SpeakSpace Conference Calling Response to COVID-19
If you are experiencing connection problems when attempting to join meetings, we recommend you use these best practices:
As more people begin to work remotely, there will be a significant increase in the number of calls handled by telephone carriers. This increase in call traffic may cause congestion on carrier networks. As a result, callers may experience a variety of intermittent connection issues when attempting to connect to audio meetings.
Connection issues may be experienced as: busy signals, network messages, dead air, or disconnections as networks become congested. These connection problems are not related to meeting platform capacity. Local exchange carriers (the caller's carrier) are often even more vulnerable to spikes in usage, resulting in temporary increases in network congestion. Intrado does not have control of local exchange carrier network capacity which is solely managed by the local exchange carriers.
Before your meeting
• Schedule the start of your meeting at 10 - 15 minutes past or prior to the hour
At the start of your meeting
• Plan to join your meeting two to five minutes prior to scheduled start time
If you are using an online collaboration tool (Unified Meeting®5, Cisco Webex®, MobileMeet®) you can:
• Use VoIP for your audio connection instead of the phone
• Use the online collaboration tool to dial-out to you
• Dial-in using a toll-free number
As the public will be communicating via telephone on a more frequent basis, there will be an increase in the number of calls handled by telephone carriers across the globe.
Increased telephone traffic may cause congestion on carrier network(s) and result in users experiencing intermittent connection problems when attempting to connect to conference calls. Users may receive busy/engaged tones, dead air, or network messages. Voice packets may also be lost within congested networks in an effort to keep the call alive. Callers may also experience disconnections as networks become congested.
Please note that this is not related to conferencing platform capacity. Clients local exchange carriers (caller’s carrier) will also have increased call volumes and may experience temporary congestion problems; although our Telecom team is working with our carriers to apply routing changes in attempt to improve traffic and monitor, please also note that Intrado does not have control or ownership of local exchange carrier(s) network capacity and is solely managed by the local exchange carrier(s).
Impacted users are advised to use these best practices:
- Connect to conferencing services utilizing VoIP
- Offer call times at 15 minutes past or prior to the hour
- Only have the essential callers in attendance
- Be mindful of conference duration
We recognize we are faced with an unprecedented situation as we deal with the global COVID-19 pandemic. Never have we faced an event that has simultaneously impacted the entire global population so profoundly. At SpeakSpace, we take global business continuity and employee safety very seriously. We want to reassure you that the SpeakSpace services you rely upon will continue to perform uninterrupted. We realize that our clients will have additional reliance on our service during this period and may need higher capacity than normal.
Our business continuity plans are in place to safeguard the continuation of services to our customer base during this pandemic. Our infrastructure and staffing have been engineered to be highly resilient and flexible to support our operations even in the face of widespread global challenges. We are following regional and local recommendations and guidelines to protect the safety of our personnel. Additionally, our colleagues can work remotely to ensure they are able to support our clients as normal.
Our customer service centers, and our data centers, are in multiple locations across the Globe spread between Americas, EMEA and APAC. All sites are interconnected via resilient global networks. Multiple instances of our voice, meeting, and contact center solutions are maintained across these regions, adding further redundancy. In the event that any infections are experienced by our team, each site has its own continuity and contingency plans to ensure continuation of services to our customer base via our global network. We have added additional capacity for our clients and colleagues to ensure we can support this unprecedented situation. We have also enhanced our capacity and stability monitoring so we timely and accurately know our usage, and can act rapidly if needed. Additionally, we have enforced enhanced IT change management so that only critical changes are implemented.
Our Crisis Management Team (CMT) is leading our effort globally to ensure speed and consistency of action to deal with client and colleague issues. We recognize our clients rely upon us and may face an increased need to leverage our solutions to enhance their business continuity plans and enable their employee base to work remotely. Rest assured the SpeakSpace platforms and network are scaled to handle the additional volume that you may require to support your expanding needs.
We will continue to monitor the situation and make appropriate adjustments, if necessary, to provide seamless service for all our clients.