SOP to configure Avaya softphone

Document Version 1.0

Table of Contents
Configure AVAYA softphone in Android devices ............................................................................................................... 2
Configure AVAYA softphone in MAC OS ............................................................................................................................ 6
Configure AVAYA Softphone in Windows........................................................................................................................ 18
Configure AVAYA softphone in iOS.................................................................................................................................. 23
Troubleshooting Guide .................................................................................................................................................... 34
Forgot Password of Avaya Workplace Application...................................................................................................... 34
Reset Avaya Workplace Application ............................................................................................................................ 34
Application Lock (Keep application running in Background) - Applicable for Android Devices .................................. 36
Restarting Avaya Workplace Application (Android Devices) ....................................................................................... 36

Compatibility Matrix:

Android

Requires Android 8.0 or later

Apple iOS

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Apple macOS

10.12 (Sierra) or later

Microsoft Windows

Microsoft Windows 10 or later

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 Configure AVAYA softphone in Android devices

1. Connect your device with Wi-Fi network or Mobile Network for Internet access.
2. Note: You must enable a screen lock on your device so that the device has a minimal level of security and this
is a mandatory requirement.
3. Open any browser and go to this link: http://web.iima.ac.in/ipt/SMGRCA.crt (Case sensitive)
4. The URL will download “SMGRCA.crt” certificate. Once the certificate is downloaded, go to Downloads and
double tap on it and select “Install certificate” (Some devices might directly install the certificate after
download and give below prompt, so tap on OK)

5. After certificate download, some devices might show error as per below snip
“Please install from Security settings”

6. Go to Settings > Security Settings menu in your device, Search for Trusted Credentials or Install a Certificate
or Install from Phone Storage option

7. Select the Install Certificate option, at next step select “CA Certificate” and go to the downloaded path of
certificate as per Step 4 and select the file “SMGRCA.crt”

8. It will ask for permission to install a certificate. Kindly provide your fingerprint / passcode / pattern lock
access to install it. After that a message may appear as “Certificate installed” or it may only close the prompt.

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 9. Open “Play Store” and search for “Avaya Workplace” application, Download and install it. After installation,
open Avaya Workplace application. The application will ask permission to access speaker, microphone,
camera, contacts etc. please allow the permissions to work properly.
10. Open Avaya Workplace application and select Accept at the license agreement prompt and tap on Configure
my account, Tap Settings (gear icon) and select USE A WEB ADDRESS
1 2 3

11. Type auto configuration URL: https://aads.iima.ac.in/acs/resources/configurations and tap on NEXT

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 12. Enter the login credentials received from IIMA Computer Center Department from email id-
telesupport@iima.ac.in . Tap NEXT and go through the Quick Tutorial

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 13. On Home Screen of application, at the left Top side there is dial pad (highlighted in red in below image)

14. Dial a 4-digit extension number to reach the extension.

Dial Pad

15. Installation is completed.

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 Configure AVAYA softphone in MAC OS

1. Connect your device with Wi-Fi/mobile network for internet access

2. Open Safari browser and go to this link: http://web.iima.ac.in/ipt/SMGRCA.crt (Case sensitive)
3. Download “SMGRCA.crt” certificate. Tap on “Allow”

4. After downloaded, Go to Downloads folder

5. Double click on certificate and select “Keychain System” and click on add after that in Keychain dropdown

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 list select Login instead of System as shown in below images, then provide your system credentials

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 6. Once installed, go to your keychain store and select System and scroll down to “System Manager CA”
certificate.

7. Double click on certificate and select “Always Trust” as shown below.

8. When prompted, provide your system credentials and turn on certificate trust.

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 9. Now open below link in browser to download “Avaya Workplace” for Mac OS.

http://web.iima.ac.in/ipt/Avaya%20Workplace%20setup%20for%20MacOS.dmg

10. Click on “AvayaWorkplaceMacOS-3.32.0.75.14.dmg” file to install it.

11. Click on Install

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 12. At Introduction, Click on “Continue”

13. At the License Agreement, Click on “Agree”

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 14. At the License Agreement, Click on “Continue”

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 15. At the Installation type, Click on “Install”

16. Input your system login credentials to install the software.

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 17. On the successful installation you will see below screen.

18. Once installed click on “Avaya Workplace” application on desktop and click on “Configure my
account” & select “USE A WEB ADDRESS” as shown below.

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 19. Type auto configuration URL: https://aads.iima.ac.in/acs/resources/configurations and tap on NEXT

20. It will ask for device permissions to setup a client, kindly allow the appropriate required access.

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 21. Enter the login credentials received from IIMA Computer Center Department from email id-
telesupport@iima.ac.in Tap NEXT and go through the Quick Tutorial

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 22. After Login, you will see below screen with a short tutorial on how to use the application.

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 23. To dial any extension, dial 4-digit extension number i.e. 4129.

24. Installation is completed.

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 Configure AVAYA Softphone in Windows

1. Connect your computer with campus Wi-Fi / Wired network for internet access. Your system
must have speaker & microphone mandatory.
2. Open browser and go to this link: http://web.iima.ac.in/ipt/SMGRCA.crt (Case sensitive)
3. Download “SMGRCA.crt” certificate. Once certificate downloaded, double click on it and select
“Install certificate”
4. Certificate wizard will open, select a location as “local Machine” and click on next.

