MeetMe with Dolby Voice

Click on a topic to learn how to use MeetMe with Dolby Voice

General

Is there any limit to the number of people in a conference?
The maximum number of participants in any one call is 125.
Can I use other software on my PC while in a MeetMe with Dolby Voice meeting?
Yes, although software that consumes a high level of processing power or bandwidth of your internet connection may reduce the audio quality on your individual line.
Can I use other collaborative tools whilst using the system?
Yes, the service is designed to work alongside other tools such as Cisco Webex Meetings and Microsoft Lync.
Which headsets are compatible?
There are many headsets compatible with the system. We recommend a wired USB stereo headset on your computer. Stereo ear buds will work, although the audio quality will not be as good as a USB headset. Non-stereo headsets will not provide the high-quality Dolby sound, but will still work, so may be used if necessary.

The following headsets have been tested by Dolby and approved to work optimally with the MeetMe with Dolby Voice plug-in:

  • Jabra®: BIZ 2400 Duo, Evolve 40 UC, UC Voice 750 Duo, UC Voice 550 Duo, BIZ 2300 Duo, BIZ 2400 II Duo, Evolve 30 Stereo, Evolve 80 Stereo
  • Logitech®: H570e, H650e, HD Webcam C310
  • Plantronics®: C320, C320M, C325, C325.1, C325M, C325M.1, C520, C520M, C720, C720M, C725M, Voyager Focus
  • Sennheiser®: SC 60, SC 60 USB CTRL, SC 260 USB, SC 260 USB CTRL, SC 260 USB CTRL II

Other headsets may work, but are not supported.

How do I get help and support if I have a problem with my service?
If you have read these FAQs and still require help and support you can do this in two ways:
  • If you are in a call by computer, you can get immediate assistance via the operator assistance feature that can be found under the help menu.
  • You can contact the Help desk by phone or email..
How do I invite others to join my meeting?
Your MeetMe with Dolby Voice account email and this user guide both contain information that will help you set up meetings and invite participants to join them. See Inviting people to your meeting.
Why can't I "Reconnect" all users who disconnected from my meeting?
When a user joins your meeting via the Dolby Voice interface, if they elect to use a telephone to dial in to the meeting, or to have the meeting dial out to them, their telephone number is then associated with their "user" within the Dolby Voice meeting viewer. This allows the Dolby Voice interface to provide the ability to 'reconnect' on that number if a telephone user is disconnected:
This image shows a section of the screen where disconnected participants are displayed. One has a 'Reconnect' button available and there is text which says 'User initially connected via Dolby Voice meeting interface dial-in or dial-out - 'Reconnect' available'. The other user does not have a 'Reconnect' button and there is text which says 'User connected via computer (VoIP) or telephone (not via Dolby Voice meeting interface) - 'Reconnect' not available
Can I combine Cisco Webex Meetings and MeetMe with Dolby Voice?
Yes you can, providing you have both a Cisco Webex Meetings and MeetMe with Dolby Voice account supplied by BT. Join your MeetMe with Dolby Voice meeting, once in the meeting you will see a Join screen share button. Click there to start your Cisco Webex Meetings session in another window, allowing you to switch between your audio and web conference windows.
Can I launch and join MeetMe with Dolby Voice calls from a Mac computer?
Yes, the service is fully compatible with Mac operating systems.
Can I join a MeetMe with Dolby Voice meeting from my mobile device?
Yes, you can join using a mobile web browser or the smartphone app, however the Dolby Voice audio separation and HD audio, and ability to control your meetings is only available with the MeetMe with Dolby Voice mobile app for iPhone or Android and requires a Wi-Fi or mobile data connection.
Can I use Firefox or Chrome* with MeetMe with Dolby Voice?
Yes, all major browsers are supported.
*See note below for how to use Chrome.

