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Our issue escalation procedures are documented here: https://help.junolive.com/clients/Gameday - issue - escalation - process.829947913.html
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1. Join the session
Join 30 minutes before “live” unless noted otherwise by the CSM (Client Success Manager). 30 minutes is the default.
Introduce yourself in the Mod chat. For example, "Hello everyone I am
namewithJUNOand will be available throughout the session to help with any issues or questions you may have!”
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Test Chat by sending a simple message. Then delete it so that attendees won’t see it.
Check for Polls by selecting Choose a question to send. If there are any polls in the list, make sure you can send them. If polls are missing, add them in the session editor.
Check for Resources by scrolling down the page. If there are any, select them to make sure they download correctly.
Select Edit to check more content.
Check that the Presenters section matches what is on the Run of Show. If it does not, tag the lead CSM in the internal channel to verify who should be a presenter.
Check for Pre-roll and note the length. Learn how to check the pre-roll.
If the length is greater than the session time, tag the lead CSM in the internal channel to verify that you can extend the session.
Select Return to page to leave the editor.
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Have speakers test their Microphone by talking with you. If there are issues: [Here's a link]. To troubleshoot see People have trouble hearing me.
Have speakers test their Camera by turning it on. If there are issues: [Here's a link]To troubleshoot see My camera doesn't work.
Ask if they’ll be sharing their screen, then check Screenshare. If there are issues: [Here's a link], see Screen sharing in a multiple monitor environment or Screen sharing in a single monitor environment
If applicable, make sure they know how to share their screen with sound.
If they need to leave the screen, show them how: More > Leave > Continue Watching
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Breakouts: Walk through how it works.Send attendees to breakout rooms
Raise Hand: Walk through how it works from both perspectives.
Q&A: Walk through how it works. Make sure they understand their different options and how to respond by text. Let the speaker and their moderator decide how they want to handle questions.
Poll: Have the speaker send a poll. Then delete it so that attendees won’t see it. (It can be resent again at the right time.)
Mod chat: Verify that they see the Mod chat, and tell them that’s where they can reach you. Tell them it’s a private chat that’s only available to speakers, presenters, and site admins. Attendees can’t see it.
Pre-roll: Walk through what the transition will look like. “Abrupt” is a good word to describe the cutoff. Transition from pre-roll to live: Support guide
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Common error messages
Top troubleshooting tips
Screen sharing in a single monitor environment
Edit sessions