In original version of GTM, Organizer could use one button to Mute All before recording. At the end of recording, I could Unmute All with one button click and it always worked. Now, it only works randomly. We've tried it with *6 on phones (sometimes works) or by sending unmute requests to users (sometimes works) but we still have several experienced users who cannot unmute themselves no matter what they try. We tried the suggestion of nobody muting themselves at all, and letting me mute and unmute - another fail. We're out of patience as this is a critical component of GTM for us.
Hi GBNgal
Nice to see you.
Are those that can't unmute calling in by phone? One thing to keep in mind, In order to mute and unmute attendees who have dialed in by telephone, must press *6 or the attendee must enter their unique audio PIN when they join the meeting. When they enter their audio PIN their telephone call will be connected to their name in the attendee list.
Hi Kate,
I didn't think you could even access the meeting without the PIN. Everyone comes in using the same 9 digit meeting number and if I recall correctly each of them will then get a prompt to use a unique PIN, is that correct?
Hi GBNgal
- If an attendee joins by phone, they would need to enter the audio PIN to use the control panel for muting. Alternatively, they could use the keypad command *6 to mute. This article explains how attendees can mute/unmute themselves.
- If an attendee joins by computer, they would need to select the Mic Icon in the toolbar in order to mute/unmute. If it's grayed out, then audio is not connected. This article explains best practices for connecting to audio.
- In the new app, the organizer is not able to unmute an attendee. You can send a request to unmute, and they will see this on their screen. Attendees can unmute at any time unless the organizer turns off 'Allow mic' in GTM Session Settings under Attendee permissions.
- This article outlines how you can manage attendees' audio.
Hello Kate,
I appreciate your attempts to help but it hasn't worked. You said (my answers in italics)
- In the new app, the organizer is not able to unmute an attendee. You can send a request to unmute, and they will see this on their screen. Attendees can unmute at any time unless the organizer turns off 'Allow mic' in GTM Session Settings under Attendee permissions.
This is not an option with our version (Pro) of GTM.
- This article outlines how you can manage attendees' audio.
This is not an option under People. I tried it. There is NO "allow to unmute"
Mute or unmute Select Keep muted or Allow to unmute. Also, I'd like to clarify these instructions.
"If you see "Caller X" listed, it is a participant that dialed in to the audio conference from a phone and did not enter an Audio PIN for GoTo to identify them by. They are known as an "unidentified caller" and can be managed in any of the following ways by first hovering over the entry and then completing the following steps:"
What I see is Caller, Caller 1, Caller 2 and so on. These have a phone icon on them. What I don't know is if each of them would have asked for or been given an Audio PIN. Is this automatic? Does it matter?
I'm able to edit the name from Caller 1 to "John Brown" for example, no problem. But most of the callers I have no control over the Mute/Unmute function individually. Once I "Mute All" (and select Allow Callers to Unmute) nothing happens. I just get frantic texts on my phone saying "I can't unmute myself, help!"
Hi GBNgal,
I have included screenshots to address some of the confusion. It does sound like the issue is primarily with your callers being able to unmute. If this is the case, the main thing you need to keep in mind is to instruct them to use *6 to mute/unmute and that when you mute everyone, you have allow everyone to unmute, checked. Please see the screenshots below.
- Allow Mic is found under the GTM Settings- Session- Under Attendee Permissions, however this is associated with computer Mic
- To send a request to unmute, click on the name to send unmute request, note you can only do this for those using a computer or on the mobile app, Callers can not receive an unmute prompt, you would need to instruct them to click *6 to mute/unmute
- When running GTM, To mute everyone, under People, Click Mute Everybody
- You will then see this pop-up when muting, by clicking "Allow everybody to unmute" attendees have the option to unmute. If you uncheck this, they will not be able to unmute.
- Please let the Callers know they can mute or unmute by pressing *6
- The Caller X notation in the article is a stand in for Caller 1, Caller 2, Caller 3, etc.
- Callers do not need to have a PIN, they can mute/unmute by pressing *6
