Table of Contents

Web Portal

https://phone.rit.edu/ - Information and Web Based Phone App

https://phonesettings.rit.edu/ - Manage your account and make changes

Intro Videos from RIT

We strongly recommend you watch these videos first. The provide a lot of useful information tailed to RIT.

Avaya Cloud App

Installing

Computer

For Saunders computers, the Avaya Cloud Office app should already be installed. If you need to install it for whatever reason, please use Portal Manager.

For personal computers, go to https://phone.rit.edu/ and sign in. Once signed in, click on your profile picture and then Download desktop app

Android & iOS

Android: https://play.google.com/store/apps/details?id=com.avaya.cloudoffice&hl=en_US&gl=US&pli=1

iOS: https://apps.apple.com/us/app/avaya-cloud-office/id1495845694

Signing in

To sign into the Avaya Cloud Office app or websites, be sure to click on the Single Sign-on Button

Enter your RIT username followed by @rit.edu. Example: abcbbu@rit.edu

Once you click Submit, you'll be redirected to an RIT login page.

Recommended Configuration Changes

New Phone Experience

The New Phone Experience is not turned on by default. We recommend it as it provides for a better experience and our documentation is based on it.

To turn this on, click on Settings in the lower left of the app.

Then click on Phone and make sure the slider for New Phone Experience is to the right:

Documentation

RIT Knowledge Base Articles

See https://help.rit.edu/sp?id=kb_category&kb_id=ab081d001bfdc0507cc34377cc4bcbf3&kb_category=8982835287ad2510cd6c20e9cebb350c for all of the various articles in RSC about Avaya Cloud Office.

SmartPhone App

By using the SmartPhone App, you do not need to enter your personal phone number into the Avaya Office Cloud system, keeping it confidential.

Android: https://play.google.com/store/apps/details?id=com.avaya.cloudoffice

iOS: https://apps.apple.com/us/app/avaya-cloud-office/id1495845694

Change smartphone ringtone

By default, the Avaya Cloud Office app will use the same ringtone you have for your smartphone. To help differentiate which number is being called, you may want to select a different ringtone for the Avaya Cloud Office app.

Open the app and tap on the icon in the upper left.

Tap on Phone

Tap on Ringtone

Select the desired ringtone.

Switching between devices

The Avaya Cloud Office app on your smartphone can be used to make and take calls without configure your personal cell phone number in the Avaya portal. It is also possible to move a call from your computer to your smartphone's app and back. Here's how.

Transfer call from computer to smartphone

If you are on a call on your computer, open the Avaya Cloud Office app on your phone. Along the top, you will see Switch call to this device. Tap on that.

This will automatically switch from your current device to your Avaya Cloud Office app on your smartphone.

Transfer call from smartphone to computer

If you are on a call on your smartphone, open the Avaya Cloud Office app on your computer. Along the top, you will see Switch call to this device. Click on that.

This will automatically switch from your current device to your Avaya Cloud Office app on your computer.

Who can see my presences?

By default, someone will be able to see if you are or are not on a call, but not who you are on a call with. You can modify this to grant someone access to answer your phone as well as see who you are on a call with.

See https://help.rit.edu/sp?id=kb_article&sysparm_article=KB0042769 for details.

Known Issues

Cannot play a department voicemail

When you are added to a department line to monitor voicemail, you will not be able to play any messages that were received prior to you being added to the account. Unfortunately, you'll get an error that says you have insufficient network bandwidth to play the message. The real problem is you don't have access to the voicemail. ITS is working with Avaya to see if they can correct this misleading error message.

Any voicemails received to the department line after you have been granted access should play correctly.

Zoom Conflict

When on a Zoom call and you receive an Avaya call, Zoom may cause the speaker volume to go down and not come back up. To fix this, you have to leave the Zoom meeting and come back in.

To prevent this from happening, in your Zoom settings on your computer, make sure you uncheck Sync buttons on headset under the Audio settings.

Headsets

App Headset Settings

It is possible to configure which speaker/mic the Avaya app is to use. Here's how.

Open the Avaya app on your computer.

Click the Settings icon in the lower left corner of the window.

Click on Notifications and audio along the left-hand side.

Under Audio input, select your Microphone source

Under Audio output, select your Speaker source.

For the Ringer source, we recommend All audio sources so all of your speakers ring for an incoming call.

Under Headset support, click the slider next to Manage to turn it on. Select HID headsets.

Jabra Direct

Installing Jabra Direct

This software is technically not needed, but will allow you to have greater control over your headset. To install on Saunders computers, please use Portal Manager.

Updating your headset's firmware

On your computer, open the Jabra Direct software. Ensure that your dongle is attached to the computer and that your headset is turned on.

Click Updates along the left hand side.

In the upper right, you can click Check for updates.

Updates notifications will be automatic. Firmware updates can be installed without admin rights. Software updates require admin rights, so you can ignore those prompts. We'll automatically deploy updates as they become available.

