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  NASA's Voice Teleconferencing Services (VoTS) User's Guide

  January 2006

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![](media/image1.wmf){width="1.4694444444444446in"
height="0.9736111111111111in"} *NASA Integrated Services Network*

Contents

**1.** **Purpose [1](#purpose)**

2\. Background [1](#background)

3\. VoTS [1](#vots)

3.1 Service Levels -- Conference Types
[1](#service-levels-conference-types)

3.1.1 Unattended Service [1](#unattended-service)

3.1.2 Standard Service [2](#standard-service)

3.2 Access Type - Attending a Voice Teleconference
[2](#access-type---attending-a-voice-teleconference)

3.2.1 Meet Me or Participant Initiated
[3](#meet-me-or-participant-initiated)

3.2.2 Dial-Out or Operator Initiated
[3](#dial-out-or-operator-initiated)

3.2.3 Combination Access Type [3](#combination-access-type)

3.2.4 International Participants [4](#international-participants)

3.2.5 VoTS Features [4](#vots-features)

3.2.6 VoTS Reservations [7](#vots-reservations)

3.2.7 e-Scheduling [7](#e-scheduling)

3.2.8 NASA VoTS Reservation Form [9](#nasa-vots-reservation-form)

3.2.9 VoTS Conference Confirmations [9](#vots-conference-confirmations)

3.2.10 VoTS Support [16](#vots-support)

3.2.11 VoTS Problem Reporting [17](#vots-problem-reporting)

3.2.12 Unattended Service with Access Method of Meet Me or Participant
Initiated
[17](#unattended-service-with-access-method-of-meet-me-or-participant-initiated)

3.2.13 Standard Service with Access Method of Meet Me or Participant
Initiated
[17](#standard-service-with-access-method-of-meet-me-or-participant-initiated)

3.2.14 Standard Service with Access Method of Dial Out or Operator
Initiated
[18](#standard-service-with-access-method-of-dial-out-or-operator-initiated)

3.2.15 International Participants [18](#international-participants-1)

3.2.16 VoTS Documentation and Training
[18](#vots-documentation-and-training)

3.2.17 VoTS Cancellation Policy [18](#vots-cancellation-policy)

3.2.18 Suggested NASA Voice Conferences
[18](#suggested-nasa-voice-conferences)

3.2.19 VoTS Quick Key Features [21](#vots-quick-key-features)

3.2.20 VoTS Players [22](#vots-players)

3.3 Secure Voice Conferencing [23](#secure-voice-conferencing)

3.4 Tips for Conducting a Successful Voice Conference
[23](#tips-for-conducting-a-successful-voice-conference)

3.4.1 Conference Leader: [23](#conference-leader)

3.4.2 All Participants: [24](#all-participants)

4\. Change Log [25](#change-log)

Appendix A. Abbreviations and Acronyms [26](#abbreviations-and-acronyms)

NASA's Voice Teleconferencing Services

(VoTS) User's Guide

# Purpose

This user's guide provides information for the National Aeronautics and
Space Administration (NASA) Voice Teleconferencing System (VoTS)
customer on voice teleconferencing services available from MCI WorldCom
(MCIW) and Secure Voice Conferencing provided by Marshall Space Flight
Center (MSFC). In some cases, a web site will be referenced to provide
additional information or provide a link to frequently changing
information. In addition, the NASA Help Desk can answer questions and
provide assistance with VoTS. The NASA Help Desk may be reached at
1-800-424-9920 or 544-HELP (4357) at MSFC. Unified NASA Information
Technology Services (UNITES) employees should call 1-888-564-UNITES or
544-5400 at MSFC.

# Background

NASA's VoTS services are provided by NASA Integrated Services Network
(NISN) and managed by UNITeS. The service is intended to augment the
teleconferencing capabilities of NASA's desktop and conference room
telephones. Most NASA telephones are capable of conferencing at least 4
participants. The use of VoTS is not necessary for conferences with
fewer than 5 participants.

Previously NASA\'s Teleconferencing Center (NTC) at MSFC arranged voice
teleconferences for the agency. When it was discovered that the
equipment used was not Year 2000 (Y2K) compliant, a study was completed
to determine whether NASA should upgrade the equipment or outsource the
service. NISN and UNITES determined that outsourcing was the best option
and MCIW was chosen as the vendor. MCIW provides voice conferencing
services for NASA for all voice conferences except Secure Voice
Conferencing, which is provided for NASA by MSFC Operators.

#  VoTS

MCIW voice conferencing offers two main components for each conference
call: Service Level and Access Type. The Service Level relates to the
type of conferencing service chosen and access type is the manner in
which a participant joins a conference.

## Service Levels -- Conference Types

Service Level relates to the type of conferencing service provided such
as Unattended or Standard conferences.

### Unattended Service

When a NASA VoTS user requests a conference using Unattended Service
Level or Conference Type, an Operator is available for technical
assistance by request during the conference by entering \*0 on the
telephone keypad but does not assist with the initiation or direction of
the conference. The participants access or dial into the conference by
using a toll or toll-free telephone number provided by the conference
facility. The Access types for Unattended Service are Toll Free Meet Me
or Toll Meet Me.

-   Toll Free Meet Me - To enter into this automated voice conference,
    each participant dials a pre-defined toll free telephone number,
    then enters a numeric pass-code via his or her telephone keypad.
    Operator assistance is available for technical problems by entering
    \*0 on the telephone keypad but the Operator does not greet the
    participant or announce his or her entry.

-   Toll Meet Me - To enter into this automated voice conference, each
    participant dials in to the conference facility at his or her own
    expense using a telephone number provided by the conference facility
    and then enters a numeric pass-code via his or her telephone keypad.
    Operator assistance is available for technical problems by entering
    \*0 on the telephone keypad but the Operator does not greet the
    participant announce his or her entry.

