EPA
United States
Environmental Protection
Agency
National Data Processing Division
Research Triangle Park, NC 27711
December 1991
Audio Teleconferencing
Services
Quick Reference Guide
Printed on Recycled Paper
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- At/-
TABLE OF CONTENTS
Introduction 1
What is Audio Teleconferencing? 2
What NDPD Audio Teleconferencing Facilities
and Services are Available to EPA Personnel? 4
When Should You Use Audio Teleconferencing? .5
How Do You Arrange, Access, and Conduct
an Audio Teleconference? 6
How Do You Resolve Technical Problems
During an Audio Teleconference? 10
How Do You Determine The Most Appropriate
Conferencing Terminal or Facility? .12
Glossary of Audio Teleconferencing Terms. .14
•co
HEADQUARTERS LIBRARY
ENVIRONMENTAL PROTECTION AGENCY
WASHINGTON, D.C. 20460
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INTRODUCTION
Meetings are an important part of our work at the U.S. Environmental Protection Agency
(EPA). The quality of our work is directly related to the effectiveness with which we use meetings
to assemble project teams, share information, generate ideas, make decisions, coordinate efforts, and
track progress.
EPA provides employees with state-of-the-art audio teleconferencing capabilities to make
meetings more convenient, productive, and cost-effective. Audio teleconferencing is both a
substitute for and supplement to face-to-face meetings. Agency personnel can use office telephones.
or specialized speakerphones to participate in voice-only conferences involving dozens of widely.
dispersed individuals simultaneously, linked by audio teleconferencing systems installed at EPA
Headquarters. This growing service
supported over 6,000 conferences in
1990.
This guide describes audio telecon-
ferencing facilities, systems, services,
and capabilities available to EPA
personnel through the Agency's
National Data Processing Division
(NDPD). It explains how to use audio
teleconferencing in your job; how to
obtain conferencing facilities, equip-
ment, and services; how to conduct an
audio teleconference; and how to
resolve technical problems during a
conference call.
NDPD's Telecommunications
Branch manages Agency audio
teleconferencing systems for the
benefit of all EPA personnel nationwide. The full cost of operating the Agency bridges, as well as
FTS2000 usage, is paid by NDPD. Telecommunications staff is committed to providing Agency
personnel with the best possible audio teleconferencing systems, services, and capabilities available.
The Agency also has a dedicated video teleconference network that allows conferees to see each
other and share graphics, as well as speak to one another. (See the EPA Video Teleconferencing
Services Quick Reference Guide for further details).
EPA personnel should read this guide prior to scheduling or participating in an audio telecon-
ference. Conference calls may be scheduled—or technical assistance obtained—by calling NDPD
Telecommunications staff at FTS 260-CONF (260-2663). Please let us know how EPA audio
teleconferencing services can best support the way you work.
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WHAT IS AUDIO TELECONFERENCING?
POINT-TO-POINT CONFERENCE CALL WITH SPEAKERPHONES
AND PORTABLE CONFERENCING UNITS
Audio teleconferencing—also known as conference calling—is the ability of three or more
people to participate in a telephone conversation.
A conference call may be of multipoint or point-to-point configuration, depending on the
number of voice terminals participating in the call. Multipoint conference calls connect three or
more telephone lines simulta-
neously, either through customer-
owned or carrier-provided tele-
phone switches, or by means of
specialized electronic devices
known as "teleconferencing
bridges." Point-to-point calls
connect two voice terminals, one
or both of which must be a speak-
erphone or specialized
conferencing unit that allows
many people in the same room to
listen and speak to the other party.
See Exhibit 1 for a typical point-
to-point conference configuration.
PORTABLE
CONFERENCING
UNIT
DIAL-UP LOCAL
Of) LONG-DISTANCE
TELEPHONE LINE
EXHIBIT t
SPEAKERPHONE
o
Q
MULTIPOINT BRIDGED CONFERENCE CALL WITH OFFICE TELEPHONES
EXHIBIT 2
Different conference calls re-
quire different configurations,
depending on the number of
sites participating, the number
of participants at each site, and
whether information flows will
be interactive or one-way.
Exhibit 2 shows a typical
multipoint configuration, in which
people at four sites confer by
means of office telephones con-
nected through a multipoint bridge
managed by specially trained
system operators. The participants
may be located in different cities,
different buildings, or simply
different offices in the same
building.
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MULTIPOINT BRIDGED CONFERENCE CALL WITH SPEAKERPHONES
EXHIBIT 3
THREE-WAY CONFERENCE THROUGH OFFICE PHONE SYSTEM
0
USSR #1 CALLS USER #2.
