Frequently Asked Questions

Phone Commands are telephone/dial-pad control (DTMF) functions that allow the host to manage the conference.

The phone commands are:

----------------------Moderator Menu-------------------

*1 Mute / Unmute. (User can be permanently muted, by using the 'listen only' conference creation option 
*2 Lock / Unlock the conference (User can stop other people from joining the conference) 
*3 Eject the last user 
*4 / 6 to decrease / increase the conference speaker volume. 
*7 / 9 to decrease / increase your microphone volume.
*8 to exit menu.

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-----------------------User Menu------------------------- 

*1 Mute / Unmute. (User can be permanently muted, by using the 'listen only' conference creation option) .
*4 / 6 to decrease / increase the conference speaker volume.
*7 / 9 to decrease / increase your microphone volume.
*8 to exit menu.

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Web Controls allow the host to manage the conference from an online screen. Moderators can view who has entered the conference, mute and unmute participants, etc.

No. We have a reservationless system, You can make a reservation, but you do not have to.

Yes. Both timed and recurring conferences can enable recording, download and storage for at least 14 days.

Recordings are saved in MP3 format and can be downloaded through the control panel.

The recoding is available as a download approximately 2-3 hours after the conference is complete. Our service waits for the most appropriate time to convert the file as it uses system resources that could interrupt the quality of teleconferences.

Recording is available on the trial plan.

We can investigate adding that country to our available dial-in locations.

Some countries have restrictions on requiring a local resident be assigned as the contact for telephone number.
Others we can order a number from and add it to our existing pool of numbers with in a few hours.

We expand our available numbers every few months as we invest in expanding our reach. The countries we expand into is a direct result of our customers asking for local numbers in that country, if you would like a number in a specific country activated we can process the request for an administration fee of $20.

Contact us for more information.

Greymouse Teleconference is owned and managed by Australians. We are not a large organisation and we are only focused on Conferencing Services. We are committed to bringing you the service you require to operate your conferencing service.

I have seen lower prices on the Internet

We have an article on our blog about the US free conference bridges about their reliability and who actually pays for the cost of the service. If your matching prices between company's also include the cost of recording and downloading the recording, some company's charge $20-$50 per conference recording - we offer it FREE! Also some services advertise a rate that is only applicable in one capital city (EG: Melbourne) and have a higher rate from other states, its important to include this in your calculation when pricing conference services.  If you find a better price, come to us with a competitors quote and we will match it.

Calls Forwarded Overseas

This means that not only will sound quality be extremely variable, there will also be a long delay when people speak, because the sound has to go all the way to the UK or USA and back.

Overseas Service Providers

When using overseas services you need to remember your costs when dialing the international numbers. This means your customers won't appreciate having to dial an international number to get on a conference with you. Also remember to consider the exchange rate.

Calls go over the Internet VoIP

VoIP (Voice over the Internet) rarely provides adequate sound quality for teleconferences. Providers like Skype have a maximum of 25 participants. These providers also require that everyone has the same software and Internet access.

I can use skype to conference for free

Skype is great for small and quick conferences, however Skype has a participant maximum of 25 lines, and all users require Skype to use this facility (Or through Skype out). There is also the risk of having audio quality issues as their service is depended on the end users Internet connection. Read More...

Should I expect to sign a term contract?

No, Some providers, in exchange for a lower rate, may ask you to sign a contract locking you in for 1-3 years. Don’t sign it. Most companies have the same services, so shop around.

When am I charged?

You will be sent an invoice once the conference call has ended, The terms of the invoice are 7 days.

Company's such as government organisations that are required to maintain high levels of security typically deploy their own internal conferencing bridges on a private network where communications can be encrypted.

Virtually every other type of organisation confidently utilises the outsourced services in the knowledge that security will not be compromised and that there are some security risks from having the service outsourced and managed by an external company.

Below is the information to mitigate these risks:
As with any password driven service we recommend to change your security code(s) often. This includes both your conference room numbers and your account password.

If any of your conference call participants leave the company, change your security code(s).

When distributing meeting details only send to people who need to know and avoid using large distribution lists, never distribute the moderator security code.

To increase the conference security you can optionally use a room pin.
This means that the person joining the conference needs to know both room number and room pin.
Also the enter and exit tones let you know when an additional participant has joined the conference, this is also visible through the conference control panel.

