Read some of the most frequently asked questions about what the Assist Production Services team can do to make your Webex Meetings, Webex Events (classic), or Webex Webinars a success.
Will my Producer share the presentation content, either with application sharing or screen sharing, or on my behalf during a Webex meeting, event, or webinar?
Our best practice is to make sure the presenter is comfortable sharing their own content through training and support, as the presenter has the best understanding of their presentation. If the Producer needs to share the content, it takes focus away from managing the meeting, event, or webinar, and can impact timely responses to technical questions from the audience as well. We cannot guarantee that technical problems won’t occur during the sharing of your content, such as power failure or internet connection loss. If, after discussing the risks with your Producer, you prefer to have them share your content, they'll do so to the best of their ability.
If you're broadcasting a webinar in webcast view, the Producer’s ability to multitask between running your content and managing the webinar is especially limited.
Will the Producer assist me with managing Slido content in my webinar?
Yes. Please invite your Producer to collaborate on your Slido content by selecting the Share menu option when you create your webinar with your Webex Slido license. Your Producer will assist you with creating polls if needed and will discuss the best way to share the polls, questions (if used) and results for your type of Webex session.
What is the best way to share a video file in a meeting, webinar, or event?
The preferred method varies depending on the type of Webex session you are conducting. For Events (classic), the preferred mode is to share a file in the content viewer. For a meeting or webinar, use Desktop or App Share, in Auto-Optimize or Optimize for Motion & Video mode, with Computer Audio sharing selected (unless you prefer not to share the video’s audio track).
Will the Producer moderate audio Q&A for me?
The Producer can mute and unmute attendee audio within a meeting or webinar, but not in a webinar in webcast view, as attendees can’t unmute in a webinar in webcast view.
In a meeting or webinar, attendees can raise their hands to signal they want to be unmuted. The Producer can then unmute the lines in turn and introduce that attendee on the call, muting them again after their question.
What is the best way to manage a Q&A session during a large webinar?
The easiest way to manage the Q&A in a large (high attendance) webinar is with Slido or the Webex Q&A panel, where attendees can submit their questions in writing. Slido has the added advantage of allowing the audience to up-vote questions, so you can respond to those that hold the highest interest among your audience members. If possible, having a moderator read the questions for the presenters to respond allows for a more natural, conversational tone.
Please discuss privacy/anonymity requirements with your Producer.
How far in advance should I reserve Production Services Assist services, and what deadlines should I be aware of for planning?
You'll have the best availability if you book at least 3 weeks before your webinar or event. If you are using Premium Assist, please plan to have your rehearsal two to three days before your webinar or event, and try to have your presentation materials as complete as possible at that time. If you would like your Producer to import your materials into a webinar or event and review for rendering accuracy, they should be delivered to the Producer at least 24 hours before your webinar or event. If your slides use custom fonts and you will not be using Desktop or App Share, please also include the font files for us to install.
How do I identify the maximum attendee capacity for Webex Webinars/Webex Events (classic) with my host account?
Your Webex site administrator will have this information. Please contact your site administrator or Cisco account team.
Is my Producer a technical support representative?
No, Producers are trained and certified in best practices delivering a meeting, event, or webinar. The Producer can answer basic technical questions for audience members in the Q&A window and will assist panelists and presenters in joining the session. More comprehensive technical issues will be escalated to technical support.
Will my Producer be able to prevent technical issues from occurring during a meeting, event, or webinar?
No. Your Producer will assist in keeping the meeting, event, or webinar running and provide workaround options if a technical issue should arise. More complex technical issues related to service outages or site issues will be escalated to technical support.
Can my Producer monitor packet loss and technical information during meeting, event, or webinar?
The Producer will be focused on managing your meeting, event, or webinar, and will not be monitoring technical tools. We do have a standalone Technical Monitoring service as well as a Premium Plus Assist, which includes both the Producer support and Technical Monitoring staff.
How quickly can I expect a response from my Producer when I email questions to them regarding my meetings, events, or webinars?
Producers work varying shifts and are often supporting live events with customers throughout the day. Producers typically respond within one business day.
What format will you use to provide my recording?
We have two recording types: internal to Webex recording, and a screen capture recording taken from the Attendee view. The internal recordings are MP4 or NBR format, and the screen capture recording can be provided in either WMV or MP4 (your preference) within 24-48 hours after your meeting, event, or webinar. For longer recordings, more time may be needed for processing and editing.
Do Producers support any released version of Webex?
Yes. Production Assist Services supports all generally available versions of Webex and associated apps, such as Slido. We begin formal training on upcoming releases approximately one month in advance and hands-on training as soon as the release is available to internal beta sites.
External beta/public preview releases are not supported nor recommended for use outside test environments prior to general availability.
The Production Services team is US-based
Business hours: 4 AM—9 PM Pacific Time (M—F)
Service outside these hours may be available if scheduled in advance
For questions, email firstname.lastname@example.org
New reservations: 3 business days
Change requests to our Scheduling Team: As soon as possible within business hours if scheduled in advance