Find answers to frequently asked questions on the services provided by Global Crossing.

FAQ Categories:

• Important Service Changes
• Support Contacts
• General Q&A
• Using Ready-Access®
• Global 800

Important Service Changes

Important note about security concerning conference access:

In order to comply with security risk requirements with respect to on-demand conferences, by default all accounts will now be secured by requiring both a meeting Access Code and a chairperson Passcode to open a conference.

• This feature provides improved security by increasing chairperson control over audience interaction and reducing the potential for fraudulent use of conferences.
• The chairperson Passcode should be considered secret and treated as passwords with other systems, meaning it should not be shared in order to prevent compromise of conference security.
• For certain types of calls the Passcode requirement can be disabled but this should be limited to call types specified within the usage guidelines of the service. The chairperson will still be given the opportunity to enter the Passcode to allow moderation of a conference, but it is not required for the conference to open. If a participant does not respond to the chairperson prompt they will be joined to the conference after a few seconds.
• Your chairperson Passcode is provided only with the email notification containing your account details. If you have not received your account details via email please call Global Crossing customer care at the numbers provided. You will need your Ready-Access Access Code and GPN numbers for identity verification prior to obtaining your Passcode from Global Crossing customer care.

Important note regarding access numbers for conference dial-in:

• Provided with your Ready-Access account information will be the required dial-in details for your conference which will consist of both toll-free and local toll numbers.
• The Ready-Access solution will primarily consist of toll-free access numbers provided by the Global "800" service, with some local toll numbers for use as appropriate.
• The implementation for internal UBS dialing numbers is under review for future implementation.

Support Contacts

General Q&A

Q: What is Ready-Access® Conferencing?
A: Ready-Access® is a reservationless audio conferencing solution provided by Global Crossing for UBS. The Ready-Access® solution provides the following features:

• Toll-free access from nearly 50 locations globally
• Support for up to 96 participants per call (standard setting)
• Up to 150 concurrent participants can be requested by contacting Global Crossing customer support (see contact information listed above)
• Chairperson participant mute/unmute
• Call recording
• Web based moderator tool for visual conference management
• Security features such as conference lock, 2 form authentication, participant count and roll call
• Configurable entry/exit notifications
• Dial-out capability to add participants on demand
• 24x7 in-call operator and help desk support

Q: What's New with My Ready-Access® Account?
A: The below items are new:

• Account details will now consist of both an Access Code and a chairperson Passcode. Both are required for the chairperson to start a conference (please see Important Changes Regarding Conference Access). Your chairperson Passcode will be provided with the account details email sent directly from Global Crossing, it is not printed on your reference card for security reasons.
• Conferences can have up to 96 participants in a single conference (standard setting)
• Up to 150 concurrent participants can be requested by contacting Global Crossing customer support (see contact information listed above)
• You will now be able to mute/unmute all participants on a call to eliminate background noise.
• The in conference audio control command codes are changing due to the platform change, full details will be provided with your account.
• Additional features such as allowing chairpersons to lock a meeting in order to prevent additional users from joining or disconnecting all users from a conference at anytime are available to provide improved conference security.
• A web based conference management tool which provides chairpersons the ability to control all aspects of a call visually, including setting conference account options.
• All conferences are by default billed back to a chairperson's GPN number. Optionally a chairperson can request their account to be billed to a project code by contacting Global Crossing support and having that information added to an account. Users can also request multiple accounts to facilitate using multiple billing codes.

Q: I never received the mailer from Global Crossing with my account details and wallet card, or I have misplaced them, how do I obtain these?
A: Please contact Global Crossing support via phone or email, you will need your account Access Code and GPN to verify your identity. Global Crossing will mail these to you upon request. See the support link under the "Need Help?" section of this website for support contact details.

Q: Can I have multiple accounts?
A: Yes, you can have as many accounts as needed to meet your requirements. Multiple accounts are useful when distinct billing codes are used for different calls, or when a chairperson may need to overlap calls and does not want to have to manage calls to ensure only the appropriate participants are on a specific call.

Using Ready-Access® Q&A

Q: Are there internal UBS dial-in numbers available to access the Ready-Access® solution like MeetMe?
A: Yes, the internal number is 19921-0000. As this is the cheapest rate for UBS it should be used whenever possible. There are toll-free and local toll numbers which can be used when dialing into a conference from outside a UBS office.

Q: Can I have multiple Ready-Access® accounts?
A: Yes, you can have as many accounts as needed. There is no additional cost for having multiple accounts, you are only charged for actual use.

Q: Why does the chairperson have to enter their Passcode to allow the conference to begin?
A: The chairperson Passcode was implemented to provide compliance with security risk requirements for on-demand conference access. Currently MeetMe does not meet the stated risk requirements for managing the risk associated to fraudulent conference use or conference access control due to the lack of 2 form authentication for access. Please see the important note about security concerning conference access above.

Q: Can the participants talk to each other before the chairperson dials in for the conference?
A: No. Anyone who dials in before the chairperson joins will be held in a "waiting room" with on-hold music until the chairperson joins the conference and/or opens access to the room. The participants will not be able to hear one another or know if anyone else is waiting.