Recordings are initially only allowed to be accessed by the account owner for the specific account.
This gives the account owner the option to make the recording publicly accessible if they choose.

Greymouse has non-disclosure and privacy agreements in place between our staff and the third parties company's we contract. Your privacy of your account details and conference recordings are protected at all times under this agreement.

The Greymouse staff will never join a conference or listen to a recording unless the customer has advised us to do so.

Greymouse also takes steps to insure our hardware/software is secure.
Our equipment is housed in a data centre with 27/7 physical security, preventing unauthorised access to our equipment.
As well as the software is constantly updated from security vulnerability protecting from software attack.

Greymouse Teleconference owns and operatres its own custom conference bridges. This means we are able to add customisations very quickly, this enables us to stay up with the fast changing technology such as Skype integration, direct SIP connections & making technical changes our customers request.

We also have implimented a backup failover stratagy that will ensure in the event of server failure that our second server will continue to take and brige calls. This service is online availabile by a select few companys however their cost of implementing such a solution makes their prices uncompetivie with us.

We have also added international dial-in numbers that makes our service extreamly competivie as through these local telephone numbers your particpants internationally can dial into the service at the cost of a local telephone call.

Features such as Skype integration reduce the cost of teleconferencing as they don't use the traditional teleconference infrastructure that has an associated back end cost.

This is optional, the security codes protect your conference and allow you to identify who is a Admin User and who is a Generic User. This is a useful option for if you would like the teleconference to start once the Admin User has joined, such as a Training Seminar Teleconference.

Greymouse Teleconference allows people to teleconference across standard telephones for the cost of a local call for the particpant. You only need your Home / Office / Mobile phone to teleconference.

We also support connecting to our service through Skype.
Connections through Skype are charged at a seperate rate and also provide a high definition conference quality for other participants and recording.

The Internet is only used to create, schedule & manage teleconferences and its not required when the conference is running.

A teleconference is a meeting or conference held via a telephone connection between participants in remote cities or work sites. Many types of teleconferences exist, with the simplest form involving the use of two telephones at each location to conduct an audio conference.

Although teleconference is a broad term that includes a variety of options, the basics for all teleconferences involve the use of telecommunication equipment, users at multiple locations, and collaborative communication between the participants. The basic audio conference is in essence a conference call.

Yes we currently have 5 Toll Free numbers in: Australia, Canada, Ireland, New Zealand & United StatesWe provide separate pricing for a country local Toll Free number compaired to an International Toll Free number.Please review our pricing page for further information.

Yes. Maximum call duration for a single conference call is 3 hours.
Most teleconferences are around 1-2 hours.
If you require longer, please contact us.

The maximum conference size is 50 participants.

Anyone who hosts or wants to host conference calls will find Greymouse Global better quality and less expensive than most Teleconference service providers.

GreymouseGlobal, a global hosted teleconference service provider, many business have a conferencing feature built into the internal telephone system, but these facilities are limited to a few callers and are costly addons for a BPX system with out them.

Our service offers an alterative, we own, run and manage the conference bridge solution so you don't have to.
This leaves you free to use it as little or as often as you like with out any upfront cost to purchase hardware or require any additional telephone line capacity at your premise.

We have local telephone numbers in over 20 countries that allow particpants with in that country to dial in at the cost of a local call or at most a long distance call. We have a large capacity of lines comming into our system and allows for large scale conferences to be run.

We also have additional capabilites that are not normally found in an on premise solution such as recording capabilities, telephone playback, Skype-to-Skype calling & dial out / call back facilties to dial anyone anywhere in the world and bring them into your conference call.

Customers who benifit most from our service are companies with distribuited workforces either national or global workforces can join a conference call from their home or office place and save the cost of the flight or travel.

Our participant self invite feature allows a participant to call themselves.
This means our service calls their direct telephone number, the participant does not pay for the call, they only answer the call.

Enter your name, Conference Room Number (If not already set), Your Telephone Number, Repeat the security code.
Then click 'Call Me'.

Your phone will ring and to accept the call press 1 on your keypad.
Note: This only allows access for you to call up to 10 minutes before the conference start time and is disabled after the conference finishes.

