Avaya Workplace Client for IP Office User Manual

Using Avaya IX™ Workplace Client for IP Office

Release 11.0

Issue 6.1.1

July 2020

2020, Avaya Inc.

Notice

While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes.

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https://support.avaya.com/helpcenter/ getGenericDetails?detailId=C20091120112456651010 under the link

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Hosted Service

THE FOLLOWING APPLIES ONLY IF YOU PURCHASE AN AVAYA HOSTED SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE), THE TERMS OF USE FOR HOSTED SERVICES ARE AVAILABLE ON THE AVAYA WEBSITE,

HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO UNDER

THE LINK “Avaya Terms of Use for Hosted Services” OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, AND ARE APPLICABLE TO ANYONE WHO ACCESSES OR USES THE HOSTED SERVICE. BY ACCESSING OR USING THE HOSTED SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING SO (HEREINAFTER REFERRED TO INTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TO THE TERMS OF USE. IF YOU ARE ACCEPTING THE TERMS OF USE ON BEHALF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE TERMS OF USE. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF

YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE, YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE.

Licenses

THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE,

HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO,

UNDER THE LINK “AVAYA SOFTWARE LICENSE TERMS (Avaya Products)” OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE (“AVAYA”).

Avaya grants You a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License as set forth below in the Designated System(s) License (DS) section as applicable. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to You. “Software” means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products, pre-installed on hardware products, and any upgrades, updates, patches, bug fixes, or modified versions thereto. “Designated Processor” means a single stand-alone computing device. “Server” means a set of Designated Processors that hosts (physically or virtually) a software application to be accessed by multiple users. “Instance” means a single copy of the Software executing at a particular time: (i) on one physical machine; or (ii) on one deployed software virtual machine (“VM”) or similar deployment.

License type(s)

Designated System(s) License (DS). End User may install and use each copy or an Instance of the Software only: 1) on a number of Designated Processors up to the number indicated in the order; or 2) up to the number of Instances of the Software as indicated in the order, Documentation, or as authorized by Avaya in writing. Avaya may require the Designated Processor(s) to be identified in the order by type, serial number, feature key, Instance, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose.

Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A “Unit” means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server or an Instance of the Software.

Cluster License (CL). End User may install and use each copy or an Instance of the Software only up to the number of Clusters as indicated on the order with a default of one (1) Cluster if not stated. “Cluster” means a group of Servers and other resources that act as a single system.

Enterprise License (EN). End User may install and use each copy or an Instance of the Software only for enterprise-wide use of an unlimited number of Instances of the Software as indicated on the order or as authorized by Avaya in writing.

Named User License (NU). You may: (i) install and use each copy or Instance of the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use each copy or Instance of the Software on a Server so long as only authorized Named Users access and use the Software. “Named User”, means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya’s sole discretion, a “Named User” may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an e-mail or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software.

Shrinkwrap License (SR). You may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as “shrinkwrap” or “clickthrough” license accompanying or applicable to the Software (“Shrinkwrap License”).

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Heritage Nortel Software

“Heritage Nortel Software” means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December 2009. The Heritage Nortel Software is the software contained within the list of Heritage Nortel Products located

https://support.avaya.com/LicenseInfo under the link “Heritage

at Nortel Products” or such successor site as designated by Avaya. For Heritage Nortel Software, Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the purpose specified in the Documentation, and solely as embedded in, for execution on, or for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice.

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Virtualization

The following applies if the product is deployed on a virtual machine. Each product has its own ordering code and license types. Unless otherwise stated, each Instance of a product must be separately licensed and ordered. For example, if the end user customer or Avaya Channel Partner would like to install two Instances of the same type of products, then two products of that type must be ordered.

Third Party Components

“Third Party Components” mean certain software programs or portions thereof included in the Software or Hosted Service may

contain software (including open source software) distributed under third party agreements (“Third Party Components”), which contain terms regarding the rights to use certain portions of the Software (“Third Party Terms”). As required, information regarding distributed Linux OS source code (for those products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the products, Documentation or on Avaya’s website at:

support.avaya.com/Copyright or such successor site as designated

by Avaya. The open source software license terms provided as Third Party Terms are consistent with the license rights granted in these Software License Terms, and may contain additional rights benefiting You, such as modification and distribution of the open source software. The Third Party Terms shall take precedence over these Software License Terms, solely with respect to the applicable Third Party Components to the extent that these Software License Terms impose greater restrictions on You than the applicable Third Party Terms.