### Standard Service

With this service level, an Operator will greet the NASA participants as
they join the conference. The Operator will frequently monitor the
meeting and can be called for assistance by using \*0 on the telephone
keypad. Standard Service will be used to support NASA conferences that
involve international sites, which cannot access the conference facility
using a toll free telephone number. Standard Service will also be used
for NASA conferences where participants require that an Operator contact
them to connect to the conference. Participants may access VoTS Standard
Service via Toll Meet Me, Toll Free Meet Me or Dial Out.

-   Toll Free Meet Me - To enter into this voice conference, each
    participant dials a pre-defined toll free telephone number. The
    Operator will greet the participant, ask for their name, conference
    title or pass code and the conference leader's name. The participant
    will then be entered directly into the conference or, if requested,
    the Operator will announce them into the conference.

-   Toll Meet Me - To enter into this voice conference, each participant
    dials in to the conference facility at his or her own expense. The
    Operator will greet the participant, ask for their name, conference
    title or pass code and the conference leader's name. The participant
    will then be entered directly into the conference or, if requested,
    the Operator will announce them into the conference.

-   Dial Out - The Operator places a call to each participant to connect
    him or her to the conference.

## Access Type - Attending a Voice Teleconference

Access Type describes the method a participant uses to join a
teleconference. There are two basic Access Types: participant initiated
and Operator initiated. The common industry term "Meet Me" is used to
describe the process by which the participant initiates the call that
allows his or her entry into the conference. "Dial Out" is the industry
term used to describe the process of an Operator contacting the
participant and entering him or her into the conference. Voice
conferences may contain all Meet Me participants, all Dial Out
participants or a combination of "Meet-Me" and "Dial Out" participants.

### Meet Me or Participant Initiated

> "Meet Me" Access Type describes attendance that is initiated by the
> participant either using a toll number (Toll Meet Me) or a toll-free
> number (Toll Free Meet Me).

a.  Toll Meet Me

-   The conference leader or contact provides the conference facility
    with the date, time (including time zone), duration, conference
    title, conference leader's name and number of ports (telephone
    connections) required.

-   The conference facility provides the conference leader or contact
    with a toll number and numeric pass-code.

-   The conference leader or contact provides these numbers to
    participants and they can dial from wherever they are--- the U.S.,
    Canada, Puerto Rico, or the U.S. Virgin Islands--- to join the
    meeting. The conference leader or contact should also supply the
    participants with the date, time (including time zone), duration,
    conference title and conference leader's name.

    a.  Toll-Free Meet Me

-   The conference leader or contact provides the conference facility
    with the date, time (including time zone), duration, conference
    title, conference leader's name and number of ports required
    (telephone connections).

