Forum Discussion

Elynn's avatar
Elynn
Active Contributor
10 months ago

People made Organizer are muted/lose audio

Hello, Our company creates meetings for multiple employees from a single GTM account that is maintained by admins (me).  Because of this system, every meeting I start, I have to make one of the peop...
  • KateG's avatar
    KateG
    10 months ago

    Hi Elynn thanks for the additional information. 

     

    Speaking with the team, when an attendee is promoted to organizer, it’s a brand new audio connection to the audio infrastructure. This would explain why audio is lost temporarily (I tested this with my co-worker and we noticed the audio dropped and was then restored relatively quickly.) 

     

    If the audio never comes back like the pic below, the user may have the settings set to keep the mic off, like in the picture below. Could you check that the next time it happens? 

     

     

     

     

     

     

     

     

     

     

     

     

KateG's avatar
KateG
GoTo Manager

Hi Elynn thanks for the additional information. 

 

Speaking with the team, when an attendee is promoted to organizer, it’s a brand new audio connection to the audio infrastructure. This would explain why audio is lost temporarily (I tested this with my co-worker and we noticed the audio dropped and was then restored relatively quickly.) 

 

If the audio never comes back like the pic below, the user may have the settings set to keep the mic off, like in the picture below. Could you check that the next time it happens? 

 

 

 

 

 

 

 

 

 

 

 

 

Elynn's avatar
Elynn
Active Contributor
10 months ago

Hi, Kate,

 

I believe I see and understand what you are talking about, and it makes sense, but I do not think that the users have the ability to access these settings.  Whether a part of our company or not, all people joining the GTM calls join from outside GTM, via a meeting hyperlink, and not from within a personal GTM account.  Their only access to settings are the settings within the live GTM meeting space, and I do not see options within those settings equivalent to those you show above.  I think, too, another issue is that our company must use a downgraded version, as the only options available to the admins with account access is "Meetings".  We do not have "Phone, Messaging, Contacts, Trainings, etc."

 

I have let my team know that the issue of their audio disconnecting is due to GTM creating a new audio connection and that the rare circumstance that their audio does not come back is just the nature of the beast and that they will have to exit the meeting space and reenter to regain audio.  The information about the audio connection is a massive help, and I thank you again for all of your input and testing on our behalf.

 

-Essa

  • KateG's avatar
    KateG
    GoTo Manager
    10 months ago

     

     

    HiElynn,

     

     Are you using the new GoTo app? That shouldn't be plan-restricted, Phone, Trainings, etc. listed in the pic above are other products offered by GoTo and not GoTo Meeting. 

     

    One more thing that a colleague pointed out, you can avoid this by setting the employee as a co-organizer before the meeting, if the option is grayed out though it may not be available in your plan. 

     

    If you want to be even more flexible just tick the "let attendees from my organization start the meeting" (aka open meeting) this is available with business plan and above.