The following applies only if the H.264 (AVC) codec is distributed with the product. THIS PRODUCT IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD (“AVC VIDEO”) AND/OR (ii) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE

Service Provider

THE FOLLOWING APPLIES TO AVAYA CHANNEL PARTNER’S HOSTING OF AVAYA PRODUCTS OR SERVICES. THE PRODUCT OR HOSTED SERVICE MAY USE THIRD PARTY COMPONENTS SUBJECT TO THIRD PARTY TERMS AND REQUIRE A SERVICE PROVIDER TO BE INDEPENDENTLY LICENSED DIRECTLY FROM THE THIRD PARTY SUPPLIER. AN AVAYA CHANNEL PARTNER’S HOSTING OF AVAYA PRODUCTS MUST BE AUTHORIZED IN WRITING BY AVAYA AND IF THOSE HOSTED PRODUCTS USE OR EMBED CERTAIN THIRD PARTY SOFTWARE, INCLUDING BUT NOT LIMITED TO MICROSOFT SOFTWARE OR CODECS, THE AVAYA CHANNEL PARTNER IS REQUIRED TO INDEPENDENTLY OBTAIN ANY APPLICABLE LICENSE AGREEMENTS, AT THE AVAYA CHANNEL PARTNER’S EXPENSE, DIRECTLY FROM THE APPLICABLE THIRD PARTY SUPPLIER.

WITH RESPECT TO CODECS, IF THE AVAYA CHANNEL PARTNER IS HOSTING ANY PRODUCTS THAT USE OR EMBED THE H.264 CODEC OR H.265 CODEC, THE AVAYA CHANNEL PARTNER ACKNOWLEDGES AND AGREES THE AVAYA CHANNEL PARTNER IS RESPONSIBLE FOR ANY AND ALL RELATED FEES AND/OR ROYALTIES. THE H.264 (AVC) CODEC IS LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE REMUNERATION TO: (I) ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD (“AVC VIDEO”) AND/OR (II) DECODE AVC VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL INFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECS MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE

WWW.MPEGLA.COM.

Compliance with Laws

You acknowledge and agree that it is Your responsibility for complying with any applicable laws and regulations, including, but not limited to laws and regulations related to call recording, data privacy, intellectual property, trade secret, fraud, and music performance rights, in the country or territory where the Avaya product is used.

Preventing Toll Fraud

“Toll Fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud

HTTP://WWW.MPEGLA.COM.

https://

HTTP://

associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services.

Avaya Toll Fraud intervention

If You suspect that You are being victimized by Toll Fraud and You need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: successor site as designated by Avaya.

Security Vulnerabilities

Information about Avaya’s security support policies can be found in the Security Policies and Support section of

support.avaya.com/security.

Suspected Avaya product security vulnerabilities are handled per the Avaya Product Security Support Flow (https://

support.avaya.com/css/P8/documents/100161515).

Downloading Documentation

For the most current versions of Documentation, see the Avaya Support website: https://support.avaya.com, or such successor site as designated by Avaya.

Contact Avaya Support

See the Avaya Support website: https://support.avaya.com for product or Hosted Service notices and articles, or to report a problem with your Avaya product or Hosted Service. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: designated by Avaya), scroll to the bottom of the page, and select Contact Avaya Support.

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Avaya is a registered trademark of Avaya Inc.

All non-Avaya trademarks are the property of their respective owners. Linux® is the registered trademark of Linus Torvalds in the U.S. and other countries.

https://support.avaya.com (or such successor site as

https://support.avaya.com or such

https://

Chapter 1: Introduction............................................................................................................ 9

Purpose.................................................................................................................................. 9

Change history........................................................................................................................ 9

Chapter 2: Avaya IX™ Workplace Client for IP Office overview.......................................... 11

Simultaneous mode overview................................................................................................. 12

Simultaneous mode limitations......................................................................................... 14

Chapter 3: Avaya IX™ Workplace Client navigation............................................................. 15

Viewing the Avaya IX™ Workplace Client tutorial...................................................................... 18

