Lv 8, East Tower, 410 Ann St, Brisbane, QLD, 4000
1800 98 88 98 | +61 7 3036 8188

SUPPORT

technical support

Chorus Call Australia audio conferencing support is available 24 hours a day.

Call us on 1800 98 88 98 or +61 07 3036 8188.

If you require assistance during your conference call, press *0 to signal an operator, or hang up and dial:
Australian Toll Free – 1800 202 229
NZ Toll Free – 0800 446 958

Click here for a complete list of unassisted conference features.

Support for technical issues with any unit purchased from Chorus Call Australia is available Monday to Friday between the hours of 7:00 AM and 5:00 PM Australian Eastern Standard Time (AEST), excluding public holidays.

Support will be provided to any units purchased from Chorus Call Australia that have current and up to date Assurance Maintenance Service (AMS), or where support is included in the cost of the unit purchased.

Chorus Call Australia will provide level 1 support to diagnose the issue. If the issue is determined to be a fault in the video and audio unit, support will continue until the issue is rectified. If it is determined the issue is related to the customer’s internal network, other associated systems or any hardware that isn’t under AMS, a quote will be provided on the expected cost of support.

For additional information, please call us on 1800 988 898 or lodge your support ticket HERE.

To receive support for your video system, please use our support ticketing system. This is the most efficient way for us to fully understand your issue with your video system and resolve it effectively.

Lodge Ticket

We are a Brisbane based company with representation throughout Australia. With each purchase of a video unit or audio conference device from Chorus Call Australia, you receive free unit configuration and unlimited telephone support to assist you with your installation.

This includes installation assistance, unit setup and advice on the best configuration of your internal network to achieve maximum results for your video and audio unit.

Chorus Call has been a leader in teleconferencing and video conferencing in Australia for over 10 years. We have installation and support capabilities in most capital cities around Australia. If you require a detailed configuration of your units(s), we can provide a quote to meet your needs.

Please call us on 1800 988 898.

Please note that our technicians are available to provide support on all equipment and software purchased from Chorus Call Australia that is under current warranty.

If the technical issue is identified as being relating to customer premises or equipment and/or the equipment is no longer under maintenance, call out charges may be applied.

Non-urgent technical support is supplied between the hours of 7:00 AM and 5:00 PM Monday to Friday.

To register your issue please lodge your support ticket HERE.

A technician will respond to your enquiry within 3 business hours.

Urgent technical support is available 8:00 AM to 5:00 PM Monday to Friday.

Call our support lines below to contact a technician.
Australia: 1800 988 898
New Zealand: 0800 453 630
Other International: +61 7 3036 8188

A technician will respond to your enquiry within 30 mins.

Chorus Call Australia is an accredited Lifesize® Silver Partner and we offer Lifesize® Partners Assurance Maintenance Service (PAMS) recertification.

For rates and quotes please call us on 1800 988 898 or email ozmedia@choruscall.com.

Lodge a support ticket

For us to provide efficient video support, please detail your issues via our online ticketing system.

Frequently Asked Questions

What is the difference between Assisted Audio Conferencing & Unassisted Audio Conferencing?

An assisted audio conference is a one-off or recurring teleconference where the operator connects all parties to the conference. The operator can dial out to the parties or the parties can dial in and the operator will join them into the conference.

An unassisted audio conference is when all/most parties dial into a phone number and enter a pin number. No operator interaction is necessary for this type of conference. The pins initially assigned for an unassisted conference are available for use 24/7/365. These calls do not need to be scheduled. They can occur whenever the party with the host pin sets up and initiates a conference.

What details do I need to provide when making a booking?

We request you supply the following details:

  1. Provide your Contact Details (e.g. Name, Phone number and email address)
  2. Provide your Company Name & Department Name(if applicable)
  3. Provide the Date and Time of your conference
  4. Do you wish to have the conference recorded? Yes – Recording will be made available via an electronic file to download (FTP link).
  5. Provide the Chairperson’s Name and Phone number
  6. Provide the Participant list with Names and Phone Numbers

We will then email you a call confirmation, including all details and a reservation number (or supply it via telephone). This number is to be quoted if making changes to your booking.

How can I get assistance during my conference call?

If you require assistance during your conference call, press *0 at any time or hang up and dial 1800 202 229 (AU Toll Free), 0800 446 958 (NZ Toll Free) or +61 3036 8188 (international).

How does assisted audio conferencing work?

The Chorus Call operator will start dialling the participants a few minutes before the scheduled time of the call.

The participants will go into your call on ‘hold’. At the scheduled time of the call, the operator will call the Chairperson and advise them who is currently on hold.

The call will be connected and the operator will do a roll call with all participants, then the call begins.

How does an Unassisted audio conferencing work?

