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Avaya One-X Communicator Frequently Asked Questions

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What headsets are recommended?

UW-IT recommends that Avaya One-X Communicator be used with a wired headset to ensure the best sound quality.   We have tested a couple of models for compatibility with the application under both Windows and Mac.

* Jabra UC Voice 550 (available in mono or stereo)

* Sennheiser SC 30 USB ML headset

However, for customers looking for a wireless option, we recommend they visit or

Please note that performance may vary based on the customer’s environment, computer model, and computer OS level, among other variables.

I am experiencing bad phone calls, what could be the cause?

Poor audio can have multiple causes. Some of the primary reasons are making phone calls over a wireless network, not using a headset, bad headset cord or too many CPU intensive applications open on your computer.

Will the softphone work from my home office or favorite coffee house?

The initial support will be on campus networks only. Future enhancements will include support for non-campus networks for a nominal monthly fee.

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.

Do I need to log into my computer to make or receive a call?

Yes. You must be logged in and the software running, though it can be minimized.

The softphone application is not installing 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 have minimized my softphone application, where did it go?

On Windows workstations, the application minimize to your Taskbar or to the Task Tray. Locate the red One-X icon and double-click to restore it.

Are my calls free when using the softphone application?

No, all your calls still use the same PBX infrastructure and call routing as your desk phone.

Why does the softphone application indicate an error when logging in with my extension?

1. Confirm network connectivity (open your browser, for example). Is your wired cable disconnected or are you outside WiFi range?

2. Verify with your network administrator that a firewall is not present on your network and/or blocking your connection.

3. Contact customer service to confirm your extension is configured for use with One-X.