Icons.................................................................................................................................... 18

Shortcut keys for Avaya IX™ Workplace Client for Mac and Windows......................................... 20

Chapter 4: Setting up Avaya Equinox®................................................................................. 22

System requirements and interoperability................................................................................ 22

Mobile clients........................................................................................................................ 22

Security certificates on mobile devices.............................................................................. 22

Installing Avaya IX™ Workplace Client on mobile devices.................................................... 23

Android permissions........................................................................................................ 23

Desktop clients...................................................................................................................... 24

Security certificates on desktops....................................................................................... 24

Installing Avaya IX™ Workplace Client on desktops............................................................ 24

Opening the Avaya IX™ Workplace Client application for the first time........................................ 25

Automatic configuration overview............................................................................................ 25

Configuring Avaya IX™ Workplace Client settings automatically................................................. 26

Using the Avaya IX™ Workplace Client menu........................................................................... 27

Manual configuration of Avaya IX™ Workplace Client settings................................................... 28

Avaya IX™ Workplace Client Top of Mind screen................................................................ 28

Configuring the layout of the Top of Mind screen................................................................ 29

Using the Top of Mind screen........................................................................................... 29

Configuring the display preferences.................................................................................. 30

Configuring the contact search settings on Avaya IX™ Workplace Client for Android............. 31

Configuring the contact search settings on desktop clients.................................................. 32

Modifying contact settings................................................................................................ 32

Modifying audio and video settings on mobile clients.......................................................... 33

Modifying audio and video settings on desktop clients........................................................ 36

Configuring the video resolution........................................................................................ 36

Installing a client identity certificate from the system certificate store................................... 37

Installing a client identity certificate from a file.................................................................... 38

Removing a client identity certificate................................................................................. 38

Services settings............................................................................................................. 39

Configuring the dialing rules manually............................................................................... 42

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Contents

Pausing iTunes during calls.............................................................................................. 43

Viewing release and version information............................................................................ 43

Viewing the certificates that Avaya IX™ Workplace Client uses............................................ 43

Viewing licensing information........................................................................................... 43

Logging in and out of the Avaya IX™ Workplace Client phone service.................................. 44

Maximizing the battery life of the device............................................................................ 44

Configuring the setting to automatically start and log in to Avaya IX™ Workplace Client......... 45

Configuring the Avaya IX™ Workplace Client add-in for Microsoft Outlook setting.................. 45

Configuring the browser add-in setting.............................................................................. 46

Enabling the Avaya IX™ Workplace Client Google Chrome browser extension...................... 46

Uninstalling the Avaya IX™ Workplace Client Google Chrome browser extension.................. 47

iOS notifications.................................................................................................................... 48

Chapter 5: Managing calls..................................................................................................... 49

Making and handling calls...................................................................................................... 49

Call management overview.............................................................................................. 49

Shared control mode overview......................................................................................... 53

Making an audio or video call........................................................................................... 55

Answering or ignoring a call............................................................................................. 55

Managing calls................................................................................................................ 56

Viewing call details.......................................................................................................... 60

Listening to voice mails.................................................................................................... 61

Ending a call................................................................................................................... 62

Emergency calls.............................................................................................................. 62

Hunt Groups overview..................................................................................................... 62

Viewing the hunt groups list.............................................................................................. 62

Enabling a hunt group manually........................................................................................ 63

Disabling a hunt group manually....................................................................................... 63

Enabling mobile twinning for incoming call......................................................................... 64

Configuring call forwarding to destination for desktop clients............................................... 65

Configuring call forwarding to destination for mobile clients................................................. 66

Chapter 6: Conferencing using Avaya Equinox® Conferencing........................................ 67

Avaya Equinox® Conferencing overview.................................................................................. 67

Download and installation of Avaya Equinox® Conferencing client....................................... 67

User types...................................................................................................................... 68

Moderator role................................................................................................................ 68

Starting a meeting........................................................................................................... 69

Starting a conference by adding contacts to an existing call................................................ 69

Joining a meeting............................................................................................................ 71

Adding a participant to a meeting...................................................................................... 74

Requesting access to join a meeting................................................................................. 75

Accessing your meeting portal.......................................................................................... 75

Inviting participants to a meeting....................................................................................... 75

