A knowledge base article about Avaya Workplace FAQs provided by the UC Berkeley IT Service Hub - Knowledge Portal
| Avaya Workplace FAQs | ANSWERS | |
| 1 | I can’t download the Avaya Workplace app | Call ITCS at 664-9000 press 1, 1 or tcsshelp@berkeley.edu |
| 2 | I downloaded the software but I can’t get it to work (can’t configure). | Put in an incident ticket for the Avaya Workplace assignment group (email to: telecom-avaya-workplace@berkeley.edu) |
| 3 | I downloaded the app but I don’t see an icon on my screen to click on | With "Windows Search," search for and highlight 'Avaya IX Workplace App'. On the menu choose "Pin to Taskbar" so you can find it next time without searching. |
| 4 | Can I get Avaya Workplace if I have ACD | Yes, you can. If you wish to still have a desk phone associated to the number, a SIP hard phone will be needed. Contact CNS about Avaya Workplace for Call Center. |
| 5 | Can I get Avaya Workplace on an analog line? | You must have a Digital Line to get Avaya Workplace. If you have an analog line you will have to upgrade it to Digital or order another line. |
| 6 | How do I check my voicemail? | Click on the voicemail icon in the upper right corner of the 'Top of Mind' menu. For further detail refer to the voicemail user instruction manual. |
| 7 | I don’t see any contacts in the contacts list | Enter a name in the name search field to initiate the search on Cal directory. |
| 8 | How can I tell if someone is available (Presence)? | They will have a green checkmark next to their name. |
| 9 | I can’t hear the caller through my headset. | Go to Settings > User Preferences > Audio/Video. Then make sure the correct headset and microphone are chosen in the settings. For more complicated problems, you may need to refer to the user manual of your headset or consult with ITCS at 664-9000 press 1, 1 or tcsshelp@berkeley.edu |
| 10 | How does e911 work using the Avaya Workplace? | It does not. Do not call 911 through Avaya Workplace. If you do, the 911 operator will see your on-campus address and not necessarily the address from which you are calling. |
| 11 | Microphone does not work in Avaya Workplace but does work in Zoom. |
Avaya Workplace and Zoom are interfering with one another. 1-Make sure you are only using one application at a time to communicate. If on a Zoom call, turn off the Zoom audio before answering the Avaya Workplace call. 2-Review troubleshooting KB article: KBT0013579, Modifying Avaya Workplace audio settings on desktop clients 3- If you have a UC-imaged laptop, then open a ticket with ITCS at 664-9000 press 1, 1 or tcsshelp@berkeley.edu. |
| 12 | Can't log in to Avaya Workplace or Avaya Workplace is no longer working. | A reset often solves most log-in problems and other problems as well. Please refer to KBT0013517 and select the appropriate user manual. The reset command is at the end of the document. |
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13 | Ring Volume Adjustment does not stay set in Mac version of the client. | This is a known issue being investigated. The workaround is to adjust the speaker volume, which will also adjust the ring volume. |