FAQs – PGi Account Administrators and Bill-Payers

About the Assignment and Transition

What is the Contract assignment to LoopUp?
PGi Connect has assigned its contracts to LoopUp. From 1 October 2022, LoopUp will be providing your conferencing services. The ‘LoopUp’ product will replace PGi Connect audio conferencing, GlobalMeet and SoundPath, and the ‘Event by LoopUp’ service will replace PGi Connect Operator-Assisted calls.

Who is LoopUp and what is the LoopUp product?
LoopUp has provided conferencing services to more than 5,000 enterprise customers since 2006. LoopUp also provides a Cloud Telephony service, integrated with Microsoft Teams, particularly targeted at multinational customers who can consolidate their global telephony service provision into a single vendor with LoopUp rather than multiple telcos, managed globally through a single portal. LoopUp is ISO 27001 accredited across its global operations.

Our ‘LoopUp Meetings’ service combines audio, web and video conferencing with particular emphasis on reliable audio quality and ease of use.

Our ‘Event by LoopUp’ service is a white-gloved service for large scale calls and events where a professional moderator / operator is required.

When does the migration to LoopUp happen?
The transition to LoopUp is taking place on 1 October 2022.

What do I need to do?
No action is required by you. LoopUp and PGi Connect are both committed to a smooth and timely transition for you and your users.

For your peace of mind, we stress that apart from isolated cases that we will communicate separately as necessary, the following key aspects of your service will remain unchanged:

• Primary dial-in numbers will remain unchanged;
• Moderator and participant passcodes / access codes will remain unchanged;
• All rates used in the prior 6 months on the PGi platform (“Active Call Rates”) will remain unchanged
• Standard PGi or Intrado (as relevant) Terms and Conditions will remain unchanged and will apply to your account.

Can I choose to stay with PGi?
No – PGi Connect intends to close down its conferencing services business and, as such, all accounts are transitioning to LoopUp.

About Conference Calling Accounts (PGi Audio Conferencing, GlobalMeet and SoundPath)

Will my users’ dial-in numbers change?
No. Apart from isolated cases that we will communicate separately as necessary, all primary dial-in numbers will remain unchanged.

Will my users’ passcode change?
No. Apart from isolated cases that we will communicate separately as necessary, all moderator and participant passcodes / access codes will remain unchanged.

Will our call rates change?
No. Apart from isolated cases that we will communicate separately as necessary, all call rates used in the prior 6 months on the PGi platform (“Active Call Rates”) will remain unchanged.

Will my service terms change?
Standard PGi or Intrado (as relevant) Terms and Conditions will remain unchanged and will apply to your account.

Will all my conference users (moderators) get new accounts?
All PGi Audio Conferencing, GlobalMeet and SoundPath customers will be automatically provisioned on the LoopUp meetings platform with primary dial-in numbers and passcodes unchanged, except for isolated cases that we will communicate separately as necessary.

How will I get Administrator access to manage my users?
Access to the LoopUp Administrator Portal will be automatically granted to Administrators and Bill-Payers, who will be sent an email by LoopUp during September. More information about administering LoopUp accounts can be found here.

How do our users access prior PGi recordings?
Recordings of conferences held on PGi platforms will not be migrated to LoopUp. Access to PGi accounts will cease as of the PGi Termination date. Users should log in to their PGi accounts to retrieve/download recording files before this date.

More information about recording LoopUp meetings can be found here.

Where can I access copies of past or historic PGi invoices?
Copies of any invoices issued by PGi prior to 1 October 2022 will not be migrated over to LoopUp. Access to PGi accounts will cease as of the PGi Termination date. Customers are advised to log in to their PGi accounts to retrieve/download invoice files (or reach out to PGi Support) before this date.

When will our PGi accounts be terminated?
All PGi and “Soundpath Legal” accounts will be terminated on the PGi Termination date. We’ll communicate this date in due course.

Does the transition also affect our Operator-Assisted conference calls?
Yes. Customers who use PGi or “Soundpath Legal” for Operator-Assisted conferencing (attended audio), will be able to book operator-assisted meetings with Event by LoopUp. Relevant users and Administrators will receive an email from LoopUp with more information about this migration closer to the transition date. More information for customers interested in Event by LoopUp can be found here.

Can we brand the LoopUp conferencing user-portal (account.loopup.com) and web-client (meet.loopup.com)?
LoopUp’s co-branding feature allows your company logo to be displayed on every LoopUp meeting that is hosted by your users. This gives your meetings a professional appearance and increases engagement with your brand. Logos are also displayed in each user’s LoopUp account area.

More information about setting up co-branding can be found here.

Can we centrally deploy LoopUp conferencing apps?
LoopUp apps and add-ins make it simple to schedule and manage your meetings. By deploying our apps and add-ins centrally, your users will not need to self-install LoopUp for Outlook or the LoopUp screen sharing app.

