Avaya Workplace Frequently Asked Questions
Avaya Workplace Frequently Asked Questions
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Will Avaya Workplace work off-campus?
I installed Avaya Workplace on my UW office computer. Can I remotely use it from home and use it?
When I run Avaya Workplace it asks me for a password. I put in my voicemail password but it still doesn't work.
When I run Avaya Workplace, I get an error message that says "Telephone service problem: An authentication error has occurred, the username or password may be incorrect"
I am experiencing bad phone calls, what could be the cause?
What helmets are recommended?
My speakers do not ring when receiving a phone call, why?
Do I have to connect to my computer to make or receive a call?
The softphone application does not install correctly, what should I do?
I minimized my softphone app, where did it go?
Are my calls free when using the softphone app?
Why does the softphone app show an error when connecting with my extension?
How to make a call?
What happened to the number pad?
How do I switch between features such as "Send All Calls" and "Extension Connect"?
How do I access other features on my line, such as a shared extension or busy indicators?
Will Avaya Workplace work off-campus?
Yes, but there are some requirements.
You must have Avaya Workplace
Software
installed on a computer in your home, whether a laptop provided by UW or a personal home computer or laptop.
You have to run
Husky OnNet
VPN software to reconnect to the UW network.
You must have sufficient bandwidth on your home broadband Internet connection. (We recommend testing using
speedtest.uw.edu
to determine if you have the recommended speeds of 2 Mbps or higher and ping times under 100ms)
You will need a headset connected to your computer. See recommendations below (not provided by UW-IT)
I installed Avaya Workplace on my UW office computer. Can I remotely use it from home and use it?
No. Sound will not work over a Remote Desktop connection from your home computer to your work computer.
When I use Avaya Workplace, it asks me for a password. I put in my email password but it still doesn't work?
To log in to Avaya Workplace, this is a different password than your voicemail. We can help you with this. Please email
help@uw.edu
with the subject line “Avaya Workplace Password Help” or call us at 206-221-5000 and we will help you.
When using Avaya Workplace, I get an error message that says "Telephone service problem: An authentication error has occurred, the username or password may be incorrect"
This usually means you're not connected to the UW network. If you're off campus, you'll need to use
Husky OnNet
VPN software before using Avaya Workplace software.
I am experiencing bad phone calls, what could be the cause?
Poor sound can have several causes.Some of the main reasons are making phone calls over a wireless network, not using a headset, a bad headset cord, or having too many CPU-intensive applications open on your computer. This could also be caused by slow internet speeds. We recommend testing using
speedtest.uw.edu
to determine if you have the recommended speeds of 2 Mbps or higher and ping times under 100ms.
What helmets are recommended?
UW-IT recommends
than Avaya Workplace
to be used
with a wired headset to ensure the best sound quality.
We tested a few models for compatibility with the app on Windows and Mac.
Jabra UC Voice 550 (available in mono or stereo)
Sennheiser SC 30 USB ML headphones
However, for customers looking for a wireless option, we recommend visiting
http://www.jabra.com
Where
http://www.plantronics.com
.
Please note that performance may vary depending on
the
customer environment, computer model, and computer operating system level, among other variables.
Will the softphone work from my home office or favorite cafe?
Initial support will be on campus networks only. Future enhancements will include support for off-campus networks for a nominal monthly fee.
My speakers do not ring when receiving a phone call, why?
First, check that they are not muted and the volume is turned up. Second, if you are using headphones, check that the setting option in the app to ring a secondary device is enabled and set to your computer speakers.
Do I have to connect to my computer to make or receive a call?
Yes. You must be logged in and the software running, although this can be minimized.
The softphone application does not install correctly, what should I do?
Verify that you have administrative privileges on your workstation. If not, work with your desktop support group or Nebula to install applications.
I minimized my softphone app, where did it go?
On Windows workstations, the application is minimized to your taskbar or taskbar. Locate the red and white Equinox icon and double-click to restore it.
Are my calls free when using the softphone app?
No, all your calls still use the same PBX infrastructure and call routing as your desk phone.
Why does the softphone app show an error when connecting with my extension?
Confirm network connectivity (open your browser, for example). Is your wired cable disconnected or out of WiFi range?
Check with your network administrator that a firewall is not present on your network and/or is blocking your connection.
Contact Customer Service to confirm that your extension is configured for use with Equinox.
How to make a call?
Type names or numbers to dial in 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".
What happened to the number pad?
Next to the “name or number” box is the keypad button. This can be used for dialing during a call, although the numeric keypad also works fine.
How do I switch between features like “Send All Calls” and “Extension Connect?”
Click the gray avatar in the top left to access your extension's toggle features.
How do I access other features on my line, such as a shared extension or busy indicators?
Click on the 3-dot menu in the lower right corner to see Busy Indicators, Bridged Appearances, and other similar features.
Last revised February 11, 2020
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