Creating Your Physical Environment

There are many factors that need to be taken into consideration when using the telephone as a means for communication, especially when you have 2 or more people on the call.

Question: What tools, materials & resources are necessary to set the stage for a successful Tele-call?

The Phone

1. Having a good working phone is important. If you plan to use a cordless phone, please make sure the batteries are fully charged. For some reason batteries cause bridge static. Also try not to place yourself far away from the base of the phone. That too will cause challenges. (static, echo, fading)
2. No Cell phones - in small groups cell phones are fine, but in a large group it will most definitely cause a problem. Static seems to be the big issue as well as potentially getting dropped off the call. Most cell phones have no mute button, making outside noise easily heard and very distracting to the call. It breaks group connection easily.
3. If you are calling from overseas, please use a premier carrier. The low budget carriers or calling cards always cause bridge echoes. Then everyone suffers through the echo for the rest of the call. You may ask the person to hang up and dial in again that may alleviate the echo.
4. Mute Buttons- This is a feature that is so important. When you are in a room and you do not have a mute button everyone can hear the background noise (door bell rings, someone sneezes, computer noise, children talking). This can really detract from the call. People become disengaged and annoyed. Another reason it's so great is that you can mute yourself so that if you have to be in a room where there is noise you don't have to leave the room - just mute the phone and no one will hear you. When you want to participate you just unmute the phone. Fabulous feature. This does not give you license to multitask! :
5. Using the *6 key on your touch tone phone also mutes the phone. This is a toggle feature so pressing *6 again un-mutes.

The Headset

1. The headset is a piece of equipment that will enhance using the telephone as it is easy and comfortable to wear.
2. There are many types of headsets available -below you will find a list of resources for purchasing headsets.
3. Be sure that the headset is returnable or exchangeable. You many need to try a few before you settle on the one that fits right for you. There are many styles and brands and different designs. Some fit into the ear, some go over the head, some fit around the back of the head and some come with mouth pieces. We suggest you use a reputable brand and don't look to cut costs in this area. The headset is one of the most important features for your success. If you are comfortable, and the participants can hear you clearly, that is paramount.
4. Headsets range from $40 to $300 so as you can see there are lots of choices.

Resources For Headset Websites
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www.headsetinnovations.com
www.headsets.com
www.plantronics.com
www.headsetzone.com
www.etelephonesystems.com
www.hellodirect.com
www.gnnetcom.com

Bridge lines

1. What is a Bridge line? It is a teleconference calling service that is provided by a particular company. You are assigned a single telephone number that you pass out to your students, customers, clients or participants. You have complete control/access to this number 24 hours a day for as long as you wish to lease it from the company. This is only makes economic sense if you are hosting a lot of classes. Otherwise there are a variety of choices for renting bridge space
2. How many people can a bridge line hold? The line can hold (depending upon the company) anywhere from 10 to 150.
3. What does it Cost? The number of people you will have for the call sometimes determines the price structure.
4. Where are bridge lines located? The bridge line can be located anywhere in the United States. Sometimes they are called "meet me conference lines". These bridge lines can be rented by the hour, instead of a full- time bridge.
5. What if I am the first caller? If you are the first person to call the bridge line, in some systems the number will continue to ring until a new caller comes on the bridge line. On the other hand, if you and another caller call in at the exact same time, or you call in after the call has started it may be silent until someone speaks, or someone may already be speaking. Some systems allow you in and announce that you are the first caller
6. How do You know if someone has joined the call? On conferencing / bridge lines you sometimes will hear a little "ring" noise when someone new joins the call. You may also hear a recognizable "click" when someone leaves the call. This way you will always know if someone has joined or left the call. This is not the norm for all bridge line companies. You can ask when you are about to purchase phone time.
7. What happens if the reception is poor? Occasionally (very rarely), a long distant caller may bring an "echo" with him /her. If this were to happen, you would still be able to hear everyone speak, however, there may be a sort of "digital" or "tunnel" sound to it. To solve this problem, have that caller/participant hang up and call back in. If they can mute themselves from their own phone equipment this may help. If that does not work, or you cannot tell who brought the echo, have everyone hang up and call back in together. This may seem like a hassle but will be well with it to the quality of the call time. In the event of this necessity, ask all callers to count to 20 before calling back in.

Bridge lines
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www.Rentabridge.com - division of Seek Solutions
www.Bridgelineconference.com
www.telephonebridgeservices.com
www.freeconference.com

More Teleclass Etiquette and Telebridge Calling Procedures:

Q: What is most important on Tele-calls regarding etiquette?