-   The conference facility provides the conference leader or contact
    with a toll-free number and numeric pass-code.

```{=html}
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-   The conference leader or contact provides these numbers to
    participants and they can dial from wherever they are--- the U.S.,
    Canada, Puerto Rico, or the U.S. Virgin Islands--- to join the
    meeting. The conference leader or contact should also supply the
    participants with the date, time (including time zone), duration,
    conference title and conference leader's name.

### Dial-Out or Operator Initiated

> The Operator calls the participant and enters him or her into the
> conference.

-   The conference leader or contact supplies the conference facility
    with a list of participants and the phone number where they may be
    reached for the conference.

-   The conference leader or contact supplies the participants with the
    date, time (including time zone), duration, conference title, and
    the conference leader's name.

-   The participants should be available 10 (ten) minutes prior to the
    conference start time to receive the call from the conference
    facility.

-   The conference facility contacts the participants and announces them
    into the conference. Voice mail with instructions for entering the
    call will be left for each participant that cannot be reached.

### Combination Access Type

> Participants in a conference may join using any combination of the
> choices listed above -- Toll Meet Me, Toll-Free Meet Me or Dial Out.

### International Participants

Since MCIW toll free phone numbers are accessible from the United
States, Canada, Puerto Rico, or the U.S. Virgin Islands, many
international participants may not be able to join a voice
teleconference using the Access Type of Toll Free Meet Me. There are two
solutions available:

1.  The call leader can request a toll phone number for the
    international participant to use to join the conference. In this
    case, the international participant will be paying long distance
    charges to access the conference.

2.  The call leader can request that an MCIW Operator Dial Out to the
    international participant to join the conference. In this case, the
    call leader will supply the conference facility with the name and
    telephone number of the international participant. Approximately 10
    minutes prior to the start of the conference the MCIW Operator will
    Dial Out to the international participant using the telephone number
    provided by the call leader. If the Operator cannot reach the
    international participant, he or she will leave a voice mail with
    instructions on how to join the conference. The phone number left on
    the voice mail (+319-375-1930) is a collect phone number paid by
    NASA. Shortly after the international participant calls the
    conference facility, an MCIW Operator will then Dial Out again using
    the telephone number provided and connect the international
    participant with the conference.

Individuals located in Russia using the MSFC telephone system
(256-961-XXXX) are able to call the conference facility using toll free
telephone numbers. Thus, these individuals are able to join a
teleconference using the Access Type of Toll Free Meet Me and do not
require Dial Out Access.

### VoTS Features

Additional features may be added to voice conferencing to increase
privacy, provide support and to assist with administration. The table
below shows the features that are available to NASA for no additional
charge for each level of service. A brief description of these features
follows the table.

  ----------------------------------- -----------------------------------
  **Unattended Service**              **Standard Service**

  Operator Assistance \*0             Operator Assistance \*0

  ASAP Calling                        ASAP Calling

  Pre-notification                    Pre-notification

  Secured Call                        Secured Call

  Standing Reservation                Standing Reservation

  Master List                         Master List

  Tone In                             Tone In

  Customer Reference Codes            Customer Reference Codes

                                      Conference Monitoring

                                      Participant Screening

                                      Enter and Announce

                                      Roll Call

                                      Listen Only

                                      Sub-conferencing

                                      Tape Playback

                                      Participant List
  ----------------------------------- -----------------------------------

#### Operator Assistance 

Technical assistance from an Operator may be requested at any time
during the conference by pressing \*0 on the telephone keypad. The
Operator will enter the conference and attempt to resolve the technical
problem.

#### ASAP Calling

When a meeting must be held immediately, request ASAP Calling. A
conference call can typically be arranged in 20 minutes or less.

#### Pre-Notification

The conference facility can notify participants of the date and time of
the teleconference (48-hour notice required). Typically NASA will notify
participants using the email global address listing. If the
Pre-Notification feature is chosen, NASA must provide MCIW with
telephone numbers to call each participant and notify them of the
conference.

#### Secured Call

Secured Call allows the conference leader to prevent both the Operator
and additional participants from joining the call. It ensures that
confidential conversations will not be overheard or monitored. The
conference leader is responsible for sharing Secured Call procedures
with the participants.

#### Standing Reservation

The conference facility allows the conference leader to make a standing
reservation for a regularly scheduled conference call (i.e., daily or
weekly). NASA refers to these calls as recurring conferences.

#### Master List

The conference facility maintains a file for participants who
consistently participate on a regularly scheduled conference. (Also
referred to as a customer profile)

#### Tone In

A tone will be heard for each participant as they enter the call.

#### Customer Reference Codes (CRC)

Customer Reference Codes identify the calls listed on the invoice by
name, number or combination of both. The fields will be used to track
usage data for reports by project name.

#### Conference Monitoring

An Operator will continuously monitor the call for quality. Dialing \* 0
will bring immediate assistance.

#### Participant Screening

An Operator will pre-screen participants as they enter the conference
using an approved list from the conference leader. The participant must
also supply the Operator with the pass code or conference title and
conference leader's name to be allowed entry. The Operator will then
announce the participant into the conference.

#### Enter/Announce

The Operator will enter and announce each participant into the
conference. The participant must also supply the Operator with the pass
code or conference title and conference leader's name to be allowed
entry. This differs from Participant Screening because the Operator does
not use a list of names from the conference leader to determine who has
permission to enter the conference.

#### Roll Call

The Operator can conduct a roll call so that all participants know who
else is on the line.

#### Listen Only

To ensure the conference call is conducted efficiently when there are
many participants, some participants may be placed in a listen only mode
while others are speaking. Participants may be returned to a speaking
mode. This helps to eliminate excessive background noise.

#### Sub Conferencing

Pre-designated participants may confer privately within a separate
conference and then return to the main conference.

#### Tape Playback

This is a specific voice conference in which the Operator will play a
pre-recorded audiocassette provided by NASA. (24 hours notice is
required)

#### Participant List

At the request of the conference leader, the Operator will compile a
list of participants that attended the conference call. The list may be
either emailed or faxed to the conference leader.

### VoTS Reservations

NASA users and NASA contractors may make reservations for voice
conferences by using the Internet based reservation system e-Scheduling,
