How to use Avaya Softphone

You must be logged into Citrix to use Avaya Softphone.

A headset is required to use this software.If you do not own a headset please contact the ITS Help Desk at (518) 629-7364. A limited supply of headsets are available upon request.

Start Avaya Softphone

  1. Open the Avaya one-x Communicator program. It may take a moment to load.
    Softphone software starting
     
  2. Once the program has opened, enter your four-digit office phone extension and Softphone password then select Log In.
    • Your initial Softphone password is your four-digit office phone extension. If you had your Softphone password changed from that and do not remember it, call the ITS Help Desk at (518) 629-7364 or email techsupport@hvcc.edu.
       
    Login prompt
     
  3. On the Existing Login Detected window, select Yes.

    Existing detected
     
  4. On the Video Calling Not Available window uncheck the the Please uncheck if you want to dismiss this warning [...] option and then select OK.

    Video calling warning
     
  5. If you are in Citrix, select Use it Now on all the devices.

    Hardware list
     

Verify Audio Settings

  1. Select the Menu Wheel Icon in the top right corner of the window.
     
  2. Select Settings then General Settings.

    General Settings path
     
  3. Select Audio from the left-side menu.
     
  4. If you are in Citrix, you may need to change the selected microphone and speaker. Confirm that they are set to the following:
    • Microphone: Microphone Array (Teradici)
    • Speaker: Speaker (Teradici Virtual Audio)
       
  5. Very the microphone and speaker by selecting Test.
     
  6. Select OK in the lower right corner of the window.

Logging Out

  1. Select the Menu Wheel Icon in the top right corner of the window.
  2. Select Logout.
  3. Select the Menu Wheel Icon in the top right corner of the window.
  4. Select Exit.

SoftPhone for Call Centers

  1. Begin by logging in to the Avaya one-x Communicator software.
     
  2. Select Login from the Digital Dial Pad.

    Login
     
  3. A call will start and you will need to enter your Agent ID on the SoftPhone dial pad. You cannot enter your Agent ID with your keyboard, it must be done on the software's dial pad.

     Enter your agent ID
     
  4. You will hear 3 confirmation beeps and then the call will automatically hang up.
     
  5. Select Auto-In on the dial pad.

    Auto In
     
  6. You will hear 3 more confirmation beeps and the call will automatically hang up.
     
  7. You are now successfully logged into your call center.
     
  8. To exit the call center, select LogOut on the dial pad. You will be returned to your normal 4 digit extension office phone.

Details

Article ID: 107445
Created
Tue 5/12/20 12:46 PM
Modified
Mon 5/24/21 3:50 PM