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 5. Select “Place all certificate in following store” and click on browse then select “Trusted Root
Certification Authorities” as certificate store and click on finish to complete certificate
installation.

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 6. Now download “Avaya Workplace” application from below link:

http://web.iima.ac.in/ipt/Avaya%20Workplace%20setup%20for%20Windows.msi

7. After the file is downloaded, locate the file in downloads folder and install it.

8. After installation, double click on Avaya workplace client icon which is there on your desktop.

9. Click on “Configure my account” and click on setting (Gear icon) on top right hand corner Select
option Use web address and enter URL: https://aads.iima.ac.in/acs/resources/configurations and
click on NEXT

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 10. Enter the login credentials received from IIMA Computer Center Department from email id-
telesupport@iima.ac.in . Tap NEXT and you will be logged in to your account.

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 11. After Login you would see below screen and tutorial of the application usage.

12. On Home Screen of application, at the left Top side there is dial pad (highlighted in red in below image)
Dial a 4-digit extension number to reach the extension. For Example- 4129
13. Installation is completed.

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 Configure AVAYA softphone in iOS

1. Connect your device with Wi-Fi network or Mobile Network for Internet access.

2. Note: You must enable a phone lock on your device so that the device has a minimal level of security and this
is a mandatory requirement.

3. Open Safari browser and go to this link: http://web.iima.ac.in/ipt/SMGRCA.crt (Case sensitive)

below prompt will be shown on your device.

4. Once you Allow certificate will be downloaded. After downloading it will prompt you to go to Settings app.

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 5. Under Settings go to Settings >> General >> VPN & Device Management >> Downloaded Profile

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 6. Under Downloaded profile select “System Manager CA” and click on “Install” as shown below

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 7. Click on “Install” and provide your device pass code. Please read the warning and tap on Install.

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 8. Once installed, under configured profile the indication will turn as “Verified” as shown below.

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 9. Go to Settings>General>About>Certificate Trust Settings

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 10. Click on “System Manager CA” to enable full trust.
11. Click on “Continue” again on advisory to enable certificate trust.

12. Once certificate installation completed, go to “App Store” and search for “Avaya Workplace”.

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 13. Download and install application from “App Store” and open “Avaya Workplace” application

14. Accept license agreement and allow few permission access like camera, microphone, and speaker for
application to work properly.

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 15. At home screen tap on “Configure my account” & tap on Settings (Gear icon) on top right corner and tap on
“USE A WEB ADDRESS” as shown below.

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 16. Type auto configuration URL: https://aads.iima.ac.in/acs/resources/configurations and tap NEXT

17. Enter the login credentials received from IIMA Computer Center Department from email id-
telesupport@iima.ac.in . Tap NEXT and go through the Quick Tutorial

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 18. On Home Screen of application, at the left Top side there is dial pad (highlighted in red in below image)

19. Dial a 4-digit extension number to reach the extension. For Example - 4129

Dial Pad

20. Installation is completed.

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 Troubleshooting Guide

Forgot Password of Avaya Workplace Application

In case you forget your password of Avaya Application or it is not working, the please send an email
to telesupport@iima.ac.in to get the new password for login.

Reset Avaya Workplace Application

If you are already using a softphone in any device. Follow below steps to change the extension number

1. Open the Avaya Workplace application. Go to Menu from top left corner and then tap on Settings (Gear icon)

Settings

2. Select “Support”, at next screen on the bottom tap on ‘Reset Application” and then tap “OK”

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 3. After OK, the application will close.

4. Open the Avaya Workplace application, Read the license Agreement and Accept.

5. Tap on “Configure my Account”, at next screen tap on Settings (Gear icon) on top left or top right corner.

6. Tap “Use a Web Address”,

7. Enter the auto configuration URL https://aads.iima.ac.in/acs/resources/configurations and tap on “Next”

8. Enter the new login credentials received from IIMA Computer Center Department from email id-
telesupport@iima.ac.in . Tap NEXT and go through the Quick Tutorial

9. Extension number change is completed.

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 Application Lock (Keep application running in Background) - Applicable for Android
Devices
In case you are not receiving notifications of calls on the workplace application, the application might be closed and not running
in background. So to keep the application always running in background we need to configure few settings in device.

Go to Settings, search and select “Security”, Under Feature settings Select “Boost Speed”, then select “Lock Apps”, find
“Avaya Workplace” and enable lock on it.

OR

While the “Avaya Workplace” application is running, go to currently open background apps and on Avaya Application
options select “Lock App”, this will keep the application always running in background.

Restarting Avaya Workplace Application (Android Devices)

1. Open the Avaya Workplace application. Go to Menu from top left corner and tap on Exit

2. Open the Avaya Workplace application, Read the license Agreement and Accept.

3. Tap on “Configure my Account”, at next screen tap on Settings (Gear icon) on top left or top right corner.

4. Tap “Use a Web Address”

5. Enter the auto configuration URL https://aads.iima.ac.in/acs/resources/configurations and tap on “Next”

6. Enter the new login credentials received from IIMA Computer Center Department from email id-
telesupport@iima.ac.in . Tap NEXT and go through the quick tutorial.

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