calling NASA Reservations at 1-877-232-NASA (6272) or faxing the NASA
VoTS Reservation Form to 1-800-728-1300. Information on how to request
an e-Scheduling user name and the NASA Reservation Form is located on
the NISN web site at:
<http://nisn.nasa.gov/DOCUMENTS1/vots/reserve.doc>. MCIW will provide a
written confirmation of a conference reservation by request. NISN
recommends that all VoTS users request a written confirmation.

### e-Scheduling 

The conference facility offers a reservation system available through
the Internet to schedule conferences. This system is "e-Scheduling",
formerly known as the Online Reservation System or ORS. A user training
presentation is available on the NISN web site
<http://www.nisn.nasa.gov/vots/index.html> in the section
"e-Scheduling".

With e-Scheduling you can:

-   Review your scheduled conference calls.

-   Schedule, modify or delete your Unattended and Standard conferences
    accessed by Meet-Me or Dial Out in real-time.

-   Receive immediate on-line confirmations as well as request email and
    fax confirmations.

#### Limitations of e-Scheduling

The call features listed below are features that you currently cannot
schedule through e-Scheduling. To schedule one of the features listed
below, please call the NASA Reservations Center at 1-877-232-NASA (6272)
to speak with a reservationist.

-   Pre-Notification

-   Secured Call

Also, you will need to call the NASA Reservations Center at
1-877-232-NASA (6272) for voice conferences that:

-   Have more than 20 participants.

-   Are longer than 8 hours.

#### Workstation Requirements for e-Scheduling

e-Scheduling requires a "PC Compatible" workstation and does not support
Macintosh workstations at this time. e-Scheduling works best with the
following browser types and versions:

-   Microsoft Internet Explorer 4.01 and above (version 5.0 recommended)

-   Netscape Navigator 4.6 (and above) or Netscape Communicator 4.6.1

For optimal viewing of the e-Scheduling application, the following
screen settings are recommended:

-   Desktop area: 800x600 or higher

-   Font size: small fonts

#### Assistance with e-Scheduling

If you need assistance, you may access help by:

-   Clicking on the Help button if you have already logged on to
    e-Scheduling.

-   Calling the NASA Information Support Center (NISC) using the NISN
    support line 1-800-424-9920. A Help Desk Analyst will connect you to
    the MCIW e-Scheduling Help Desk for assistance if he or she cannot
    solve your problem.

#### e-Scheduling New User Registration

Use of e-Scheduling requires a username and password provided by the
conference facility. UNITES will assist you with this process by
requesting a username and password for you. Information on how to
request access to e-Scheduling is located on the NISN web site,
<http://nisn.nasa.gov/DOCUMENTS1/vots/reserve.doc>, in Section
"e-Scheduling."

If at anytime you need to update your profile information for the
e-Scheduling, call MCIW at 1-877-232-NASA (6272) and speak with a
reservationist.

### NASA VoTS Reservation Form

The NASA VoTS Reservation form is located on the NISN web site
<http://www.nisn.nasa.gov/vots/reserve.doc>. It is a Microsoft Word
document that should be saved to your workstation and completed before
faxing to MCIW at 1-800-728-1300. The document also contains
instructions for completing the form and a detailed description of the
information requested for each field.

### VoTS Conference Confirmations

MCIW will provide a written confirmation for all conference reservations
and cancellations by request. The confirmations are provided by email
and/or fax. NISN recommends that all VoTS users request a written
confirmation with the preferred method being email. If an email
confirmation is requested, then the call leader or conference contact
may forward this message to the participants to provide them the
information required to attend the conference.

#### Sample Conference Confirmations

Below are sample conference confirmations received via email from MCIW.
The preceding paragraph is an explanation of the information contained
in the email message.

-   The conference scheduled below is Unattended Service Level or
    Conference Type. All participants will be accessing using a toll
    free number (Toll Free Meet Me Access) and there are 10 port
    (telephone connections) reservations made. The pass-code is 42177
    and the conference leader and conference contact is Ms. Becky
    Jernigan. The conference confirmation number is 7042665.
    Participants will join by calling the toll free number and entering
    the pass code on their telephone keypad and should do so by 10
    minutes prior to the start time so the conference can begin on time.
    Their entry will produce a tone. The conference is scheduled for
    Saturday, July 15, 2000 at 12:00 PM Central Time for one hour. The
    conference leader, Ms. Jernigan, is responsible for the following:

    -   Verifying that the conference information is correct and
        notifying MCIW if there is an error.

    -   Notifying the participants of the conference and can do so by
        forwarding this email message after removing the confirmation
        number.

    -   Canceling the conference before 11:30 AM Central Time Saturday,
        July 15, 2000 if the meeting will not take place as planned to
        avoid NASA being charged cancellation fees equal to \$3.50 per
        port (\$35.00 for this conference).

**\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\***

From: confirmations@mymeetings.com

To: BECKY.JERNIGAN@UNITESONLINE.COM

CC:

Subject: Details of Your Meeting: 07/15/2000, 12:00 PM (CT))

Thank you for selecting NASA CONFERENCING CENTER conferencing services
for your upcoming meeting. Please examine the details of your
reservation to ensure they are correct. If you\'d like to make any
changes, call us at 877-232-6272 (please do not reply to this e-mail).
Should you need to cancel your call, please do so at least 30 minutes
prior to its scheduled start to avoid cancellation or no-show charges.

AUDIO ACCESS INFORMATION:

==========================

USA Toll Free Number: 888-655-9181

Pass-code: 42177

Conference Leader: Ms Becky Jernigan

MEETING INFORMATION:

=====================

Confirmation Number: 7042665

Company Name: NASA

Billing Address: PO BOX 240005-6405

HUNTSVILLE, AL 35824

USA

Conference Date: JUL-15-2000 (Saturday)

Conference Time: 12:00 PM CENTRAL TIME

Conference Duration: 1 hr

Service Level: UNATTENDED

Call Type: MEET ME

Number of Participants: Total=10 Dialout=0 Meet Me=10 Meet Me Toll=0

Entry Method: Tone In

Conference Leader: Ms Becky Jernigan

CRC: UNITES

Phone: 1-256-705-9430

Leader Day of Call Phone #: 1-256-705-9430

Conference Contact: Ms Becky Jernigan

Phone: 1-256-705-9430

ADDITIONAL FEATURES:

=======================

Tones

PARTICIPANTS:

=============

Participant Phone1 Phone2 Comments

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\--

Leader: Ms Becky 1-256-705-9430

Jernigan (Will Call in)

Please let your meet-me participants know that for security reasons, the
pass-code 42177 and the leader\'s name will be required to join your
call.

This confirmation contains confidential information that you may want to
modify before forwarding to your participants. Confirmation number and
Authorization Code should not be provided to your participants.

**\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\***

-   The conference scheduled below is Standard Service Level or
    Conference Type. All participants will be accessing using a toll
    free number (Toll Free Meet Me Access) and there are 10 port
    (telephone connections) reservations made. The conference leader Ms.
    Becky Jernigan and the conference contact is Emma Mitros. The
    conference confirmation number is 7042236. Participants will join by
    calling the toll free number and should do so by 10 minutes prior to
    the start time so the conference can begin on time. The Operator
    will greet the participant, request their name and the conference
    leader's name (Becky Jernigan) and will announce him or her into the
    conference. The conference is scheduled for Saturday, July 15, 2000
    at 8:00 AM Central Time for one hour. The conference leader, Ms.
    Jernigan is responsible for the following:

    -   Verifying that the conference information is correct and
        notifying MCIW if there is an error.