A full guide to centrally deploying apps, for IT Teams, can be found here.

How do I manage my LoopUp conferencing account?
The LoopUp remote meetings platform has been designed as a full self-service product, which is easy to use for all users and admins backed up by a 24/7 Customer Support team.

If you have any questions or require assistance, please reach out to the Customer Support team at support@loopup.com.

Where can we locate technical information about LoopUp video?
New users can follow this guide to use video for the first time. Full system requirements for LoopUp video users can be found here.

Will we retain our custom conferencing welcome message (voice prompt)?
If your company had its own set of dial-in numbers, LoopUp intends to respect the pre-access (passcode/PIN) custom welcome message.

If your company shared dial-in numbers and had a custom welcome message played after the access code is entered, LoopUp will not be able to support this feature on its conferencing platform. In such instances, the voice prompt will be unbranded.

If you have questions relating to customised voice prompts, please reach out to the Customer Support team at support@loopup.com..

How do I get a LoopUp conferencing usage report?
If you would like to request any reports about LoopUp usage, please reach out to the Customer Support team at support@loopup.com.

How can I see a list of users on my LoopUp conferencing account?
Admins can utilize the LoopUp Admin Portal at account.loopup.com, by clicking on Administrator > User Management , to download a user report.

If you would like to request any additional reports, please reach out to the Customer Support Team at support@loopup.com.

How can we manage LoopUp conferencing Users?
LoopUp makes account administration simple and straightforward. Admins can create users, manage users and review account information easily from account.loopup.com.

A library of useful guides for account Admins can be found here.

How do I give users a LoopUp conferencing account?
There are two ways you can give users a LoopUp account.

• As an administrator you can provision the user in account.loopup.com
• You can send users a self-provisioning link so they self-provision. To get this link please reach out to the Customer Support at support@loopup.com, who will enable self-sign-up for your account. More information about this setting can be found here.

How do we set-up Single Sign-On (SSO) for LoopUp conferencing?
SSO is an authentication service that enables a user to sign-in to multiple applications and platforms using one single set of login credentials.

LoopUp integrates with SAML-based IdPs (identity providers) to deliver SSO to enterprise customers at no extra cost. Enabling SSO streamlines on-boarding and user management, while providing an easy and secure sign-in experience.

Auto-provisioning is available as part of SSO. When enabled, this automatically creates an account for users when they sign in to LoopUp via SSO for the first time.

More information about SSO can be found here. If you have any questions about SSO, or would like to enable this setting for your account, please reach out to our Customer Support Team at support@loopup.com, who will be able to help further.

Does LoopUp conferencing have a live status page?
The LoopUp Status Page provides live data for the performance of LoopUp Cloud Telephony, Remote Meetings and Operator-Assisted calls and events. To subscribe to notifications for issues affecting LoopUp services, please follow the relevant links from status.loopup.com.

If you would like help with any live situations, our Customer Support Team is always available to help. Please include the below information when contacting us.

Audio Calls

• The email address you sign-in with
• Date/Time of the call (+ your local time zone)
• The meeting link or access code used to join the meeting
• Dial-in numbers used by the affected attendee
• Phone numbers belonging to the affected participants
• A summary of your experience. Please provide as much detail as possible.

Screen Sharing and Video

• The email address you sign-in with
• Date/Time of the call (+ your local time zone)
• The meeting link or access code used to join the meeting
• Device details: operating system, browser and version
• Network type (E.G Wi-Fi)
• Has the issue been raised to your local IT Team?
• Screenshots of any error messages
• A summary of your experience. Please provide as much detail as possible.

Information for IT Teams – Network configuration
Download PDF – Configuring Network Firewalls for LoopUp

Will the Operator Assisted experience at LoopUp be the same as at PGi
Yes. PGi and LoopUp’s Operator-Assisted experiences are very similar, a white-gloved service for large scale calls and events where a professional moderator / operator is required.

If I have a future Operator-Assisted call booked in with PGi, will it transfer over to LoopUp?
PGi and LoopUp will be in touch to let you know if any future calls need to be switched from PGi to LoopUp.

How can we update company information (company name, billing address etc)
If you would like to make any administrative changes to your LoopUp account, please reach out to our Customer Support Team at support@loopup.com, who will be able to help.

We require a PO number on all invoices, how can we add this?
Customers who are interested in providing a PO (purchase order) number should contact our Customer Support Team at support@loopup.com, who will be able to set a PO number per billed account or “billing entity”.

We require different groups of users to be billed on separate invoices, how do we set up additional entities?
If you would like to make any administrative changes to your LoopUp account, please reach out to our Customer Support Team at support@loopup.com.

Do you charge sales tax?
All LoopUp invoices include a line item for taxes and government fees, based on the account region and currency. For customers in the US, billed in USD, USF (Universal Service Fund) will also be applied.

If you have any questions about your invoice, please reach out to our Customer Support Team at support@loopup.com, who will be able to help.

