FAQ Overview
Answers to frequently asked questions about the Avaya Softphone application.
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Off-campus access
Will the Avaya softphone app function off-campus?
Yes, but there are a few requirements. You'll need:
- The Avaya Workplace app installed on your MHC-owned macOS or Windows computer with a microphone and speakers or an external headset
- A reliable Internet connection
- To be connected to the MHC VPN
I have the Avaya Workplace app installed on my MHC office computer. Can I remote into it from another computer and use the Avaya app?
No. Sound will not work over a Remote Desktop connection from one computer to another computer.
Setting up the Avaya Workplace app and logging in
How do I get the application?
Follow the instructions in this article to get started with the Avaya Workplace application.
What information do I use to log into the app?
You'll need your MHC email address, your direct individually-assigned campus extension (not your shared department huntgroup number), and your Avaya IP Office user portal password.
Your Avaya IP Office user portal password is not your MHC Account password or your voicemail password.
How do I know I'm logged in properly?
If you're logged into the app properly and ready to make/receive calls your profile circle in the app will have a green check mark next to it.
I recently changed my Avaya IP Office user portal password to something else and now the app won't work. What do I do?
To get logged back in with the new password:
- Open the Settings using the gear icon
- Navigate to the Accounts tab on the left
- Delete the saved password and toggle off the "Remember Password" option
- Select Done in the bottom right
- Use the gear icon again to re-open the settings, go to the Accounts tab and select Sign Out
- Sign back in with your new Avaya IP Office user portal password
- Use the gear icon again to re-open the settings, go to the Accounts tab and toggle back on the "Remember Password" option
If that doesn't work, reset the Avaya Workplace application by:
- Open the settings using the gear icon
- Navigate to the Support tab on the left
- Select Reset Application to get a fully fresh softphone login experience
- From there, follow the instructions in the Getting started with the Avaya Workplace application article to log in
Using the Avaya Workplace app
Do I need to log into my computer to make or receive a call?
Yes. You must be logged into your computer, be on the campus network/VPN, and have the Avaya Workplace app running. The app can be minimized and still ring.
Will calls to my department's main number come through on the Avaya Workplace app?
Yes, all calls that ring on your physical phone will also ring on the Avaya Workplace app on your computer.
How do I make a call?
Type names or numbers to dial into the “name or number” bar.
Typing letters searches the phone system contacts. Hover over the right one and select the phone icon to initiate the call.
You can also dial phone numbers:
After entering the correct number, select the phone icon to initiate the call.
Where is the dial pad?
Next to the “name or number” box is a dial-pad button that you can use instead if you prefer. It can be used for in-call dialing, though the numeric keypad works great too.
How do I pick up a call?
When someone calls you or your department, your computer will ring and there will be two places that you can click to answer the phone.
- A small window will pop up in the bottom right corner - select the green phone button to pick up the call
- The call will show up on the bottom of the Avaya Workplace app window - select the green phone button to pick up the call
How do I transfer a call to someone else?
To transfer a call to someone else, select the horizontal three dot button next to the pause icon from the call buttons at the bottom of the Avaya Workplace app window, then select Transfer call > To a number.
Enter the extension of the person you want to transfer the call to and select Transfer.
How do I make myself temporarily unavailable by phone?
If you want to temporarily prevent ALL calls from reaching you on the Avaya Workplace app AND on your physical phone, you can set your call presence to Do Not Disturb. Once that is selected, your profile icon will have a blue circle with an arrow in it going up to the right and calls to your extension will go directly to voicemail. Calls to your department's main line will still ring on other people's phones.
When you're done and ready to receive calls again, put yourself back to Available.
Setting your call presence to Away or Busy will not stop your phone from ringing.
My phone and computer are both ringing at me - How do I just use one?
If you want to stop receiving calls on the Avaya Workplace app, but still get them on your physical phone, quit or log out of the Avaya Workplace app. When you want to get calls on your computer again, just log back into the app.
If you are near your physical phone and want to stop hearing calls on the physical phone, but still have them come through on your computer, you can adjust the volume of your physical phone's ring using the + and - volume buttons below the number pad.
Common error messages
“Phone service problem: An authentication error has occurred, the username or password may be incorrect”
You may be using the incorrect login information. Make sure that you're using your MHC email address, your individually-assigned extension (not your department's shared hunt group number) and your Avaya IP Office user portal password.
If you've already changed your Avaya IP Office user portal password and need to get the app to accept the new one, follow the instructions under the heading earlier in this article that reads: "I recently changed my Avaya IP Office user portal password to something else and now the app won't work. What do I do?"
If you still need support logging into the app after that, please open a phone support ticket.
"VoIP Service Limited: VoIP phone service is currently available with limited service" "Unexpected error. Could not connect to the server."
Typically this means you're not connected to the MHC network. If you are off-campus, you will need to connect via VPN before using the Avaya softphone application.
Call quality
My speakers do not ring when receiving a phone call, or people can't hear me when I'm speaking
First, verify that your computer's sound is not muted and that the volume is turned up.
Secondly, if using a headset, check that the setting option in the application for ringing a secondary device is enabled and set to your computer speakers.
- In the Avaya Workplace app, select the gear to open the settings
- Select User Preferences > Audio/Video
- Ensure that the the correct audio input is chosen for the microphone and that it's not muted ()
- If you're using a headset with a microphone in it, select the headset as your audio input for the microphone
- If you're just using your computer without a headset, select the default option for your device
- You may see an option for a ZoomAudioDevice - that is never the correct selection
- Ensure that the correct audio outputs are chosen for the call volume and alert volume and that they're not muted (or )
- If you're using a headset with a microphone in it, select the headset as your audio output for call volume and alerts
- If you're just using your computer without a headset, select the default option for your device
- You may see an option for a ZoomAudioDevice - that is never the correct selection
- You may need to adjust these settings periodically if you sometimes use a headset and sometimes don't to make sure the correct options are selected
If none of these options solve the problem for you, please open a phone support ticket.
I am experiencing bad phone calls, what could be the cause?
Please open a phone support ticket and include a detailed description of the problem you’re encountering. We are happy to help identify and resolve the issue.