Pre Session Audio Setup Guide

Converge uses Zoom's technology to provide high-quality audio for your client sessions. Most participants will connect without any issues. However, if your client's organization uses strict network security (firewalls or VPN), you may need to take additional steps to ensure a smooth experience for all participants.

Quick Guide

• Regular Participants: If your participants are joining from home or on a regular network, they should be able to connect immediately without any special steps
• Corporate Participants: If your participants will be joining from corporate networks or VPNs, please read the testing steps below

Testing Corporate Network Compatibility

When to Test?

Test the connection if:

• Your participants will be joining from corporate offices
• Your client's organization uses VPN
• Your client's company has strict network security
• Your participants have had issues with other video conferencing tools

How to Test?

1. First Test: Access Zoom Website
   • Have one of your client's team members try to access https://zoom.us
   • If they can't access the website, they'll likely have connection issues
2. Second Test: Trial Converge Session
   • Schedule a quick test session with one member from your client's organization
   • Try to connect to audio in Converge
   • This will confirm if there are any network restrictions

What If Tests Fail?

If your participants can't connect, you have four options:

1. Network Configuration (Recommended)
   • Provide your client's IT department with our network requirements document
   • https://converge.helpscoutdocs.com/article/37-network-requirements-for-enterprise-it
   • Their IT team can make necessary adjustments to allow connections
   • We recommend doing this well in advance of your scheduled session
2. Rely on Dial-in Feature (Quick Solution)
   • Converge provides a Dial-in feature that participants can call in by phone without connecting to Zoom via computer
   • Participants will be directed to this after their zoom connection attempt fails.
   • This bypasses any network restrictions
3. Enable Force Phone Only Mode (Proactive Solution)
   • If you confirm that participants cannot connect via computer audio
   • Enable the "Force Phone Only" setting for your session
   • Participants will bypass computer audio attempts and go straight to phone options
   • This saves time and prevents connection frustration
4. Use Your or your Client's Internal Meeting Software (Alternative Solution)
   • Use your client's approved meeting software (MS Teams, Google Meet, etc.)
   • Share the Converge session login link in the meeting chat
   • Participants use their internal tool for audio while accessing Converge features

Best Practices

1. For sessions with corporate clients, test the connection at least one week before
2. Have a backup plan ready (Dial in feature or client's internal meeting software)
3. Share any network requirements with client's IT team well in advance

Having Audio Issues During a Session?

If your participants experience audio issues during a session, please refer to our Audio Quick Fix Guide for immediate solutions. Common quick fixes include:

• Checking audio input/output settings
• Using the Call Me feature as temporary backup
• Refreshing the browser

For detailed steps, see: Audio Quick Fix Guide

Need Help?

• For network requirements, request our IT configuration document to share with your client's IT team
• Contact sam@startconverge.com for additional assistance
• We're happy to help coordinate with your client's IT team

Remember: Most connection issues can be resolved with proper preparation. When in doubt, run a test session first!