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Avaya Cloud Office

With Avaya Cloud Office Aims staff have the ability to make and receive phone calls from a computer, whether at Aims or remote, or on a personal mobile phone. No matter what device is used to make the call, the staff member’s Aims phone number will be displayed. Using Avaya Cloud Phone replaces the need to use a physical desk phone.

In addition to the cloud calling feature, Avaya Cloud Office also offers texting, faxing, chat/messaging, and more. Though these tools are available, it is not required that you use them in place of any preferred existing tools (such as Zoom meetings.)

Avaya Cloud Office User Training

Avaya Traditional Desk Phone

Most Aims users have a physical phone at their desks. The phone works the same as any traditional desk phone. You do not need to press a 9 for an “outside line.” You do not need to press a 1 for long distance.

Avaya Cloud Phone

The primary way for you to make and receive phone calls is using the Avaya Cloud Phone application already installed on your Aims computer. If you cannot find Avaya Cloud Phone on your Aims computer, please contact the IT Help Desk for assistance. Alternatively, you can also access these same tools using the Avaya Cloud Office web app.

Before you use Avaya Cloud Phone or Office for the first time, you must activate your account. You will receive an email from Avaya Cloud Office prompting you to activate your new account. You must go through the steps in the email within 48 hours or the link will expire. If you have trouble activating your account, or are unsure whether your account is activated, please contact the IT Help Desk.

IMPORTANT: Connect to Avaya using your Aims username or Aims email address and password. Use your email address and click “Single Sign On” at the login screen. The Avaya services will require Duo authentication.

After you have activated your account, you will be able to manage settings for your voicemail, calling options, and more at Avaya Cloud Office Service, or by clicking the gear icon within the Avaya Cloud Phone or Office app screen.

You can sign in to Avaya Cloud Phone or Office in the following ways:

  1. Open Avaya Cloud Phone on your Aims computer
  2. Visit the Cloud Office App 
  3. Download the Avaya Cloud Office app from your phone’s app store on your mobile device. Note that you can customize the ring tone within Avaya Cloud Mobile app so you can tell if someone is calling your Aims number, versus calling your cell phone number directly. To do so, within the Avaya Cloud Mobile app, find Settings > Phone > Incoming Call Ringtone.
  4. Select “Single Sign On” (SSO) and use your Aims credentials to log in. Avaya Cloud services require Duo authentication.

Using Avaya Cloud Phone & Office

For Avaya Cloud Phone, click the phone icon and use the dial pad to enter the number. You can click the + sign to select among your Aims contacts.

For Avaya Cloud Office, open the number pad located in the upper right corner of the app screen.

  • Select from the preloaded Aims contacts OR manually enter a number using the number pad. You do not need to use a 9 for an “outside line” or a 1 for long distance. You do not need a long distance code.
  • When you use Avaya Cloud to make and receive calls, it will show your Aims phone number in caller ID.

Note: Avaya Cloud apps on your computer work best with a USB headset. The headset provides noise cancellation and a good microphone. Using Avaya Cloud with your computer's built-in microphone and speaker is not recommended. This causes echo and extra noise for the caller.

Voicemails left for you are automatically sent to your email address, with a text of the voicemail and the voicemail recording attached.

  • For Avaya Cloud Phone Voicemail, click the envelope icon.
  • For Avaya Cloud Office Voicemail, select the phone icon in the upper left icon menu.

How to Change the Voicemail Greeting

Open Avaya Cloud Phone > Click the gear icon > My Extension Settings > Messages

How to Set Call Handling Rules

Open Avaya Cloud Phone > Click the gear icon > My Extension Settings > Call Handling & Forwarding

How to Set After Hours Rules

Open Avaya Cloud Phone > Click the gear icon > My Extension Settings > User Details > Settings & Permissions > User Hours

How to Set Greeting & Call Screening

Open Avaya Cloud Phone > Click the gear icon > My Extension Settings > Screening, Greeting & Hold Music
 

Avaya Custom Settings

After you have activated your account, you will be able to manage settings for your voicemail, calling options, and more at avaya.com or by clicking the gear icon of the Avaya Cloud Phone or Office app screen.

Following is more information about customizing your settings:

The User Details section of your online account allows you to record a custom user name (the name a caller will hear in the default voicemail greeting) for the system operator, and to adjust your business hours and after hours settings.

Record User Name

Use this option to ensure your name is pronounced correctly by the system operator in the default voicemail greeting. You can spell out the name to help the operator, or you can record the name in your own voice and use it for announcements instead.

To record your user name, go to User Details > Record User Name and click Edit.

From the dropdown menu, select Record My Name.

User Hours

You can decide how you want your calls to be answered during set business hours and after hours.

To set your user hours, go to User Details > Settings & Permissions > User Hours and click Edit.

Call Screening, Greeting & Hold Music is the section of your online account that allows you to set up call rules that apply before a caller connects to your phone, like call blocking, call screening, and connecting message or audio. You can also customize call hold music to play after you’ve placed a caller on hold.