THROUGH KEY COMMANDS
FROM THEIR TELEPHONES,
USER #1 OR USER #2 BRINGS
USSR #3 INTO THE CALL.
EXHIBIT 4
MULTIPOINT TELELECTURE WITH SPEAKERPHONES
DIAL-UP LOCAL
OH
LONO-DISTANCE
TELEPHONE LINE
MULTIPOINT AUDIO
iNCINQ
EXHIBIT 5
For users, accessing a multipoint
conference can be as simple as
dialing into the teleconferencing
bridge at a designated time—a
method known as "meet me"—or
waiting for the system operator to
call them up and make the con-
nection manually. On the typical
interactive.multipoint call, the
meeting organizer is the first person
on line and greets other participants
as they join the conference. Once a
user is connected into the confer-
ence, he* or she can begin to talk to
other participants.
Additional users can be added to a
multipoint conference by utilizing
speakerphones or portable confer-
ence units at one or more of the
sites, so long as they are on one of
the scheduled call-in lines. See
Exhibit 3 for this configuration.
The most elementary form of
multipoint conference—the three-
way call—is supported by many
office telephone systems. Refer to
Exhibit 4. Users are able to bring a
third party into an existing telephone
conversation through key commands
dialed from their office phone sets.
The capability is supported by
premises telephone, switches or by
common carrier switches, such as
the Washington Interagency Tele-
communications System (WITS),
which also supports six-way calling.
A specialized multipoint call—the
telelecture (see Exhibit 5>—
enables participants to hear the
conference leader but not speak to
the leader or to each other. The
telelecture is best suited to informa-
tion broadcast applications.
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WHAT AUDIO TELECONFERENCING FACILITIES AND
SERVICES ARE AVAILABLE TO EPA PERSONNEL?
FACILITY DESCRIPTION
Teleconfe- Specialized
renclng digital devices
AVAILABILITY
Available to all
EPA employees
bridges that enable 4 or
. ^
:
.
more voice call-
ers to confer at
the same time;
"* installed at HQ
Portable Specialized
conferen- speakerphones
cing units that enable a
(PCUs) group of people
/~^
^/£feHp
' ^"Tf""
•
~ • .."
-—7 in a single room
^/ to participate in
/ ; a phone conver-
sation over
normal phone
lines; available
atHQ. .
Telecon- . Conference
ference rooms with audio
rooms
... •;•* --
teleconferencing
. . .equipment ...
•• installed
Speaker- Telephones with
phones built-in speakers
//tegs
|LJ=
that enable more
->_ than one person
to speak and
1 listen at a time
Available only
to HQ personnel
for short-term
loan
?•
Available to HQ
personnel
only
-. ' ; .
Available to any
user (requires
program office
purchase)
HOURS ORDER POINT
OF CONTACT
*' i i
Mon.-FriM Audio conferen-
8 a.m.- cing center
6 p.m. scheduler, FTS
260-CONF (260-
2663)
Mon.-Fri., Audio conferen-
8 a.m.- cing center
6 p.m. scheduler, FTS
260-CONF (260-
2663)
'.
Mon.-Fri., Audio conferen-
8 a.m.- cing center
6 p.m. scheduler, FTS
= 260-CONF (260-
2663)
Not Voice
appli- Customer
cable Service
Representative
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WHEN SHOULD YOU USE AUDIO TELECONFERENCING?
EPA personnel should consider using audio teleconferencing for most meetings in which it is
not possible, practical, or cost-effective for participants to meet face to face. Teleconference
participants may be located in different cities, or they may simply be people in the same office who
for whatever reason cannot be in the same room at the same time. The most important applications
are as a substitute for business travel and for coordination among dispersed project team members.
The following matrix describes the particular audio teleconferencing configuration most
appropriate to various applications. To determine the configuration most'appropriate to your next
conference call, identify the questions under "Proposed Application" that you would answer "yes."
Checkmarks in those rows indicate the teleconferencing configurations that might be suitable to your
application. Absence of a checkmark means that the corresponding configuration would not be
appropriate.
POSSIBLE
TELECONFERENCING
CONFIGURATIONS
PROPOSED
APPLICATION
S£§
en
— o *-»
•— 4> C
O Q. O
Q- in <->
%l
Tj o.
ca
I
a
Two locations?
Three or more locations?
More than one person
at each location?
Interactive discussions?
V
V
One-way broadcast presentation?
Using speaker-phones, portable
conferencing units (PCUs), or
special conference rooms?
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HOW DO YOU ARRANGE; ACCESS, AND CONDUCT AN
AUDIO TELECONFERENCE?
