Avaya Cloud Office FAQ

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Questions
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Fundamentals


Features


Setup


Phones and Accessories

 

How to Get Help



Answers

Fundamentals

  • What is Avaya Cloud Office?
    APSU's Avaya Cloud Office is a cloud-based communications system with enterprise grade voice, video, IM/messaging, meetings, conferencing and collaboration
     
  • What are the benefits of Avaya Cloud Office?

    One solution for all your communications needs.
    -Message, Video & Phone through both audio and video
    -No onsite PBX hardware to install or maintain. You use it, we manage it for you.

    Setup your communications solution to work the way you do:
    -Connect your office, remote, and mobile workers to a single system
    -Easily support multiple locations, moves, adds, changes.
    -Change answering and forwarding rules online, anytime, anywhere

    Never miss a call:
    -Stay connected and be reachable whether inside or outside the office
    -Pickup messages from anywhere.

    Collaborate from anywhere on any device:
    -Use video conferencing for face-to-face meetings
    -Unlimited audio conferencing up to 1000 participants
    -Easy file sharing group discussion for efficient team collaboration
     
  • What is a cloud based communications system?
    “Cloud-based” means that the platform hardware and software infrastructure of the communication solution is located in multiple secure data centers and delivered to your business over the internet. This means that you get the latest communication technology available and that you save the money and inconvenience of purchasing and maintaining complex on-premise hardware which is more difficult and costly to maintain and upgrade.
     
  • Are all my calls secure with Avaya Cloud Office?
    Yes. APSU's Avaya Cloud Office uses encryption to safeguard your day-to-day business communication to ensure secure voice between endpoints on the network, including desk phones, conference phones, APSU's Avaya Cloud Office mobile app and desktop app.


Features

  • What features are included with Avaya Cloud Office?
    APSU's Avaya Cloud Office delivers a rich set of features for your business communication solution. You’ll get everything you need in one complete system with one low price including voice, video, messaging/IM, online meetings and conferencing,multiple extensions, auto attendant, call forwarding, and more
     
  • Can I make international calls?
    Yes, you can. To activate work-related international calling click here to enter a ticket. This activation will require a written approval by your supervisor.
     
  • How do I retrieve my voice, fax, and text messages?
    There are several convenient ways.
    -Using your APSU's Avaya Cloud Office mobile and desktop apps using simple clicks
    -Messages can also be forwarded to your email or setup text notification
    -In addition, you can access them through your online account, where all messages are saved
     
  • What is heads-up display?
    Head-up Display (HUD) is a feature that is ideal for receptionists and executive assistants. It allows users to view colleagues’ real-time presence, plus manage multiple incoming calls – including transferring calls, adding users to an existing call, and picking up calls on behalf of other colleagues
     
  • What is Avaya Cloud Office Phone for Desktop?
    APSU's Avaya Cloud Office Desktop is the Avaya collaboration app for your desktop PC and Macintosh. This all in one application lets you run all your voice calls, and texting from a single App. Web and Video Conferencing are enabled through a clientless web-client that is available anywhere in the world
     
  • Can I use Avaya Cloud Office mobile apps with my service?
    Yes. All APSU's Avaya Cloud Office customers can use the mobile app. The app provides access to your entire Avaya Cloud Office communication solution. The app is downloadable from the iOS App Store and the Google Play Store.
     
  • What is “presence”?
    Presence enables you to detect the busy status of your colleagues and display it on your desk phone or in the Avaya Cloud Office app, mobile or desktop. Statuses such as available, busy, on hold, for example.
     
  • How does an end user share their presence?
  1. Log in to the Avaya Cloud Office web Portal at login.cloudoffice.avaya.com and click Settings > Phones & Numbers
  2. Click the Presence button
  3. Click the Permissions tab, and set “Allow other users to see my presence” to On
  4. Click Save
  • Does Avaya Cloud Office allow audio conferencing?
    APSU's Avaya Cloud Office offers unlimited audio conference call hosting and participation for all your users. Each of your users can host a conference call with up to1000 attendees, with one-click invites
     
  • Are Call Appearance and Park and Page features available with Avaya Cloud Office?
    Yes, at launch customers may use the Park functionality and the page functionality on IP phones.
     
  • Are there reporting and call recording capabilities in Avaya Cloud Office?
    Yes, both are available.
     
  • Is the solution HIPAA compliant?
    No. APSU's Avaya Cloud Office version does not enforce HIPAA compliance. It is up to individual users to behave in a manner that meets all HIPAA obligations.

 

Setup

  • How do I log in to my account?
    While APSU migrates to the Avaya Cloud Office system, users may log in to all Avaya phone applications using their Avaya username and password or APSU single sign on credentials. After APSU completes the migration in the Summer of 2022, APSU single sign on credentials will be required. All users are encouraged to use single sign on credentials.
     
  • What happens when I lose power or my internet connection?
    Because APSU's Avaya Cloud Office is cloud-based, it is not fully dependent on your power or internet connection to continue receiving calls or faxes in the event of a local power or network outage. The system continues to function in the cloud. If you have lost power or network to phones and PCs/Macs, you can still use your Avaya Cloud Office mobile phone application in such situations.


Phones and Accessories

  • Is IT allowing users to have desk phones?
    Yes, IT is encouraging the use of the desktop application, however if a user desires to have a desktop phone and it is approved by their supervisor, they may have one.
     
  • Can I use headsets with Avaya Cloud Office?
    Yes. When using Avaya Cloud office desktop application, all headsets that are compatible with your computer, are compatible with Avaya Cloud Office. The preferred method of connectivity is USB or Bluetooth.
     
  • Will I still be able to four digit dial?
    Yes. While APSU is in the process of migrating to the Avaya Ring Central System,four digit dialing between two Cisco phones will continue to work. Four digit dialing between two Avaya Cloud Office phones will work. A Cisco phone that attempts to four digit dial an Avaya Cloud Office phone will work with a slight delay. The Avaya Cloud Office phone will not be able to four digit dial a Cisco phone. An Avaya Cloud Office phone must use the full seven digit number to calla Cisco phone. Once APSU has completely migrated to the Avaya Cloud Office system, four digit dialing will work as usual.
     

How to Get Help

  • Who can I contact with my APSU's Avaya Cloud Office questions?
    You can contact APSU's GOVSTECH Help Desk at 221-4357 or govstech@apsu.edu.
     
  • What End User Training Is Available?
    The courses are available for APSU's Avaya Cloud Office customers can be accessed here.
     
  • How Can Problems Be Reported?
    Please click here to put in a ticket for problems with Avaya Cloud Office.
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