Office of Information Technology

Frequently Asked Questions about AU's Avaya Unified Messaging System




How does AU's Avaya Unified Messaging system work?

Avaya Unified Messaging provides the same basic functionality of answering your incoming calls and recording voice messages, but with a wide range of additional features. Voice mail messages are now stored in your Lotus Notes mail file, which provides one location for all of your e-mail, voice mail messages, and faxes to reside, and will enable you to listen to your voice mail messages on your computer, telephone, or mobile device.

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Do I need to install any software on my computer for the new Avaya system to work?

If you are a Lotus Notes user on a Windows PC, you will need to install the Avaya plugin in order to fully take advantage of the system's new features. To download the plugin, log into the AU web portal and click on the TECHNOLOGY link. Then, from the Personalized Links column, click DOWNLOAD SOFTWARE. Click the AVAYA PLUGIN - NOTES CLIENT FOR WINDOWS link on the Software Update section of the page to download the plugin. After the plugin downloads, you must run the file and reboot your computer to complete the installation.

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How do I access my voice mails messages on the new Avaya system?

One of the benefits of the new system is that you can listen to your voice mail messages in a variety of ways. To access your voice mail messages by phone, you can dial x3880 from a campus phone, (202) 885-3880 from off campus, or press the MESSAGES button on your handset. To access your voice mail on your computer, open up a voice mail message in Lotus Notes, where the voice mail will appear as an e-mail, and play back the message using the Avaya plugin. If you use Lotus Notes on a Macintosh computer, or if you use another e-mail program, your voice mail messages will be delivered as an e-mail with an audio file attachment.

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Can I access my voice mail messages from a mobile device?

If your mobile device is set up to receive your AU e-mail, you will be able to download and listen to your voice mail messages. Your voice mail messages will be delivered as audio file attachments. Of course, you can still dial into the Avaya system to play back your voice mail messages by phone.

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I've forgotten my password for dialing into the Avaya system, how can I get it reset?

You can contact the OIT Help Desk at x2550 or email helpdesk@american.edu to have your Avaya password reset. The Help Desk will set a temporary password for you so that you can change it the next time you log into the system.

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The red light on my phone is not blinking when I have a new voice mail message, how can I re-enable it?

By default, the message indicator light will not display to indicate new voice mail. Instructions to enable the message waiting light can be found here, by clicking on the AVAYA WEB INTERFACE OPTIONS link on the right side of the page, under Related Links.

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If I delete a voice mail on my phone, or in Lotus Notes, is it permanently gone?

If you delete a voice mail from your phone, the voice mail message will also be deleted from your Lotus Notes mail file. If you delete a voice mail message from your Lotus Notes mail file, the voice mail will also be deleted from your phone. You can restore deleted voice mail messages from the TRASH folder in Lotus Notes, although the time period they remain available to restore depends on the configuration of your Lotus Notes client.

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I forward all of my AU e-mail to another e-mail account. Will the Avaya system work the same for me?

If you forward your Lotus e-mail to another e-mail account, your voice mail will not be saved on your phone, because Lotus Notes is now the storage repository for voice mail messages, rather than the phone system. Please contact the OIT Help Desk if you forward your e-mail, but would still like to receive voice mail messages on your phone.

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I primarily use Lotus Notes on a Macintosh, or iNotes web mail to listen to my voice mail messages. I am getting an error that I need to install software. What should I do?

If you listen to your voice mail using iNotes web mail in Internet Explorer, you will be able to take advantage of the Avaya player embedded in your voice mail messages. If you are primarily using Lotus Notes on a Macintosh computer, or iNotes web mail in a browser other than Internet Explorer to listen to your voice mail, please contact the OIT Help Desk for assistance with stopping the error messages that are displayed.

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I am unable to choose the computer playback option on the Avaya player in Lotus Notes or iNotes web mail, because it is grayed out. What should I do?

This issue occurs when the Avaya player is unable to detect that you have sound on your computer. Make sure that the sound on your computer is not muted by checking the volume icon in the system tray, at the bottom right corner of your screen. In some cases, you may need to update the audio drivers on your computer. For assistance with this, please contact the OIT Help Desk.

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