Troubleshooting web conferencing

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This error appears when the call host tries to sign in to the Gong calendar add-in with a different email address than that of their Zoom user.

Gong checks Zoom for the user, but doesn’t find them in Zoom.

How to fix:

• Get your Zoom admin to add the user with this email address in Zoom.

• As Gong admin, add the email address used in Zoom to the relevant team member as an additional email address. Learn how.

This error can appear when a Gong admin tries to connect to Google Meet via the web conferencing settings page.

This usually happens if you set up the integration using your own Google account, and not a dedicated (shadow) Google account. (It's easy for this to happen - Google likes to use your regular account when opening new tabs).

How to fix:

1. Verify that you used the shadow account and not your regular Google account when setting up the integration.

2. Validate that the shadow account is a "real" Google account, and not a "Google service account".

3. In incognito mode, sign in to Google using the shadow account credentials, and make sure all the settings in the Google Authorization screen are checked.

This error can appear when trying to choose "Gong meeting" in order to use the Gong calendar add-in.

How to fix:

Make sure that Google Meet Video is turned on. Go here to learn how.

This problem & solution is for Webex, and Zoom.

When people schedule back-to-back meetings using their personal meeting room link for all meetings, it's challenging for Gong to know exactly when one meeting ends and the next one begins.

We do try our best to avoid this issue by trying to figure out when one meeting ends and the next one begins by checking to see if there’s only one participant in the meeting or there's a little bit of silence (2 minutes or zero background noise). When either happens, the Gong bot will leave the meeting room and a new one will join for the next meeting.

So, you can either rely on the Gong bot's intelligence, OR you can do any of the following to prevent this issue from happening:

1. Use unique links for every meeting rather than using a personal link.

   If you download the Webex add-in for Outlook, you can add a button to adds a unique WebEx link in your calendar events. Once downloaded, the add-in does not add any time to your workflow.

2. Between meetings with the same link: actively end a meeting and then start the next meeting.

   This is especially important if using Zoom, because if the recorder gets removed from a meeting, it isn't allowed rejoin the same meeting. In this case, meetings in the same meeting room aren't distinguishable.

3. Use Lock Meeting with a personal meeting link.

   In the control panel, you have a checkbox (see following screenshots) to "lock meeting" meaning no one can join that meeting unless you let them in. That way, your invitees and the Gong recorder cannot join until you say so.

   Webex

    

   Webex Admin

    

   Zoom

   First, enable the waiting room feature. With this turned on, each participant (except the host) who enters a conference is placed in the Waiting room, and must be manually admitted by the host.

   Go to Settings > In Meeting (Advanced) and select Waiting room.

   

   Each conference must have a unique Gong recorder. Therefore, if you have back-to-back calls, you need to kick out all participants—including the Gong recorder—from the first meeting before admitting participants into the second meeting. One way to do this is to formally end the meeting (thus kicking everyone off) and then start the new meeting.

   Another way to achieve this:

   In the first meeting, next to each participant's name (including the Gong recorder), click More > Remove.

   In the second meeting, next to each participant's name, click Admit.

This is something each team member must define for themselves. If they contact you with a VOIP error, please refer them to this article.

If you want Zoom meeting attendees to be able to use their computer audio for a call, you need to enable this in your Zoom settings. This is usually enabled by default, but if you receive a VOIP error, follow these steps to make sure this is turned on.

The person who owns the meeting URL must set this option. For example, if an assistant schedules the meeting on behalf of a manager, the assistant must set this option in their Zoom settings.

Once you adjust these settings, the new settings are adjusted for future scheduled meetings.

Confirm the following Zoom settings are set as described below:

1. For your personal meeting room:

   1. Log in to your Zoom account.

   2. In the left pane, click My Meetings.

   3. Click the Personal Meeting Room tab.

   4. At the bottom right, click Edit this Meeting.

   5. In the Audio section, select Both.

      

2. For your General Meeting Room:

   1. Log in to your Zoom account.

   2. In the left pane, click My Meeting Settings.

   3. Make sure you are on the Meeting tab. The section heading is Schedule Meeting.

   4. Scroll down to Audio Type.

   5. Make sure Telephone and Computer Audio is selected.

      

   6. Click Save if you selected this option.

3. If you are using an extension to schedule within your Inbox directly:

   1. Open your browser and at the top right, click More > More tools > Extensions.

   2. Click Details.

   3. In Zoom Schedule Options, make sure the Audio setting is Both.