Service Provider FAQ

Service Provider FAQ For Digital Services

Webex

Do you need an account to use WebEx?

Prior to the event, a member of the Spectrum.Life team will reach out to you with the event date and time. In this email they will supply you with Webex login details (Username and Password). The login username will vary depending on the Webex license being used to host the meeting.

What requirements are there for doing a WebEx event?

When going live on webcam for a Live Seminar, Workshop or Class, please ensure you are following the recommended requirements:
• Computer or laptop
• Clean, private, uninterrupted space with appropriate background
• Good internet connection
• Web camera with good quality picture
• Microphone with good quality audio
• No brands visible on clothing

How long before my event should I log onto the WebEx Licence?

15 minutes before your event begins log into Webex.com using the details provided by Spectrum.Life.  

Do I need to install WebEx to my computer for the event?

Yes, you will need to download and install Webex prior to your first event.

How do I start my Live Seminar, Workshop or Class on WebEx?

When logged in to the assigned WebEx licence, you must click “WE” at the bottom left of the screen. To see the scheduled event click site events and then start to begin the event. Once the start button is selected the Webex app will open.

How do I set up my computer to present?

Once the meeting has opened, it will give you an option to use computer for audio. When computer Audio is highlighted, select “Internal Speaker” at the bottom right of the screen to ensure both speaker and microphone are correctly, this is done by clicking the ‘Test’ button. If both sound like they are high quality, you may click the start event button.

Will my webcam be off when I start my event?

Once you have started the meeting, you will be immediately be visible to all attendees. They will be able to see and hear you.

How should I start my Live Seminar, Workshop or Class?

Begin the seminar by introducing yourself and whether you are there on behalf of Spectrum.Life or Laya Healthcare. Use this time to instruct attendees how to ask questions. All attendees will be able to see and hear you, but they are muted by default upon joining.

How can my attendees communicate with me during the Live Seminar, Workshop or Class?

There are two options for attendees to ask questions: through the raise hand function and the chat/Q&A function. 

How can my attendees flag issues during the Live Seminar, Workshop or Class?

Attendees can flag issues on their end by using the raise hand function or through the chat function. Issues could be along the lines of the attendee having difficulty hearing you, or that your webcam isn't on for the attendees to see you. 

How can my attendees ask questions during the Live Seminar, Workshop or Class?

Attendees can ask questions through the Q&A function. You will be able to manage which questions you have addressed to ensure that in the 20 minute recommended slot that you can efficiently answer as many attendee queries as possible. 

How do I share the presentation slides for the Live Seminar,Workshop or Class?

Once you have started the meeting, you will be immediately be visible to all attendees. They will be able to see and hear you.

How can I manage my screen while I am sharing it with my attendees?

When you are sharing the screen you will have a taskbar at the top of their screen. When the presentation is finished or if you wish to stop sharing, select the “Stop Share” button. As the host, you will be able to toggle the taskbar at the top of the screen to manage participants and live chat. Q&A is available under the more button.

One of my attendees has noise in the background, how can I switch their microphone off?

By hovering over an attendee name/number you can mute/unmute the attendee. As the host you also have the option to mute or unmute all attendees at once. By default, all attendees will be muted upon entry.

How should I sign off when I have finished my Live Seminar, Workshop, or Class?

To end the meeting select more in the top panel, then click the End Event option in the bottom right corner. You will then be prompted to “End Meeting for All”. Please finish your seminar by thanking attendees and instructing to them to contact their line manager should they be looking for any more information around the event. Please notify attendees that you are ending the meeting before doing so.

I have very low attendence in my Live Seminar, Workshop, or Class, what should I do?

Allow a short amount of time for as many attendees to sign into your event. If after 5-10 minutes there is still low attendence, do not highlight this to the attendees. Simply flag this with the Spectrum.Life team and record the event if advised to do so.  

How do I set up my event to record?

At the beginning of the session when you have shared your slides click the “More” button in the top taskbar of your screen and then click “record”. You will then see a recording icon in the top of the screen. When you select the stop button to end the recording you will receive a confirmation message. Once the session has ended the recording will be emailed directly to the Spectrum.Life team and there are no more actions required from your end. 

How do I start my 1 on 1 consultation on WebEx?

Navigate to “Meetings”. Here you will find individual meeting slots for the one-to-one consultations. Your meeting slot can be identified correctly by looking at the time, date and your name in the slot title. Click the start button to begin a consultation. The taskbar will be located at the bottom of the screen. Ensure that your microphone isn’t muted and that you are showing video.

How should I sign off when I have finished my 1 on 1 consultation?

To end the meeting, click the X in the bottom right corner. You will then be prompted to “End Meeting”. Please finish your consultation by thanking the attendee. Please notify the attendee that you are ending the meeting before doing so.

How do I move onto my next 1 on 1 consultation on WebEx?

To move onto your next session, return to meetings, find your next time slot. Click the start button to begin a consultation. The taskbar will be located at the bottom of the screen. Ensure that your microphone isn’t muted and that you are showing video.

Zoom

Do you need an account to use Zoom?

Prior to the event, a member of the Spectrum.Life team will reach out to you with the event date and time. In this email they will supply you with Zoom login details (Username and Password). The login username will vary depending on the Zoom license being used to host the meeting.

