support

For a comprehensive overview of all available features, including easy to follow how-to guides and FAQs, please visit our new support portal:

support.freeconferencepro.com

 

TECHNICAL DIFFICULTIES

SETTING UP CONFERENCE CALLS

ACCESSING CONFERENCE CALLS

HOSTING CONFERENCE CALLS

CALL RECORDING

CUSTOMIZATION & PERSONALIZATION

 

TECHNICAL DIFFICULTIES

  • I have not received an email confirmation from FreeConferencePro.

    Your email is sent instantly but it does contain the word FREE in it and may be routed to your junk mail folder by your email program. If you have signed up and did not receive your confirmation, please contact support.

  • I entered my Access Code, but the system says it is invalid.

    First make sure you are entering the correct Access Code and dial it slowly (to ensure that you have access to Host features, make sure you enter your Moderator Pin). If you have forgotten your Access Code, please log in to your FreeConferencePro account. Your Access Code is shown on your Dashboard.

    If you encounter this problem while using a VoIP/SIP device or a mobile phone, the audio quality may prevent our system from recognizing the keys (DTMF tone) you entered. A potential workaround is to mute your phone when entering the Access Code. This ensures that only the tones of the buttons being pressed are “heard” by our system.

  • I can't log in to my Portal.

    Be sure to log in with your accurate User Name and Password (they are case-sensitive). If you copied and pasted either of these into the login box, extra characters or a space may have been added, which will make your information appear incorrect. If you have forgotten your User Name or Password, please use forgot password page to reset your password.

  • There is echo or background noise on the call.

    Echo or noise can enter the conference through the telephone lines used by one or more of the participants in the conference. Since all lines are bridged together, a conference call can only be as good as the worst connection on the call. We strongly recommend that all participants, whenever possible, avoid using cellular phones, cordless phones, headsets, etc. If you encounter an echo or noise during your conference you can try the following procedure: Ask everyone to mute themselves using touch-tone *6 on their phone keypad. Then ask each participant, one at a time, to un-mute him or herself (again using touch-tone key *6). When the echo or noise returns, the "culprit" will have been identified. That person should be asked to hang up and dial back in again, using a different telephone if possible.

  • How do I change my time zone?

    Your time zone is automatically tracked based on the time zone of your computer or phone. To view your current time zone, log into your FreeConferencePro account, click Settings at the top, then Time zone on the left.

  • Can I get a telephone number for customer support?

    We do not offer telephone support for our free services. We do, however, offer human support by email. All inquiries will be responded to within one business day.

 

SETTING UP CONFERENCE CALLS

  • How do I set up a conference call?

    For an On-Demand Conference call, just provide your participants with the date and time of your conference call, along with the Conference Dial-in number and your Access Code – that‘s it. Your conference room will be ready and waiting for you and your participants to call in. If you want to host a Scheduled Conference call simply log into your FreeConferencePro account and click Schedule.

  • Do I need to schedule my conference call?

    No, not unless you want FreeConferencePro to send you and your participants invitations that include the conference details. If you don‘t need these features, all you need to do is to provide your participants the date and time of your conference call, along with the conference Dial-in number and your Access Code – that‘s it. Your conference room will be ready and waiting for you and your participants to call in.

  • Can I set up a recurring conference?

    Yes. When scheduling a conference click Set to repeat to choose how often, and how many times you want the conference to repeat.

  • How much lead time is required before a conference?

    Conference calls can begin as soon as you can provide your participants with the Conference Dial-in number and your Access Code, and they can dial in.

  • Can I get toll-free (800 number) access to the conference?

    On the free plan, we do not provide toll-free Dial-in numbers. Our U.S. Dial-in numbers may be domestic long distance calls for conference participants, but many — if not all — participants will likely have free, bundled, or unlimited long distance as part of their calling plan.

  • Do you provide local numbers to reach your service?

    No, we only provide phone numbers in certain area codes because our systems are located there. If domestic long distance is included in your or your participants' phone service plan, calls to those area codes are completely free.

 

ACCESSING CONFERENCE CALLS

  • Can I use a calling card when dialing into the conference call?

    Yes. You can use any telephone connection method that provides access to a US based-telephone number, including calling cards and 10-10 numbers.

  • Can I call in to the service from out of the country when traveling, for instance, in Europe, Canada, Asia, or Latin America?

    Yes. You should be able to reach our conference systems from anywhere in the world. Of course, you will incur international long distance charges if you are not within the United States when you call.

  • Can international callers participate in my conference call?

    Yes. Any caller able to dial a US telephone number will be able to access our service and join a conference call.

  • Can I dial out from a conference to join participants to the conference?

    Not at this time.

 

HOSTING CONFERENCE CALLS

  • What will the first caller hear upon calling the conference number? Do you have music-on-hold?

    The first caller to arrive for a conference hears music until the second party enters the conference.

  • Can a participant call in to a conference before it begins and wait?

    Your participants can call into conference at any time, but they will hear music until another party joins the call.

  • How do I dial in as a host?

    To dial in as a host, please enter your Moderator Pin instead of your Access code when prompted.

  • Can I have multiple hosts in a conference call?

    Yes. Simple have all hosts dial into a conference call with the same Moderator Pin.

  • How does a Host manage a conference?

    When dialed in to a conference using your Moderator Pin, you may either manage the conference with your phone keypad or join the conference online using your FreeConferencePro account.

  • Does the Host have muting controls?

    Yes. The Host can mute all participants by pressing touch-tone *7 on his or her phone keypad. The Host can mute and un-mute himself by pressing touch-tone *6. Participants may mute and un-mute themselves by pressing touch-tone *6 on their own respective phone keypads.

  • Can I have guest speakers and mute everyone else?

    Yes. Joining your conference online gives you the ability to easily mute or un-mute all users or just specific users.

  • Can I speak to an operator?

    There is no operator available with FreeConferencePro services.

  • How do I stop Entry and Exit Tones?

    You can turn on or of entry and exit chimes/name announcement by logging into your FreeConferencePro portal, then Settings at the top and Chimes & name announce on the left.

  • What conference features do Participants have during a call?

    When on a FreeConferencePro call, participants have the ability to:
    *2 Raise or lower their hand
    *6 Mute or unmute their line

 

CALL RECORDING

  • How do I record a call?

    If you have one of our plans that include recording, you can record a conference at any time during a call by selecting *9 from the telephone keypad (you must dial in using your Moderator Pin in order to access this capability). Your call will then be recorded and posted under the Recordings section of your FreeConferencePro Portal.

  • Where do I find my recorded conference call?

    Log into your FreeConferencePro account, click the menu icon in the upper right, then Recordings.

  • How do I listen to my recordings?

    Your recorded conferences can be accessed 24/7 by going to the Recordings page in your Portal. Call recordings can be downloaded from the Recording page. You will also be sent recordings after each conference by email.

  • Can I allow others to listen to the call recording?

    Yes. Simply send them the downloaded file or the link to the call recording from the Recording page.

  • When and how long will the recorded calls be available in my Portal?

    Currently recordings are saved in your account indefinitely.

  • How do I delete a recording?

    Log into your FreeConferencePro Portal, go to the Recording page, locate the recording you want to delete and click the delete button associated with that recording. Once the recording is deleted, it is permanently removed from the system..

 

CUSTOMIZATION & PERSONALIZATION

  • How do I customize the system welcome greetings for my company?

    Please visit our pricing page for more details.

  • How do I change my Passcode or Host ID?

    You can change either your Access Code or Moderator Pin, or both, anytime and as often as you need by logging into your FreeConferencePro account and going to Settings, then Access code or Moderator pin respectively.