Successful audio teleconferences require well-prepared leaders who find time in participants1
schedules, reserve teleconferencing facilities, and moderate on-line discussions. This section
provides practical guidelines for audio teleconferencing leaders in four areas:
o Finding time in participants' schedules;
o Scheduling use of audio teleconferencing facilities;
o Accessing and conducting the audio teleconference; and
o Closing the conference.
FINDING TIME IN PARTICIPANTS' SCHEDULES
The principal responsibility of the conference
leader is to find a date and time acceptable to
all participants and for which Agency tele-
conferencing facilities are available. These
steps should be followed:
o
o
Choose a tentative and a contingency conference date, time, and duration. The
contingency time will be used in case teleconferencing facilities are unavailable at the
preferred date and time. The maximum suggested conference duration is two hours,
since participant attention spans are often shorter than in face-to-face meetings.
Designate site leaders and other participants for each location.
Check with participants to make sure the tentative dates and times fit into their
schedules.
Work out any scheduling conflicts among participants.
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SCHEDULING USE OF AUDIO
TELECONFERENCING FACILITIES
Conference leaders must contact EPA Telecom-
munications staff at FTS 260-CONF (2663) to
reserve use of the multipoint teleconferencing
bridge, portable conferencing units, and/or
teleconferencing rooms for the preferred dates
and times. To reserve facilities for your next
conference call, follow these steps:
Schedule the conference as far in advance as possible and at least 24 hours prior
to the planned date and time. Teleconference operators are responsible for
enforcing scheduling policies and maintaining the checkout list for portable
conferencing units and the teleconferencing room. Special arrangements can be made
for conferences needed on a frequent or recurring basis by contacting the
Teleconferencing Manager at FTS 260-CONF (2663). You may have difficulty
reserving teleconferencing facilities on Tuesdays, Wednesdays, and Thursdays,
because these are the busiest days for conferencing calling at EPA.
Call the Headquarters teleconference scheduler to determine whether the
facilities required are available at the preferred or contingency date and time.
All facilities are scheduleld on a first-come first-served basis, Monday-Friday, 8 a.m.-
6 p.m. (Eastern Time Zone), or at other times by special arrangement. Audio
teleconferencing service is available to any EPA employee in the U.S., including
Puerto Rico and the Virgin Islands, for official Agency business only. You will need
special authorization from the EPA telecommunications staff to use outside
teleconference facilities, based upon the telecommunications staffs determination that
EPA teleconferencing facilities cannot support the time slots and/or number of lines
required for a particular conference. EPA facilities should satisfy most audio
teleconferencing requirements for Headquarters, regional, and field site personnel, at
the least cost to die Government.
Provide the following information to the Headquarters teleconference scheduler:
-Conference leader's name, telephone number, and location;
-Number of lines required. Two people calling from different rooms at EPA
Headquarters will use two lines, while three people on one speakerphone
use only one line.
-Starting and ending times of the conference (Eastern Time Zone).
Reservations are made in 30-minute increments. Scheduling a few extra
minutes is advisable. However, scheduling two hours for a 45-minute
conference prevents someone else from using the teleconferencing bridge
for at least one hour.
-Whether a conference room or a portable conferencing unit is needed for
Headquarters participants.
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o Notify participants of the date and time for which audio teleconferencing
facilities have been reserved. The meeting notice should include the following:
»
—Beginning and ending time of the conference (including the time zone);
—Locations, names, and titles of all participants;
—Procedures for accessing the teleconference, as well as the
teleconference hotline number to call the Headquarters Teleconferencing
Center Operator at 260-2001 if participants encounter technical troubles.
Federal'participants can dial a seven-digit FTS2000 number. Nonfederal
participants must usually dial the 202 area code plus the seven-digit access
number. Parties calling on commercial lines will pay the cost of their call.
Under no circumstances can the teleconference scheduler accept collect
calls. Under special circumstances, the teleconference operator can dial
participants to place them into a conference. However, operator-initiated
connections add to the length of the teleconference due to the time it takes to
reach these parties.
—Agenda containing specific goals and objectives, supplementary
documents, and visual materials.
o Provide participants with the telephone number—furnished by the
Headquarters teleconference scheduler—to call at the scheduled time to join the
audio teleconference. Please notify the teleconference scheduler and all participants
promptly if a conference has been cancelled.
ACCESSING AND CONDUCTING THE
AUDIO TELECONFERENCE
Conference leaders can ensure that multipoint confer-
ences run smoothly by following these steps, some of
which are technical in nature, while others are simply
common-sense rules that apply equally well to face-to-
face meetings:
If a portable conferencing unit (PCU) has been reserved, Headquarters staff should
pick up the unit from the Headquarters audio teleconferencing center at least one half
hour prior to the scheduled conference, when this is possible. Teleconferencing staff
will provide users with installation instructions at pickup time. Portable conferencing
units can be installed in conference rooms in the Waterside Mall complex or other
facilities.
