Frequently Asked Questions

Mix Meeting is an audio conferencing service. Our technology allows multiple callers to join a single conference call, regardless of what phone they are using or where they are located.

After your company signed up for our audio conferencing service, your company was issued a series of individual conferencing numbers with associated access PIN Codes. You should have received a wallet-sized card displaying your personal 800 number and access Codes. Use these same numbers each time you host a conference call.

Listed on your card you will see three access codes: "Host Code", "Guest Code" and "Listener Code". If you are hosting the meeting, you will enter the conference call using the "Host Code" when prompted by the system. This gives you control over the conference. Typically, you will provide other participants with the "Guest Code" to enter as they join the conference call. Participants that enter the call with the "Listener Code" will be muted during the call and unable to speak to the group. We recommend only using the "Listener Code" when you are holding a large meeting where background noise or discussion may be a distraction.

No. Mix Meeting is a reservationless audio conferencing service, meaning you can use your conferencing numbers at any time without needing to schedule your meeting through us first. You will, however, need to inform the other people joining your call of the conferencing access information, meeting time and date.

If you will be having a meeting with more than 50 participants, we ask that you notify Mix Meeting technical staff 48 hours in advance. This allows us to monitor the network for quality control during large meetings.

As a reservationless service, Mix Meeting does not notify your guests of your meeting. Before your meeting, you will need to send each participant an email that provides them with the date, time, 800 number and Guest Code. Instruct them to dial the 800 number on their phone at the time of the meeting and to enter the Guest Code when prompted by the system.

At the time of the call, dial "1" plus the 800 number provided. Enter the Host Code when the system prompts you to "Enter your PIN Number". You will then be connected to your conference.

Your meeting host should have provided you with the date, time, 800 number and Guest Code access PIN for your conference. At the time of the call, dial "1" plus the 800 number provided. Enter the Guest Code when the system prompts you to "Enter your PIN Number". You will then be connected to your conference.

NOTE: If you have joined the call before the Host, you will hear hold music until the host joins the call.

The Voice Control Panel provides an online view of your conference call and allows you to control certain aspects of call participation.

1. Go to http://voicecontrol.mixmeeting.com in a Web browser.
2. Enter the conference number and host code on your audio conferencing card.
3. A list of active call participant numbers will be displayed in the caller window.
4. By checking the boxes next to individual participants, you can perform the Group Actions listed at the bottom, such as muting, unmuting and disconnecting callers.
5. On the right side, you will see "Questions", which notifies you of any participants using the "Listener Code" who may wish to be unmuted to ask a question. Listeners should press *4 to ask a question.
6. On the right side, you will also see "Conference", which provides an overview of the conference duration and total number of callers.

If you have lost or misplaced your wallet card and do not know your access codes, please contact 1.877.MIX.MEET. A Mix Meeting customer care representative will provide you with your numbers and issue a new card to be sent to you.

International callers will first need to dial +1-414-944-0210 to connect them to the United States. They will be then prompted to enter the 800 number to connect them to the Mix Meeting system. They will next be prompted to enter their PIN Number (Guest Code) to connect them to your call.

Mix Meeting invoices conferencing customers once a month, unless otherwise noted. In the upper right hand corner of your bill are your Account Number (Customer ID), Invoice Number, Invoice Date and Payment Due Date.

Mix Meeting monthly mailed invoices typically include two pages of information: The Billing Summary page and the Billing Detail Summary page. The Billing Summary provides subtotals of product usage, tax, discounts/credits, your previous balance, current charges and the Total Amount Due to date. You should tear off the bottom portion of this page and enclose it with your payment. The second page Billing Detail Summary is a high level overview of the your usage and rates. If you are seeking more specific call detail, you can access that information online.

You can access your bill online at my.mixmeeting.com. This management portal will provide you will access to your current and previous invoices and show your current account balance. You will be provided with access information when you receive your first mailed invoice.

Mix Meeting is currently working to add additional features to the online management portal to provide more information and account management functionality.

Double check that you are correctly entering your Customer ID as listed on your bill (ex:0000123 or 123). Double check that you are using accurate capitalization for your username and password.

