Avaya Campus Phones & Desktop Softphone

At Emerson, your office comes equipped with an Avaya handset. This guide will assist you with the setup and usage of the Avaya system. To set up Avaya Workplace on a mobile device, read this article.

Before beginning, please download the following PDFs for your reference:


The Main Screen

By default, every phone has four default buttons on the main screen. If you belong to a call center or a specialized group, you may have more. The four default buttons are:

  • Three available lines to accept incoming calls or make outgoing calls, labeled Line 1, Line 2, and Line 3.
  • One log out button that allows you to Log Out of the phone with one button press.

Muting a call

  1. Press Mute during a call so that the other person cannot hear you.
  2. Press Mute again to unmute the call.

Caution: If a call is on mute and you switch between the handset, headset, or speakerphone, the mute will be turned off. When the call is muted, the Mute button light is on and the top line displays the Mute icon.

Logging In / Out of Your Phone

Avaya’s IP Office abstracts a user’s extension and voicemail from the hardware they use to access it. Similar to how you can log in to your Emerson email account on any computer, you can log in to your phone number using any handset on campus.

To log in to a phone that is not logged in:

  1. Press Login.
  2. Enter your four-digit extension in the Extension field and press the OK button.
  3. When you first log in to your phone, your PIN will be the same four digits as your extension if you haven't changed it. Enter these and press OK again.

Locking/Unlocking Your Phone

You are responsible for everything that happens on your extension, so be sure to secure your logged-in phone when you are not at your desk.

To lock your phone:

  1. Press Features.
  2. Scroll down to Phone User, the third option on the menu.
  3. Press Lock, the first option on the menu.

When locked, anyone who tries to dial a number on your logged-in handset will get an “Incompatible” error and a beep.

To unlock your phone:

  1. Press Unlock.
  2. Enter your PIN.

Changing Your PIN
When you receive your phone for the first time, by default, your security PIN will be your extension number. You need to change this immediately so others can't dial with your extension. To do so:

  1. Press Features.
  2. Scroll down to the third option on the menu, Phone User, and press the OK button in the center of the arrow keys.
  3. Scroll down to the fifth option on the menu, Set Security Pin, and press the OK button.
  4. Enter your current PIN and press Done. By default, your security PIN will be your extension number.
  5. Enter your new PIN (which must be four digits long) and press Done.
  6. The phone will display a message telling you that your PIN has been changed.

Setting Up a Voicemail Greeting

Once you’ve logged in and changed your PIN, you’ll want to set your voicemail passcode and record a greeting.

Voicemail Passcode
The phone system stores the voicemail passcode separately from the PIN. By default, the voicemail passcode is not set, which means that anyone can listen to your messages. Thus, you should set a voicemail passcode, either to your PIN or to a different four-digit value. You may set the VM password from the Features menu on your phone.

  1. Go to Features and scroll down to Visual Voice.
  2. Scroll down to Passcode
  3. Enter your desired passcode. Make sure it's something you can remember easily! You'll need to enter it every time you want to listen to a voicemail through your phone. 

Voicemail Greeting
By default, your greeting is a generic “Your call is being answered by Avaya IP Office…” message. To personalize:

  1. Press the Message button.
  2. Scroll down to Greeting, the second option on the menu.
  3. Record will start recording immediately. Listen allows you to playback what you’ve recorded.
  4. When you have recorded something you’re happy with, press Submit to save your greeting.

Receiving Messages
When you have a new voicemail message waiting, the envelope icon on the Message button will be illuminated red. The History button and the red light on the top right of the phone will probably also be lit, indicating a missed call.

  1. Press the Message button.
  2. The first item in the list indicates the number of New / Old / Saved messages you have. To listen to a message, press OK. Choose the category you want to listen to (New, Old, or Saved) and press OK again. Then choose the individual message from the listen and press OK to listen.

Receiving Messages from an External Phone
It is also possible to dial in from an external phone to retrieve your messages. Simply call (617) 824-7500 and follow the prompts.

