ICU Global

Q1: What is ICU™ Live!?
A: A Web based Video and Audio conferencing Desktop application system that supports long distance real-time communication and exchange of business information.ICU™ Live! can be used for:

Conference Chat
Conference Whiteboard Sharing
Conference Screen Sharing
Conference Screen Photo Sharing
Conference Video Sharing
Conference Recording
Recording of any User's Video or your own Video
Person to person Files transfer
Person to person Chat whilst in the conference
Person to person Screen Sharing
PowerPoint Presentations
Person to person Whiteboard usage
Person to person Video and audio call
Up to 64 concurrent participants in Video/Audio conference

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Q2: How to start ICU™ Live!?
A: Download and install the software.This process will take about 2-3 minutes.

Go to the website www.icuglobal.co.uk to begin the process
To download ICU™ Live! to your PC, click on 'download' located on the right of your screen
First select 'Save' on the pop up box/window.
Then select 'Run' and follow the instructions to complete the installation.

Once the installation is complete, an ICU™ Live! icon will appear on your desktop, and in your Windows Start menu at the bottom left of your screen.

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Q3: What is ICU™ Live! system requirements?
A: Workstation Hardware Requirements
Pentium 4 2.0GHz CPU or Higher
10/100 MBS Network card
Add-on Display Card(Graphics with 32MB Memory or higher)
AC97 Audio Card.
256MB RAM or above
USB webcam or DV CamDesktop microphone and speaker
Operation System:Windows 2000 / 2003 / XP and VISTA
Microsoft DirectX 9.0c (or later)
Display resolutions (Screen Area): 1024 x 768

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Q4: What is the Minimum Server Requirements should I decide to buy the full License of ICU™ Live!?
A: Processor: Pentium4 HT 2.8GHz or above (X86-32-bit based)
Memory: 1024MB RAM or above
Networking requirement:2Mbps or above exclusive bandwidth
Or 10Mbps or above sharing bandwidth
Operating system:Red Hat Linux 9.0 / AS3 / AS4 (most recommended)CentOS 4.4 or above
White Box Enterprise Linux release 3.0 or aboveMicrosoft Windows 2000 / 2003 Server

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Q5: How can I resolve a login problem?
A: First ensure that you are using the correct username and password
If you have forgotten your password, then you can request a new one by e-mailing us at info@icuglobal.co.uk
If your password is correct but you are having difficulty logging into the ICU™ Live! network you may be having a problem with your connection.
Here is a list of procedures to follow:

Make sure you have the latest version of ICU™ Live! It can be found at: http://www.icuglobal.co.uk
Download and install the software as indicated in the Answer to Question 2
If you are behind a proxy server; make sure you have set all proxy settings in ICU™ Live!
Go to the Options tab on the Main Login Window and then select Connections
If you are using a Windows built-in firewall, Go to the Start menu> Settings >Control Panel and then Windows firewall
If the 'Don't allow exceptions' box is ticked, then uncheck it. If there is ICU™ Live! (avcon) listed below, delete it.Go to the 'Exceptions' tab and tick the box where ICU™ Live! is listed for it to be exempted
Then restart ICU™ Live! You will be prompted to allow ICU™ Live! to connect to internet; accept it
If you are using another firewall, Go to Start menu >Programs and select your firewall. Repeat the same procedure as above.

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Q6: How do I login?
A:

Double click ICU™ Live! Icon on the Windows Desktop
Type in the following IP Address: "213.235.61.182" against "Server IP field" and then the User Account and Password which ICUGlobal™ gave you when you registered.
Finally Select "Save My Account and Password" if necessary, and then click "sign-in"

NOTE: during your first log in, your system may ask you to block the file. Please select to "always unblock" it. You only have to do this at your very first log in. For any additional login issues, please go to Q5

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Q7: Why ICU™ Live! is superior to other Video-Conferencing systems?
A: These are the steps for end user installation:

It supports Dual stream (screen video)
It supports Audio/Video Desktops
It supports Audio/Video in Conference
It supports Audio/Video based on IP
It supports File Transfer
It supports Screen Sharing
It supports Video on Demand (VOD)
It supports Conference Recording
It supports connections to PSTN(landline and Mobile)
It supports Instant Messaging
Easy to useEasy to install [2-3 minutes]
Priced from £5/Month/User

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Q8: Can ICU™ Live! Work with my Firewall?
A: Yes! (also refer to Question 5).