    -   Notifying the participants of the conference and can do so by
        forwarding this email message after removing the confirmation
        number.

    -   Canceling the conference before 11:30 AM Central Time Saturday,
        July 15, 2000 if the meeting will not take place as planned to
        avoid NASA being charged cancellation fees equal to \$3.50 per
        port (\$35.00 for this conference). MCIW will also allow Emma
        Mitros to cancel this conference since she is the conference
        contact.

**\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\***

From: confirmations@mymeetings.com

To: BECKY.JERNIGAN@UNITESONLINE.COM

CC:

Subject: Details of Your Meeting: 07/15/2000, 08:00 AM (CT)

Thank you for selecting NASA CONFERENCING CENTER conferencing services
for your upcoming meeting. Please examine the details of your
reservation to ensure they are correct. If you\'d like to make any
changes, call us at 877-232-6272 (please do not reply to this e-mail).
Should you need to cancel your call, please do so at least 30 minutes
prior to its scheduled start to avoid cancellation or no-show charges.

AUDIO ACCESS INFORMATION:

==========================

USA Toll Free Number: 800-779-0375

Pass-code: BECKY

Conference Leader: Ms Becky Jernigan

MEETING INFORMATION:

=====================

Confirmation Number: 7042236

Company Name: NASA

Billing Address: PO BOX 240005-6405

HUNTSVILLE, AL 35824

USA

Conference Date: JUL-15-2000 (Saturday)

Conference Time: 08:00 AM CENTRAL TIME

Conference Duration: 1 hr

Service Level: STANDARD

Call Type: MEET ME

Number of Participants: Total=10 Dialout=0 Meet Me=10 Meet Me Toll=0

Entry Method: Enter Announce

Conference Leader: Ms Becky Jernigan

CRC: UNITES

Phone: 1-256-705-9428

Leader Day of Call Phone #: 1-256-705-9428

Conference Contact: Emma Mitros

Phone: 1-256-705-9434

ADDITIONAL FEATURES:

=======================

Announce

PARTICIPANTS:

=============

Participant Phone1 Phone2 Comments

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\--

Leader: Ms Becky 1-256-705-9428

Jernigan (Will Call in)

This confirmation contains confidential information that you may want to
modify before forwarding to your participants. Confirmation number and
Authorization Code should not be provided to your participants.

**\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\***

-   The conference scheduled below is Standard Service Level or
    Conference Type. All participants will be accessing using a toll
    free number (Toll Free Meet Me Access) and there are 10 port
    (telephone connections) reservations made. The conference leader and
    conference contact is Ms. Becky Jernigan. The conference
    confirmation number is 7042419. Participants will join by calling
    the toll free number and should do so by 10 minutes prior to the
    start time so the conference can begin on time. The Operator will
    greet the participant, request their name and the conference leader
    name (Becky Jernigan) and will announce them into the conference.
    The Operator will also conduct a Roll Call before turning over the
    conference to the leader. The conference is scheduled for Saturday,
    July 15, 2000 at 8:00 AM Central Time for one hour. The conference
    leader, Ms. Jernigan is responsible for the following:

    -   Verifying that the conference information is correct and
        notifying MCIW if there is an error.

    -   Notifying the participants of the conference and can do so by
        forwarding this email message after removing the confirmation
        number.

    -   Canceling the conference before 11:30 AM Central Time Saturday,
        July 15, 2000 if the meeting will not take place as planned to
        avoid NASA being charged cancellation fees equal to \$3.50 per
        port (\$35.00 for this conference).

**\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\***

From: confirmations@mymeetings.com

To: BECKY.JERNIGAN@UNITESONLINE.COM

CC:

Subject: Details of Your Meeting: 07/15/2000, 08:00 AM (CT)

Thank you for selecting NASA CONFERENCING CENTER conferencing services
for your upcoming meeting. Please examine the details of your
reservation to ensure they are correct. If you\'d like to make any
changes, call us at 877-232-6272 (please do not reply to this e-mail).
Should you need to cancel your call, please do so at least 30 minutes
prior to its scheduled start to avoid cancellation or no-show charges.

AUDIO ACCESS INFORMATION:

==========================

USA Toll Free Number: 888-655-9181

Passcode: BECKY

Conference Leader: Ms Becky Jernigan

MEETING INFORMATION:

=====================

Confirmation Number: 7042419

Company Name: NASA

Billing Address: PO BOX 240005-6405

HUNTSVILLE, AL 35824

USA

Conference Date: JUL-15-2000 (Saturday)

Conference Time: 08:00 AM CENTRAL TIME

Conference Duration: 1 hr

Service Level: STANDARD

Call Type: MEET ME

Number of Participants: Total=10 Dialout=0 Meet Me=10 Meet Me Toll=0

Entry Method: Enter Announce

Conference Leader: Ms Becky Jernigan

CRC: UNITES

Phone: 1-256-705-9428

Leader Day of Call Phone #: 1-256-705-9428

Conference Contact: Ms Becky Jernigan

Phone: 1-256-705-9430

ADDITIONAL FEATURES:

=======================

Announce

Roll Call

PARTICIPANTS:

=============

Participant Phone1 Phone2 Comments

\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\--
\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-\-- \-\-\-\-\-\-\-\-\-\-\-\-\-\--

Leader: Ms Becky 1-256-705-9428

Jernigan (Will Call in)

This confirmation contains confidential information that you may want to
modify before forwarding to your participants. Confirmation number and
Authorization Code should not be provided to your participants.

**\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\***

### VoTS Support

UNITeS provides customer support for VoTS by providing a central
organization to report problems. The organization is the NASA
Information Support Center (NISC) reached by calling 1-800-424-9920 or
by email helpdesk.msfc@msfc.nasa.gov. All VoTS documentation is located
on the NISN web site <http://www.nisn.nasa.gov/vots/index.html>. User
training was delivered to the NASA Centers and the presentation used for
training is located on the NISN web site with the VoTS documentation.

### VoTS Problem Reporting

#### During the Conference

If a problem occurs during a voice conference, press \*0 to request the
assistance of a MCIW Operator. The MCIW Operator will enter the
conference, attempt to resolve any technical problem and offer further
assistance to the users.

#### After the Conference

If a problem occurred that prevented the successful completion of the
conference to your satisfaction, contact the NASA Information Support
Center (NISC) at 1-800-424-9920 or email helpdesk.msfc@msfc.nasa.gov.
The NISC is a 24-hour a day, 7 day a week, 365 day a year organization.
Help Desk Analysts create a trouble ticket and dispatch it to the NASA
Customer Advocates for resolution.

1.  Using \*0 for Operator assistance during the conference does not
    report the problem to the NISC. If you wish to have further
    assistance, contact the NISC and ask to open a trouble ticket. A
    Customer Advocate who will resolve your problem and provide a
    status.

#### Participant Disconnects

Occasionally a participant may be become disconnected during a
conference and will need to re-join the conference in progress. All NASA
conferences may be re-joined by calling the NASA Reservation number
(1-877-232-NASA or 6272) but this method will take longer than if the
participant follows the instructions listed below for the Service Level
and Access Type used.

### Unattended Service with Access Method of Meet Me or Participant Initiated

Participants that are disconnected from an Unattended Service
conference, when their access method was Meet Me (the participant called
the conference facility to join the conference), should use the toll or
toll-free telephone number provided by the call leader to rejoin the
conference. This is the original telephone number used to gain access to
conference and the participant will be prompted to re-enter their
numeric pass-code. A tone will sound to let the other conference
participants know that someone has entered the conference. If the Secure
Call feature has been requested and activated, the call leader will have
to deactivate this feature before the disconnected participant may
rejoin.

### Standard Service with Access Method of Meet Me or Participant Initiated

Participants that are disconnected from a Standard Service conference,