If this does not solve the problem, click the "Forgot Password?" link. You will need to enter your account number and username. If you do not have the correct username, you will need to call 1.877.MIX.MEET to receive it. If your Customer ID and username are correct, you will be prompted to enter the Current Charges of your last invoice. Look on your bill and enter this number correctly. Mix Meeting will then send an email to the email address listed for you in the system providing you with your password. Refresh your screen and attempt to log in using this information. You will be prompted to enter a challenge question and answer that you will be asked on any subsequent time that you forget your password.

If you are still unable to log in, contact Mix Meeting support at 1.877.MIX.MEET.

Double check that you are correctly entering your Customer ID as listed on your bill (ex:0000123 or 123). Double check that you are using accurate capitalization for your username and password.

If this does not solve the problem, click the "Forgot Password?" link. You will need to enter your account number and username. If you do not have the correct username, you will need to call 1.877.MIX.MEET to receive it. If your Customer ID and username are correct, you will be prompted to enter the Current Charges of your last invoice? Look on your bill and enter this number correctly. Mix Meeting will then send an email to the email address listed for you in the system providing you with your password. Refresh your screen and attempt to log in using this information.

If you are still unable to log in, contact Mix Meeting support at 1.877.MIX.MEET.

Log into the My Account portal at my.mixmeeting.com. Click on the "Billing" tab. Then, click on the appropriate invoice number for the bill you are looking at. Open the PDF of your invoice. The first two pages are your Billing Summary and will look like your paper invoice. The detail for who made each call will begin on page 3 of your bill. Save or print the PDF for your future reference, if desired.

Double check that you have dialed the numbers correctly by hanging up your phone and re-dialing. If you hear that the PIN number you have entered is incorrect, you will need to contact Mix Meeting customer service at 1.877.MIX.MEET to confirm that you have the correct conferencing numbers and that your organization's account is still active.

If you hear dead air, contact Mix Meeting technical support at 1.877.MIX.MEET.

Double check that you have dialed the numbers correctly by hanging up your phone and re-dialing. If you hear that the PIN number you have entered is incorrect, you will need to contact the host of your meeting to confirm that they provided you with the correct information. For customer privacy reasons, Mix Meeting cannot provide access numbers to guests.

If you hear dead air, contact Mix Meeting technical support at 1.877.MIX.MEET.

Echoes or background buzzing on a conference call is frequently the result of a participant using a cell phone with poor reception. If you experience this, ask if any of your participants are using a cell phone. If so, ask the caller if they are able to call back in from a landline or are able to find a location with better reception. If no one is on a cell phone, contact 1.877.MIX.MEET so that a technician can help you isolate the connection issue while your call is in-progress.

Guests will hear hold music if they have joined the call prior to the host, however, this will cease once the host joins. If you are still hearing faint background music, one of your participants may either be playing music at their location or may have put you "on hold" and stepped away from their desk. Participants frequently do not realize that if they place the call on hold, their organization's hold music will play on the conference call. If no participant is playing music in the background, you have likely been put on hold. You can disconnect the caller using the Voice Control Panel or wait until they return to their desk. If you are unable to isolate the issue, contact 1.877.MIX.MEET to speak with a technician.

To record a single call or all calls, contact Mix Meeting customer care at 1.877.MIX.MEET to enable your account for recording privileges prior to conducting the call you wish to record. After conducting your call, either call customer care or send an email to support@mixmeeting.com and provide the Call Start Date, Call End Date and your Email Address. Your call recording will be sent via email in 48-72 hours.

Check your login information and attempt to enter it again. Also, make sure that your pop-up blocker in your web browser is disabled and that Session Cookies are enabled.

To do this:
IE
Pop Up Blocker: Go to Tools > Internet Options > Privacy. Uncheck the box at the bottom labeled "Block Popups" and click OK.
Cookies: Go to Tools > Internet Options > Privacy. Check the option labeled "Allow sites to set cookies" and click OK.

Firefox
Pop Up Blocker: Go to Tools > Options > Content. Uncheck the box at the bottom labeled "Block Popup Windows" and click OK.
Cookies: Go to Tools > Options > Privacy. Click the "Advanced" button. Check the option labeled "Accept Cookies" and click OK.

If you are still experiencing difficulties, contact 1.877.MIX.MEET for technical assistance.

As the host, first make sure that you have started the conference by clicking the "START" button located on the web conference toolbar. Next, make sure the participant has the correct log in information. Make sure they also have cookies enabled, pop-up blockers disabled and a good Internet connection (see above question). Slow Internet connections can cause delays in what participants see and in their ability to join the conference.

