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FREQUENTLY ASKED QUESTIONS

Select a category below to view answers to our frequently asked questions.
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FAQs
Conference Call
Dial-in Numbers & Charges
Screen Share
Technical Questions
Video and Web Meeting
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FAQs
  • CONFERENCE CALL

  • How do I make a conference call?

    Using our service is extremely easy. If you don't already have a PIN, simply click here to get one. If you already have a PIN but are unsure of what it is, then log into your dashboard to view it here.

    First you need to let your Guests know the time and date of the call. They’ll need to know the PIN and dial-in number (be sure to send the mobile short code for those on the move). You can easily schedule a call by going to the scheduling tool tile within your account area. You’ll have multiple ways to schedule a call, including a copy to clipboard invitation, Outlook plugin and our mobile app.

    At the given time and date, everyone should dial into the call and enter the PIN when prompted. Once connected, you will all be placed into the same conference call.

  • Is there a time limit for my call?

    No, there is no limit to the duration of a conference call. However, we will automatically disconnect any conference lasting over 8 hours in case some Guests forgot to put the phone down!

  • Is there a maximum number of Guests allowed on a call?

    There is no limit to the number of Guests who can join your conference call. However, we require 24h notice for calls with over 100 Guests. To book your call, please contact our Customer Service team or request a call back.

  • How do I find out how many people joined my call?

    For our standard Conference Call customers, usage reports can be accessed online by logging in to My PowWowNow and going to the Actions, Recordings and History tab. Here you can view a summary of your conference call, including the number of Guests connected.

    You can also perform a head count whilst on the call by pressing #1 on your phone keypad.

  • Do I need to book my call in advance?

    We only ask you to book your conference with us if you're expecting more than 100 callers.

  • How can I make scheduling a conference call simple?

    For easy ways to help schedule a call go to the scheduling tools tile within your My PowWowNow dashboard. You’ll have multiple ways to schedule a call within the tile, including a copy to clipboard invitation, Outlook plugin and our mobile app.

  • How can I change my on-hold music?

    To change your on-hold music go to the on-hold music tile within your My PowWowNow dashboard. Here you will see every on-hold music option, simply click the play button to listen to each track. Once you’re happy with your choice click the select button to update your on-hold music.

  • How do I change the language of the prompts I hear while on a conference call?

    You can change various call settings, including announcements and the voice prompt language, inMy PowWowNow. Simply log in and go to My PINs and click the 'Edit Call Settings' button.

  • What controls do I have access to while on my conference?

    There are a range of features that you can access directly from your telephone keypad while you are on a conference call. For example, you can lock your call, mute Guests or hear a Guest roll call. Pleaseclick here to view a list of all in-conference calls controls.

  • I've forgotten my PIN. Can I get a new one?

    Users who can’t remember their dial-in details, please login to your My PowWowNow dashboard where you’ll find all your dial-in details on the left hand side.

  • Does my PIN expire / can I reuse the same details?

    Our service is designed so PINs can be used again and again and your PIN remains the same for all your calls. If you require an expiration date on your PIN, we can offer Time-Limited PINs on our Premium service. For further details, please contact our Customer Service team or request a call back.

  • How many PINs do I need? Can I have more than one?

    On our standard service, you can only have one PIN per email address. If you require multiple PINs for yourself or your colleagues, this is something we can offer on our Premium service. If you are already a Premium account holder, please log in to My PowWowNow to create additional PINs. Please note that you need to be an Admin to be able to set up new users. As a Premium customer we will issue you with a dual PIN-pair for additional security. Your Host PIN is the PIN you use to start, join and control a conference call. Your Guest PIN is the PIN you need to share with your call Guests every time you invite them to conference call. If youd like to make the Host PIN entry optional, you can change the settings on your PIN in My PowWowNow.

  • Can I change my PIN?

    Your PIN number is valid for life, if you wish to change it for security reasons you will need to contact our Customer Service team to delete your PIN and initiate you with a new one.

  • Can someone have the same PIN as me?

    No, your PIN is unique.

  • How can I set up additional users?

    On the Free service, you can only have one PIN per email address. If you require multiple PINs for yourself or your colleagues, this is something we can offer on our Premium service. If you are already a Premium account holder, please log in to My PowWowNow to create additional PINs. Please note that you need to be an Admin to be able to set up new users.

  • How do I record my call and where is it stored?

    Sign in to your PowWowNow account, from here you can enter the Recordings & History tile. Once in the tile please select the recordings tab and enter a date range that you would like to search for recordings in. Please select your recording you would like to download click the download button to open it within your browser. From here you can download the file by clicking the download button again.

  • Can I add Web or Video conferencing to my call?

    If you want to enjoy all the extra benefits of an online meeting, check out our web meeting plans.

  • Can I personalise the introductory welcome message to my conference call?

    Yes! A personalised Branded Welcome Message is available as part of our Premium service. Please allow 7 working days for the message to be recorded and made live on the system.

  • What's My PowWowNow, where do I get my login details and how can I reset my password?

    My PowWowNow is your personal account area where you can access recordings, change your call settings, manage users and much more. Click here to log in.

    Your username for My PowWowNow is the email address you used to register with. Your password would have been emailed to you in your original registration email. If you no longer have access to this email or wish to reset your password, please click here and follow the on-screen instructions.

    If you have forgotten your password or wish to reset it, please click here and follow the on-screen instructions. Well send you an email with a link to help you reset your password. If you do not receive this email, please check your junk folder.

CONTACT CUSTOMER SERVICE

Hopefully we’ve been able to answer your questions on this page but if not, our friendly customer service team is available Monday – Friday, between 8am – 6pm (UK time).
We are closed on weekends and UK Public Holidays.