Receiving Messages from your Emerson Email
It is also possible to have your voicemail messages sent to your Emerson email inbox as .WAV audio files. You can receive them when they arrive and listen to them from any computer. To enable Email Mode:

  1. Press the Message button.
  2. Scroll down to Email; the second-to-last option in the menu.
    • If you do not see the Email option, it is because there is no email address tied to your extension in the phone system. Contact Telecom to change this.
  3. By default, Email Mode is set to Off. Clicking the OK button will toggle through all the possible settings for Email Mode. They are:
    • Copy: Send an email with an audio file of the message attached, but also store the message in your voicemail.
    • Forward: Send an email with an audio file of the message attached only; do not store the message on your voicemail.
    • Alert: Send an email informing you that there is a message waiting, but do not attach an audio file containing the message.
  4. Select which option you’d like and press Save. Email Mode settings can be changed at any time.

Making Calls / Dialing Outside

You no longer need a separate dial-out code to make an external call.

  • For local numbers, dial 9 followed by the phone number.
  • For long-distance calls, dial 9 followed by 1 followed by the area code and phone number.
  • For international calls, dial 9 followed by 011, the country code, and phone number.

Remember that you are responsible for any calls that are made or received using your assigned extension. For more information on this, please see Information Technology’s policy.

Setting up a Conference Call

  1. Press Conf once you have an active call.
  2. Dial the next telephone number, or call the person from the Contacts list or History list.
  3. When the second person answers, press Conf again. All three of you will be connected.
  4. Repeat these steps to add another person to the conference call.
  5. Press Drop at any time to drop the last person added to the conference call.

Putting a conference call on hold
When you put a conference call on hold, the other parties can still talk to each other.

  1. Press Hold during a conference call.
  2. Press the blinking line where the call is holding to reconnect to the conference call.

Adding a Call to a Conference
You can add parties to an existing conference.

  1. Press Hold to put the conference on hold. This does not affect the other conference parties who can continue talking to each other.
  2. Press an available Appearance button on which to make a call.
  3. Dial the party that you want to add to the conference.
  4. If they answer and want to join the call, press Conf again.
  5. If they do not want to join the call or do not answer, press Drop and then press the Appearance button of the held call.

Changing Your Ringtone

The IP Office phones come with 16 different ringtones installed. To change yours from the default electronic ring to something a little more exciting:

  1. Press the Home button.
  2. Select Options & Settings from the list.
  3. Select Screen & Sound Options.
  4. Scroll through the list of ringtones. As you highlight them, they will play so you can preview how they sound. Select Classic to see more ringtone options. 
  5. When you find one you like, press Save. This will be your ringtone from now on.

Programming Quick Dial Buttons

Your new phone has four default buttons on the main screen, but you can add your own customizable buttons. As an example, let's create a speed dial for someone we call frequently.

  1. Press Features.
  2. Scroll down to the third option on the menu, Phone User, and hit the OK button in the center of the arrow keys.
  3. Select Self Administer and enter your PIN.
  4. Scroll to a blank button field and press Replace.
  5. You'll see many different available options for kinds of buttons. For a speed dial, locate Abbreviated Dial and press Select.
  6. Type in the extension of the phone number you'd like, or find it in the directory by pressing Dir. Scroll to your selection and press Save.
  7. On the home screen, you'll see the speed dial. Simply press the button next to the speed dial phone number or name to call.

Call History

A history of missed, received, and outgoing calls are stored on your phone. To see them:

  1. Press History.
  2. Use the arrow keys to toggle through the phone numbers that have called or have been called.
    • To delete an entry, press Delete.
    • To see the time, date, and extension of a call in your history, press Details.
    • To make a contact out of an entry, press More +Contact > Save.

The Directory of Contacts

All users on the new phone system will be present in the phone directory. To view the directory, press Contacts.