Videos from Avaya

Additional Training Videos from Avaya

64512W - Using Avaya Cloud Office Service Web

1 - User Login/Logout on Avaya Cloud Office
2 - Overview of the UI on Avaya Cloud Office
3 - General User Details
4 - User Details Settings and Permissions
5 - Record your User Name
6 - Avaya Cloud Office My Extension: Send a Fax
7 - Avaya Cloud Office My Extension: Use Ring Out
8 - Send an E-mail Invite for a Conference
9 - Call Handling and Forwarding
10 - Avaya Cloud Office My Extension: Voicemail Settings
11 - Add Personal Contacts to My Extensions
12 - Export Personal Contacts
13 - Import Personal Contacts
14 - Create Personal Contact Groups
15 - Search Personal Contacts
16 - Set Business Hours
17 - Set Greetings, Screening and Connecting Message
18 - Add Custom Call Answering Rules
19 - After Hours: Send Calls to Voicemail
20 - After Hours: Play Announcement And Disconnect
21 - After Hours: Forward Calls
22 - After Hours: Unconditional Forwarding
23 - Set Custom Rule Based on Caller ID
24 - Create a Ring Group for Call Handling
25 - Modify a Ring Group for Call Handling
26 - Incoming Call Information: Play Announcement

27 - Incoming Call Information: Called Number
28 - Incoming Call Information: Add Digits
29 - Change Message Notification Settings
30 - Manage Voice and Fax Messages
31 - Managing Phone Recordings
32 - Composing a Fax Cover Page
33 - Adding Delegates to Make Calls on Behalf of an Executive
34 - Adding Appearance Buttons to Monitor Other Users
35 - Select Users Permitted to Answer my Calls
36 - Adding Email Addresses to Send Faxes via Email
37 - Changing Call Handling Rules for a User as a Group Manager
38 - Analyzing Call Logs for a User as a Group Manager
39 - Reviewing Call History Reports as a Group Manager
40 - Managing Call Queue Messages as a Call Queue Manager
41 - Managing Call Queue Settings as a Call Queue Manager
42 - Adding Members to a Call Queue
43 - Changing Call Queue Wait Settings as a Call Queue Manager
44 - Blocking Specific Telephone Numbers
45 - Accessing Web Messaging and Meetings
46 - Configuring Call Handling for Call Flip
47 - Managing a Call Queue Member's Status within the Queue
48 - Changing Pick-up Settings and Members for Call Queues
49 - Configuring Softkeys For a J-Series Phone
50 - Assigning Features to LED Buttons on a J-Series Phone
51 - Modifying Call Queue Wait Settings

64213W - Using Avaya Cloud Office Desktop App

1 - Introducing the Avaya Cloud Office Desktop App
2 - Activating your Account for Avaya Cloud Office
3 - Downloading and Installing the Avaya Cloud Office Desktop App
4 - Logging into the Avaya Cloud Office Desktop App
5 - Getting Started with the Avaya Cloud Office Desktop App
6 - Starting a Conversation in the Avaya Cloud Office Desktop App
7 - Launching the Service Web Portal My Extension
8 - Managing Your User Profile
9 - Sharing and Changing a User's Online Status in the App
10 - Customizing your Desktop Notifications
11 - Customizing your E-mail Notifications
12 - Changing the Colors of the Desktop App
13 - Connecting Your Calendar and Contacts to the Desktop App
14 - Modifying the List of Direct Messages
15 - Modifying New Message Counter Settings
16 - Changing the Default app for Phone Calls
17 - Creating Teams in the Desktop App
18 - Using @ or Mentions in Team Conversations in the Desktop App
19 - Managing Teams in the Desktop App
20 - Closing and Archiving Teams in the Desktop App
21 - Deleting Teams in the Desktop App
22 - Using Built-In Conversation Features
23 - Managing Files in Conversations
24 - Using Markdown with Conversations
25 - Creating New Tasks within Conversations in the App
26 - Managing Tasks in Conversations in the App
27 - Creating New Events in Conversations in the App
28 - Managing Events in Conversations in the App
29 - Creating and Working with Notes in Conversations in the App
30 - Using Favorites in the Avaya Cloud Office Desktop App