Scheduling a meeting...................................................................................................... 76

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Contents

Schedule a Meeting field descriptions............................................................................... 76

Customizing your virtual room.......................................................................................... 78

Virtual Room field descriptions......................................................................................... 78

Accessing the recordings and events................................................................................ 79

User Settings field descriptions......................................................................................... 80

General Settings field descriptions.................................................................................... 80

Changing the meeting portal password............................................................................. 81

Configuring the local settings............................................................................................ 81

Handling conference calls................................................................................................ 82

Requesting to become a moderator.................................................................................. 83

Managing the conference as a moderator.......................................................................... 83

Managing conference participants.................................................................................... 88

Ending a conference........................................................................................................ 92

Chapter 7: Managing contacts............................................................................................... 93

Viewing the self-contact information........................................................................................ 93

Searching for a contact.......................................................................................................... 94

Creating a new contact.......................................................................................................... 94

Deleting a contact.................................................................................................................. 95

Contact avatars..................................................................................................................... 96

Chapter 8: Using Avaya Spaces............................................................................................ 97

Avaya Spaces overview......................................................................................................... 97

Signing up for Avaya Spaces from Avaya IX™ Workplace Client................................................ 97

Logging in to Avaya Spaces................................................................................................... 98

Opening Avaya Spaces from within Avaya IX™ Workplace Client............................................... 98

Chapter 9: Using presence and instant messaging.......................................................... 100

Presence and instant messaging.......................................................................................... 100

Changing your presence status manually........................................................................ 101

Management of incoming calls and instant messages during DND.................................... 101

Changing your presence note......................................................................................... 102

Instant messaging using Avaya Spaces Direct Messaging................................................ 102

Working with instant messages....................................................................................... 102

Working with attachments.............................................................................................. 104

Searching for an instant message................................................................................... 105

Chapter 10: Configuring Avaya Equinox® add-in for Microsoft Outlook........................ 107

Avaya IX™ Workplace Client add-in for Outlook...................................................................... 107

Microsoft Outlook requirements............................................................................................ 108

Avaya IX™ Workplace Client add-in for Microsoft Outlook installation....................................... 108

Joining a meeting................................................................................................................ 108

Joining a meeting by using the Avaya IX™ Workplace Client Add-in for Outlook.................. 108

Joining a meeting by using Microsoft OWA...................................................................... 109

Making an Avaya IX™ Workplace Client call from within Microsoft Outlook............................... 109

Making an Avaya IX™ Workplace Client call from a browser.................................................... 110

Chapter 11: Uninstalling and upgrading Avaya Equinox................................................... 111

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Contents

Mobile clients...................................................................................................................... 111

Removing data from mobile clients.................................................................................. 111

Uninstalling Avaya IX™ Workplace Client from mobile devices........................................... 111

Desktop clients.................................................................................................................... 112

Removing data from desktop clients................................................................................ 112

Uninstalling Avaya IX™ Workplace Client on desktops....................................................... 112

Chapter 12: Resources......................................................................................................... 113

Documentation resources..................................................................................................... 113

Finding documents on the Avaya Support website............................................................ 113

Viewing Avaya Mentor videos............................................................................................... 114

Support............................................................................................................................... 114

Using the Avaya InSite Knowledge Base......................................................................... 115

Additional IP Office resources......................................................................................... 115

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Chapter 1: Introduction

Purpose

This document describes how to set up and use Avaya IX™ Workplace Client for Android, iOS, Mac, and Windows.

End users can do all the tasks without assistance.

This document only includes IP Office content for Avaya IX™ Workplace Client. Avaya Aura content for Avaya IX™ Workplace Client is covered in Avaya Aura® documentation.

Change history

The following table describes the major changes made in this document for each release:

Issue Date Summary of changes

1, Release

11.0.5.1

October, 2019

Rebranded Avaya Equinox® for IP Office to Avaya IX™ Workplace Client.

These changes take effect with Avaya IX™ Workplace Client Release 3.7.

