Frequently Asked Questions
Q. What is telyHD Pro?
A. telyHD Pro is a revolutionary videoconferencing appliance that connects with standards-based solutions at unprecedented value. And for businesses that can’t invest in their own video infrastructure, the telyHD Pro comes with a one-year subscription to the Tely Labs telyCloud service, providing features and functions that have only been available until now with a heavy investment in video infrastructure. These include six-way multi-party videoconferencing, document sharing, video addresses, NAT resolution and firewall traversal. telyHD Pro combines all the features and functions of previous products telyHD Business Edition and Enterprise Edition to provide an affordable, high-quality videoconferencing endpoint for the estimated 20 million+ secondary and tertiary conference rooms, executive offices and remote offices around the world that do not yet have video communications and collaboration.
Q. What if I already have telyHD Business Edition or Enterprise Edition?
A. All telyHD Business Edition and Enterprise Edition users have been automatically upgraded to the new telyHD Pro, requiring no action by customers or partners. There is no cost for this upgrade and the upgrade will run co-terminus with existing Business Edition and/or Enterprise Edition license keys.
Q. What’s the difference between telyHD Pro and telyHD Base Edition?
A. telyHD Pro adds a host of business features to telyHD Base Edition, including:
- telyCloud: six-way videoconferencing, document sharing, firewall/NAT traversal and more.
- Session Initiation Protocol (SIP): provides seamless interoperability with Cisco, Polycom, LifeSize and other standards-based videoconferencing systems.
- Blue Jeans Network integration: cloud-based video bridging and MCU capabilities for up to 25 simultaneous participants. See www.bluejeans.com for more information and for a free 14-day trial account.
Q. Can I upgrade from telyHD Base Edition to telyHD Pro?
A. Yes, the telyHD Pro Upgrade adds the features and functions of telyHD Pro to a telyHD Base Edition, and is available through authorized resellers and on the Tely Labs website at http://www.tely.com/store-us/
Q. What is telyCloud?
A. telyCloud is Tely Labs’ cloud-based service that provides features and functions that are normally only available to videoconferencing users with heavy infrastructure investment, including six-way multi-party videoconferencing, document sharing, video addresses, NAT resolution and firewall traversal. telyHD Pro includes a one-year subscription to the telyCloud service.
Q. What is SIP?
A. SIP (Session Initiation Protocol) is the industry standard that enables interoperability between SIP-compliant videoconferencing systems. telyHD Pro supports the SIP standard.
Q. Which videoconferencing systems can telyHD Pro connect to with SIP?
A. telyHD Pro supports connectivity with most SIP-compliant videoconferencing endpoints, networks & services, including products/services from Cisco, Polycom, LifeSize, Avaya/Radvision, Blue Jeans Network and more. A current list of certified devices is available in the “Pro Release Notes” at www.tely.com.
Q. What is the telyHD Audio Pod? When is it recommended?
A. The telyHD Audio Pod is an external speaker and microphone unit that provides additional audio capabilities for larger conference rooms. The telyHD Audio Pod is a recommended accessory for telyHD Base Edition or telyHD Pro appliances when used in mid- to large-sized meeting rooms, as the microphone and speaker assembly is placed in closer proximity to meeting participants.
Q. Can I add telyCloud service to my telyHD Base Edition?
A. Yes, but only after upgrading the telyHD Base Edition to the telyHD Pro by purchasing the telyHD Pro Upgrade, which is available through authorized resellers and on the Tely Labs website at http://www.tely.com/store-us/.
Q. What if I don’t renew my Annual Services for telyHD Pro?
A. The telyHD Pro appliance comes with a factory warranty, software updates and telyCloud subscription, which are all in effect for one year from the date of purchase. For year two and onward, there are two types of subscription renewals: Annual Services extends the original warranty and software updates for another year. Annual Services & telyCloud extends the original warranty and software updates, as well as telyCloud service for another year. If you choose not to renew, your telyHD Pro will continue to provide SIP, Blue Jeans Network and Skype connectivity as well as all current features and functions (except telyCloud service), but you will no longer be eligible for warranty support or automatic software updates.
Q. Will telyHD work with my TV?
A. telyHD is designed to work with any TV with an open HDMI port. Most HDTVs made after 2002 have multiple HDMI ports. telyHD can also be used with computer monitors and projectors with HDMI ports.
Q. Will my telyHD work in other countries?
A. Yes. All you will require is access to power, Internet, and a TV with a free HDMI port in the new location. All of your settings and preferences will be saved on the device and are instantly available when you plug in at your new location.
