What Information Do I Need to Provide when I have Audio Conference Issues?

What information do I need to provide when I have audio conference issues?

What information does Webex need to investigate teleconference problems?

What do I need to provide when I report an audio conference issue?


To help investigate audio issues, provide the following information:

  • Were you in an online meeting with integrated audio conference, or were you joining an audio conference only?
  • What was the exact error message heard or symptoms experienced?
  • Were there any problems in the data portion of the online meeting?
  • What phone number were you dialing From?
  • Who is your telephone service provider? (e.g. AT&T, Sprint, etc.)
  • What type of phone or audio hardware did you use? (e.g. IP Phone, standard landline, Mobile, Handset, headset, etc...) If joining from a mobile phone, specify phone model.
  • Where did you join from? Specify city and country or state.
  • How did you connect to the audio conference? (e.g. Called in, Received call back, Joined using VoIP)
    • If you called in:
      • What phone number did you dial, including country code?
      • Was this toll or toll-free?
    • If you used call back:
      • What phone number did you enter to receive the call?
    • If you used VoIP (Connect using Computer):
      • What type of Internet connection do you have? (e.g. T1, cable modem, Wi-Fi)
      • Who is your Internet Service Provider (ISP)? (e.g. Comcast, Time Warner, AT&T)
      • Are you on a wired or wireless connection?
  • What is the specific date and time when the problem occurred? Specify your time zone.
  • What is the Meeting Number or access codes of the affected meeting?
  • If disconnected, were you able to reconnect?
  • When does the issue occur? (e.g. when dialing, while entering the meeting number/access code)
  • Is the problem experienced by the host or by attendees?
    • If HOST, what is your username?
    • If ATTENDEE, what is your email address?
  • How many participants experienced the issue?
  • Are you using a corporate phone (PBX) or a residential phone line?
  • Have you experienced this specific issue before this occurrence?

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