SUPPORT

FAQs

Explore our frequently asked questions for quick access to what you need.

General

We provide a range of services to fulfil all your communication requirements. All services are fully hosted and supported right here in Australia.

One Touch Collaboration Services

Teleconferencing, Web Conferencing and Video Conferencing.

Digital Event Services

Completely Managed Webinars and Webcasts delivered remotely, from our Sydney or Melbourne Studios or from your venue of choice. We also offer live streaming for your conference or event, podcast production and have a Video on Demand platform for your media needs.

Our services are aimed at helping you connect, communicate and collaborate online with the fastest and easiest to use platforms in the market.

Here are just some ideas to get you thinking:

  • Online Training and Education
  • Professional Development
  • Shareholder Announcements
  • Annual General Meetings (AGMs)
  • Internal Communications
  • Live Streaming Conferences and Events
  • Stakeholder/Member Engagement
  • Lead Generation/Content Marketing

All of our services are located in a secure telecommunications co-location facility here in Australia. This means that your data never goes off-shore and your attendees will always receive the fastest collaboration experience.

Our dedicated Customer Support team are also based in Sydney – we don’t believe in outsourcing something as important as customer service.

 

 

Teleconferencing

First log into your Account Management Portal to download the Outlook Plugin. Run the downloaded file to install the Outlook Plugin, and then close and restart Outlook for it to take effect.

Once you have entered your Account Management Portal login details, schedule a new meeting through Outlook as you normally would.

You will notice a new section for meeting templates so choose between the 2 meeting invitation types – Tele/Web or Video Conferencing. Participants receive the Outlook Invitation and click on an embedded link.

The link opens a registration page and the Participants enter their name, company and email (the system remembers their details, so this is a one-time action).

They then choose to have the system dial out and connect them or they may wish to dial in and connect themselves (perhaps you are in a Board Room and do not know the direct dial in Number for the room).

Once they select “Dial In” or “Call Me”, their screen changes and they go to a web page that displays a live Participant list so that they know who is in the call at any time.

We have a list of over 50 International Toll Free numbers – this means your international callers will not be charged to join your call.
If the location you require is not on the list, we can do one of 2 things:

1) We can either dial out to your participants and bring them into your call OR;
2) We provide them with an alternative number to use.

We will help ensure your call goes ahead!

As a moderator simply press *4 on your keypad to record your teleconference. You will then be able to download and host your recordings from your Account Management Portal. You can have your teleconference on auto-record by changing your settings in the Account Management Portal. Click here to login.

Moderators and Participants can gain immediate assistance at any time during their teleconference by pressing *0. Alternatively, you can contact our Customer Support Team on 1800 733 416.

For the full list of features and technical specifications, please download the PDF here.

Simply call 1800 733 416 and we can have you set up with moderator and participant passcodes immediately. Then, it’s just a matter of dialling a number and entering the passcode and advising your participants to do the same!

Absolutely. We can issue you and your organisation with as many as moderator and participant pass codes as you need. There are no additional charges associated with additional pass codes.

The beauty of using One Touch is that you simply pay for what you use! There are no upfront, minimum or monthly fees. It’s all PAYG because we don’t believe in tying you to any contracts. It’s simple really – if you like us, you will keep using us! Get your Free Trial today.

Web Conferencing

Web Conferencing is real-time sharing of content between two or more devices and is meant to replicate face-to-face meetings. Webinars are interactive online seminars held by presenters and attended by audiences.

The difference between the two is largely that web conferencing is two-way communication and webinars are one-way communication.

We offer free ad-hoc training to all our billing customers. Just reach out to our customer support team and they will set you up with an appointment for training.

For the full list of features and technical specifications, please download the PDF here.

Simply contact us and include your moderator and participant code along with the time and date of your recording. We will then record your meeting and provide you with a synchronised file which you can download from your Account Management Portal. Video on-Demand hosting options are also available.

Webinars & Webcasts

As a customer, you have access to your own Account Management Portal (AMP). Within the AMP, you can access the following reports:

  • Registrations vs Attendees
  • Duration
  • Entry/Exit Time
  • Questions asked
  • Poll Results
  • Browser used
  • On-demand reporting – if Video on Demand is used

Why not host all your webinars on our Video on-Demand (VoD) Platform? VoD is your one-stop-shop for recorded webinars and allows your attendees to access 24/7.

Take a look at a VoD example

No, the more the merrier! We use a CDN (Content Delivery Network) to stream video content to viewers. All of your content is distributed over a large network of servers and can handle an almost unlimited number of viewers.

When you choose Redback, you receive complimentary support for all your attendees as part of our service.

They simply dial our 1800 Toll Free Number and speak to a real person, every time!

Engaging your online viewers is key – that’s why the Redback webinar platform has been created with your needs in mind.

Our features include:

  • PowerPoint Presentation sharing
  • Live Polling
  • Chat Sessions
  • Resource Library
  • Upcoming Event Links
  • Private Question and Answer Sessions
  • Exit Surveys

Find out more about the platform features here.

Our studios and based in CBD locations in Sydney and Melbourne. They’re equipped with state-of-the-art lighting, broadcast equipment and green screens.

We also have access to partner studios around Australia in Canberra, Brisbane, Adelaide, Perth, Hobart and Darwin.

Download our Digital Event Style Guide for images and sample presenter seating layouts.

You can also see our studio images on Google Maps:

At Redback we can deliver your webinar across 3 main channels:

  • Remotely Online: your presenter can be based anywhere in the world and we will work with them to deliver a seamless online experience
  • Studios: we have purpose built broadcast studios based in Sydney and Melbourne. Your presenters can present from these locations and feel like a real star
  • Your Venue: thinking of having a physical audience? No problem – we can come to your venue and stream your event online, meaning your audience gets the best of both worlds

Redback Connect are unique in that all our webinars are completely managed. We take care of all the heavy lifting, from crating your registrations pages, training your presenters and delivering your event live or on-demand.

Simply provide us with your topic, time, date and presenter and we will look after the rest!

Find out more here.

Webcasting is broadcasting over the internet. It is the gold standard in delivering online events. It’s quickly becoming the innovative and inexpensive way to broadcast your physical events allowing you to reach a wider audience, generate a higher return on investment and stand out from your competitors.

Many are now also choosing to stream panel discussions, interviews and product launches from state-of-the-art studios.

Please use our test your system page to check if you can view a webcast from your computer at your office. If multiple people in your office are planning on viewing a webcast at the same time, please consult with your IT administrator to find out if this will impact your office network.

We understand that life happens. That is why we archive your webinar and make it available to your attendees within 4 hours of your event completing.

Absolutely nothing! There are no downloads required to join a Redback Webinar. All your attendees need is a stable and reliable internet connection.

Our platform allows you to upload your PowerPoint presentation into a virtual library. It will then remain there until you delete it. Please note – you are unable to upload Prezi, Keynote or PowerPoints with embedded video or audio files.

Our Managed Webinar Service allows you to focus on your content while we take care of the rest.

Let our dedicated event managers look after your email invitations, registrations, presenter training and comprehensive reporting.

For more information on what is included, please click here.

You’ve come to the right place!

Click here to download our Presenter Handbook – it contains everything you need to get you up and running.
Alternatively, contact us today and one of our Redback Customer Success Managers will be able to assist.

Live Streaming

You’ve come to the right place – once you have chosen your venue, simply contact us and we will sort out the rest.

Our dedicated Customer Success Managers will liaise with your venue and speakers to make sure your event is a success.

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