when their access method was Meet Me (the participant called the
conference facility to join the conference), should use the toll or
toll-free telephone number provided by the call leader to rejoin the
conference. This is the original telephone number used to gain access to
conference and an Operator will greet the participant. The participant
will be requested to provide the same information that was requested
during the initial entry to the conference such as their name,
conference title or pass-code and the conference leader's name. The
Operator will then announce the participant as "rejoining" the
conference.

### Standard Service with Access Method of Dial Out or Operator Initiated

Participants who are disconnected from a Standard Service conference
when their access method was Dial Out (an Operator contacted the
participant to join the conference), should use the toll free telephone
number provided by the Operator to rejoin the conference. This telephone
number should have also been provided by the Call Leader to be used for
disconnects. An Operator will greet the participant and request his or
her name, the conference title or pass-code and the conference leader's
name. The Operator will then announce the participant as "re-joining"
the conference.

### International Participants

International participants who are disconnected from a Standard Service
conference when their access method was Dial Out (an Operator contacted
the participant to join the conference), should use the telephone number
(+319-375-1930) provided by the Call Leader to rejoin the conference.
This is a collect telephone number with the charges paid by NASA. An
Operator will greet the participant and ask for his or her name and
phone number, the conference title or pass-code and the conference
leader's name. The Operator will then call the participant using the
telephone number provided and announce the participant as "re-joining"
the conference.

### VoTS Documentation and Training

VoTS end user training sessions have been held for the major NASA
centers and user documentation is maintained at the NISN web site,
<http://www.nisn.nasa.gov/vots/index.html>.

### VoTS Cancellation Policy

If you determine you will not need to conduct your conference call,
please cancel your call using the e-Scheduling or call the NASA
Reservation Center at 1-877-232-NASA (6272). If you have a day or week
where you will not be using your scheduled recurring call (Standing
Reservation), please cancel these individual calls. Canceling individual
calls will not change your next recurring scheduled call.

2.  The conference facility does **[NOT]{.underline}** observe NASA
    holidays. Please cancel any recurring conferences that fall on a
    NASA holiday.

To avoid cancellation fees, please cancel your voice conference 30
minutes prior to the conference start time. If you do not have 30
minutes notice to give MCIW, have at least 2 participants join the
conference so that NASA will be charged a usage fee and not a
cancellation fee. The cancellation fee is equal to \$3.50 per port
(telephone connection). For a conference using 10 ports the cancellation
fee would be \$35.00. Usage fee for 2 ports for one minute would be less
than \$1.00.

### Suggested NASA Voice Conferences

#### Unattended Service -- Toll Free Meet Me Access

Most NASA voice conferences can be conducted using the service level of
Unattended and the access type of Toll Free Meet Me. NASA previously
referred to this type of conference as "Toll Free Dial In" and it is the
least expensive type of voice conference. To schedule this conference
with the conference facility, choose the following:

-   Service Level -- Unattended

-   Access Type -- Toll or Toll Free Meet Me (choose depending on
    whether you want the participant to pay their own long distance
    charges).

-   Suggested Features:

    -   Secured Call -- this feature allows the conference leader to
        prevent both the Operator and additional participants from
        joining the call. It assures that confidential conversations
        will not be overheard or monitored. The conference facility will
        provide the conference leader the procedure for activating this
        feature.

    -   Tone In -- a tone will be heard for each participant entering
        the conference.

    -   Standing Reservation -- allows the conference leader to reserve
        a conference on a regularly scheduled basis such as daily,
        weekly, etc. If the conference will be conducted on a regularly
        scheduled basis, this feature will enable the conference leader
        or contact to make only one reservation. Please remember to
        cancel any conferences that will not take place as planned to
        avoid cancellation fees.

-   The following information is required by the conference facility:

    -   Conference leader's name, NASA site and phone number.

    -   Conference contact's name and phone number (if different from
        the conference leader).

    -   Conference title

    -   Conference date, time, time zone and duration.

        -   Note -- the conference facility uses the time zone of the
            conference leader as the time zone of the conference.

    -   Number of ports (telephone connections) for toll and toll free
        access

    -   Method to receive written confirmation

        -   Provide either an email address or fax number.

        -   NISN recommends that all VoTS users request a written
            confirmation and check it for accuracy.

    -   Features requested -- if additional features are requested,
        provide the conference facility with the necessary information.

        -   Standing Reservation -- if the conference is a regularly
            scheduled conference, indicate the recurrence (i.e. daily,
            weekly, monthly, quarterly, yearly, etc), the day of the
            week and the end date.

-   The conference facility will provide the following information to
    the conference leader or contact:

    -   Written confirmation by either email or fax as specified

    -   Toll and/or toll free number

    -   Numeric pass code

    -   Conference confirmation number

-   The conference leader of contact should pass on the following
    information to all conference participants:

    -   Conference date, time, time zone and duration

    -   Conference leader and conference title

    -   Toll and/or toll free number used to access the conference
        facility

    -   Numeric pass code (entered on the participant's telephone keypad
        when prompted by the conference facility) to gain access to the
        conference

    -   If a Standing Reservation has been requested, notify
        participants of the pattern of recurrence and the end date.

#### Standard Service -- Toll Free Meet Me and/or Dial Out Access

Some NASA voice conferences require Operator assistance to initiate
and/or conduct. This level of service is Standard and can be accessed by
either Toll Meet Me, Toll Free Meet Me or Dial Out. NASA previously
referred to these types of conferences as "Admit Dial In" and "Operator
Dial Out". To schedule these conferences with the conference facility
choose the following:

-   Service Level -- Standard

-   Access Type -- Toll Meet Me, Toll Free Meet Me, Dial Out or a
    combination (some participants may initiate the conference by
    calling the conference facility and some may request that an
    Operator contact them to join the conference).

    -   NOTE: Access to an Standard Service Level conference may be
        either by Toll or Toll Free Meet Me, where the participant calls
        into the conference facility, or Dial Out, where the Operator
        calls the participant. Since most international participants may
        not be able to call into the conference facility using a toll
        free phone number, the Operator may Dial Out to connect
        international participants if requested.

-   Suggested Features:

    -   Standing Reservation -- allows the conference leader to reserve
        a conference on a regularly scheduled basis such as daily,
        weekly, etc.

    -   Participant Screening -- an Operator will prescreen participants
        as they enter the conference using an approved list provided by
        the conference leader or contact. The Operator will announce the
        participant into the conference.