Dial the teleconferencing bridge at the appointed date and time, in order to be
the first party and to greet other participants as they join. Allow a few rings for
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the system to answer the call. Dial FTS 260-2001 for assistance in accessing the
teleconferencing bridge, if necessary. Never dial the teleconferencing bridge before
the scheduled starting time or without prior confirmation, since misuse of this line
could interrupt ongoing meetings or delay previously scheduled conference calls.
Encourage small talk among participants before the main portion of the
conference. Small talk dispels nervousness among participants who feel
uncomfortable talking or are not experienced with audio teleconferencing technology.
It also establishes name/voice recognition among participants and provides the leader
with an opportunity to coach participants in proper conference call techniques and
etiquette. Participants should be instructed to emphasize verbal interaction, speak
slightly louder than normal, speak into the microphone, and use clear diction.
Start the conference on time and follow these tips to maximize the productivity
of discussions:
—Conduct a formal roll call and ask participants to introduce themselves.
-Review the conference agenda.
—Address participants by name.
—Ensure that participants identify themselves before speaking.
—Keep the conference moving toward fulfillment of concrete goals in
accordance with the meeting agenda.
CLOSING THE CONFERENCE
Conference leaders can bring the on-line discus-
sions to a graceful, orderly close by following these
steps:
o Begin to close the discussion early enough so that the conference can come to an
orderly finish.
o At the end of the conference, summarize the discussion and clarify decisions or
conclusions reached. Set up issues for the next conference, if applicable. Allow a
few minutes for general conversation before participants hang up. Thank participants
and close the meeting. End the conference promptly to ensure that it does not exceed
its allotted duration.
o Make sure that the teleconference room is left neat for the next meeting.
o If portable conferencing units were used, repack and return them promptly.
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HOW DO YOU RESOLVE TECHNICAL PROBLEMS
DURING AN AUDIO TELECONFERENCE?
The best way to avoid technical problems during an audio teleconference is to follow these
guidelines:
Make sure that the conferencing area is free from foreign noise such as heating/air condi-
tioning exhaust and corridor traffic.
Conduct audio conferences in EPA-designated conference rooms when possible. Desig-
nated conference rooms are less likely than office space to have acoustical problems that
may interfere with conference calls.
Avoid using portable conferencing units (PCUs) in large conference areas such as audito-
riums, in conjunction with a public address system, near heating/air conditioning ex-
haust, or near other noise sources. PCUs are designed for use by 6-10 conferees seated
around a 4' x 8' conference table.
The following technical problems are common to most audio teleconferencing systems and may
be encountered by EPA personnel using Agency facilities. The source of each problem is pre-
sented along with some simple solutions. If these solutions do not resolve the problem, call the
audio conferencing hotline at FTS 260-2001 during your conference for further assistance:
Speech clipped off
Source: Audio teleconferencing bridges have internal circuitry that switches from one speaker or
location to another, selecting the loudest source of sound. When speakers interrupt one another, the
system microphone may not be able to switch fast enough to catch an entire phrase, resulting in
speech that is "clipped" off or only partially heard by teleconference listeners. Speech clipping also
occurs with speakerphones. New audio teleconferencing technology—such as that incorporated into
EPA's Multilink bridges—has reduced but not completely eliminated clipping.
Solution: Participants should speak in turns and pause momentarily after speaking, providing others
with a cue to begin speaking.
Background noise
Source: Background noise degrades the overall sound quality of the audio conference. If excessive,
it can interrupt the conference by locking on a location where no one is speaking.
Solution: Participants should maintain a quiet conference environment by eliminating extraneous
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noises, such as side conversations, paper shuffling, table tapping, excessive coughing, operation of
typewriters and printers, and telephones.
Poor quality telecommunications circuits
Source: Multipoint audio teleconferences tie together many telecommunications circuits and even
one bad circuit can seriously degrade the sound quality of an entire conference. Some of the line
problems commonly encountered include crosstalk, static, and fading.
Solution: Participants encountering a poor connection should hang up immediately and redial the
bridge until an acceptable connection is made. When using speakerphones, participants should dial
the bridge using the handset and not the speakerphone. Line noise is more apparent if the handset is
used to dial the bridge initially. After an adequate connection is made, the participant may then
switch to the speakerphone. Participants should report FTS2000 troubles on their lines to FTS 629-
1088 or 260-2267.
