The 5 Most Common Issues While Avaya Troubleshooting

Avaya is an American multinational tech company specialising in business communications services like contact centre (CC) and unified communications (UC). The company also provides UC and CC as services, known as UCaaS and CPaaS respectively.

On top of these services, Avaya also makes and sells devices direct to businesses, including headsets, conference phones, video conferencing devices, and desktop phones. Sometimes, these devices don’t work as expected.

In this article, you’ll learn about the five most common issues businesses experience that require Avaya troubleshooting.

  1. Calls won’t go through while using the Avaya app

Avaya users commonly experience a problem where calls won’t go through when they’re using the app. This problem is frustrating, but you can usually solve it by following a few quick steps.

Here’s a brief rundown:

  1. Look at the top of the Avaya app window. If you spot a red triangle, you may have used the wrong login details. 
  2. Try logging in again. If you’ve lost your details, contact IT support for help.
  3. If trying the correct login details still doesn’t work, you may have connectivity issues.

If you don’t spot a red triangle in the top corner of your Avaya app, try the following:

  1. Call a nearby phone and check if it rings.
  2. If the phone rings, your app is working fine—it might be the person on the other end who has issues.
  3. If the phone doesn’t ring, try resetting the Avaya app.  
  1. Unable to hear the other person when answering the phone

Many Avaya users experience issues hearing the other person when they pick up the phone. You can usually solve this problem by adjusting your audio settings.

Here’s how to do it:

  1. Check the volume is up fully and not muted.
  2. Make sure your microphone is on. You can find this option in your mobile or desktop app’s Settings.
  3. Troubleshoot by unplugging your earphones or headphones (if you’re using them). If you can hear the person on the other end now, it means your device is incorrectly set up or incompatible.
  1. Call quality is poor, or difficulty understanding the other person

If your call quality is poor—and the other person’s voice is difficult to understand—you’re likely dealing with a bandwidth issue. Try seeking out a better network signal by switching between WiFi and cellular or moving to another location to improve connectivity.

You can also try resetting the Avaya up, uninstalling and reinstalling it, or using a different device.

  1. Voices echoing

Voice echo usually results from sound travelling back and forth between the speaker and microphone. The most common cause is high volume—try reducing the volume or asking the person on the other end of the phone to do the same.  

  1. Calls cut out regularly or sound choppy

You can also attribute this widespread problem to bandwidth and connectivity issues. Follow the suggestions listed in point three to solve choppy sounds and voice cut-outs.


If you have any issues with your Avaya devices, including phones, video conferencing software, or cloud services, you should find your solution in this list. Thankfully, most issues are quick and easy to resolve so you can get back to business in no time.

Prozely Job 18/09/2021