    -   Enter / Announce -- the Operator will enter and announce
        participants into the conference.

    -   Roll Call -- the Operator can conduct a roll call so that all
        participants will know who else is on the line.

-   The following information is required by the conference facility

    -   Conference leader's name, NASA site and phone number

    -   Conference contact's name and phone number (if different from
        the conference leader)

    -   Conference title

    -   Conference date, time, time zone and duration.

        -   Note -- the conference facility uses the time zone of the
            conference leader as the time zone of the conference.

    -   Number of ports (telephone connections) for all participants
        that will access the conference by calling in (Toll Meet Me or
        Toll Free Meet Me).

    -   Names and phone numbers for all participants that will access
        the conference by Dial Out (the Operator will call 10 minutes
        prior to the start time).

    -   Method to receive written confirmation

        -   Provide either an email address or fax number.

        -   NISN recommends that all VoTS users request a written
            confirmation and check it for accuracy.

    -   Features requested -- if additional features are requested,
        provide the conference facility with the necessary information.

        -   Standing Reservation -- if the conference is a regularly
            scheduled conference, indicate the recurrence (i.e. daily,
            weekly, monthly, quarterly, yearly, etc), the day of the
            week and the end date.

        -   Participant screening -- provide a list of approved
            participant names.

-   The conference facility will provide the following information to
    the conference leader or contact:

    -   Written confirmation by either email or fax as specified

    -   Toll free number

        -   NOTE -- the conference facility assigns a toll free number
            for each conference to be used by the participants calling
            in to connect to the conference and for any participant that
            becomes disconnected so they may rejoin the conference in a
            timely manner.

    -   Conference confirmation number

-   The conference leader or contact should pass on the following
    information to all conference participants:

    -   Conference date, time, time zone and duration

    -   Conference leader and conference title

    -   Toll and/or toll free number used to access the conference
        facility. If the participant is to be contacted by the Operator
        (Dial Out Access) to join the conference, the toll free number
        should be used if the participant becomes disconnected from the
        conference or is not available to receive the call.

    -   If a Standing Reservation has been requested, notify
        participants of the pattern of recurrence and the end date.

### VoTS Quick Key Features

The following features are available to VoTS users by pressing the noted
key combinations on their telephone keypads while a conference is in
session:

#### Operator Assistance - \*0

Press \*0 on the telephone keypad to request assistance from a MCIW
Operator.

#### Question in Listen Only mode - \*1

Press \*1 on the telephone keypad while in Listen Only mode to ask a
question. The Listen Only feature must be requested at the time of
reservation.

#### Mute / Un-mute - \*6

Press \*6 on the telephone keypad to alternately mute or un-mute your
telephone.

#### Secured Call - \*7

Press \*7 on the telephone keypad to alternately secure and un-secure
the conference. This feature must be requested during call reservation.
While the conference is secured, no other participants can enter the
conference including the MCIW Operator.

### VoTS Players

The following is an explanation of the terms used to describe the
"players" in a VoTS conference:

#### Call Leader or Conference Leader

The individual who chairs or leads the teleconference is the Call Leader
or Conference Leader.

#### Participant

A Participant is anyone participating in a teleconference.

#### International Participant

An International Participant is any participant reached using an
international phone number. This DOES NOT include Russian participants
using MSFC phone numbers (256-961-XXXX). These individuals are using the
Private Branch Exchange (PBX) system supplied by MSFC and can call into
the conference using a toll free phone number. Meet Me access to
conferences is possible for these participants and Dial Out access is
NOT required.

#### Call Contact or Conference Contact

The individual who schedules the call with the conference facility is
the Call Contact or Conference Contact.

#### NASA Help Desk (NISC)

The VoTS user should call the NISC if he or she experiences a problem
with a teleconference or is unsatisfied with the service. The Help Desk
Analyst will open a trouble ticket and dispatch it to the Customer
Advocates for resolution. The NISC is a 24 hour a day, 7 day a week, 365
day a year operation.

-   Phone 1-800-424-9920 or 544-HELP (4357) for MSFC users.

-   Email helpdesk.msfc@msfc.nasa.gov.

#### NASA Customer Advocates

The Individuals who work directly with MCIW to resolve any customer
problems and customer satisfaction issues are NASA Customer Advocates.
They will provide feedback to the customer as it becomes available.

#### Operator

The MCIW individual who interacts with NASA to initiate a teleconference
(Standard Service Level with Dial Out Access Participants), approved
entry to a teleconference (Standard Service Level with Meet Me
Participants) or is available for assistance (all conferences) by
pressing \*0 on the telephone keypad is the Operator.

## Secure Voice Conferencing

Secure voice conferencing is provided for NASA by MSFC using NASA
communications equipment. This service requires special telephone
equipment for each participant. The MSFC Operator initiates the call and
announces the entry of each participant. This conference should be used
for all meetings where Classified or "Secret" information will be
discussed. In addition, Secure Voice Conferencing should be used where
unclassified but sensitive information will be discussed such as a
Source Evaluation Board (SEB) meeting.

Secure Voice Conferences for classified meetings may be scheduled
between 7:30 AM until 4:30 PM Central Time by calling the MSFC Operators
at (256) 544-2121.

Secure Voice Conferences for unclassified meetings may be scheduled by
calling the Owen Johnson at (256) 544-4539.

Secure Voice Conferencing telephone equipment for participants may be
obtained by contacting the local NASA Security Office.

To schedule a Secure Voice Conference, the following information is
required:

-   Conference leader's name, NASA site and phone number

-   Conference subject

-   Conference date, time and time zone

3.  The time zone of the conference leader is the time zone of the
    conference.

-   Participants' names, phone numbers and locations.

Approximately ten (10) minutes prior to the start of the conference, the
MSFC Operators will begin calling each participant and announce him or
her into the conference. After all participants have been connected, the
Operator will perform a roll call and then exit the conference. The
Operator is available for assistance during the conference by calling
(256) 544-1212. If the conference will not take place as planned, please
notify the MSFC Operators one hour prior to the scheduled start time.

## Tips for Conducting a Successful Voice Conference 

Our goal is to help you plan and conduct your calls so you can
concentrate on effectively communicating your message. To make sure your
meeting runs smoothly, please consider these tips:

### Conference Leader:

-   Distribute an agenda or other helpful materials before the
    conference.

-   Notify participants of the call information:

    **[Unattended Service]{.underline}**

1.  Date, time and duration of the call including the time zone (time
    zone of the conference leader determines the time zone of the call).
    If the conference is scheduled as a recurring call, provide the
    frequency (daily, weekly, etc) and the ending date.

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1.  Toll and/or toll free number and numeric pass-code.

2.  Contact information for the conference leader and the conference
    contact.

    **[Standard or Attended Service]{.underline}**