Added new content:

• Hunt Group overview

• Viewing the hunt group list

• Enabling a hunt group manually

• Disabling a hunt group manually

• Enabling mobile twinning for incoming call

• Configuring call forwarding to another extension for desktop clients

• Configuring call forwarding to another extension for mobile clients

Table continues…

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Introduction

Issue Date Summary of changes

1, Release

11.0.5

August, 2019

Added content on:

• Avaya Cloud Authorization feature

• Apple Push Notification service (APNs)

• USB call control with Avaya IX™ Workplace Client for Mac and Windows while using Avaya L100 Series Headsets

1, Release

11.0 FP4

February 2019

• Added information on:

- Shared Control feature

- Avaya IX™ Workplace Client support on Avaya Vantage

- Support for Presence and Directory integration on Avaya Vantage

- Support for Avaya Cloud Services

- User Interface changes

2, Release

June 2018 First version of the document.

11.0

™

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Chapter 2: Avaya IX™ Workplace Client for

IP Office overview

The Avaya IX™ Workplace Client for IP Office is a soft phone application that provides access to Unified Communications (UC) and Over the Top (OTT) services, such as Avaya Equinox® Meetings Online. You can access the Avaya IX™ Workplace Client on the following platforms:

• Mobile platforms:

- Android: From a mobile phone, tablet, or an Avaya Vantage™ device

- iOS: From an iPad, iPhone, or iPod Touch

Note:

In Avaya Vantage™ Release 2.0.1, the K165 and K175 devices support the Avaya IX Workplace Client. The K155 device does not support the Avaya IX™ Workplace Client.

• Desktop platforms:

™

- Mac

- Windows

With the Avaya IX™ Workplace Client, you can use the following functionality:

• Make point-to-point audio and video calls.

• Listen to your voice mail messages.

• Join and host conference calls with Avaya Equinox® Meetings Online.

• Use point-to-point and conference call control functionality. You can also add participants to a conference.

• Answer calls and send all calls to voice mail.

• View your call history that is stored locally on the device.

• Access your IP Office contacts by using IP Office directory.

• Access your local contacts.

• Send instant messages using Avaya Spaces direct messaging.

• Capture photo, audio, and video files, and send generic file attachments in an instant message conversation.

• Manage your presence status and presence status messages.

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Avaya IX™ Workplace Client for IP Office overview

• Log in to your extension and answer, and transfer calls across multiple devices if Simultaneous mode is configured.

Simultaneous mode can be used with supported SIP deskphones and an H.323 deskphone.

Avaya IX™ Workplace Client on Avaya Vantage™ supports the following features:

• Making outgoing calls.

• Handling incoming calls.

• Putting call on hold and resuming the call.

• Muting and unmuting a call.

• Transferring a call.

• Escalating an audio call to video call and de-escalating video call to audio call.

• Entering DTMF digits using the keypad.

• Access your local contacts

• Access your IP Office contacts by using IP Office directory.

• Manage your presence status and presence status messages.

Note:

Some Avaya IX™ Workplace Client features must be configured for your enterprise before you can use them.

Avaya Vantage™ deskphone supports the following:

• Handset

- Wired

- Bluetooth

• Headset

- 3.5 mm Audio Jack

- Bluetooth

- RJ9

• LED indication for incoming calls and message waiting

Simultaneous mode overview

Avaya IX™ Workplace Client for IP Office supports Simultaneous mode, where Equinox for IP Office can connect as simultaneous client. You can use your extension with one of the supported devices in parallel with the deskphone.

In Standalone mode, you can use only one of the supported devices at a time. You are logged out of deskphone or any other client if you log in to another Avaya IX™ Workplace Client device with

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Simultaneous mode overview

the same extension. Standalone mode is enabled when the user profile is set to Basic user or Mobile Worker with the “Enable Desktop/Tablet VoIP client” option selected, and Avaya softphone license is available. Note that Standalone mode does not support the “Enable Mobile VoIP client” option in the user profile.

In Simultaneous mode, you can use more than one devices at a time, along with the deskphone. You are not logged out of deskphone or any other device if you log in to another Avaya IX

™

Workplace Client with the same extension. Simultaneous mode is enabled when the user profile is set to Office, Telecommute, or Power user with the appropriate “Enable Desktop/Tablet VoIP client” or “Enable Mobile VoIP client” option selected.

With Simultaneous mode, you can:

• Hear simultaneous ringing on all the logged-in devices when a call is made to your extension.

For example, the deskphone and other simultaneous clients.