To add a new contact to your personal directory:

  1. Press New.
  2. Type a name using the letters on the keypad.
  3. Use the down arrow key to go to the number field, and type the phone number of the new contact.
    • If the phone number is outside Emerson's list of extensions, it must be prefaced with 91, or the call will not be successful when you attempt it.
  4. Press Save, and scroll to find your new directory contact.

Visit the online campus directory to find extension numbers for faculty, staff, and students.

Call Forwarding

To forward your calls to an external phone or cell phone, you may enter the number in the Forward Unconditional entry on your desk phone. After it is set up, you can easily turn this forwarding on and off without re-entering the number. (When forwarding is on, you will hear an intermittent dial tone when you pick up your handset, and the phone's screen shows a "D" to the right of the username.)

Forward to External Phone:

  1. Press Features.
  2. Select the Forward menu item.
  3. Select the Forward Unconditional menu item.
  4. Now select the Destination item.
  5. Type in the phone number you wish to forward calls to. Begin with 91 if it is an external phone number, then the area code and number.
  6. Press Select to save the Destination number.
  7. To enable forwarding, select Fwd Unconditional and press On, and then Save.
  8. To turn forward off again, press Features > Forward Forward Unconditional > Off Save.

Forward to Voicemail
Unconditional forwarding may also be used to send calls directly to Voicemail. From the Forward Unconditional page after step 3 above, press the To VM soft-button, and Save. When you turn this VM forwarding back off, your previous forwarding destination number is restored.

Configuring the Softphone for Laptops/Desktops

The Emerson College Avaya IP Phone System uses Avaya Workplace as a "softphone" solution in which users can make and receive calls on their laptops and desktops, with either the onboard or external microphone/speakers/headphones.

Softphone is only for personal extensions. If you work for a call center and need the shared Avaya Desktop Agent 7.1 please click here

Click here for Avaya Workplace for Windows

Click here for Avaya Workplace for Mac

Note: Contact IT (617-824-8080) or email helpdesk@emerson.edu for the password for your softphone.

Install Avaya Workplace (Windows Version)

  1. Follow this link, Avaya Workplace Install, and use your Emerson credentials to log into Google Drive.
  2. Click Download in the upper right corner and open the zip file.
  3. Launch the installer.
  4. Click Run to install.
  5. In the Avaya IX Workplace Setup Wizard click Next.
  6. Click the box accepting the terms in the license agreement and click Next.
  7. Make sure “Complete” is checked and click Next.
  8. Use the default path C:\Program Files (x86)\Avaya\Avaya IX Workplace\ and click Next.
  9. Use the default language English and click Next.
  10. Click Install.
  11. Click Yes if the box appears asking to allow the app to make changes to the device.
  12. Click Finish and wait for the Avaya Workplace app to launch.
  13. Click Got It if the window appears announcing the name change in the application.
  14. Click Configure my account.
  15. Click the gear in the upper right of the application and click Use web address.
  16. Paste the following link into the URL box
  17. Click Next.
  18. Enter your Emerson extension and the Password given to you by the IT Help Desk.

Install Avaya Workplace (Mac Version)

  1. Follow this link, Avaya Workplace Install, and use your Emerson credentials to log into Google Drive.
  2. Click Download in the top right and wait for AvayaWorkplace.zip to download.
  3. Look for AvayaWorkplace.zip in your downloads folder or wherever you download files, double-click AvayaWorkplace.zip, open the folder and then open the Mac folder for Avaya Workplace.
  4. Drag the Avaya Workplace app into the applications folder in finder.
  5. Click on Avaya IX Workplace in the applications folder once it is finished copying to the folder.
  6. Click Got It if the window appears announcing the name change in the application.
  7. Click Configure my account.
  8. Click the gear in the upper right of the application and click Use web address.
  9. Paste the following link into the URL box 
  10. Click Next.
  11. Enter your Emerson extension and the Password given to you by the IT Help Desk.

  Still need tech help?

For all technical support, submit a ticket by emailing helpdesk@emerson.edu.

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