If line problems occur during a conference call, notify the teleconference operator by dialing zero on
your touchtone phone. Be sure that the telephone's handset is not in its cradle and that you hold the
zero button down for one or two full seconds. Dialing zero alerts the teleconferencing operator that
there is a technical problem. The operator will access the conference to ask who needs assistance.
The operator can place the affected participants on hold and consult privately with them to help
identify the problem and implement a solution.
T
Disconnections
Source: Longer phone conversations have a greater chance of being disconnected, for a variety of
reasons.
i
Solution: If disconnection occurs during a conference call, participants should simply redial the
bridge to be reconnected. If you are unable to re-establish the connection, call the teleconference
hotline at FTS 260-2001. . . ._
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HOW DO YOU DETERMINE THE MOST APPROPRIATE
CONFERENCING TERMINAL OR FACILITY?
Voice terminal equipment is the EPA user's access point to audio teleconferencing services, so
program offices should consider their conferencing requirements when acquiring or upgrading
their telephone systems. Many users require nothing more elaborate than standard office tele-
phones to access multipoint conferences on the Agency's bridges. Headquarters program office staff
can check out the Agency's portable conferencing units on an as-needed basis.
However, program offices and personnel that are frequent users of audio teleconferencing
should consider acquiring their owii specialized terminal equipment and conferencing facili-
ties. Program offices should base their conferencing terminal and facilities acquisitions on the size
of groups involved in conference calls:
Very small groups (2-3 people per site): The most appropriate conferencing
terminals for very small groups are voice sets with built-in speakerphones, such as
those available with Merlin systems. However, speakerphones-can deliver •
booming sounds, echo-chamber voices, and occasionally shrill feedback tones.
They can also stifle spontaneity by permitting only one person at a time to speak.
The microphone in most speakerphones requires speakers to sit very close to the
unit.
Small groups (4-8 people per site): Small groups require 12 x 18 foot conference
rooms that have been equipped with portable conferencing units (PCUs) and have
low ambient noise levels. PCUs should have digital signal processing technology
that cancels out conflicting echo/feedback signals and provides two-way, interac-
tive audio teleconferencing. The Heaquarters Audio Teleconferencing Center has
several NEC VoicePoint PCUs for loan to conference participants.
Medium groups (9-12 people per site): Medium groups require 18 x 24 foot
conference rooms with PCUs, as well as special acoustical treatment. For best
sound quality, conference participants should be close to the conferencing unit.
Large groups (13-30 per site): Large groups require 24 x 40 foot conference
rooms with permanently installed teleconferencing units and special acoustical
treatment. Such rooms require individual design, which should be coordinated
with the Washington Telecommunications staff.
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Very large groups (31 and above per site): Very large groups require use of an audito-
rium that has been custom-designed for audio teleconferencing. PCUs such as the^
VoicePoint and NT2000 should not be used in auditoriums in conjunction with public
address systems.
Please contact the Washington Telecommunications staff (260-2663) or the Headquarters Customer
Service Supervisor (260-7478) for further information and for assistance in identifying the telecon-
ferencing equipment that best meets your needs. . - . .
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GLOSSARY OF AUDIO TELECONFERENCING TERMS
Audio teleconferencing bridge
Audio teleconferencing
Clipping
Conference leader
Conference scheduler
Meet me
Multipoint
Point-to-point
Portable conferencing
unit(PCU)
Speakerphone
Three-way conference
calling
Telelecture
A specialized, digital electronic
device that enables four or more
voice telephone callers to confer ' ' ' ,'' • '•
simultaneously > •
Telephonic communications between
multiple groups (two or more),
multiple people (three or more)
An audio teleconference problem in
which spoken phrases are cut off or
only partially heard by conference
participants
The person who directs a telecon-
ference and is equivalent to a
chairperson in a face-to-face
meeting
The telecommunications staff member-
who reserves uses of EPA's audio
conferencing bridges, portable conferencing
units, and teleconference room for
authorized EPA uses
An audio teleconferencing system
feature that allows conference
participants to dial directly into a
teleconference without operator
assistance
The capability of four or more separately located
people or groups of people to carry on a voice telephone
conversation by means of an electronic audio
teleconferencing bridge
The capability of two groups of people in
different locations to communicate with a
Speakerphone or portable conferencing unit
A specialized Speakerphone that may be installed
in any room with a standard touchtone single-
line phone and an electrical outlet
A voice terminal that amplifies telephone
conversations through a loudspeaker and picks up
conversations with a microphone
The capability of an individual or group to bring a
third party or group into an existing telephone
conversation
A one-way multipoint conference call that places
conference participants except the leader
in receive-only mode
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