Webex Assist Production Services FAQ

We offer a variety of Webex Meeting, Webex Events (classic) and Webex Webinar services. Here are some of our most frequently asked questions.

Will my Producer share the presentation content, either with application sharing or screen sharing, or on my behalf during a Webex meeting, event, or webinar?

Providing the presenter with training and support makes sure they are comfortable sharing their own content, because the presenter knows their own presentation best. Producers must share content in order to manage meetings, events, and webinars, and that can interfere with timely responses to technical questions from attendees. Technical problems, such as power failure or loss of internet connection, are not guaranteed to occur during the sharing of your content. It is entirely up to you to decide whether you would like to share your content with your producer after discussing the risks with them, and they will do their very best to do so.

The producer’s ability to run your content while managing the webinar is severely limited if you have a webcast view turned on and are broadcasting a webinar in webcast view.

Will the Producer assist me with managing Slido content in my webinar?

Yes. When you create a webinar using your Webex Slido license, please invite your Producer to collaborate on any Slido content that you will be using by selecting the Share menu option when you will be creating the webinar. As part of your Producer service, you will be assisted in the creation of polls, as well as defining the best way for your type of Webex session to share polls, questions, and results.

What is the best way to share a video file in a meeting, webinar, or event?

It is important to note that the method you choose to conduct the Webex session depends on the type. In order to share a file in the content viewer, the preferred mode of sharing for Events (classic) is to share a file. When working on a webinar or meeting, choose Desktop or App Share, with Auto-Optimize or Optimize for Motion and Video selected (unless you prefer to not share the audio track of the video).

Will the Producer moderate audio Q&A for me?

Meetings and webinars can be mute and unmuted by the Producer, but attendees cannot unmute during webcast views of webinars.

Raising their hands signals that they would like to be unmuted in a webinar or meeting. When an attendee is introduced on the call, the Producer can unmute their lines before muting them again after they have asked their question.

What is the best way to manage a Q&A session during a large webinar?

Slido or the Webex Q&A panel allow attendees to submit their questions in writing, which is the easiest way to handle Q&A in a webinar with many attendees (high attendance). With Slido, you can respond to questions that hold the most interest among audience members by allowing them to up-vote. A moderator can provide a more natural, conversational tone by reading the questions for the presenters to answer.

We recommend that you discuss with your producer any privacy or anonymity requirements you may have.

How far in advance should I reserve Production Services Assist services, and what deadlines should I be aware of for planning?

When you book three weeks prior to your webinar or event, availability will be the best. We suggest you schedule your rehearsal for two to three days before your webinar or event, so as to be as prepared as possible at the time of your rehearsal and have your presentation materials ready as soon as possible after that. You should deliver your materials to the Producer at least 24 hours before your webinar or event if you would like them to be imported into the webinar or event as well as reviewed for rendering accuracy by the Producer. Unless you will be using Desktop or App Share, if your slides use custom fonts, please let us know the font files that need to be installed.

How do I identify the maximum attendee capacity for Webex Webinars/Webex Events (classic) with my host account?

This information can be obtained from the administrator of your Webex site. You may contact your Cisco account team or the administrator of your site for more information.

Is my Producer a technical support representative?

There is no need for Producers to have specific training and certification in the best practices of delivering an event, a meeting, or a webinar. It is the producer’s responsibility to assist audience members by answering basic technical questions in the Q&A window as well as assisting panelists and presenters to join the discussion and participate in the panel. It will be the responsibility of technical support to respond to more comprehensive technical issues.

Will my Producer be able to prevent technical issues from occurring during a meeting, event, or webinar?

It is not. In the event of a technical issue, your Producer will provide workaround options that will allow your meeting, event, or webinar to continue as scheduled. In the event that there is a technical issue that is more complex, such as service outages or site issues, technical support will be contacted.

Can my Producer monitor packet loss and technical information during meeting, event, or webinar?

Producing an event, meeting, or webinar will be the focus of the Producer, and he will not be managing the technical tools associated with the events. There are two types of Technical Monitoring services available at ATC: A stand-alone Technical Monitoring service and the Premium Plus Assist, which includes both Producer support and Technical Monitoring assistance.

How quickly can I expect a response from my Producer when I email questions to them regarding my meetings, events, or webinars?

Producers work varying shifts throughout the day and are often working with customers during live events to support them. There is usually a response within one business day from the producers.

What format will you use to provide my recording?

We have two types of recordings: internal recordings that are recorded within Webex, and screen capture recordings that are captured from the Attendee view of Webex. In addition, we will provide you with a screen capture recording of your meeting, event, or webinar within 24 to 48 hours after your meeting, event, or webinar, whether it is in WMV or MP4 format, as per your preference. It may take longer for the recording to be processed and edited if it is a longer recording.

Do Producers support any released version of Webex?

Yes, I agree. We support all versions of Webex that are generally available, and all of the associated applications, such as Slido, that are associated with them. A month in advance of the upcoming release, we begin formal training on it, while hands-on training begins immediately after the release is made available to internal beta testers for testing.

There is no support nor recommendation for using external beta/public preview releases outside of test environments before they are generally available to the general public.

Contact us:

• We have a team of Production Services employees based in the US

• Hours of operation: From 4 am to 9 pm Pacific Time (Monday to Friday)

  • If you schedule an appointment in advance, we may be able to provide service outside these hours

Please feel free to contact webexproductionservices@cisco.com if you have any questions

Response time:

• New reservations: 3 business days

• Change requests to our Scheduling Team: If you have scheduled a meeting in advance, we will reach out to you within business hours