Double check your login information and attempt to re-enter it. Also double check the date, time and time zone of your conference. If this appears to be accurate, you will need to contact the meeting host to determine why the meeting has not been started.

You will need to contact the meeting host and have them provide you with the login information again. For customer privacy reasons, Mix Meeting cannot provide access numbers to guests.

This could be caused by a number of things. First, check that you are publishing a supported document type. Mix Meeting only supports Microsoft Word, Excel and PowerPoint documents from Office 2003 or earlier. Check that your document doesn't contain any unsupported features, such as password protection. Third, check your file size and Internet connection. If your file is large or you have a poor connection the publishing feature may have timed out. After relieving any of these issues, try to upload your document again. If it does not work you may need to reduce the document size or attempt publishing from a stronger Internet connection.

No, however Mix Meeting does allow you to store multiple, frequently used documents in a system library for easy access. To publish a different document than the one currently published, simply publish a new document or select a document from your library. The new document will become your current published item.

Yes. When you save the document, choose "File" > "Save As" and select "Save As Type" to "MS Office 97-2003. Publish this version of your file to your conference.

To view your presentation, participants must join your session. Participants have no direct control over the navigation before, during, or after the presentation session. Secure Socket Layer (SSL) is used for all communications, ensuring that communications are secure between all parties. Hosts are given the opportunity to remove presentations from the server after each session is completed. If a participant bookmarks a page or slide during a meeting, he or she can return to it so long as you have not removed or replaced your presentation.

Shared content is not cached on local browsers, however, please be aware that it is not possible to prohibit participants from using third party software to capture and store content displayed on their screens during meetings.

Animations, embedded audio and video in a PowerPoint presentation are removed during the conversion process. The slides will be displayed as JPG images only to improve meeting speed.

You cannot modify published documents. To make changes, you will need to edit the document on your computer and re-publish the file. The new document will replace the old one.

Ask the current presenter if they are in "share mode". Control cannot be passed when the Presenter is in share mode so they will have to stop sharing and pass back control by clicking the presenter button on the toolbar.

Always use the fastest Internet connection available and suggest that your participants do the same. Even if the Host is on a fast connection, a participant with a slow connection will experience conference delays. However, a slow Host connection will slow the conference for all participants.

When using the Sharing feature, change your screen resolution and color depth to the lowest acceptable settings as well.

It is likely that you are unable to accept the ActiveX download because of a firewall/proxy or browser setting that restricts your permission to download applications to your computer. ActiveX is required to share a document or application. It is a one-time installation process.

Contact your IT department and ask them to help you install the Installation Kit. The Installation Kit link is on the meeting login page on the host a meeting login side. To get back to the meeting login page, go to www.mixmeeting.com and click the “Meeting Login” link at the top of the screen. You should then see the Installation Kit link.

Mix Meeting supports SIP and TDM protocols using SIP, H.323 or ISDN PRI.

Mix Meeting supports the G.711 and G.729 codecs.

Yes. As a customer you will have full FTP access to your call detail records.

An interop, or interoperability test, in our case is a way of checking connectivity between your network systems and ours. We do this before we turn you up as a new customer to ensure our systems work together effectively to send traffic. Visit our Interops page for more information.

Mix Meeting offers services as pre-pay or post-pay. Post-pay customers must pass a credit approval check. Mix Meeting accepts credit card, ACH, wire and PayPal as methods of payment.

Mix Meeting termination customers are billed weekly. Although DIDs may incur monthly flat charges, the charges will be billed pro rata on the weekly bill. Usage and charges are broken down by product on your invoice. You may also receive a one-time bill for set-up fees and/or number porting fees, if these charges are incurred.

Yes. As a Mix Meeting customer you'll have access to our online account management system where you can view usage reports, view your bill and request new DID numbers.

Mix Meeting only offers termination to countries in which we have high quality, direct route, including: United States, Canada, United Kingdom, Mexico, Honduras and Sri Lanka. We add new routes frequently so please check back often for updates.

A DID, or Direct Inward Dial number, provides a direct number that calls into a company’s private branch exchange (PBX) system. DIDs can serve as individual numbers for a person or workstation without requiring a physical line into the PBX for every connection. DIDs are the same as a DDI or virtual number.