```{=html}
<!-- -->
```
1.  Date, time and duration of the call including the time zone (time
    zone of the conference leader determines the time zone of the call).
    If the conference is scheduled as a recurring call, provide the
    frequency (daily, weekly, etc) and the ending date.

2.  Toll and/or toll free number

3.  Conference title.

4.  Contact information for the conference leader and the conference
    contact.

5.  Other special instructions

-   Cancel with the conference facility (1-877-232-NASA or 6272) if the
    conference will not take place as planned

-   Check the conference confirmation notice for accuracy. Notify the
    conference facility (1-877-232-NASA or 6272) immediately if any
    anomalies are found.

-   Conduct or request that the Operator conduct a roll call.

-   Ask participants to identify themselves by name and location when
    speaking

-   Encourage discussion and allow time for interaction

-   Schedule a follow up conference with the participants and with the
    conference facility

-   Distribute minutes with assigned actions

### All Participants:

-   Dial in or be available for the Operator 10 minutes prior to the
    conference start time.

-   Check voice mail for instructions to access the call if you were not
    available to receive a call from the Operator. The Operator will
    leave instructions on how to join the call in progress.

-   Redial the toll or toll free number if you become disconnected. For
    Meet-Me calls this is the number used to initiate the call and for
    Dial Out calls the Operator provides instruction for access at the
    beginning of the call.

-   Press **0** at any time for Operator assistance

-   Telephone etiquette:

```{=html}
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```
-   Speak clearly

-   Avoid side conversations and background noise

-   Avoid using a speaker phone but when you must, mute when not
    speaking

Do not place your phone on hold. In many cases, this generates a tone in
the conference that is disruptive to the other participants.

# Change Log

  -------------------------------------------------------------------------------------
  Status                Document   Effective   Revision Purpose
  (Baseline/Revision/   Revision   Date        
  Cancelled)                                   
  --------------------- ---------- ----------- ----------------------------------------
  Baseline              0                      UNITeS original issuance

                                               

                                               
  -------------------------------------------------------------------------------------

######## Abbreviations and Acronyms

  -----------------------------------------------------------------------
  **Acronym**        **Definition**
  ------------------ ----------------------------------------------------
  MSFC               Marshall Space Flight Center

  NASA               National Aeronautics and Space Administration

  NISC               NASA Information Support Center

  NISN               NASA Integrated Services Network

  NTC                NASA Teleconferencing Center

  PBX                Private Branch Exchange

  SEB                Source Evaluation Board

  UNITeS             Unified NASA Information Technology Services

  VoTS               Voice Teleconferencing System

  Y2K                Year 2000

                     

                     

                     

                     

                     

                     
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