Q&A only). The Q&A queue
refreshes automatically as questions are submitted and answered.

Question 23

How do I answer a question?

Accepted Answer

In the Q&A queue, click the New Questions tab if it isn’t selected. Next to the question you want to answer,
click Answer and type your response. Then, select whether you want to send the answer only to the person who
asked the question or post the answer publicly. You also have the option of verbally responding to the
questions. Please state the question first as it is sent privately through the platform.

If you have an operator managing the conference call portion of your event, the operator will only have access
to questions submitted by phone. The operator will not have access to the webcast questions.

Question 24

After my webcast, how do I access participant reports?

Accepted Answer

Please use the presenter link and login information provided under the webcast section at the bottom of your
confirmation email.

Select “Run Report” and “Run My Report” to view post-event report.

To export webcast participant report, press one of the buttons or choose from three options. CVS, Export to
Excel, or Send as Email

Question 25

Why are some participants highlighted in blue on the participant list?

Accepted Answer

Registrant lines are highlighted in blue when the same email address was used to view the event in multiple,
overlapping sessions. Usually, this is because the attendee was watching the event on multiple devices, or the
same email address was used by multiple attendees to view the event.

Question 26

How long is the webcast replay link available for?

Accepted Answer

The webcast replay link is available for 12 months from the event. You can log in anytime to view or download a
report of who has viewed the on demand event.
Please send a request to booking@viavid.com should you wish to purchase an MP4 of the event to make the
content available for longer than 12 months. You can post the file on your website once the webcast expires.
You will no longer receive the reporting on who has viewed the report but can make the content available to
viewers after the expiration date.

Question 27

When will I receive my invoice?

Accepted Answer

Invoice close dates vary. Please send questions to accounting@viavid.com.

Question 28

What is the USF fee?

Accepted Answer

The USF is collected for the Universal Service Fund (USF), which is operated by the Federal Communications
Commission (FCC). The fund subsidizes telecommunication services in the US for low-income households, high-
cost areas, schools, libraries and rural health care facilities. All telecommunication providers operating in the US
are required to contribute to the USF. The contribution factor is set by the FCC and changes quarterly. USF
applies to your conference call minutes. It does not apply to conference replay minutes, webcasting,
transcription services, etc. Additional information can be found on the FCC website: https://www.fcc.gov

Question 29

How do I reach an Account Manager to assist with questions about booking my reservation and/or answering pre-event questions?

Accepted Answer

Please send an email to sales@viavid.com or call 1-888-562-0262, option 3.

Question 30

What are the turnaround times for transcription?

Accepted Answer

4-6 hours
24 hours
48 hours

FAQs

Conference Calls

Pre-recorded Calls

Webcasts (Pre-event)

Webcasts (During-event)

Webcasts (Post-event)

Billing

Sales Support

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