VQ FAQ's Page

VQ Support - FAQs

USER
Question 1:	How can I get help?
Answer:	If you want to make a some test calls, have a guided tour of VQ, or have any problems please feel free to contact us. If you would like us to be available for calls you are making, again please contact us and we will be delighted to assist you. Email us at support@vqlive.com or contact our Customer Support Team on +44 (0) 845 270 2344.

Question 2:	How good is the video and audio experience?
Answer:	The voice and video performance is good. Normally, we run at 128kbps which provides a good video experience. 128kbps is used because it works over standard ADSL lines. Corporate users with higher bandwidth networks can use higher bandwidths. The audio performance normally provides an audio experience which is richer than that experienced using a standard telephone or a mobile phone.

Question 3:	How do I know whom I can call?
Answer:	VQ provides a list of other users who are on-line and callable. As a new user signs into the VQ service, the list gets updated. Users can make point-to-point calls by selecting a single user and multipoint calls by selecting multiple users. Click and call.

Question 4:	Can I schedule calls to happen at specific times?
Answer:	Yes. VQ also provides the ability to schedule conference calls to start at a particular time.

Question 5:	Does VQ interoperate with the video systems I already have installed?
Answer:	VQ is based on standards based video conferencing technology. It can communicate with SIP and H.323 devices. We can also interoperate with ISDN (H.320) and 3G video devices (subject to the VQ service including 3G)

Question 6:	Can I use it with my office and home based users?
Answer:	Yes. VQ will work over the corporate network and also with users based at home using standard ADSL lines.

Question 7:	Can I use VQ from a WiFi hot-spot?
Answer:	Yes. We have used VQ successfully on WiFi hotspots within corporate environments and also at locations such as coffee shops, airports and stations. Please note that as always, the user experience will depend on what other users of the network are doing.

Question 8:	Can I use VQ if my IP address changes?
Answer:	Yes. The VQ infrastructure handles changes of IP address and makes the whole process transparent to the user.

Question 9:	Can I use room systems with VQ?
Answer:	Yes. Room systems can be used within VQ.

Question 10:	If I have a room system, how does VQ run on the room system?
Answer:	It doesn't. The VQ UI will run on (initially) a PC which is located in the room.

Question 11:	What headset/microphone solutions does VQ support?
Answer:	The VQ service includes provision of headsets/microphones that are optimised for IPbased communications. Problems associated with feedback are common if care is not taken when selecting headsets. We do not recommend customers using their own devices as this introduces a wide variety of potential differences and varying quality experiences. For the list of cameras, headsets and acoustic echo cancellation devices we support and recommend go to http://www.vq-conferencing.com/Support-Cameras&Headsels.htm

Question 12:	How do I stop the audible click when using VQ?
Answer:	To do this go to Windows control panel and click on Sounds and Audio Devices and then the Sounds tab. Scroll down to Windows Explorer > then select "Start Navigation" then select NONE from the dropdown list and click apply.

Question 13:	When I click on a URL in an email the page displays in the VQ call Panel.
Answer:	To stop this happening do the following: Open a browser, click on tools > Internet options > the the Advanced tab, scroll down the list to Browsing then look for "Reuse windows for launching shortcuts" and uncheck this option.

Question 14:	How do I switch off the 1db microphone boost?
Answer:	To do this go to Windows system tray in the bottom right hand corner, then right click on the speaker click > "Open Volume Control" then go to options then click " advance controls" if not all ready ticked then click options again and this time click > Properties > Recording > then click OK on the next window click the advance button under the mic settings and then unckeck the db boost and then finally click close.
Question 15:	Sometimes when I try to make a call I hear a ping immediately and cannot connect. Why and what do I do next?
Answer:	This does sometimes happen when the software client running on the PC which provides the Firewall Traversal looses it's connection with it's server in our data facility in London. Normally the client and video client re-establishes their connection over the connection provided by the RealTunnel client. Sometimes, however, the video client cannot re-connect. In this situation, if you try and make a call, the call will fail and you will hear almost immediately, (within 1 second) a "ping" from the client as the call fails. In this situation, log out of VQ and sign-in again. This re-establishes the connection and call placement should work again.

Question 16 :	Sometimes my RealTunnel connection drops. Why and what do I do next?
Answer:	In this situation, log out of VQ and sign-in again. This re-establishes the connection and call placement should work again. (see question 15).