31 - Locating and Bookmarking Messages in the App
32 - Inviting External Contacts to a Video Meeting by Sending a Link
33 - Using Comprehensive search
34 - Organizing Conversations into Folders
35 - Using Text Formatting in Conversations in the App
36 - Hosting Unscheduled or Instant Meetings
37 - Starting Meetings within Conversations
38 - Sharing Your Screen within Meetings in the App
39 - Inviting Participants to an Active Meeting in the Desktop App
40 - Using Chat within an Active Meeting in the App
41 - Scheduling a Meeting in the Desktop App
42 - Joining a Meeting in the Desktop App
43 - Recording Meetings in the Desktop App
44 - Joining a Scheduled Meeting in the Desktop App
45 - Scheduling a Meeting in the App with a Connected Outlook Calendar
46 - Starting a Meeting with Your Personal Meeting ID
47 - Managing Meeting Waiting Room Settings
48 - Placing a Phone Call from the App
49 - Reviewing Call History in the Desktop App
50 - Transferring a call to another User or Extension
51 - Pausing an active Call
52 - Using Call Park to allow another User to pick-up a Call
53 - Recording Telephone Conversations
54 - Adding another Party to a Call
55 - Sending a Fax from the Desktop App
56 - Switching a Call to Your Mobile Device
57 - Managing Queue Calls from the Desktop App
58 - Using Call Flip to Continue a Call on Another Device
59 - Managing Admins on the Desktop App
60 - Administering Conversations with Guests in the Desktop App

64411W - Using Avaya Cloud Office Mobile App

1 - Installing the Avaya Cloud Office Mobile App (iOS)
2 - Installing the Avaya Cloud Office Mobile App (Android)
3 - Signing Into the Avaya Cloud Office Mobile App (Native)
4 - Signing Into Avaya Cloud Office Mobile App (Google)
5 - Exploring the Avaya Cloud Office Mobile App
6 - Managing Your Presence Status
7 - Changing Notification Settings
8 - Changing the Personal Meeting ID
9 - Configuring Video Meeting Settings
10 - Changing Your Default Caller ID
11 - Recording Your Personal Voicemail Greeting
12 - Connecting Your Google Calendar
13 - Selecting Your Data Settings for Outbound Calls
14 - Using the Message Interface
15 - Starting a Conversation in the Mobile App
16 - Creating a Group for Direct Messaging
17 - Creating a Team for Messaging
18 - Managing Your Voicemails in the Mobile App
19 - Making Calls on the Mobile App
20 - Exploring Call Actions During an Active Call
21 - Sending a Fax in the Mobile App
22 - Introducing Meeting Features in the Mobile App
23 - Starting a Video Meeting in the Mobile App
24 - Exploring Meeting Controls During an Active Video Meeting
25 - Scheduling a Video Meeting in your Outlook Calendar
26 - Joining a Video Meeting in the Mobile App
27 - Starting a Video Call and Switching to the Desktop App
28 - Sending Files in the Messaging Interface
29 - Using Mentions in Team Conversations in the Mobile App
30 - Managing Team Members in the Mobile App

64311W - Using Avaya Cloud Phone App for Desktop

1 - Downloading and Installing the Avaya Cloud Phone App
2 - Logging Into the Avaya Cloud Phone App
3 - Getting Started With the Avaya Cloud Phone App
4 - Managing the User Profile in the Cloud Phone App
5 - Placing a Phone Call From the App
6 - Pausing an active Phone Call
7 - Managing an Incoming Call
8 - Transferring a Call to Another User or Extension
9 - Using Call Park to Allow Another User to Pick-up a Call
10 - Recording Telephone Conversations
11 - Adding Another Party for a Conference Call
12 - Using Call Flip to Continue a Call on Another Device
13 - Managing Received Messages
14 - Adding Contacts to the Favorites List
15 - Administering the Call Log
16 - Managing Contacts in Your Contact Directory
17 - Using the Head-Up Display
18 - Activating HUD Settings
19 - Picking up Calls for Other Users with the HUD
20 - Placing Calls on Behalf of Other Users with the HUD
21 - Using Private Call Park Locations with the HUD
22 - Using Text Messages to Communicate
23 - Starting a Phone Conference
24 - Composing a Fax Message
25 - Launching the Avaya Cloud Desktop App for Video Meetings

64610W - Using J-Series Phones with Avaya Cloud Office

1 - Getting Started With a J-Series Phone
2 - Making an Outgoing Call With a J-Series Phone
3 - Answering an Incoming Call With a J-Series Phone
4 - Using Hold to Manage Incoming Calls
5 - Applying Transfer Options to Manage Call Traffic
6 - Adding Another Party for a Conference Call
7 - Reviewing Your Call History Options
8 - Accessing Your Voicemail Messages
9 - Using Your Contacts Directory to Make Calls
10 - Adding a New Contact to Your Personal Directory
11 - Modifying a Contact in Your Personal Directory
12 - Activating Call Forwarding Options
13 - Setting Do Not Disturb on a J-Series Phone
14 - Activating Call Park on a J-Series Phone
15 - Using Call Park and Page on a J-Series Phone
16 - Parking a Call on a Private Park Location
17 - Using Page and Answer on a J-Series Phone
18 - Answering Calls for Monitored Extensions or Bridged Call Appearance
19 - Using Visual Voicemail on a J-Series Phone
20 - Setting Backgrounds and Screen Savers

Saunders Technical Support

Avaya Cloud Office Phone System