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Panel
titleASO Optional Tech Support

ASO Tech Support

  • If your Zoom session uses advanced features such as polling or breakout rooms, or if you are simply not comfortable using the software, tech support can be provided (optional).
  • If you would like to request tech support for your Zoom meeting, please indicate this when booking your meeting.
  • If prearranged, ASO tech support will open your Zoom meeting and be available for the entire duration of your session. 

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titleSupport Guidelines & Definitions

Support Guidelines 

Due to the recent purchase of a sitewide license, and the impact that COVID-19 has had on our team/work capacity, support with Zoom meetings will generally be provided as follows: 

 

Type of Meeting 

Level of ASO Support 

Who Opens the Meeting? 

Who Provides Support during the Meeting? 

Comment 

Office Hours/ Drop-in Sessions/ QA Sessions 

Email during ASO Office Hours (8:30am-4:30pm Monday-Friday)

Meeting Host 

 Meeting Host 

The Meeting Host is responsible for logging in and running their own session (e.g. office hours, individual meetings etc). 

Sessions –  

no activities 

Email during ASO Office Hours (8:30am-4:30pm Monday-Friday) 

Meeting Host 

 Meeting Host 

Meetings that involve only common functionalities used in Zoom (e.g. simple screen sharing, chat functionality).  These are commonly lectures, seminars, learning labs, TA tutorials, etc. 

Sessions – with interactivity 

Email and in-person 

Meeting Host 

ASO Zoom Support joins the meeting 

This includes sessions requiring screen sharing (sound/video), polling activities, breakout rooms etc.  If these are ongoing (e.g. weekly) sessions, in-person support will be provided for the first 3 sessions. The ASO Zoom Team will then follow-up to see if continuing in-person support is required. A plan going forward will then be mutually agreed (e.g additional in-person or email support).    

High Stakes meetings 

Email and in-person 

Meeting Host 

ASO Zoom Support joins the meeting 

Meetings/sessions that have grades associated (e.g., participation, or part of an activity/assignment).  

 

Please note the following 'Support’ definitions: 

  • In-Person Support:  An ASO Zoom team member joins the Zoom meeting and troubleshoots/assists live. Expected turnaround for a response during a meeting is usually immediate (or approx 2 minutes). In-person support can be requested for office hours or basic tutorials, however, in order to ensure we are allocating resources in an efficient manner, this may not always be possible. 
  • Email Support:  Questions/issues are sent to asozoom@queensu.ca. Please note this email is monitored Monday-Friday 8:30am-4:30pm as well as when tech support is scheduled for sessions.
  • Meeting Host:  This is the user with a Zoom Pro account. In general, this would be the course instructor or TA. 
  • ASO Zoom Support:  A member of our ASO team that will provide technical support for your meeting. Please note that ASO Zoom is only able to provide support for meetings that have been booked directly through the ASO Zoom account.  
  • JIT Meeting Requests:  Where possible, we will do our best to fulfil any additional meetings requested once the term has begun.  However, for requests that we find we are unable to support (usually for those that are received less than 2 working days before the scheduled meeting time), the following guidance is provided for meetings that we are unable to support: 
  • Meeting Setup:  We would ask that the Instructor or TA schedule the meeting themselves and send the meeting details to students via a course announcement.  
  • Meeting Host: If the meeting is hosted via an individual account, it will be the responsibility of the meeting host to manage the meeting and post the meeting recording (as ASO will not have access to the recordings).  
  • In-Person SupportMeeting Hosts should be aware that it may not always be possible to provide ASO Zoom in-person tech support for last minute requests. 


Info
titlePlease Be Advised

Even for meetings that are not supported by the ASO Zoom Team, we are always here to help!  ASO's office hours are 8:30am-4:30pm Monday-Friday, and a member of the ASO Zoom Team monitors emails to asozoom@queensu.ca during these hours.  Please contact ASO Zoom Support directly at asozoom@queensu.ca if you have any questions we can help address. 

For additional information on Zoom, please visit https://www.queensu.ca/its/zoom. 


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Panel
titleZoom Recordings & Settings

All Zoom meetings are set to record to the Queen’s Streaming Server by default.  If you would prefer that the meeting not be recorded, please indicate this when booking your Zoom meeting.  


Expand
titleBefore Recording

Before Recording:

  • Please ensure you are familiar with the platform being used, including how to enable security and privacy safeguards. See the FAQs on Recordings Online Classes and Meetings for details on privacy settings.
  • Please double check that the settings prevent recording on the platform by anyone other than yourself (unless allowing individuals to record a local copy is desired).
  • Please notify participants BEFORE beginning to record followed by a statement about recording the session after the recording has begun to document the announcement.
  • Only consenting participants (e.g., students, guest speakers, TAs) who have elected to take part in the class, tutorial, or meeting should be captured in the recording.
  • Please also be sure no personal, private, or copyrighted (e.g., pictures, artwork, etc.) artifacts are visible and subject to inadvertent recording. 