Question 17:	I cannot join a data call - the VQ Client is telling me to position the VQ Call Window on the left hand edge of the screen. Why and what do I do next?
Answer:	Please ensure you have the VQ Call Window right up against the left edge of the desktop. This provides the client space to load the data collaboration software.

Question 18:	I cannot join a data call.
Answer:	Make sure pop-ups are enabled - see Question 37 - enabling pop-up blockers or alternatively, press the CNTRL key while clicking on "join data session" and keep it pressed until the data window has been loaded.

Question 19:	I cannot join a data call.
Answer:	Make sure you have J2SE Runtime Environment 5.0 installed. If you are not sure, go to add/remove programs and look for it there. If it is not installed. Go to http://www.vqlive.com/Support-Client-download.html Click on Java Client and you will be taken through the steps you need to follow. When installing the Java runtime we recommend NOT installing the Google tool bar unless you have already installed it.

Question 20:	I don't see myself when I am in a call. Why and what do I do next?
Answer:	VQ is designed to keep the user interface as small as possible and not consume the entire desktop. When you join a call, the default view is to just see the remote person. To see youself, simply click on the third button down on the user inferface, next to the video window. This results in the "remote" video window floating. You can position it where-ever convenient; it can also be stretched and resized. Clicking on the fourth button results in the remote window toggling through a range of sizes.

Question 21:	I'm hearing really bad audio. Why and what do I do next?
Answer:	Certain types of consumer routers (when using ADSL or SDSL) develop throughput problems after they have been running for a while (several weeks/months). We have had experience with this with NetGear ADSL routers. Rebooting the router can solve the problem.

Question 22:	I'm hearing myself. What do I do next?
Answer:	Check that you are using the headsets we recommend at http://www.vqlive.com/Support-Cameras&Headsels.htm If you still have a problem you need to re-run the audio tuning wizard and enable echo cancellation. Go to http://www.vqlive.com/Support-AECAudioConfig.htm and you will be shown what to do next.

Question 22a:	When I make calls the person I call does not see my video
Answer:	Check that you have the latest drivers for your camera installed. For the recommended Logitech cameras. Go to http://www.logitech.com/
GENERAL
Question 23:	What is VQ?
Answer:	VQ is a is a fully integrated, IP-based, desktop conferencing solution, enabling users to make high quality voice, video and data calls.


Question 24:	What does VQ consist of?
Answer:	The VQ conferencing solution allows users to make voice, video and data conferences. Calls can be point-to-point or multipoint. VQ is sold as either a fully managed service or as a product, which runs within your own corporate network.


Question 25:	What do I get if I sign-up to VQ?
Answer:	Point to point calls, multipoint calls, voice, video and data calls and a video conferencing device. The user gets a "click-to-call" user interface that enables them to easily make, schedule and manage calls.


Question 26:	Can I have our logo on the user interface?
Answer:	Yes. Co-branding of the VQ user interface is possible. This is an additional service for which we charge.

Question 27:	Why is the VQ video client unique?
Answer:	The VQ service includes the France Telecom eConf client which is a software based solution. It delivers good video and excellent audio. eConf provides a range of compelling features which include the ability to "drag and stream" video clips.

Question 28:	How does VQ help me reduce the TCO (Total Cost of Ownership) of deploying a conferencing solution?
Answer:	VQ auto configures the eConf and RealTunnel support centrally. This removes the need for users to do this and reduces the risk of inexperienced users making a mistake when configuring the VQ video support. This reduces the likelihood of having to send an expensive support engineer to each new users desk.

Question 29:	My users share PC infrastructure.
Answer:	VQ supports hot-desking. Different users can sign into VQ and it will reconfigure the VQ video client to assume each user's identity.

TECHNICAL
Question 30:	Is VQ ISDN based or can I use my IP network?
Answer:	VQ is, by default, is IP based. Optionally, the users will be able to call ISDN, PSTN or 3G based users (subject to the VQ service including 3G).


Question 31:	Will it work with my Firewalls?
Answer:	VQ contains a firewall tunnelling solution that uses a single port on the firewall which is normally open. In our experience to date, the solution works in most situations (>95%).


Question 32:	Will we need to reconfigure our firewalls?
Answer:	No. For more Firewall infomation < Click Here >


Question 33:	Which ports does the VQ firewall traversal solution use?
Answer:	443 and 444. For more Firewall infomation < Click Here >

Question 34:

What type of system does VQ run on?

