FAQs – PGi Reseller FAQ for the transition to LoopUp
These Frequently Asked Questions (FAQ’s) will continue to be updated (last updated 21 September 2022)
Can we delay the transition date?
Unfortunately not, PGi are discontinuing their services on 30 September 2022 meaning that all PGi numbers need to be migrated to LoopUp on 1 October 2022.
PGi dial-in numbers are shared with resellers, and many customers with dedicated numbers still have access to and use the global PGi dial-in numbers as a result we must move all services for direct customers and reseller customers on the same date.
Timescales for the Transition
Due to tight timescales of this transition and our own process, we have many fixed parameters specifically the timeline the changes will happen.
22 September: Reseller decision on whether to proceed with the transition to LoopUp.
01 October: Conference calls will transition to LoopUp infrastructure.
What are you doing to make this transition as seamless as possible?
For Automated Audio (no operator assisted conferences) where the majority of users dial-in to their conferences, LoopUp is working to retain dial-in numbers and access codes to minimise friction and churn for the bulk of the users.
Access codes: Whilst this approach benefits the vast majority of users, there will be some users whose access codes (Moderator and Guest codes) are the same as existing LoopUp users, for this small sub-set of users we will need to issue new access codes.
Dial-in numbers: The majority of dial-in numbers will stay the same, however PGi continue to change some numbers. LoopUp will publish and promote a default set of international dial-in numbers that will work for all users as a fail-safe. These will be provided to you in due course but will only work from the 1 October 2022.
For all reseller end users for which PGi and now LoopUp have email addresses for, it is LoopUp’s intent to send a welcome email to each user, confirming their access codes and dial-in numbers as well as a link to the international dial-in number list on 1 October 2022. We recognise that a lot of reseller end users do not have email addresses, in these instances we aim to provide details of end user accounts with access code changes (old passcodes and new passcodes) for resellers to communicate to their customers directly.
What information needs to be communicated to our end users?
We welcome and encourage you to directly inform your end users of the scheduled change, and any communication that helps them use the LoopUp service.
As stated, for all reseller end users for which PGi and now LoopUp have email addresses for, it is LoopUp’s intent to send a welcome email to each user, confirming their access codes and dial-in numbers as well as a link to the international dial-in number list on 1 October 2022. We recognise that a lot of reseller end users do not have email addresses, in these instances we aim to provide details of end user accounts with access code changes (old passcodes and new passcodes) for resellers to communicate to their customers directly.
How will new users be added?
Post transition customers can add new users:
- By sending a “Self-provisioning link” to the end user
- By logging into their administrator portal
- By emailing email@example.com
Alternatively, as a reseller you can offer to provide a proxy service and email LoopUp support on your customers behalf.
Does the LoopUp service work with Adobe Connect?
LoopUp is urgently working with Adobe to continue to provide this service.
If you have Adobe Connect customers please provide a list of accounts to your account manager and copy in firstname.lastname@example.org if you are able to include any PGI ID’s e.g.
- IntlCompanyID OR CompanyID
- IntlBilltoClientID OR BilltoClientID
- IntlClientID OR ClientID
In addition to company names it will significantly help us identify specific accounts, otherwise it is an extremely slow process trying to identify accounts by company name alone, as there are tens of thousands of account many with very similar names.
We will keep you informed of progress on our ability to deliver the Adobe solution.
Can the service be branded?
LoopUp sold its service directly, not through resellers and consequently does not have a white labelled offering.
Where resellers have dedicated dial-in numbers, it should be possible to maintain customised welcome prompts in due course, although not necessarily by 1 October. In all other cases, please note it is not possible to have customised voice prompts (on shared numbers).
Note all PGi voice prompts are vanilla (unbranded), to minimise any confusion.
Who will be my account manager?
Where possible LoopUp aims to hire some of the existing PGi account management team. We are working on the best way forward and will provide details of your dedicated account manager in due course, until then please contact email@example.com so that we can ensure the right person can deal with your request.
What is LoopUp’s support model?
LoopUp is a UK registered company with offices globally including the US. LoopUp has 24/7 support by phone and email, where operators follow the sun from our EMEA, US and APAC offices.
Billing and CDR’s
LoopUp will provide the first invoices in November for the previous months use, all invoices have 30 day payment terms. CDRs will be accessible by FTP every month, the first will be with 5 days of the month end.
Automated Audio CDRs (Pay as You Go and overage) will come in the following format.
Automated Audio licence charges will be shared in due course.
