Frequently Asked Questions

We answer the questions about conferencing that you ask the most.

 

Teleconferencing

How does teleconferencing actually work?

Your account is created and you are issued with unique host and guest access codes and a comprehensive list of dial-in telephone numbers.

When it's time to hold a conference, the host and guests dial-in using the appropriate dial-in number (based on their location) from the provided list. When prompted, participants enter their respective access codes and are automatically joined into the conference call.

How do I get started with teleconferencing?

Eureka offers a self-managed, on-demand teleconferencing service without the need to make reservations. 

Teleconferencing allows you to schedule a call with your team, clients or suppliers across multiple locations at any time. You simply;

  • schedule the meeting and invite your guests.
  • call into the conference using the dial-in number relevant to your location.
  • join the meeting by entering your host or guest access code. 

We offer free teleconferencing for 7 days so you can try our easy-to-use, reliable service.

Create an account today.

No credit card, no contract, no commitment.

Can my colleague use my conferencing codes?

We don't recommend it, because;

  • two parties cannot conference simultaneously using the same codes.
  • it's a security risk.
  • it can be difficult to track usage and costs effectively.
You can add additional conference groups to your account for no extra charge so that multiple conferences can be held at the same time.
Do I need to book my teleconference?

You don't need to book a service with us.

Eureka offers a 24/7 on-demand, PAYG teleconferencing service, so we don’t need to know when you are conferencing with us. You'll never be charged if your conference is cancelled.

How many people can I have in the teleconference?

Eureka's teleconferencing service can accommodate over 1000 meeting participants at any one time because we own agile conferencing bridge technology that is housed in secure data centres in Sydney. This means your digital line quality is never compromised and your meetings can run seamlessly every time.

How do I get assistance during my teleconference?

If you require in-conference assistance and need to speak to an operator, you can dial *0*0 during business hours.

If you need after hours support, please call 1300 857 032.

We're available 24/7/365.

How do I mute and unmute all participants?

Host
Mute all guests: Press 250# on your telephone keypad.
Unmute all guests: Press 200# on your telephone keypad.

Individual Participants
Individuals can mute and unmute themselves by pressing *6 on their telephone keypad. 

How do I join a conference that is already in progress?

Simply dial into the conference at any time using your dial-in number and guest code. A tone will sound to tell the other participants that you have joined the conference.

Download dial-in numbers.

What’s the difference between a capital city number and a national toll free number?

Participants calling into a capital city number will be charged the toll from their telephone carrier to reach that number. The host only pays for the conference connection.

Participants calling from a mobile phone to the toll-free number may incur a charge from their mobile carrier depending on their individual plan.

What is the best way to plan a teleconference when all the participants are in different time zones?

Here are two handy online tools to help you schedule meeting times in different time zones:

Time difference calculator: http://www.thetimenow.com/time-converter.php 

Meeting planner: https://www.timeanddate.com/worldclock/meeting.html

How can I record my teleconference and listen to it afterwards?

You can start and stop ^recording at the beginning or at any time during your conference by dialling *2*1 on your telephone keypad.

Alternatively, you can activate auto record on your account so you can be assured that every conference is recorded.

Contact us on 1300 857 032 and we will activate auto record on your account.

You can access your recordings via our secure portal where your recordings are stored for 28 days.

^Charges apply.

Can I dial out to my conference participants and join them into my conference?

Yes. This is our Host Dial-Out Service.

Host dial-out allows you (the host) to control who joins your conference. You dial-out to each of your guests and join them into the conference personally. 

Use this service to ensure that important guests join your conference successfully without them having to worry about codes or phone numbers.

This service is not automatically activated on your account as special conditions apply.

To find out more about this service please contact our customer support team on 1300 857 032.

Do you offer a transcription service?
Please contact our customer support team on 1300 857 032 to discuss your requirements.
How can I (the host) prevent unwanted participants from entering the conference?

There are a number of ways to prevent unwanted participants from joining your conference.

  • lock and unlock your conference by pressing *7 on your telephone keypad.
  • press *0*6*6 on your telephone keypad to hear how many parties have joined the conference. Press *9 to return to your conference.
  • keep your invitation list close by so you can keep track of who leaves and enters your conference.
  • keep your access codes secure.
  • request new access codes when staff leave.
  • only issue conference start times and dates to those participants you want in attendance.
  • activate the participant name announce free feature to your account.
  • Use our Host Dial Out service so you can control your guest list, dial out to your guests and join them into your conference personally.

To learn more, call our customer support team on 130 857 032.

 

Web Conferencing with eureka.video 

How do I use eureka.video?

If you are a new customer: 
1. Create an account.

2. Read the eureka.video user guide and download the Chrome extension.

3. Visit eureka.video to begin conferencing!

If you are an existing customer:
 
Please read the eureka.video user guide.

For further assistance please call our customer support team on 1300 857 032.

How do I screen share?

Before you start screen sharing, please download the eureka.video Screen Sharing Chrome Extension.

1. When you're in a eureka.video conference, click on the screen share button in the bottom left of the interface.

2. A window will open prompting you to choose which screen or application you would like to share. Make your selection and click share.

3. Once you begin screen sharing, the button in the bottom tab will go pink. Clicking on this button again will stop your screen share. You can also stop screen sharing by clicking the stop sharing pop up at the bottom of your screen.

For more information please download the user guide.

Troubleshooting

Please download the pre-conference checklist here.

If you continue to experience issues, please contact us on 1300 857 032. We're available over the phone 24/7/365.

 
Pricing

How do I pay?

Eureka Conferencing is a Pay As You Go (PAYG) service. Meaning, you only pay for what you use. There are no monthly subscription or account management fees.

There are several ways you can make a payment.

Credit card

Register a credit card number with us and after you use the service a tax invoice is emailed to the account holder who has 14 days to check the invoice. After this period, the invoice amount will be deducted from the nominated credit card.

Cheque or EFT deposit

Customers with a valid ABN have the option to pay by cheque or via Electronic Funds Transfer (EFT).

For further information, please contact our customer support team on 1300 857 032.

What charges do I pay if I use a mobile phone to connect into the teleconference?

Mobile phone users calling a capital city dial-in number will be charged the normal call charges from their mobile carrier.

If mobile phone users call the Australian national 1300 dial-in number, they may still incur a charge from their mobile carrier, depending on their individual plan.

Contact your mobile phone carrier for pricing.

How much will my teleconference cost me?

Our pricing is very straightforward.

There is no charge to register, and there are no subscriptions or monthly charges. You will only ever be charged for what you use.

Find our pricing page here or call 1300 935 430 or an obligation-free estimate.

Are the participants of the conference call charged?

Participants using the national 1300 dial-in number on a landline will not be charged.

The use of a mobile phone may incur charges from the mobile phone carrier.

If participants use a local dial-in number from outside the local calling area in Australia or internationally, they will incur long distance charges on their phone bill.