Answer:

Windows XP, Windows 2000. It is not advisable to run applications such as VQ on older operating systems such as Windows 98.

June 2008 - VQ does not currently run on systems with Windows Vista. Inital testing has commenced and our development team are working on this. We will be making further announcements shortly.

Question 35:

Can I run VQ on Linux or on a Mac?

Answer:

At the moment No. There are 2 reasons. The VQ UI is rendered (drawn) within a browser and the object model which defines how a page is drawn differs in subtle ways between the different types of browser. VQ was written to work on the largest installed base of browsers in the corporate environment which means it needs to work with Windows Internet Explorer.

The second reason is that we have been unable to find a good video client that runs on Linux or Macs. There are plenty of open source options but none of these support the patented codecs (eg G.723, G.722, H.263) They typically are limited to G.711 or H.261.

Question 36:

Can I run VQ User Interface in a Firefox browser?

Answer:	At the moment No. The VQ UI is rendered (drawn) within a browser and the object model which defines how a page is drawn differs in subtle ways between the different types of browser. VQ was written to work on the largest installed base of browsers in the corporate environment which means it needs to work with Windows Internet Explorer.

Question 37:	What about Pop-Up blockers on XP Service Pack 2?
Answer:	If you have pop-up blockers enabled, you will need to allow pop-ups from the following server addresses www.vqlive.com, vqlon1.niad.co.uk, vqlon2.niad.co.uk, vqlon3.niad.co.uk, dslon1.niad.co.uk and dslon2.niad.co.uk. Exactly how you will do this depends on where you have pop up blockers enabled. If you are unsure, contact your IT dept.

Question 38:

What additional software do I need to install on my PC?

Answer:

When using data collaboration, the user will need to have installed the Java RunTime (1.5.0.10).

Go to http://www.vq-conferencing.com/Support-V3Clientdownload.html

Click on Java Client and you will be taken through the steps you need to follow.

Question 39:

How do I install Java Run Time so I can participate in data conferencing?

Answer:

Go to http://www.vq-conferencing.com/Support-V3Clientdownload.html

Click on Java Client and you will be taken through the steps you need to follow.

Question 40:

What do I need to do to install VQ on my system?

Answer:

Download the VQ client from this site and run the simple installer. The download takes approx. 4 minutes over an ADSL line and the setup takes about 2-3 minutes.

NOTE: VQ configures the video client remotely. All a user needs to do when installing the VQ client is run the audio and video tuning wizards.


Question 41:	Is the data collaboration based on T.120?
Answer:	No. We use a browser based data collaboration tool. It works with all browsers we have used it with.


Question 42:	What protocol does the VQ client use?
Answer:	The video support use SIP ("Session Initiation Protocol")


Question 43:	How do my H.323 support work with our SIP support?
Answer:	The VQ infrastructure handles the interoperability between SIP and H.323. SIP/H.323 calls are handled transparently by the system.


Question 44:	What is SIP?
Answer:	Session Initiation Protocol. SIP is the leading technology used for VoIP (Voice Over IP) and is becoming widely used within corporate environments. SIP is a protocol defined by the Internet Engineering Task Force ("IETF") RFC 3261.


Question 45:	Do you offer an Instant Messenger ("IM") functionality?
Answer:	We don't have IM integrated into the video client currently.


Question 46:	Does VQ integrate with Lotus Sametime?
Answer:	No. However, IBM does provide mechanisms for customizing SameTime and this is something that could be investigated on a consultancy basis for the customer.


Question 47:	Does VQ integrate with Microsoft Outlook?
Answer:	No. However, Outlook and Exchange provide extensive support for .Net (which is what VQ is based on) and this is something that could be investigated on a consultancy basis for the customer.


Question 48:	What is the difference between Windows Messenger and MSN Messenger?
Answer:	MSN Messenger is proprietary whereas Windows Messenger supports both MSN Messenger and SIP based communications and standards based SIP Instant Messaging (the standard is called "SIMPLE" [SIP Instant Messenger Protocol with Leveraged Extension] RFC 3261).


Question 49:	What do I do when my Personnel Firewall prompts me to "Block/Unblock" player.exe and rtunnel.exe
Answer:	This issue only occurs when you are using a Personnel firewall like ZoneAlarm, Norton etc, not the XP personnel firewall. So when you are prompted by the firewall always allow (Unblock) these executables to connect to the internet.