Host:

  1. The Host dials into the service, is welcomed by a recorded voice announcement and is prompted to enter their PIN number, followed by the # key
  2. Enter the Host PIN number followed by the # key
  3. The Host will be advised that their PIN number has been confirmed
  4. A Host with a valid PIN number will be placed into conference

NB: It is the Host PIN that activates the conference. Guests will hear music until the Host dials in.

Guest:

  1. Guests dial into the service and are welcomed by a recorded voice announcement and are prompted to enter a PIN number
  2. Enter the Guest PIN number followed by the # key
  3. Guests will be advised that the PIN number has been confirmed
  4. Guests with a valid PIN are joined into conference

How do I connect My Conference call?

Chorus Call uses multiple telecommunication carriers to ensure as little disruption to your conferencing service as possible.

The two numbers below will end on the same bridge and provide you with an alternative should one of the carriers have an outage. We supply a main and alternative number in the unlikely event that you experience connection or quality issues using the main number. Your pin will work using either number.

Australia-wide Free Call: 1800 556 264
Alternative Australia-wide Free Call: 1800 173 224

Chorus Call has a large number of local and international access numbers in capital cities, major regional centres and most key international locations. We are always updating and improving access for our customers.

Can I get custom Conferencing user functions?

Yes! Through our sister company Compunetix, who builds and distributes the world’s best conferencing bridges, Chorus Call Australia has the ability to make in-house development of needed customer solutions.

If you require a specific solution for your company, please speak to your account manager or contact us on 1800 988 898.

What are standard Unassisted audio conferencing user functions?

The below features are standard on all Chorus Call unassisted audio conferencing accounts. Use these automated features to improve your conference outcome.

Keys Name Description
*0 Operator Assistance Press the * key then 0 to notify an operator that you need assistance. If there is static on a line or you simply have a question press *0 anytime.
4# Participant Mute By pressing 4 then # any participant can mute their line.
5# Deactivate Participant Mute
99# Conference mute If a host wishes to mute all participants except themselves they can press 99#
88# Deactivate Conference Mute
6# Security Lock To lock the conference from any further participants entering your conference call, press the 6 then # key
7# Security Unlock
999# Conference Count By pressing 999# the conference will provide a tone only conferee count.
*9 Disconnect all guests By pressing *9, all participants, except the host, will be disconnected from the call.

 

What are additional user functions that can be requested?

These features of a Chorus Call Unassisted Audio Conferencing account need to be set up by an administrator to be available to customers. Set up is free and can be completed easily by speaking to an operator or your account manager.

Keys Name Description
732# Record Conference By pressing 732 (REC on your keypad) a digital recording of your conference will be started. You will hear a prompt notifying you that the recording has started and you can download your recording from your custom FTP BOX folder. Note: A small fee for the recordings do apply.
By Operator Participant name Record This is set up by the conference administrator and will prompt each guest to record their name and company before entering the conference. They will then be announced by the conference system and joined into conference.
72# Roll Call To hear all participants on the call’s name and company recording press 72 followed by the # key
By Operator Project Codes Track your conference usage by specific codes that will show on your billing. This feature is popular with professional firms looking to track costs against clients or projects.

How do I dial out from my conference call?

This can be set up as an account feature by a conference administrator or your account manager.

  1. Press * 1 to enter the conference menu.
  2. As a prompt to dial, you will hear a series of repeating tones.
  3. Dial the phone number, including area code, followed by the # key.
  4. Once you have reached the party, press *1 to place the party on hold or *2 to disconnect that line.
  5. Repeat instructions above to dial out to additional phone numbers.
  6. Press * 1 to join yourself and the called parties into the conference.

Can I use my pin from any phone?

Your pin can be used from any phone, be it a mobile phone, office phone, speaker phone, or even Skype.

It does not have to be the one you listed when setting up your account.

We identify your account by the pin you use, not the number you dial in from.

When my guests dial in and put in their pin, are they connected to me in my office?

No. Everyone who needs to be in the meeting needs to dial into the conference and use their pin. Guests will not connect to the host phone unless the host location dials in as well and uses the host pin.

What is the difference between a Host pin and a Guest pin?

The host pin for a conference is the pin needed to initiate the conference. If all parties dial in with guest pins and no one uses the host pin, all parties will be kept on hold and never join together. The host pin also allows the user to access several features the guest pin does not have, such as muting all the guests or listening to a party count.* For security purposes, we recommend that you only give out your host pin to the person(s) you are comfortable scheduling and starting conferences.

The guest pin is the general pin for all parties to join into the meeting initiated by the Host pin. The guest pin can join a meeting but not initiate one.

What if someone needs to join my unassisted conference, but I don’t have a toll free number for their location?

They can use the international toll number or we can dial out to them for you.

Just call 1800 988 898 and let us know the date, time, dial out information and host pin for the conference you need them joined in to.

If I say goodbye and everyone hangs up, am I still connected to the conference?

Yes. You have to hang up your phone on your end or you will still be a live line in the conference. The conference remains active until All host and guest lines are disconnected.