User Greeting

The User Greeting, if enabled, provides a welcome message to callers before the call connects. The User Greeting is not a voicemail greeting. Mistakenly recording a custom Voicemail Greeting under the User Greeting section will give callers the wrong impression that calls are going straight to voicemail. Set up your voicemail greeting under the Messages section.

Use the following links for set up instructions:
How to Set Up Custom Greeting
How to Set Up Connecting Message
How to Set Up Audio While Connecting
How to Set Up Hold Music

Call Handling & Forwarding is the section of your online account that allows you to set up call routing rules. It offers flexibility on how you want your calls to be handled during business hours, after hours or you can make multiple condition rules.

Call Handling and Forwarding Settings

You can edit or set up the group and position the call forwarding number, rearrange forwarding numbers and create ring groups.

SUGGESTED: To have your desktop and mobile apps ring at the same time as your physical desk phone at Aims, for four rings or 30 seconds before going to voicemail, set your Call Handling as depicted here:

 **insert screen grab illustrating how to set call handling and forwarding settings**

For more information, use these instructions: Rearrange Call Forwarding and Create Ring Groups.

After Hours

Use the After Hours drop-down menu to configure how you want your calls answered during and outside of business hours. You may customize your business hours and after hours settings in User Details under User Hours.

Send Callers directly to voicemail

Select if you want calls to go directly to your voicemail.

Play announcement and disconnect

Select if you want to play a recorded greeting, then immediately hang up. This does not allow the caller the option to leave a voicemail message.

Forward Calls

Select if you want to forward the call to multiple phone numbers in a specific order and have your greeting settings apply.

Unconditional Forwarding

Select if you want to forward the call to a different phone number without having to go through your greeting settings. This is used to forward all of your calls to another person or another phone number when needed.

More Incoming Call Settings

You can configure your Incoming Call Information, Caller ID, and Call Flip settings in this section.

Incoming Call Information

Choose what appears on your phone when you receive an incoming call, either Incoming Caller ID or the Called Number. You can also choose to play an announcement for an incoming call from an Avaya Cloud Office or non-Avaya number.

Call Flip

Call Flip lets you transfer a live call to a different device without any interruption to the call. This action is not for transferring a call to a different number. For more information, visit How to Use Call Flip

Custom Rules for Routing

You can create custom rules for special routing during holidays or specific times of the day (e.g. lunch break) or for special callers. For more information, visit How to Set Up Custom Rules

Voicemail Greeting is where you set up your voicemail message for missed calls received during business hours or after hours. For calls to be forwarded to your voicemail, the Take Messages feature should be enabled. Your Voicemail Greeting can be set to default, or you can record your personalized voicemail greeting.

Default Voicemail Greeting

"Your call has been forwarded to the voicemail for (John Smith). No one is available to take your call. At the tone, please record your message. When you've finished recording, you may hang up or press the # key for more options." If you want to change the way your name is pronounced by the system operator, go to User Details > Record User Name > Edit. From the dropdown menu, select Record My Name.

Custom Voicemail Greeting

Record any message you want, just like recording your message on an answering machine. You can record this message over the phone, or pre-record your message on your computer and upload the mp3 file to the system.

The Voicemail to Text setting provides a text version of your voicemail that allows you to get the gist of the message. It is not intended to be a perfectly accurate transcription of the voicemail. It may take a few minutes to deliver the text version of your voicemail to your Avaya Cloud Phone or Office mobile or desktop application, or via email. Voicemail to text is enabled by default. To disable voicemail to text, go to Messages > Settings.

Additional Important Notes

  • If you are using Avaya Cloud Office on your mobile phone, mobile service data rates DO apply, unless you have enabled wi-fi calling on your mobile phone, or unless you have unlimited data. Wi-fi calling uses the Internet connection wherever you are, so data rates will only apply if you have a limited plan.
  • Your Aims campus office location is programmed into Avaya Cloud Office for E911 purposes. DO NOT use Avaya Cloud to call 911 from home or a non-Aims location. 911 personnel will not have the correct location information for you. If you do use Avaya Cloud from a non-Aims location to call 911, you must provide your location to Emergency Services.
  • The Avaya Cloud Phone application can only be registered on one computer. If you work on more than one computer, whether it's an Aims computer or not, you'll use Avaya Cloud Phone on your primary Aims computer, and use the Avaya Cloud Office site from any other computer. Please contact the IT Help Desk if you need additional assistance.

Here are some links to training information for Avaya Cloud Phone, Avaya Cloud Mobile App, and Avaya Cloud Service Web.

Please view these as you have time:

Avaya Cloud Phone

(installed on your primary Aims computer)
View the videos for Basic Navigation, Voice Messages, Text Messages, Profile Settings, General Settings, Sound Settings

Avaya Cloud Mobile App

(only if you have installed this on your mobile phone from your phone's app store)

Avaya Cloud Service Web

View videos for Basic Navigation and any of the Self-Administration videos as needed. Use this site to administer your account, edit your voicemail greeting, and more at.

Avaya End User Training Courses

View all of the Recommended and Getting Started videos, and other videos as needed.

Avaya Product Support Page

Visit the portal for assistance.