Q. Do I need a computer?
A. No, telyHD appliances are all-in-one appliances. No personal computer is required for use. An HDTV and an Internet connection are all you need to make video calls with telyHD Base Edition or telyHD Pro.
Q. How long does it take to set up telyHD?
A. Less than 10 minutes. For more information on the exact steps, read about setting up your appliance at support.tely.com or read the Quick Start Guide for your Tely Labs product at http://www.tely.com/resources/#tech-papers.
Q. Do both parties need to have a telyHD?
A. No. You can video call with anyone on any device including PCs, Macs, tablets, and mobile phones. All the remote party needs is the Skype application. For the highest quality HD experience, we recommend both parties have a telyHD. Advanced features such as photo sharing and video mail are only available when both parties have a telyHD.
Q. Can I travel with my telyHD?
A. Yes. You will require access to power, internet, and a TV with a free HDMI port in the new location. All of your settings and preferences will be saved on the device and are instantly available when you plug in at your new location.
Q. How much does telyHD cost?
A. telyHD costs $249. All Skype-to-Skype calls are free. Audio only toll-free numbers are also free. If you use telyHD to call traditional or mobile phones, a Skype Credit may be required.
Q. How do I get more information about telyHD Pro and other Tely Labs products?
A. Additional information is available on the Tely Labs website at www.tely.com/products.
Q. What if I have other questions about Tely Labs products, programs or anything else?
A. Contact us directly at email@example.com.
Q. Who can I call with telyHD?
A. Anyone. You can enjoy a video call with anyone on any Skype-enabled device. All the remote party needs is the Skype application. You can also make a Skype audio call to any device on the planet capable of receiving a traditional phone call. While Skype-to-Skype calls are free, Skype Credit is generally required to pay for calls to phone numbers.
Q. Does telyHD support group calling with Skype Premium?
A. No. Like all Skype-certified developers, we’re dependent upon SkypeKit, which does not support multi-party video calls. telyHD Base Edition and telyHD Pro can participate in a multi-party Skype call, but will automatically switch to audio-only mode. On the telyHD screen, each party is represented by an avatar card, which pulses when that party is speaking. telyHD Pro supports group video calling via telyCloud, Blue Jeans Network and SIP.
Q. Do both parties need to have a telyHD?
A. No. You can video call with anyone on any Skype-enabled device including computers, tablets, and smartphones. All the remote party needs is the Skype application. For the highest quality HD experience, we recommend both parties have a telyHD Base Edition or telyHD Pro. Advanced features such as photo sharing and video mail are only available when both parties have a telyHD Base Edition or telyHD Pro.
Q.Does telyHD use Skype Desktop APIs?
A. The telyHD device is a Skype Certified device. It utilizes SkypeKit to enable Skype functionality and will continue to use SkypeKit for the foreseeable future. Tely Labs does not utilize Skype Desktop API, which will be discontinued in December 2013.
Q.How do I log into Skype on telyHD using my Microsoft or new Skype account?
A. Skype usernames with special characters such as “:” or “@” cannot be used on the telyHD. If your Skype account, or the Microsoft account you use for Skype, contains these characters, you will need to create a new Skype account on your telyHD and then send your contacts from your old account to the new one. If you do not already have a Skype account, we suggest that you create your new account on the telyHD.
To send contacts from a newer Skype account or Microsoft account (live:username or firstname.lastname@example.org) to telyHD Skype account first create a new Skype account on your telyHD. Then, follow the instructions for sending contacts between accounts found in this link. (This needs to be done on a desktop Skype application.) Finally, log into Skype on telyHD. The contacts will show as “Pending Authorization” until the requests are accepted.
Q. How do I answer a video call when I’m watching TV? Does the TV need to be on?
A. telyHD has a built-in speaker that will ring when someone is calling. Your TV can be off or on. Either way, telyHD will ring to let you know someone is calling. Then use your TV remote to switch the source/input on your TV. This is the same way you switch from the cable/antenna input to a DVD player or other source. You will be able to see the Skype name of the remote party so you can decide if you want to answer.
Q. How long does it take to set up telyHD?
A. Less than 10 minutes. For more information on the exact steps read about setting up telyHD at support.tely.com
Q. Can I connect telyHD to an older (non HDTV)?
A. Yes. You can connect telyHD to older TVs using an adapter that converts HDMI video to component video.