Browse the issues below to troubleshoot common problems by yourself. If your issue isn't listed or the solution doesn't help, contact us.
Back-to-back meetings combined
This problem & solution is for BlueJeans, 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:
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Use unique links for every meeting rather than using a personal link.
If you download the BlueJeans or Webex add-in for Outlook, you can add a button to adds a unique BlueJeans/WebEx link in your calendar events. Once downloaded, the add-in does not add any time to your workflow.
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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.
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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.
BlueJeans
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.
VOIP error - need to enable computer audio for Zoom meetings
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.
Notice
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:
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For your personal meeting room:
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Log in to your Zoom account.
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In the left pane, click My Meetings.
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Click the Personal Meeting Room tab.
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At the bottom right, click Edit this Meeting.
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In the Audio section, select Both.
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For your General Meeting Room:
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Log in to your Zoom account.
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In the left pane, click My Meeting Settings.
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Make sure you are on the Meeting tab. The section heading is Schedule Meeting.
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Scroll down to Audio Type.
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Make sure Telephone and Computer Audio is selected.
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Click Save if you selected this option.
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If you are using an extension to schedule within your Inbox directly:
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Open your browser and at the top right, click More > More tools > Extensions.
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Click Details.
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In Zoom Schedule Options, make sure the Audio setting is Both.
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Gong disconnected from BlueJeans
When the integration is disconnected, Gong cannot automatically link the BlueJeans personal meeting room to each team member's consent page link. This might happen if the OAuth access key was changed.
To resolve this issue, follow these steps:
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As a BlueJeans administrator, open BlueJeans and navigate to Group Settings > OAuth Access.
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Copy the App Key and App Secret.
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In Gong, go to Settings > Integrations > Web Conferencing.
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Click the Settings icon at the bottom right of the BlueJeans panel.
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In the settings page, enter the App Key and App Secret you copied from BlueJeans.
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Click Update to save.