This content applies to NA, APAC and EMEA Geos

This document contains a number of Frequently Asked Questions (FAQs) that provide relevant information for Adobe Connect Licensed and Hosted customers who wish to facilitate Audio Conferencing Services.

Questions answered specifically for those who have Hosted Adobe Connect Accounts

I have no audio conferencing service and want to register

Please sign up for an account with the selected audio conferencing service provider (this is independent from Adobe). Once you have done this, the instructions for how to create an audio profile can be found by selecting help within the product and then clicking menu item 'Create and Use Audio Profiles'

 

I have audio conferencing service and want to switch to another provider

Please sign up for an account with the selected audio conferencing service provider (this is independent from Adobe). Once you have done this, the instructions for how to create an audio profile can be found by selecting help within the product and then clicking menu item 'Create and Use Audio Profiles'

 

Can I have multiple conferencing providers for my single account?

No.

 

If I switch conferencing providers, can I still use the former audio conferencing service?

No. When you switch providers, your former adaptor is de-provisioned and the related telephony service is no longer usable in the rooms.

 

Questions answered specifically for those who have Licensed Adobe Connect Accounts

I want to add audio conferencing services or want to switch providers

The administrator (within your own organization) of your Adobe Connect Licensed account can configure telephony settings on their on-premise install. This request cannot be fulfilled by Adobe Customer Service.

 

Can I have multiple conferencing providers for my single licensed account?

Yes. A particular on-premise server instance can be configured to use multiple conferencing services.

 

If you have either Hosted or Licensed Adobe Connect Accounts

If I switch conferencing providers, will existing rooms be automatically migrated to the new service?

No. If you switch providers, meeting hosts need to register their account credentials (for the new conferencing service) in their profile. (In Adobe Connect Central, select My Profile > Edit My Preferences > Audio Conference Settings.)

 

What does an end-user need to do to use a new conferencing service for his/her meeting room?

  1. Get an account for this audio conferencing service from his Administrator
  2. Register his/her account credentials (for the new conferencing service) in his/her profile. (In Adobe Connect Central, select My Profile > Edit My Preferences > Audio Conference Settings.)
  3. Create a new meeting and select the new audio conferencing service for the new meeting room.

 

 

Can an End-User change the audio conferencing service used by an existing meeting room?

In the current version of the product, an audio conferencing service is assigned to a room once for all and cannot be changed. Users would need to re-create their current rooms, or create new rooms, to use the new audio conferencing service.

 

I already have an account with the selected conferencing provider. Can I use it with Adobe Connect?

Yes

 

Am I automatically provisioned for the selected audio conference?

No. You are not automatically signed up for the selected audio conferencing service. To sign up for a new audio conferencing account, you should contact one of the listed providers.

 

Are the conferencing costs included in the Adobe Connect License fess or offered as part of trials?

Access fees and subscription fees may apply to audio conferencing services and arenot included in the Connect Pro license fees nor in the free trial of Adobe Connect.

 

I cannot find my preferred conferencing provider in the list of options published by Adobe. Are their more options available?

All currently avaialable options are listed in Adobe's current documentation or website (this is subject to revision on a periodic basis). Service options may vary according to the region where you are located.

 

Solution

The following content applies to NA, APAC and EMEA Geos

To modify or select your preferred audio conferencing service provider on your Connect account, or to ask questions that have not been answered here please contact:

Connect Customer Service:

800-945-9120 (Option 1)

Monday-Friday

6am-5pm(Pacific time)

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