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 r...
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
I'm tracking with everything except Callers being able to unmute. I took screenshots of our setup but it doesn't allow me to share with you. Suffice it to say that this instruction you gave -
- 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
does NOT work. This is what I keep saying. I DO click Allow everybody to unmute. I DO NOT uncheck the box. I DO tell everyone that they can unmute themselves by pressing *6 - but for several of them this simply does not work.
Only one other screenshot doesn't match with what I do and that's under Settings. I have Allow Mic checked (allow) and you show it not toggled (not allowed). Is there something I'm missing with that one setting?
Thanks for getting back to me and all the troubleshoots. My co-worker and I ran through your scenario and we were able to replicate issues with users calling in via a phone and using *6 to mute/unmute. This appeared to happen after "Mute Everyone" was enabled. We have reported this internally. A few things you could do:
- As phone callers to use GoTo app to join a meeting, they will then have the option to mute/unmute with the microphone
- Do not click 'mute everyone' when the meeting starts and ask Callers who are not on the software to mute themselves with their phone directly or by pressing *6 to mute/unmute (I realize this isn't ideal)
- Report the issue as it happens in the meeting by clicking the three dots and Report an issue, please see this post
I do apologize for the issues you have had and really appreciate your patience and time taken to report the issue here. I will keep you and the thread updated on the status of this.