Our company is tax exempt, how can we ensure that we are not charged tax with LoopUp?
To ensure that your transition to LoopUp is seamless, tax exemption status will be honoured for migrated customers. Because of this, tax-exempt customers should only see information that is relevant to them on all LoopUp invoices.

If your company is tax exempt (charity, non-profit, NGO) and you are seeing an erroneous invoice line item for taxes and government fees, please reach out to our Customer Support Team at support@loopup.com, with your tax exemption certificate/proof of tax exemption.

How and when do I get my LoopUp invoice?
LoopUp will invoice separately for conference calls (migrating to ‘LoopUp Meetings’ product) versus operator-assisted calls/events (migrating to ‘Event by LoopUp’ product), as they are generated from different billing systems.

LoopUp Meetings invoices are sent by email to relevant billing contacts in PDF and CSV formats, typically between the 10th and 15th of the month, for charges and usage from the previous month. If you would like to request a copy of your LoopUp Meetings invoices, please reach out to our Customer Support Team at support@loopup.com.

‘Event by LoopUp’ invoices are sent by email to relevant billing contacts in PDF formats at the beginning of a month for the prior month’s charges and usage. If you would like to request a copy of your Event by LoopUp invoices, please reach out to eventsupport@loopup.com .

Please note, copies of any invoices issued pre-transition will not be migrated over to LoopUp. Access to PGi accounts will cease as of the PGi Termination date. Customers are advised to log in to their PGi accounts to retrieve/download invoice files (or reach out to PGi Support) before this date, as files will not be available from the LoopUp platform.

How can I access a copy of our new LoopUp Conferencing rate sheet?
Administrators and Bill-Payers will receive a PDF copy by email of all the rates for their account. If you would like to request a copy of your LoopUp rate sheet, please reach out to our Customer Support Team at support@loopup.com.

Where can I find information on how to pay an invoice?
Information about how to pay a LoopUp invoice can be found on the first page of all PDF invoice files.

LoopUp Meetings customers can find out more information about payments here. Event by LoopUp customers should reach out to the Event Support Team at eventsupport@loopup.com.

Will we receive a hard copy of our invoices?
LoopUp invoices are sent in PDF and CSV formats, by email only. As an environmentally conscious company, we partner with a charity called Green Earth Appeal and are committed to sustainability and waste reduction.

Customers based in Germany can request a hardcopy of any LoopUp invoice by reaching out to our Customer Support Team at support@loopup.com.

Can I pay by direct debit?
LoopUp remote meetings customers based in the UK, billed in GBP, can be set-up to pay via direct debit. Please refer to the first page of your PDF invoice file for more information, or reach out to our Customer Support Team at support@loopup.comm, who will be happy to help further.

Event by LoopUp customers should reach out to the Event Support Team at eventsupport@loopup.com.

Where can I find a statement of accounts?
A statement of accounts details your historical credits and debits with LoopUp and includes information about any balance due.

If you would like to request a statement of accounts, please reach out to our Customer Support Team at support@loopup.com, who will be able to help.

Please note, statements issued pre-transition will not be migrated over to LoopUp. Access to PGi accounts will cease as of the PGi Termination date. Customers are advised to reach out to PGi Support before this date, as any statements issued by PGi will not be available post transition.

Will my billing frequency remain the same?
Yes, where not specified, you will be billed at your existing billing frequency.

Do my service fees remain the same?
Yes, the PGI Service Fee will be charged in accordance with your existing terms. In the absence of a contract the standard PGI Service Fee of 15% will apply to the full invoice amount.

Who do I contact with questions about ISO, GDPR and information security?
Links to all relevant information, including our terms of service, can be found here.A link to the W-9 document can be found here.

In addition you can find your new contracting entity, together with details for formal notices here LoopUp contracting entity as well as standard PGi or Intrado (as relevant) Terms and Conditions.

Please can you provide LoopUp’s W-9 Taxpayer Identification Number and Certification?
A link to the W-9 document can be found here.

From 1 October 2022, your contract will be with LoopUp rather than the entity you originally contracted with. Your new LoopUp contracting entity, together with details for formal notices, can be found here LoopUp contracting entity:

Importantly, we want to give you peace of mind that, apart from in isolated cases that LoopUp will communicate separately as necessary, the following key aspects of your service will remain unchanged:

• Primary dial-in numbers will remain unchanged;
• Moderator and participant passcodes / access codes will remain unchanged;
• All rates used in the prior 6 months on the PGi platform (“Active Call Rates”) will remain unchanged

Subject to the above, Standard PGi or Intrado (as relevant) Terms and Conditions will remain unchanged and will apply to your account.

LoopUp shall only assume responsibility relating to transitioning the services from 1 October 2022. Therefore, other than queries relating to the transition, for any queries, concerns or claims relating to services provided prior to 1 October 2022, please continue to contact your existing PGi account manager.

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.