Mix Meeting offers aggressive flat rate, metered and per port pricing for DIDs. Volume discounts are available. Learn more.

You can search for DID availability by NPA/NXX or by state by clicking here.

We do not offer international DIDs at this time.

We do not offer vanity DIDs at this time.

No. You can select the rate center and the NPA only. We can't guarantee that a specific NPA-NXX will be available at the time you place your order.

NOTE: For New York numbers, be sure to specify what NPA is desired as there are multiple NPAs per rate center. Some NPAs even span multiple rate centers.

If you do not like your number, you can cancel that number and order another. You may be subject to additional ordering fees and/or delayed activation times in such cases.

Minimums will be designated in your contract with Mix Meeting, if necessary. Ask your sales representative for more information.

To request a new DID, you must be a current customer with access to our My Account online management system. Log into your account and click the Provisioning tab to begin submitting your request. If you are looking to port your number, please follow our Porting Guidelines (see below).

Log into your My Account portal and click the Provisioning tab. As you complete the form, there is a section at the bottom called “DIDs”. Click the “Add DID” button. If you are adding more than one type of DID (ie. Flat, Metered or Per Port), you will need to click “Add DID” to add your second type.

Select Residence or Business based on how the DID is going to be used by you or your customer. This is for listing purposes with the LEC and would be used if you or your customer decides to port the number to a different carrier in the future. It does not impact which DID type you can choose.

The Subscriber Name needs to be the name that will appear on the account – either an individual or a business name. The Subscriber Address needs to be related to the name on the account. This is for listing purposes with the LEC and would be used if you or your customer decides to port the number to a different carrier in the future.

You should choose the Per Port or Metered product. Both will provide your DIDs access to any available port/line. With the Per Port product, you will pay a monthly per port fee and a small monthly per DID fee. With the Metered product, you will pay a small monthly per DID fee and a small per minute fee for traffic.

We do not provide equipment-specific help. We will provide the SIP stream to you in E164 format.

1. Contact Mix Meeting and let your sales representative know that you're looking to port numbers. We will notify the current carrier that you're porting your number to us.
2. Submit all information for the account and carrier that currently holds the number to be ported to noc@mixmeeting.com. Please include:
   
   
   • Carrier Name
   • Carrier Account Number (if available)
   • Name on Account (Business Name or Personal Name)
   • Address on Account
   • Account Type (Business/Residential)
   • Billing Phone Number (as associated to account/DID)
   • Copy of recent invoice from current carrier
3. Double check that this information exactly matches what is listed on the current carrier account for the DID. If inaccurate information is submitted, porting times can be significantly delayed.
4. Mix Meeting will be provide you with updates during the porting process.

If any of the number porting information listed in the Porting Guidelines (see above) is incorrect, or does not match the record for the account that currently holds your number, it will cause the porting process to fail.

Another possibility is that your current carrier may be under a waiver that exempts them from having to port numbers. Check with your current carrier first to see if they have such a waiver in place prior to starting the porting process.

If the porting process fails, we will let you know the reason why to the best of our ability. If we are able to we can restart the porting process. During a failed porting, expect serious delays in the time it takes to re-attempt the porting process.

You can't port your number if there is a freeze on either your local telephone service or your long distance service. You must always tell both the current and new carriers about having a PIC freeze and have it removed if you wish to port your number.

Yes. Carriers can’t block a customer from porting their number to a new carrier because of a balance due. However, the outstanding balance is still due to the previous carrier and is not mitigated with the porting process.

No. If you cancel your service prior to porting your number it could cause you to lose your number entirely. Contact us to let us know you wish to port and we will notify your current carrier that you are porting the number.

There is a one-time $10 per number porting fee.

This depends on whether the number is new or ported. New numbers requests will be processed in 1-2 business days, pending properly completed paperwork. At that time you will receive a FOC (Firm Order Completion) date for your numbers. Numbers will be live within 1-2 business days of FOC pending availability.

Turnaround time on ported numbers varies based on the carrier that currently owns the number. Porting typically takes 15-30 business days, provided that information about the account/carrier that currently holds the number is submitted correctly during request. If your number is under a porting exemption waiver with your carrier, it cannot be ported until the waiver expires.