What requirements are there for doing a Zoom event?

When going live on webcam for a Live Seminar, Workshop or Class, please ensure you are following the recommended requirements:
• Computer or laptop
• Clean, private, uninterrupted space with appropriate background
• Good internet connection
• Web camera with good quality picture
• Microphone with good quality audio
• No brands visible on clothing

How long before my event should I log onto the Zoom Licence?

15 minutes before your event begins log into Zoom.com using the details provided by Spectrum.Life.  

Do I need to install Zoom to my computer for the event?

Yes, you will need to download and install Zoom prior to your first event.

How do I start my Live Seminar, Workshop or Class on Zoom?

Navigate to the Webinars button on the left side of the screen and identify your Webinar by the time and date and your name. Click the start button to begin your Webinar. Once the start button is selected, select “Open Zoom Meetings” from the pop up box.

How do I set up my computer to present?

Once the meeting has opened, you will be prompted to choose an audio option; either Phone Call or Computer Audio. Computer Audio should be selected. When computer Audio is highlighted, select “Test speaker and microphone” to ensure both are working correctly. The speaker will be tested first, followed by a microphone test. Once both are confirmed to be working, a confirmation message will populate. You will then be taken back to the computer audio tab and should select “Join with Computer Audio”. 

Will my webcam be off when I start my event?

Once you have joined the meeting, you will be immediately be visible to all attendees. They will be able to see and hear you but they are muted by default upon joining.

How should I start my Live Seminar, Workshop or Class?

Begin the seminar by introducing yourself and whether you are there on behalf of Spectrum.Life or Laya Healthcare. Use this time to instruct attendees how to ask questions. All attendees will be able to see and hear you, but they are muted by default upon joining.

How can my attendees communicate with me during the Live Seminar, Workshop or Class?

There are two options for attendees to ask questions: through the raise hand function and the chat/Q&A function. 

How can my attendees flag issues during the Live Seminar, Workshop or Class?

Attendees can flag issues on their end by using the raise hand function or through the chat function. Issues could be along the lines of the attendee having difficulty hearing you, or that your webcam isn't on for the attendees to see you. 

How can my attendees ask questions during the Live Seminar, Workshop or Class?

Attendees can ask questions through the Q&A function. You will be able to manage which questions you have addressed to ensure that in the 20 minute recommended slot that you can efficiently answer as many attendee queries as possible. 

How do I share the presentation slides for the Live Seminar,Workshop or Class?

In order to show the presentation slides, select the “Share” button from the bottom taskbar. This will generate a box of all available screens to share. The user should select the screen showing the event content (e.g. powerpoint presentation slides) and select the “share” button. Presentation content should already be open and ready to go prior to beginning the event. If this causes errors in using the Q&A function, close and re-open the powerpoint presentation. The user should not have any other pages open at this time to ensure the incorrect screen is not shared.

How can I manage my screen while I am sharing it with my attendees?

When you are sharing the screen you will have a taskbar at the top of their screen. When the presentation is finished or if you wish to stop sharing, select the “Stop Share” button. As the host, you will be able to toggle the taskbar at the bottom of the screen to manage participants, live chat and Q&A.

One of my attendees has noise in the background, how can I switch their microphone off?

By hovering over an attendee name/number you can mute/unmute the attendee. As the host you also have the option to mute or unmute all attendees at once. By default, all attendees will be muted upon entry.

How should I sign off when I have finished my Live Seminar, Workshop, or Class?

To end the meeting, click the X in the top right corner. You will then be prompted to “End Meeting for All”. Please finish your seminar by thanking attendees and instructing to them to contact their line manager should they be looking for any more information around the event. Please notify attendees that you are ending the meeting before doing so.

I have very low attendence in my Live Seminar, Workshop, or Class, what should I do?

Allow a short amount of time for as many attendees to sign into your event. If after 5-10 minutes there is still low attendence, do not highlight this to the attendees. Simply flag this with the Spectrum.Life team and record the event if advised to do so.  

How do I set up my event to record?

At the beginning of the session click the “More” button in the bottom taskbar of your screen and then click “Record to the cloud”. You will then see a recording icon in the top right of the screen. When you select the stop button to end the recording you will receive a confirmation message. Once the session has ended the recording will be emailed directly to the Spectrum.Life team and there are no more actions required from your end. 

How do I start my 1 on 1 consultation on Zoom?

Navigate to “Meetings”. Here you will find individual meeting slots for the one-to-one consultations. Your meeting slot can be identified correctly by looking at the time, date and your name in the slot title. Click the start button to begin a consultation. Once the start button is selected, select “Open Zoom Meetings” from the pop up box.

How should I sign off when I have finished my 1 on 1 consultation?

To end the meeting, click the X in the top right corner. You will then be prompted to “End Meeting for All”. Please finish your 1 on 1 consultation by thanking the attendee and instructing to them to contact their line manager should they be looking for any more information. 

How do I move onto my next 1 on 1 consultation on Zoom?

To move onto your next session, return to meetings, find your next time slot. Click the start button to begin a consultation. Once the start button is selected, select “Open Zoom Meetings” from the pop up box. Ensure that your microphone isn’t muted and that you are showing video.