Q: I can't remember my chairperson Passcode, how can I get this information?
A: Please contact your Global Crossing support via phone or email, you will need your Access Code and GPN to verify your identity. See the support link under the "Contact Us" section of this website for support contact information.

Q: Can I change my Access Code or Passcode?
A: The Access Code is generated randomly and will not be changed. Users can update their Passcode by either calling the Global Crossing support desk, or by calling into their Ready-Access® conference and using the audio options menu to change it. The audio command to update the Passcode is as follows:

• Dial into your Ready-Access® conference
• Enter your Access Code and press #
• Press * to enter your chairperson Passcode and press #
• Press 2 to enter the options menu
• Press 1 to change your chairperson passcode
• Enter a new passcode 4-9 digits in length and press #

Q: How many people can participate in a conference call?
A: As a standard setting, each account can handle up to 96 participants simultaneously on a call. Up to 150 concurrent participants can be requested by contacting Global Crossing customer support (see contact information listed above)

Q: Do I need to make a reservation?
A: No, you can use your Ready-Access® account at anytime 24 x 7 and there is no need to make a reservation once your subscription is activated.

Q: When the chairperson disconnects from a call will all the participants be dropped?
A: No. By default call continuation is enabled which allows the call to continue until the last participant disconnects. In some cases the chairperson may wish to have all callers disconnected as the exit a call. In order to automatically disconnect users from a conference call continuation must be disabled. To disable call continuation during a call the chairperson can press *8. The default setting can be changed from the audio options menu or from the web chairperson interface. Please refer to the users guides for more details on these settings.

Q: How do I dial out to a participant?
A: From within the conference press *1 to enter the Dial-Out menu. The chairperson is put into sub-conference at this point and participants cannot be heard or spoken to.

• Enter the telephone number of the participant to add and press #.
• The system will playback the number entered and then provide instructions on actions available after dial out. Press # to dial the participant or * to cancel the current entry and re-enter the number.
• When the participant answers you may speak with them in sub-conference and then take one of the following actions:
  • Press *1 to join the participant to the conference and return to the conference.
  • Press *2 to join the participant to the conference and then directly dial another participant without returning to the conference.
  • Press * 3 to disconnect the line and then return to the conference.
  • Press *4 to disconnect the line and then directly dial another participant.

Q: How do I get help when in a call in progress?
A: Your Ready-Access® account comes with 24x7 customer support for both chairpersons and participants. Dial 00 on your telephone key pad to bring a customer support representative directly into the conference, or press *0 to speak to a support representative privately in sub-conference.

Q: There is noise, music, or echo in my conference. Who can help me with that?
A: Noise in the conference can come from a variety of sources. Cell phones and speakerphones are a common culprit. Another common source of the problem could be a bad line connection from one of the callers. As the host you might want to ask your participants to pick up the receiver if they are on a speaker phone, dial in on a land line if they are on a cell phone or have the participant hang up and dial back in again. The chairperson can press ## to mute all callers within a conference to eliminate background noise. Participants can unmute their lines with *7 when they need to speak. The chairperson can unmute all callers by pressing 99.

Global 800

Q: What is Ready-Access® Global "800" service?
A: Global Crossing's Ready-Access® Global "800" service provides international toll free/freephone numbers that allow you to conference from international locations. Global 800 numbers offer on-demand convenience for local, regional and global conferences for both Chairpersons and Participants with 24X7 Customer Care support.

Q: How do I use Ready-Access® Global 800 numbers?
A: To view the easy instruction for using Global "800" numbers, login to https://conf.cfer.com/?startview=gos using your Ready-Access® information.

Q: What is a geographic toll number?
A: geographic toll number is a toll number (the caller pays the long distance charges) that is recognizable to the person in the country which it is offered.

Q: What is "mobile access"?
A: If mobile access is granted, this means you can dial a Ready-Access® Global "800" number from your mobile/cell phone. If mobile access is not granted, this means you cannot dial the Ready-Access® Global "800" number from your mobile/cell phone; rather you can access a conference by dialing a toll number.

Q: What is a mobile operator?
A: A mobile operator is the provider of your mobile/cell phone service.

Q: My Global "800" number indicates that mobile access is "open". What does that mean?
A: When mobile access is open, this means that you are able to dial a Ready-Access® Global "800" number from your mobile/cell phone.

Q: My Global "800" number indicates that mobile access is "partial". What does that mean?
A: When mobile access is partial, this mean that you may be able to dial a Ready-Access® Global "800" number from your mobile/cell phone, depending on your mobile/cell phone provider's network restrictions.

Q: My Global "800" number indicates that mobile access is "blocked". What does that mean?
A: When mobile access is blocked, this means that you are not able to dial a Ready-Access® Global "800" number from your mobile/cell phone.

Q: What does "mobile access available at a premium rate" mean?
A: This statement means that a user can dial a Ready-Access® Global "800" number from their mobile/cell phone after speaking with their Global Crossing Conferencing Account Manager.

Q: I need to dial a Global "800" from Japan from my mobile/cell phone. If KDDI is my mobile/cell phone provider how to I register with KDDI?
A: KDDI requires users to register with them in order to be able to dial international phone numbers, such as Ready-Access® Global "800", from your mobile/cell phone. To register, dial #00777160 for registration at KDDI's Mobile Customer Care Center.