Expand
titlePosting Recordings to onQ

Posting Recordings to onQ:

  • If you have specified you'd like your recordings posted when booking your Zoom meeting, ASO's Zoom Team will post the link to your recording to your Zoom Sessions page in onQ.
  • Recordings will be posted within 24 hours of the meeting date. If your meeting falls on a Friday or weekend it will posted on the following Monday.
  • If for any reason you do not want a recording posted to onQ, please email asozoom@queensu.ca. 
  • Should your recording require editing before posting, please notify us at asozoom@queensu.ca as soon as possible.  Editing of recordings may require longer turnaround time to post video links to onQ.


Expand
titleZoom Settings

If you previously had a Zoom account some settings might have changed with the migration to the Queen's University Organization. The steps below outline the recommended setting changes for ASO meetings. 

Tip

Any meetings booked through Arts and Science Online will have the appropriate settings enabled. These setting recommendations apply for meetings that are booked through an individual Zoom account.


Panel
titleIn Meeting Settings

All settings can be accessed by logging in to your Zoom account's settings page

  • Private Chat - If ASO support will be assisting with your meeting this setting should be enabled as this will allow them to troubleshoot any issues without disrupting the main chat window


Panel
titleRecording Settings

Recording settings can be accessed from the tab at the top of the settings page

  • Record active speaker with shared screen - this should be enabled by default. If the recording will be edited and shared, additional views can be checked off
  • Check off Audio Transcript - this will produce automated captions when the meeting is done.
  • Enable Automatic Recording to the Cloud - this will ensure recording starts when you open up the meeting
Warning

Please note that meeting recordings are automatically deleted after 90 days. For this reason it's recommended that any recordings shared in your class be downloaded, uploaded and uploaded to the Queen's Streaming Service.





Panel
titleZoom Polling Instructions

Using Polls in Zoom

 

The polling feature in Zoom allows you to create single choice or multiple-choice polling questions for your meetings. You will be able to launch the poll during your meeting and gather the responses from your attendees. You also can access a report of your polling results after the meeting. Polls can also be conducted anonymously.

If you have poll questions for you upcoming meeting you can include them on your meeting request form, or after the fact you can email your poll questions to asozoom@queensu.ca and the questions will be pre-loaded into your meeting and ready for you when you launch your meeting.

If you plan to schedule your own meeting using your personal zoom account, then follow these steps to set-up your polls.

 

 

Create a poll

 

  1. Visit zoom.us and schedule a meeting, or select an upcoming meeting from your list.
  2. From your meeting page, scroll to the bottom to find the Poll option. Click “Add” to begin creating a poll.
  3. From the pop-up menu, enter the title and your first question. You have two additional options:

a. Enable anonymous responses: checking the “Anonymous?” box to make the poll anonymous will keep the student’s polling responses anonymous in the meeting and the reports.

b. Single or Multiple Choice: select whether you want the question to be single choice (students can only choose one answer) or multiple choice(students can choose multiple answers).

  1. Type in the answers to your question and click the Save button at the bottom of the poll creation pop-up menu.
  2. If you need to add another question, repeat step 2 above.

 

 

NOTE: You can only create a max of 25 polls for a single meeting.

Launch poll

 

  1. Start the scheduled Zoom meeting.
  2. Select the “Polling” option from the menu bar.
  3. Select the poll that you would like to launch.
  4. Click the “Launch Poll” button.
  5. The participants in the meeting will now be prompted to answer the polling questions. You will be able to see the results live.
  6. Once you would like to stop the poll, click End Poll.
  7. If you would like to share the results to the participants in the meeting, click Share Results.

 

 

Accessing poll Results

 

Please reach out to asozoom@queensu.ca to request polling results.

If the meeting was set-up using your personal Zoom account please follow these steps:

 

  1. Sign in to your Zoom.us account.
  2. Select Reports. If you are an account owner, admin, or a role with the Usage Report permission, you will need to select Account Management, then Reports.
  3. In the Usage Reports tab, click Meeting. A list of upcoming and previous meetings will be generated. You can search by time range or by meeting ID.
  4. Next to Report Type, select Registration Report or Poll Report.
  5. In the drop-down menu below Report Type, select one of these options: Search by time range: Select a time range then click Search. OR Search by meeting ID: Enter the meeting ID and click Search.
  6. Click Generate in the last column. You can also use the check boxes to select multiple meeting then click Generate at the top.


Panel
titleFrequently Asked Questions

Where do I find the link for my session?

Your session links can be accessed from the Activities tab in onQ.

Where does my Zoom recording go?

Recordings are automatically backed up to our ASO streaming server.

How do I set up a poll?

The host can set up a poll by selecting the poll option on the bottom menu while in a meeting.

How to log in to open a session?

Please log into zoom using you NetID associated email address.

When will my recording be posted to onQ?

You recording will be posted to onQ within 24 hours. If your session takes place on a Friday or during the weekend, it will be posted the following work day.

Will there be tech support in my sessions?

Tech support is optional. Please indicate if you require support on the meeting booking form.

Do you offer training?

Yes we do. You can request training on the booking request form

How do I request a meeting?

To request meetings for booking please use the booking request form.


Click here to access the Meeting Booking Form.

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