Operator Assisted CDRs will be shared in due course.
What are LoopUp’s wholesale rates?
Existing agreed PGi wholesale rates will be maintained for active call types that have been used since 1 February 2022. For call types and rates not used in this period, LoopUp standard wholesale rates will apply. Wholesale invoices will be sent monthly in arrears on 30-days payment terms.
Wholesale rates have been communicated directly to resellers – if you did not receive this information these please email firstname.lastname@example.org.
Are you able to provide details of how the LoopUp product compares to PGi?
PGi have a range of products that serve their Automated Audio customers, LoopUp has just one. For an overview of LoopUp’s automated Audio product please visit LoopUp’s support site.
It is important to note that whilst many PGi users have access to a broad array of features, the majority of users simply use dial-in numbers and codes.
Reseller training and walk throughs
Prior to the October 1st migration LoopUp do not have the resource to provide dedicated training. However our support site is an excellent and comprehensive source of information. Post transition, and the admin related admin LoopUp will have more time to connect with resellers on a one to one basis.
Reseller support urgent and special cases
LoopUp provide 24/7 support which can be accessed as first line by end users or second line where the reseller chooses to provide first-line. LoopUp have 24 hour call answering and deal with urgent matters. Escalation for resellers will be managed through the LoopUp channel team, ultimately to LoopUp’s VP of channel.
Customer admin portal access
The portal access will first become available on 1 October 2022 when customers are migrated, accessed via loopup.com. Resellers will need to inform Loopup which end users need to be elevated to “administrators” for their enterprise to be able to manage their account such as add / remove users, review usage (note no billing information is shown in the administrator portal).
Is there an end user “my account” area?
Yes, end users also have their own “my account” area where they can manage conference settings, use the invite tool, create new conferences (new access codes), access recordings, review call history etc. For users without email addresses we aim to provide a link that can be sent out to them that asks for their pin codes and creates their my account area.
Is there a reseller portal?
The LoopUp experience was built ground up to serve customers directly, consequently the admin portal is designed for IT management of the service from within the enterprise. Consequently LoopUp does not have a tiered management layer for resellers. However LoopUp it does empower customers to self-serve, reducing the resource requirement on reseller support teams.
Are there important actions customers can take to prepare for the transition?
Yes we would strongly encourage the following:
- Email whitelisting: Please ensure @loopup.com email domain is whitelisted so that the important end user conference detail are not restricted by spam filters.
- Networks and Firewalls: If users used PGi web products, we strongly recommend to configure your network firewalls for LoopUp too.
- Outlook Add-in: Post 1 October 2022 PGi Outlook app users must click “Start my meeting” to refresh it with LoopUp conference details OR install the LoopUp Outlook add-in.
- Video system requirements: can be found here.
- Single Sign-On: LoopUp integrates with SAML-based Identity Providers (IdPs) for LoopUp SSO alternatively please contact email@example.com
- International Dial-In List: Whilst we aim to maintain as may dial-in numbers as possible, some numbers may change, hence we would encourage your users to use LoopUp’s standard International Dial-In List wherever possible (details coming soon).
Will my GlobalMeet Outlook plugin still work?
The GlobalMeet Outlook plug-in will continue to work following the transition from PGi to LoopUp.
If you already have the GlobalMeet Outlook plug-in installed – After the transition has been completed on 1st October 2022, click to launch the plug-in. This will trigger a one-time migration of your settings so that you can continue to use this tool. Things will look slightly different, but you will still have the same functionality and conference details.
If you have any issues using the GlobalMeet Outlook plug-in after your account is migrated to LoopUp – Follow the instructions below to install the new add-in: LoopUp for Outlook Setup Guide
If you are a delegate for another member of your team and would like to use the GlobalMeet Outlook plug-in – Delegates will be able to use the plug-in, as normal. Conference/meeting room “owners” should make sure that their delegates have been set up correctly. More information about assigning delegates can be found here.
Will PGi’s Adobe connector continue to work?
No, both administrators and end users will need to make changes to their Adobe connector.
- As of October 1, PGi will no longer support the current Adobe adaptor and it will stop working
- Until LoopUp’s adaptor can be deployed by Adobe, you must set-up Adobe’s “Universal Voice” option to use Adobe Connect with your LoopUp audio conferencing details
Administrators and users need to configure the Universal Voice profile first, then your users will need to set-up their profile with their conference code. Full instructions are in this Adobe Connect support article.
To see FAQs for PGi account administrators and bill-payers, visit this page.