1. Do your best to minimize background noise and interruptions. Please turn off the ringer on any other phone line in your vicinity. Also, please use your mute button if you will be taking notes via a computer keyboard that could be heard by others.
2. If you are interrupted during the class, use your mute button. If you don't have one, just hang up and call back when you are free. Do not place the class on hold if we will hear music or a recording when you do so.
3. If you have call waiting, disconnect it before calling. With most phone systems, you can do this by dialing *70.
4. Please do not use the following phoning methods:
   • speakerphone
   • cell phone to call in from a moving vehicle, whether or not you are the one driving. If you must use a cell phone (please use it from a parked location) or speakerphone, please be familiar with how to mute yourself, when you are not speaking, using your own phone equipment.
5. Questions and discussion will be welcomed throughout the class. Ask to be recognized by saying your name, when you wish to speak, and wait to be called on.
6. If for some reason you are the first caller, the Conference Bridge Phone Number shall continue to ring until a new caller comes on to the bridge line. Just keep listening to the ringing until a new caller comes on. Thank you!
7. Participants call the bridge number a couple of minutes before the class is scheduled--if you call in too early, you may interrupt another group's call. You can use www.time.gov for the accurate time. The TeleClass leader, however, should be on the line 5 minutes prior to the beginning of class. Just as in a live environment it is important to act the host and greet participants as they join.
8. 'Start on time, finish on time' is key, vital and important, both out of respect for your participants and also to clear the line for other groups in a timely manner.
9. Please note that this is a special number and should only be called during your scheduled time, as it may be in use by other parties at other times.

Telephone Bridge Time Packages

1. How Much Does It Cost?
   Below are just a few examples of the cost. They vary from company to company. When you search out bridge line companies you will see that most of them are fairly competitive.
   • $18 USD for 1 hour
   • $32.50 USD for 1.5 hours
   • 6 hours for $90 USD
   • 10 hours for $125 USD
   As you can see there is a savings when you purchase more time.
2. What are the advantages of not using a toll-free number?
   
   1. Phone bridge numbers are not toll-free numbers, bridge lines are accessible to international callers, while 800 numbers (toll-free) are not always available to international callers from overseas. You may start to have callers participate from all over the world.
   2. Everyone usually saves money. Most callers are okay with paying for their own long distance when they realize that an 800 number (toll-free) ranges at minimum from $12-$30 per hour PER PERSON, and inevitably these costs will be passed on to them.
   3. No operator is necessary to work the telephone bridge lines. This allows you to dial right in with out the delay of an operator organizing a call. It also lets people call in from anywhere, versus having to call from a predetermined number or location.
3. How do I pay? And What Am I Paying For?
   Most of the companies will take Visa, MasterCard, American Express and Discover. You can Buy Time when you need it. With most companies you can purchase time. It can be good for one year and does not have to be booked all at once. Before you buy a block of time be sure to ask if they have a time limit as to when it must be used.

   Submitting a schedule request is a separate process from buying time, and vice versa. With some companies you will need to do both. It is good to have time purchased in advance, or at the same time as submitting a scheduled request, if you want quicker confirmation of your Telebridge phone number. Your time may need to be paid for before they officially confirm your requested hours and send you a number.

   Also note: If you buy a log of hours to draw time from for calls you need periodically (i.e., bulk purchase of 10 hours, good for a year), some companies will let you know when you are getting low and need more time.

4. I bought "bulk time" bridge line hours. Can I schedule a 45 minute call? What about 30 minutes? Bulk hour purchases allow you the most flexibility and options in scheduling. There is a one hour minimum with all bridge line rental, however, with bulk time you can book in 15 minute increments after that (i.e., 1.25, 1.5, 1.75 hours).
5. I want to book a 1.5 hour call and want to buy my time by the hour versus a bridge time package. How do I do that? Some companies give you the choice to buy both 1 hour and 1 half hour. You maybe able to by one of each.
6. What are the easiest Telebridge times to get? Time availability varies by day of the week and from month to month. It is usually worth inquiring about a time you want to assure you of the time you need.
7. How much advanced notice is needed? This varies from company to company. From our experience 24 hour notice is all that is needed. Please be careful and check the time and date before you do any advertising. Time availability varies by day of the week and from month to month. It is usually worth inquiring about the time you want as much in advance as you are able. Once you are clear about the time you need, the company can give you a sense of availability and you can make your choices from there. Some people book their desired times over a year in advance to guarantee having the same time and telephone bridge line number.