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Troubleshooting

I can't access the service?
Please re-check the instructions in your MeetMe with Dolby Voice account email. Contact the Help desk if you have re-checked the instructions and are still having problems accessing.
Why doesn't my headset work when I try a self test?
Check your headset is plugged in and properly selected by the Dolby client. We recommend that you plug in your headset at least 30 seconds before you start your call in order for your computer to fully recognize your headset and show this as the active device when you join your conference.
What is the issue if I get the error: No meeting was found for the passcode?
There are two likely causes of this error: either you may have accidentally added a space into the passcode field, maybe as part of a cut and paste, or you may be using the wrong email address in the email field. The system will validate the passcode against the email address for chairpersons, please ensure you use the correct combination. The passcode must have no spaces or other characters, such as #, in the passcode field.
I appear to get a time lag on my call which makes it a little difficult to use, what can I do?
Wi-Fi solutions can introduce delay so it is recommended that you do not connect via Wi-Fi when you have important calls on the Dolby system. Corporate VPN can also sometimes introduce a slight delay that can be quickly improved by logging out of the VPN just before a MeetMe with Dolby Voice meeting. This is a useful tip to share with your participants.
I get echo on some of my calls?
The two primary reasons why echo is introduced into a call are: the use of speaker phones - we strongly recommend that speaker phones are not used for this service; and the Dolby user interface has selected the PC microphone and not the microphone on the headset. If this happened, please select your headset under the Audio settings panel on the user interface.
The audio quality on my calls is variable, how do I improve this?
Audio quality can be affected by many things; Wi-Fi connections can introduce poor quality audio. If in doubt please run a speed check on your computer by going to www.speedtest.net. You want to see at least 100kbs in both upstream and downstream.
The Dolby system will not recognize my headset automatically.
This may happen depending upon the type of headset and interaction with other UC programmes on your PC. Making your headset the default device for playback and recording will often fix this issue. For Windows, right click on the speaker icon in the bottom right of your screen, and select either recording devices or playback devices.

Chrome

Version 45 and later

Chrome keeps asking me to install the plug-in even after I've downloaded and restarted Chrome. What's wrong?

With version 45, Chrome no longer supports plug-ins and requires extensions. You need to install the latest Dolby Voice plug-in and give the new extension permission to run.

  1. Download the latest Dolby Voice plug-in here
  2. Restart Chrome
  3. You should get a prompt asking to enable the Dolby Voice 1.1. Click Enable extension
  4. If you don't see this, go directly to the Chrome Web Store
  5. Click the blue Add to Chrome button or click the link Enable this item in the yellow bar at the top
  6. Restart Chrome and join your meeting

Version 42 to 44

Chrome keeps asking me to install the plug-in even after I've downloaded and restarted Chrome. What's wrong?

With the update to version 42, Chrome turned off plug-ins. You need to change one of your settings.

  1. Copy and paste this text into a new Chrome browser tab:
    chrome://flags/#enable-npapi
  2. Click Enable link
    This shows a section of the screen with this: Enable
				NPAPI Mac, Windows. Enables the use of NPAPI plugins.
				#enable-npapi. Enable link. Red arrow pointing to Enable
				link.
  3. In bottom left corner, click Relaunch Now button
    This shows the bottom left section of the screen.
				It says: Your changes will take effect the next time
				you relaunch Google Chrome. Button Relaunch Now. Red
				arrow points to button Relaunch Now.
  4. When Chrome reopens, go to my.webjoin.com
  5. Then join your meeting

I followed the instructions but it still doesn't work.

If you clicked the Relaunch Now button and it still doesn't work, you may have more instances of Chrome running in the background. To find them:

  1. Open Task Manager by pressing Ctrl+Shift+Esc on your keyboard
  2. On the Process Tab, click Image Name
  3. Find and select any chrome.exe
  4. Click End Process
  5. Repeat steps 3-4 for each instance of chrome.exe
  6. Then quit and relaunch Chrome

You might also have to purge your cache. To do that, you need to:

  1. In Chrome, press Ctrl+H on your keyboard
  2. Click Clear browsing data
  3. Check
    • Browsing history
    • Download history
    • Cookies and other site and plug-in data
    • Cached images and files
    • Hosted app data
    • Content licenses
  4. Click Clear browsing data
  5. Now quit and relaunch Chrome

You might also have to give permission for the Dolby Voice plug-in to run. To do that, you need to:

  1. Open a new tab in Chrome by pressing Ctrl+T on your keyboard
  2. Copy and paste this into the address bar: chrome://plugins/
  3. Find Dolby Voice Client 2.3.1.0
  4. Click Enable
  5. (Optional) Check Always allowed to run
  6. Now quit and relaunch Chrome

Internet Explorer

The Dolby plug-in doesn't work. What should I do?

AActiveX Filtering is blocking the Dolby plug-in. You need to turn off ActiveX Filtering. To do that:

  1. At the end of the address box, click the icon This icon is a blue circle with a diagonal line from left to right.
  2. Then click Turn off ActiveX Filtering
    This dialogue box says: Some content is filtered on this site.
                     Use the button below to configure filtering options. Button Turn off
                     ActiveX Filtering.
-- OR --
  1. Click on the Tools icon This icon looks like a cog. in the upper right corner or press Alt+X on your keyboard/li>
  2. Select Safety
  3. Uncheck ActiveX Filtering

I get a message asking me to allow the Dolby Voice plug-in to run. Which settings do I need to change?

Generally, you need to enable ActiveX in Internet Explorer. Most of the time, Internet Explorer will prompt you and you only need to click Allow in the bar at the bottom of the window. If you want to avoid these prompts, you can make the changes below. You may need your system administrator to make these changes for you.

