Avaya Workplace Frequently Asked Questions

Last updated: August 16, 2022

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Will Avaya Workplace function off-campus?

Yes, but there are a few requirements.

  • You must have the Avaya Workplace software installed on a computer at your home, whether it is a UW supplied laptop or a personal home computer or laptop.
  • You must be running Husky OnNet VPN software to connect back 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 less than 100ms)
  • You will need a headset connect to your computer. See recommendations below (they are not supplied by UW-IT)

I have Avaya Workplace installed on my UW 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.

When I go to use Avaya Workplace it is asking for a password. I put in my voicemail password but it still isn’t working?

To log into the Avaya Workplace, it is a different password than your voicemail.  We can help you with that. Please email help@uw.edu with the subject line “Avaya Workplace password help” or call us at 206-221-5000 and we’ll help.

When I use Avaya Workplace, 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 your not connected to the UW network. If you are off-campus, you will need to use Husky OnNet VPN software before using the Avaya Workplace software.

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. It 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 less than 100ms.

What headsets are recommended?

UW-IT recommends that Avaya Workplace 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  http://www.jabra.com or http://www.plantronics.com.

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

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 and white Equinox icon and double-click to restore it. Equinox Tray Icon

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 Equinox.

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’.

What happened to the dial pad?

Next to the “name or number” box is dial-pad button. It can be used for in-call dialing, though the numeric keypad works great too.

How do I toggle features like “Send All Calls” and “Extension Connect?”

Click on the gray avatar in the upper left to access the toggle features of your extension.

How do I access other features of my line, such as a shared extension or busy indicators?

Click the 3-dots menu in the lower right corner to see busy indicators, bridged appearances and other similar features.