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FAQ Overview
Answers to frequently asked questions about the Avaya Softphone application.
Off-campus access
Will the Avaya softphone app function off-campus?
Yes, but there are a few requirements.
- You must have the Avaya IX Workplace software installed on a computer at your home, whether it is a MHC-owned laptop or a personal device. Request installation instructions on this page.
- You must have a reliable Internet connection.
- You must connect to the MHC network with VPN.
- You will need a computer that has a mic and speakers or an external headset.
- Not for use on Chromebooks.
I have the Avaya softphone app installed on my MHC office computer. Can I remote to it from home and use it?
No. Sound will not work over a Remote Desktop connection from your home computer to your work computer.
Setting up the softphone
What password do I use?
The password you use to log into the Avaya softphone application is different from your voicemail password and your MHC Account password. It needs your Avaya IP Office user portal password. When you're first setting up the softphone, you can follow these instructions for setting up your Avaya IP Office user portal password. After that, please open a phone support ticket to get help resetting it.
When I use the Avaya softphone app, I get an error that says “Phone service problem: An authentication error has occurred, the username or password may be incorrect”
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.
Alternately, you may have tried to log in with a campus hunt group extension (a shared number that rings at several campus telephones in your office). You'll need to log in with your individually-assigned extension and your Avaya IP Office user portal password.
Call quality
I am experiencing bad phone calls, what could be the cause?
Contact the Technology Help Desk with a detailed description of the problem you’re encountering, including your name and extension. We are happy to help identify and resolve the issue.
My speakers do not ring when receiving a phone call, why?
First, verify that they are 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. If neither of these options solve the problem for you, please contact the Technology Help Desk.
Using the application
Do I need to log into my computer to make or receive a call?
Yes. You must be logged in with the softphone app running, though it can be minimized.
How do I make a call?
Type names or numbers to dial into the “name or number” bar. Typing letters searches your contacts. Off-campus calls can be dialed with or without the outside-line access code ‘9’. Calls to phone numbers outside the 413 area code need the country code added as well.
Where is the dial pad?
Next to the “name or number” box is a dial-pad button. It can be used for in-call dialing, though the numeric keypad works great too.