  1. Click on the Tools icon This icon looks like a cog. in the upper right corner or press Alt+X on your keyboard
  2. Then click Internet Options.
  3. On the Security tab, select Internet.

Then choose one of these sections to follow:

EASY
  1. In "Security Level for this zone", click Default Level.
  2. Restart Internet Explorer.
MEDIUM
  1. Click Trusted Sites.
  2. Click Sites button.
  3. In "Add this website to the zone:", enter *.webjoin.com
  4. Click Save
  5. You may have to adjust "Security Level for this zone" to Medium or Medium-Low.
  6. Restart Internet Explorer.
CUSTOM
  1. Click Custom level... button
  2. Then set these options to Enable:
    • Automatic prompting for ActiveX controls
    • Download signed ActiveX controls
    • Run ActiveX controls and plug-ins
    • Script ActiveX controls marked safe for scripting
  3. Restart Internet Explorer.

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Equipment

Can conference participants dial in from their mobile phone, landline or over the Internet (using Voice over IP (VoIP)) with the software client?
Yes, by selecting 'I will dial into the meeting using my own phone' in stage 2 of the joining process. Note that users joining this way will not get the high quality wideband spatial audio experience and their voice will be heard by others in a lower quality (narrowband).
Can I use my own headset with Dolby Voice?
Most USB headsets should work.
Can I use Dolby Voice with loudspeakers?
We recommend that loudspeakers are not used. The system is optimised for headset use. Please don't use it as a loudspeaking conference unit because it could degrade the experience for other people in the conference.

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System / Network requirements

What is the minimum Internet connection speed required for MeetMe with Dolby Voice?
100kbits/sec downstream and 100kbits/sec upstream. You can test the speed of your Internet connection on several popular websites, for example www.speedtest.net.
Are there any limitations on which networks or access technology I can use?
No, it should work over any network provided there is sufficient bandwidth. Note that a wired connection will generally perform better than Wi-Fi.

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What if I still need help?

If you continue to experience issues, please contact the Help desk.

General

Is there any limit to the number of people in a conference?
The maximum number of participants in any one call is 125.
How do I get help and support if I have a problem with my service?
If you have read these FAQs and still require help and support, you can do this in two ways:
  • If you are in a call using the mobile app, you can get immediate operator assistance tapping the 'Help' tab.
  • You can contact the Help desk by phone or email..

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Troubleshooting

Why can't I download the app?
The app is a free public download available on both the Google Play and Apple App Stores but can only be downloaded by devices running a supported Operating System (OS). If you are unable to download the app from the store, your device is probably running an older OS.
How can I check if my OS is supported?
iOS devices need to be running OS version 7 or later. Go to SETTINGS > GENERAL > ABOUT and look under VERSION.

Android devices need to be running OS version 4.0 or later. Go to your device HOME (push the home button) > MENU (looks like little squares) > SETTINGS + scroll to bottom of the list > ABOUT PHONE + look for FIRMWARE or ANDROID Version.

If your device is running a non-supported OS you may have the option to upgrade your device to a supported version before installing the app.
Why can't I connect to a meeting?
Check that you have entered the meeting details correctly and that you have a Wi-Fi or data connection. If you only have a data connection, check that you have "Use mobile data" enabled in the app.
  • If you do not enter the correct passcode, you will see a message asking you to reconfirm the meeting passcode and your email address.
  • If your device does not have access to a Wi-Fi or mobile data connection, please refer to the meeting invite and dial into the meeting using the phone.
Why am I experiencing poor or variable audio quality on a MeetMe with Dolby Voice call?
The quality of the audio experience will depend on the quality of your Wi-Fi or mobile data connection. If you are on a weak data signal or move into an area where your signal strength drops, you may experience poor audio quality on the call.
How can I monitor my audio quality connection?
To help you understand what is happening the app is constantly monitoring the quality of your connection to the meeting. If you see the red alert icon in the Connection tab, either:
  1. Move to an area of stronger signal strength such as closer to the Wi-Fi router, or
  2. Tap the "Connection" tab, then choose how to reconnect to the meeting by tapping either "Dial in by phone" or "Receive a call back".These options do not use data and will join you to the meeting using the mobile phone network. You will not need to re-enter the meeting passcode.

iOS icon
android icon
On Android, how do I stop audio notifications from putting my meeting on hold?
The meeting is automatically put on hold when another application plays audio, such as a notification. If you wish to stop audio notifications, you can disable notifications on an app-by-app basis from Settings, Notifications OR you can mute all sounds by putting your phone into silent or "Do Not Disturb (DND)" mode before joining the meeting.

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What if I still need help?

If you continue to experience issues, please contact the Help desk.