Adobe Connect Support Blog

PGi Conferencing Service Migration to LoopUp

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PGI audio profiles in Adobe Connect will no longer work after Oct 1st ad users should delete their PGi audio profile and replace any meeting invitations for meetings after Sept 30. The PGi telephony adapter that may be integrated with Adobe Connect Meetings is being deprecated by PGi. PGi profiles in Adobe Connect now belong to LoopUp and the latter is currently developing a custom telephony adapter for integration with Adobe Connect Meetings.

We do not have a firm date yet on when the new LoopUp telephony adapter for Adobe Connect Meetings, Seminars and Virtual Classrooms will be available but it will be soon. It will not be available prior to the deprecation of the current PGi adapter on October 1st.

During the short duration between the deprecation of the PGi adapter and the rollout of the new LoopUp custom telephony adapter, Adobe Connect users with PGi audio profiles will need to transition to our Unified Voice (UV) option using LoopUp profiles.

The UV telephony option in Adobe Connect does not offer some of the features that the custom PGi adaptor offered. Among the features not supported by UV:

  • The ability to see the status of a user animated in the Attendee List Pod.
  • Support for Break Out Room sub-conferencing.
  • Dial out.
  • Connect my audio

The general settings for implementing UV in Adobe Connect Meetings are here: Configure audio providers for Universal Voice ( and also in this video tutorial here:

Note that Unified Voice does not offer all of the rich features of a custom telephony adapter. LoopUp is presently developing a custom telephony adapter and we will have an update on progress shortly.

Unified Voice is only an interim solution for LoopUp users until the telephony adapter is released. Watch this tech-note for updates on this developing situation.

With reference to the general instructions above, specifically for LoopUp with Unified Voice, see the following details.

Step one: Go to Adobe Connect Central > Administration > Audio Providers and create a new audio provider. This step is for Account Administrators who wish to expedite the set up of LoopUp UV for use by all Meeting hosts on an account.

Adobe Connect Central > Administration > Audio Providers

If you are a Meeting host and not an Account Administrator, you may still set up LoopUp for your own use under My Profile in Adobe Connect Central This is where your personal PGi Audio settings are managed along with any other telephony option that you may use with Adobe Connect Meetings. The Audio Provider setup GUI is the same with either option:

Adobe Connect Central > My Profile > My Audio Providers > New Provider:

Step two: Enter the audio provider information: The name here I have used is LoopUp Unified Audio. When the custom LoopUp adapter is eventually released, this UV name will differentiate the UV option for LoopUp from the Custom Adapter should you decide to keep both options in place. Enable the provider as shown. Optionally you may place a URL pointing to a desired location relevant to the audio option or Adobe Connect. Add the dial in number line by line for the various regions.

Step three: Enter the Dial-in Steps. First I added the conference number that I want the room to use to dial into the Meeting. Next I put in a 5 second delay to allow the connection to complete before the DTMF conference host code which I have set to be defined by the host:

Save the New Audio Provider settings:

Review the settings:

Step four: Create an Audio profile using the New LoopUp Audio Provider.

Adobe Connect Central > My Profile > My Audio Profiles

Here, after choosing LoopUp UV from the drop down menu, I have named this profile as Frank’s LoopUp Audio. The Conference Code is the Host code provided by LoopUp. Save the profile.

Review the profile after saving it:

Step five: Include the new audio conference with a Meeting

Adobe Connect Central > My Meetings > My Specific Meeting > Audio Conference Settings

Step six: Enter the Meeting to test the audio:

Note the top menu option in the Meeting:

Before exiting a meeting stop the UV conference.

Participants in a Meeting will need the client access code from LoopUp. You may put the code in a Note Pod in the Adobe Connect Meeting as well as in the Meeting invitation for easy reference.

Adobe Connect 12, General, Install, Meeting, Seminars, Technotes, Telephony, Uncategorized, Virtual Classroom

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  • By Linda Schmitt - 3:35 PM on September 26, 2022   Reply


    I was hoping that when adding the passcode under “Audio Profile”, the passcode would display with the dial in numbers.

    If I may…suggest adding the passcode in the display portion of the “provider” set up so that when attendees come into the meeting, they will see the dial-in numbers, plus the passcode number. Of course, the host would add another provider for different passcodes they have ~if the host has more than one set of passcodes.

    Example: At the Display section. Click Add Number. Label this Attendee’s passcode then add the passcode.

    Kindly, Linda

    • By Frank DeRienzo - 9:35 AM on September 27, 2022   Reply

      Hi Linda, The Dial-In Numbers field in the UV setup GUI are for display only. One trick is to add the Guest Code after the dial-in number. This has to be done at the Provider level though, so for it to work, every Meeting Host with a LoopUp account would need to make a UV Provider for LoopUp, then create profiles off of it verses the Adobe Connect Administrator only making a single provider and Meeting Hosts making profiles off of it. What many Hosts do is to place a Note Pod in the Meeting room displaying the Guest Code and Dial-In.

      • By Linda Schmitt CCRS - 2:06 PM on September 27, 2022   Reply


        Thank you for confirming.

        In my experience with customers, most hosts in Adobe Connect that use integrated phone audio normally have one audio profile, so I’ll suggest to them to add the passcode under the “Audio Provider” display set-up. When people come into the meeting they are normally looking at the dial-in screen looking for the passcode. After all, We are all creatures of habit, and so are our attendees. Have a wonderful day. I appreciate your time. Thank you, Linda

  • By Terry Poiroux - 10:13 AM on September 27, 2022   Reply

    Hi Frank–is there any ability to leverage an import for new UV Audio profiles? We have over 300 users and need to get these uploaded this week. We were able to leverage an import with our migration to PGi.

    Thanks in advance, Terryp

  • By Linda Schmitt CCRS - 2:11 PM on September 27, 2022   Reply

    Frank, Sorry to post again, but wanted to mention that if Administrators add the new Audio Provider under UV, there are numerous number sets that providers provision to account holders. Different toll-free numbers, different toll numbers, Different International Dial-In Numbers. In many instances hosts within a company do not have the same number sets. Hope this is helpful. Thank you, Linda

    • By Frank DeRienzo - 11:46 AM on September 28, 2022   Reply

      Thanks Linda. I agree. My first draft of the article actually placed the Admin option as a BTW at the end. I was asked to put it up front in case it was missed.

  • By Isiah - 2:46 PM on September 27, 2022   Reply

    Hi Frank- I’m we’re having issues testing the dail-in step. It seems that the passcodes are being accepted , although they work when we manually call into the conference line.

    • By Frank DeRienzo - 11:44 AM on September 28, 2022   Reply

      Hello Isiah, Try these settings in the dial-in test:
      1. Conference Number
      2. Delay 9000 msec
      3. DTMF – conference code number here
      4. Delay 4000 msec
      5. DTMF #

    • By Linda Schmitt CCRS - 2:04 PM on September 29, 2022   Reply

      Isiah, Are you adding a universal voice line for LoopUp? When you manually dial into the conference line, count the number of seconds before the voice prompt asks you to enter your passcode. Does the voice prompt ask you to enter a # sign? If yes, is it immediately after? Then lower the milliseconds. Some providers also ask for a *# after entering. When adding the steps under provider, try to mimic the manual call.

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