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Q9: What additional software do I need to install on my PC? A: Microsoft DirectX9.0c (or above), if necessary. It is available free from ICU™ Live! Web site. www.icuglobal.co.uk

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Q10: What Protocol does the ICU™ Live! support?
A:

Support ITU-H.323 protocol
Support SIP protocol.
Support XMPP protocol
Support RTP/RTC protocol.
Support H264 video standard.It uses X264 library for encoding H264 AVC video stream (Advance Video Coding)

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Q11: Can I use room systems with ICU™ Live!?
A: Yes

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Q12: What do I do when my Personal Firewall prompts me to "Block/Unblock" ICU™ Live!?
A: This issue will only occur when you are using a Personal firewall like Zone Alarm, Norton etc, not the Windows XP personal firewall. So, when you are prompted by the firewall always select (Unblock) to connect to the internet.

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Q13: What do I do after I have signed-in to ICU™ Live! ?
A: You can start Instant Messaging, Individual communication, join a Web Conferencing, Team communications, Video conferencing etc.

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Q14: How do I add others to my Contact List?
A: Select the Friends tab and right click on your group, choose "add user", click account option from the window that appears, type in the user name, click on it and then click finish to add the user

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Q15: How can I invite Users to the Conference?
A: In order to do this you must have host rights. A host right is a privilege given to a User to enable him/her to organise a conference, and also use all of the ICU™ Live! features listed in the answer to Question1. When you are registered, ICUGlobal™ will create the number of Users with host rights requested and the remaining Users will have Attendee rights. To invite any User to the Conference, right click on the User. s name, choose "invited as Host", "Attendee" or "Observer" from the shortcut menu

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Q16: How do I get an ICU™ Live! account?
A: Contact Customer Services by email info@icuglobal.co.uk or by phone on +44 (0)20 8899 7426.

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Q17: How does ICU™ Live Work?
A: ICU™ Live! is an efficient web based Video and Audio conferencing application system that connects two or more multiple conference terminals via internet at different locations, in order to interchange real-time business information and collaboration.

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Q18: What type of Network does ICU™ Live! System Support?
A: Telephone line, ISDN, ADSL, cable television network, twisted pair to broadband network and any other access service line which can provide true Internet.

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Q19: There is discontinuity and shatter in my images and sound?
A: No matter how unstable the network is, constantly maintaining the perfect image is one remarkable feature of ICU™ Live! Video conferencing system. In the case of images and sound being discontinuous and shattered, please check whether your CPU is 100% occupied and whether your network bandwidth is sufficient. If this is the case, you should decrease the usage of CPU and bandwidth.

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Q20: What should I do if there's no Video after normal log in?
A:

Check whether the video capture device is driven normally
Check whether power of video camera is switched on.
Check whether the video camera is on standby mode
Make sure the video capture device is properly connected
Make sure the video capture device in "Video Tuning Wizard" of the User is selected
Make sure the video standard is the local general standard
Make sure the [Input] in Video Preview window in [Video Tuning Wizard] of User is set as connecting port for the physical connection of current capture card

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Q21: What should I do if there's no audio after normal log in?
A:

Check whether the audio capture device is working normally.
Check whether audio capture device, audio output and control device are in working mode.
Check whether the audio capture device is properly connected.
Make sure the [Microphone] in [Audio Tuning Wizard] of client is set as the current applicable audio capture device
Make sure the selected port of microphone in [Audio Tuning Wizard] of client is identical with the physical port of microphone (audio capture device)

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Q22: Only 2 lines of video are displayed normally and other videos are all black screen. Why?
A: The reason is that no independent video card is installed in this computer ICU™ Live! Network conferencing system requires that the system should have an independent video card with memory of 32MB at least.

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Q23: During the conference, why 2 videos overlapped in one video box and kept blinking?
A: This is mainly due to the outdating of INTEL integrate video card. Because the users will not update their video card driver and most of them are still have the driver launched in 2004, even 2003. The image will turn to normal after upgrading the driver to the latest version.

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Q24: Sometimes during a conference, why is it that it's only me that can't see other Users' video & audio?
A: This is mainly because two persons are using the same router at the same time, that is, they are in the same local network To save bandwidth, the video & audio between them are transferred via local network. If they are in different network segments or access authority this will not be the case. Local network users have one firewall installation as such the amount of bandwidth decreases as the number of Users using the facility simultaneously increases. To solve this problem, select Menu then Options then Individual and finally tick "Streaming media server has the priority"

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Q25: Why is the local video effect reduced automatically?
A: In new version, the function of local video auto adjustment is provided to ensure the transfer of audio under the limited system resources. That is to say, local video effect will automatically decrease in case the network bandwidth is not good. Moreover, if selecting "Auto adjust video based on CPU" from "Video-Telephone" in "Option", the local video effect will automatically decrease due to the overuse of the local CPU.

