Cymbus App FAQ

Dialpad

Q: Are 1-to-1 video calls processed the same as video conferences?
A: Direct video calls are SIP calls peer to peer, not using the conference service.

Expected Behavior

• The Windows version of Cymbus UI does not have a maximize button. On Windows "maximize" would full screen the app and this is controlled at the OS level. We believe it to be better not to present the button, since it is not granular enough to give us control over how it is presented to the end-user.

• Can’t search for a user by their last name.

  • Search by name or number doesn't always work. For example, typing “Rachel” will bring up “Rachel Harper – Work: 555” but typing "Harper” won’t return anything.

  • Search Contacts by first or last name. For example, typing either “Rachel” or "Harper" will filter the contacts list down to Rachel Harper.

Known Issues

• When interacting with a video call, if the call is placed on hold after the video has started, video will fail to resume after resuming the call.

Chats

Q: How is chat history stored?
A: 90 days of chat records are stored on the Cymbus servers. Users can export a chat or delete their history on demand.

Q: Can I direct message with more than one person at a time?
A: No, the current methods of chatting in the Cymbus app are 1:1 messages or Rooms.

Expected Behavior

• Can’t search for a user by their last name. Search existing rooms and conversations will allow for First Name, Last Name, word, etc.

  • New Conversation – “Type to add people to a conversation”. Typing “Rachel” will bring up “Rachel Harper – IM: rachel.harper” but typing "Harper" won't return anything.

  • Create a Room – Add Members. Typing “Rachel” will bring up “Rachel Harper – IM: rachel.harper” but typing “Harper” won’t return anything.

  • @Mentions. First Name only.

Video Conferencing

Q: How are the Cymbus video servers distributed?
A: The servers for US and Canadian customers are located in North America. The video servers used for a conference is the server under the least amount of load at the time the conference is started.

Q: Why does the Video Conference have an option to "Pause Sending Video" and a separate option to "Stop Video"?
A: "Pause Sending Video" stops you from sending video, but you still get the downstream (which is up 2 MBps). “Stop Video” stops video on both sides so you receive only the audio (200 KBps). It is fairly extreme but useful for bad network conditions.

Q: How do you find the culprit of an audio echo on a Video Conference?
A: In the Cymbus app, open the participants list. The audio energy indicator on the bottom left of each participant’s avatar can help you determine which user is broadcasting the echo. Another way to discover the source is to switch to the ribbon or focus view for the conference. That will pop the offender into the main box.

Layout

Q: Is there a visual indication of the video layout that is currently in use during a Video Conference?
A: The layout icon changes based on the current format.  For example, if you set it to Grid, the icon is displayed as the grid format.

Q: Can I mirror, rotate, or flip my video image in Cymbus?
A: Currently Cymbus only shows non-mirrored video and doesn’t support horizontal flipping or video rotation. Users can use a third party app to achieve those video effects while using the Cymbus app. One example is ManyCam.

Q: Does Cymbus support blurred or masked background in the video?
A: This is not a feature built into Cymbus but users can use a third party app to achieve. See above.

Conference Settings

Q: Where can I get dial-in only information?
A: The dial-in phone number can be found in the invite when scheduling a conference or as a link on the web page that launches when participants click your video conference link. 

Q: As the host, can I disable or change the sound of crickets I hear before participants join my video conference?
A: Yes, available under End User Portal within the Cymbus app. Look for the Lone Participant Sound field.

Q: Can Video Conference participants share their screen?
A: Yes, participants that are using the desktop app will be able to share their screens if granted by the host. At this time the mobile apps and web client don't support sharing your screen.

Q: Can I change the settings while hosting a conference?
A: Yes, but the new settings won't take effect until you start the next conference.

Q: Can I display an avatar when not sharing my video?
A: This is not currently supported in Cymbus Video Conferences.

Recording

Q: What recording options do I have for a Video Conference?

A: "Start local recording" of Conference Calls is audio-only and will display a visual indication that the conference is being recorded.

"Start server recording" of Conference Calls can record audio and video. This option plays an audible notification that a recording has started (for the host and all participants) and also displays a visual indication that a recording is in progress. (This option requires you to “Set up Dropbox”)

Expected Behavior

• Self View is lagging. The Video Conferencing solution mixes all video streams together and streams it back down to you as if it is one video file. For the Self view, this means you don't see yourself until it has been sent to the video servers, mixed, encoded, and passed back down to you. This process all happens very quickly, but the delay is most noticeable for the Self view as you can perceive a delay on your own image more easily than with others on the call.

• Toggling “Local Video View” doesn’t remove the encoded version of my video. Because of the Video Conferencing technology being used, you will always see your "Self Video View" along side others on the call, even when you have enabled “Local Video View.”

• Can’t search for a user by their last name. When inviting a participant, typing “Rachel” will bring up “Rachel Harper" but typing "Harper" won't return anything.

Known Issues

• On Windows OS, the Meetings UI window loading across multiple screens.This issue is found at the OS level, users should check to see what their DPI settings are/make adjustments there. https://support.microsoft.com/en-us/help/3025083/windows-scaling-issues-for-high-dpi-devices