Our Skype account is: join.teleconference Steps to call into a conference using Skype

• Make sure you have an updated Skype version, (Help, Check for Updates).
• You need a conference room booked & have the room number handy.
• On Skype either select "Call Phones" or "add a new contact"
• Enter join.teleconference as the number to call or contact to add
• Or click Join Teleconference with Skype
• You will be prompted to enter the room number followed by the hash/pound key "#".
• To access Skype's keypad press the down arrow near the volume control, then click 'display dialpad'.
• Once you have entered the room number followed by #, you will now be in the conference. (If your the first participant, you will hear music)

Currently to delete scheduled conferences you need to contact support.

We can additionally notify participants that the conference was removed/rescheduled.

To close a non timed / permanent conference room, click on the conference room then select "Terminate & Release Number".

You can access your conference call by dialling into our conference with three easy steps

1. Participants dial a telephone number (Listed on the Right)
2. Enters the conference Number followed by # (Pound/Hash Key)
3. Enters a security code followed by # (If Applicable)

We also provide other options such as our system calling a participant at a specific time or they can also call them selves through entering their telephone number into a web page and clicking call.

You will need to provide the following details:

• Your Full Name.
• Phone Number.
• Conference Password
• Company Name
• Company Address

You can create your account online by Instant Signup at the top of the page or by calling our support team, phone numbers are on the left.

Phone Commands are telephone/dial-pad control (DTMF) functions that allow the host to manage the conference.

Our phone commands are: (These may be different to other service providers)

-----------------------User Menu-----------------------
*1 Mute / Unmute. (User can be permanently muted, by using the 'listen only' conference creation option)
*4 / 6 to decrease / increase the conference volume.
*7 / 9 to decrease / increase your microphone volume.
*8 to exit menu.
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If you would like your account disabled, please contact support.

Because you only pay for what you use, having your account sit idol wont cost you any money.

Prepaid
Prepaid requires buying credits before conferencing, once we have confirmed the payment amount you will receive the credits on your account.

When creating a conference the system will verify if you can create that conference based on the amount of credits you currently have.

While conferencing your credits will 'tick' down. If you run out of credits while in a conference the conference will end.
Note: A warning will be sent when you are low on credits.

At the end of each billing cycle you will be sent your invoice via email.

Invoice:
Our system records the amount of time each person is in the conference (based on seconds) an invoice is generated and emailed out.

For this option a company must contact support for verification.

Note: Some options are locked and require contacting support (EG: Secondary International Dialling Band)

To see a sample of the invoices we produce, click here

Yes, your account allows you to manage an unlimited number of teleconference rooms.

Currently there are three major categories of teleconferences:
Timed Conferences, Permanent (Non-Timed), Recurring (Timed)

No, Not at this stage.
Please contact us as we might be able to work something out.

The key is # on the phone, located under 9 and across from 0

If you hear an echo on your conference call, there is most likely someone (Or yourself) on the conference call that has a speaker/microphone that is causing the feedback. If your speaker is loud enough for the microphone to pick up the sound signal it will play it back into the conference. The best thing to do is mute the person from the website, or reduce your speaker volume. Sometimes it can also be the phone that you are using, or the line that its passing through to be connected into the conference, if your problem is persistent try another handset or phone line to see if the problem still exists. If its still continuing to exist please contact  our support team.

Although there is no time limit on the record feature - be aware that the file size is a direct correlation to the length of the conference.

Types:

Timed conferences have a start time and an end time.
They allow for recording and inviting users to separate conferences.
- Normally used with customers or once off conferences.
- Also has recording option.

Non timed conferences are open and available 24/7/365.
They don't allow for recording, but provide a single room number to distribute between staff members.
- Normally used for internal staff and regular meeting rooms.

Recurring Conferences allows for creating a conference with an end time, but scheduling it (daily, weekly, fortnightly etc)
It retains the same conference number throughout the recurrence and allows for recording.
- normally used for customers & staff as regular meeting rooms, with the protection that its only available between the times you specify.

Invite system

We have a two type optional invite system.

Email
This allows you to email participants informing them of the conference details and how to access the conference.
The account owner will receive the email even if no participants are included in the email invite.
- This means you can edit the email and send through your own system if you wish.

Telephone
Our telephone invite system calls participants directly at the time of the conference.
This option only works for direct numbers, such as home, mobile or direct office numbers.
It requires the participant to accept the call by pressing the digit 1 on their telephone.