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Q26: What should I do when installing the hardware echo canceller in the conference room and using the software, but noticed that the sound is discontinuous and the sound the effect is not good?
A: Check whether you have selected the "AGC" and "Echo Canceller" from "Voice" in software "Option". If they are selected, they may influence the echo canceller. Please cancel these selections?

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Q27: What are the type of faults that frequently occur during conference and their solutions?
A:

Noise: - the PC camera is equipped with microphone, such as Logitech 5000; you can disable it, or select from video and audio adjustment menu in this software
Whistle: - set the microphone as Mute in Volume Control and close microphone enhancement
No sound: - Check the connection of hardware and select Microphone in Recording Control
The video is not smooth: - set the image according to the standard; it should not be too high

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Q28: Can the system be used for the first time at a conference if the User does not conduct any debugging? If debugging is necessary, please list the basic steps and the frequent problems and solutions?
A: The main task is to check whether the local video and audio can work normally. For example whether the microphone works, PC camera driver is properly installed, resolution and frame rate are set as the default mode. No problems occur after simple operation training. Additionally, if there is no modification to system, little or no adjustment is necessary.

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Q29: Is it necessary to carry out audio and video debugging before each conference in order to get better effects? During the conference, is it necessary to ask the technician to keep continuously maintaining the system?
A: Repeated debugging is unnecessary after the first debugging because the memory function of the system can automatically store the modified parameter. During the conference, the administrator in the main conference can conduct remote control, debugging and maintenance, so the participants in auxiliary conferences only need to master some basic skills

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Q30: What should the system administrator do after the conference?
A: The database will be refreshed automatically after the participants leave and the system administrator does not need to do anything. In the case of video recording, the recording will automatically stop after the conference ends and video recording can be played directly.

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Q31: Does the conferencing system detect and operate the installed video and audio devices automatically and does the user only have to carry out some simple operation like volume adjustment?
A: The conferencing system will automatically detect and operate the installed video and audio devices, and the user only has to perform some simple operations such as volume adjustment. The conferencing system administrator can remotely check and modify the PC system configuration for each participant.

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Q32: In cases of emergency (e.g. too slow network rate or too bad audio effect), what should the user do?
A: The network transmissions will lose some packages under poor network condition. ICU™ Live! 's feedback function can protect a perfect images. In order to ensure better performance, users can select the number of received video and audio lines, or silence some audios, or select different connection methods, TCP or UDP. Besides, users can adjust their data streams and other participants' streams to save bandwidth.

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Q33: No conference list displayed when clicking conference option?
A:

Make sure you are permitted to participate in this conference
Check whether this conference is called off by the organizer
If you were allowed to participate in the previous conference, the reason should be due to new authorization for new conference

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Q34: No image of participants is displayed?
A:

Confirm your identity in the conference as Host, An Attendee or an Observer
For presenter of Host, you can receive others' video
For participant or audit (Observer), make sure whether the Host has broadcast the participant's video or audio. 4) Check whether there is someone logging on via proxy and the server is configured the proxy logon method

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Q35: Your template is asynchronous with others'?
A:

Make sure you and other participants are in the same conference
Make sure to select Sync Setting from [Conference] in [Option] of client
In case of more than one conference presenter, the images received by other presenter are more than the local received video. Please close the Video which have been broadcasted

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Q36: Why can't I see the User I'm adding to my group?
A: You need the persons confirmation that he/she would like to be added to your list

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Q37: After correct logon, why can't the client see the previous point-to-point instant message?
A: Make sure you have selected the [Auto save the history talk] in Message [Option].

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Q38: After normal logon of client software, point-to-point video call, e-whiteboard, screen sharing or document sending is unavailable?
A:

Check whether this user is online
Make sure this user has video
Make sure the server port you logging on is opened
Check whether one party is logging on via http Tunnel and the server configuration support http Tunnel logon
In case of video call, whether there is a prompt that there is unavailable for both parties, if so, please allocate the resources

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Q39: For dual-screen, why does the video in one screen turn black?
A: This problem has something to do with operating system. The temporary solution is before entering the conference, open on video file by using Windows Media Player or RealPlayer, stop it after several seconds and minimize this video file. Then enter the conference.

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Q40: How do I login as another User in my PC when I have already checked the box in my login Window that says "save my ID and password on this Computer?
A: From the Logon Window, choose Menu Tab and click logout, then double click the reddish ICU™ Live! icon at the left of the Screen, the Login Window will appear again, type in the new Username and password

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