• Answer a call from any of the logged-in devices.

• Transfer call to any of your devices.

Device support for Simultaneous mode

In parallel with your deskphone, you can use your extension with one of the following supported devices:

Note:

When you are logged in to a device from any of the following categories and then you log in to another device within the same category, then the existing device displays a message indicating that you will be logged out from it. At a time, you can remain logged in to only one device of a category.

• Any one of following desktop or tablet VoIP clients:

- Avaya IX™ Workplace Client for Windows

- Avaya IX™ Workplace Client for Mac

- Avaya IX™ Workplace Client for iPad

- Avaya Communicator for Windows

- Avaya Communicator for iPad

• Any one of following mobile VoIP clients:

- Avaya IX™ Workplace Client for Android

- Avaya IX™ Workplace Client for iPhone

- Avaya one-X® Mobile for iOS

- Avaya one-X® Mobile for Android

• Any one of the following WebRTC-based clients:

- Avaya Communicator for Web

- Avaya IP Office Web Client

- IP Office Web Collaboration for Windows

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Avaya IX™ Workplace Client for IP Office overview

- IP Office Contact Center Web User Interface

Simultaneous mode limitations

Support on other devices

• Some devices do not support Simultaneous mode. You might be able to log in to these

devices using the same extension that you used to log in to your Avaya IX™ Workplace Client. However, other Simultaneous mode functionality, such as the ability to answer a new call or join an existing call, might not work properly.

• If you simultaneously subscribe Simultaneous mode devices for Presence Services and

publish to the presence state, Presence Services aggregates the presence state across multiple devices.

• Presence states are supported only between Avaya IX™ Workplace Client only, and not

between an Avaya IX™ Workplace Client and another client type.

Video escalation

• When more than one device is on a call, you cannot escalate the call to video. If additional

devices drop from the call and only one device remains on the call, you can escalate that call to a video call.

• When a second device joins a video call, the video screen becomes blank.

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Chapter 3: Avaya IX™ Workplace Client

Top of Mind

Find someone

Next Meetings

No more meetings today! Now you can get some work done :)

Messages

History

Your recent calls will appear here

Workplace Meetings

Go to My Meeting Portal

Spaces Sign in / Sign up

navigation

The following images display the Top of Mind screen of the Avaya IX™ Workplace Client on mobile and desktop devices. You can access the various settings of Avaya IX™ Workplace Client through the Top of Mind screen as mentioned in the table following the images.

Mobile client

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Avaya IX Workplace

Top of Mind

name or number

Next Meetings

No more meetings today! Now you can get some work done :)

Messages

History

Your recent messages will appear here

Your recent calls will appear here

Workplace Meetings

New Conversation

Spaces Sign in / Sign up

Go to My Meeting Portal

Avaya IX™ Workplace Client navigation

Desktop client

No. Name Description

1 Dialpad Access the dialpad to make an audio or video call.

Table continues…

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No. Name Description

2 Menu Access the following screens from the Avaya IX™ Workplace

Client menu:

• Top of Mind

• Favorites

• Contacts

• History

• Messages

• Meetings

• Features: Only on mobile clients

You can also manually configure the settings, access your voice mail messages, and exit from the Avaya IX™ Workplace Client application.

3 Top of Mind Access the settings for configuring the layout of the Top of Mind

screen.

4 Presence status indicator Access the incoming and outgoing calls settings. You can also

configure your presence status and message, and sign out from the Avaya IX™ Workplace Client application.

5 Search Search for a contact.

You can start an instant messaging conversation by typing the messaging address.

6 Next Meetings, Messages,

History, and Equinox Meetings

• Join Avaya IX™ Workplace Client and Spaces meetings with one touch and view your meeting calendar.

Note:

You cannot click to join an Avaya IX™ Workplace Client meeting from your calendar. However, if you are using the Avaya IX™ Workplace Client add-in for Microsoft Outlook, you can click to join from the meeting invitation.

• Respond to the latest messages and view your active conversations.

• Return important missed calls and view your call activity.

• Start a meeting, join an Avaya IX™ Workplace Client meeting, log in to Spaces or open the Spaces dashboard, and go to your meeting portal.

The Workplace Meetings area is applicable if you are using only Avaya IX™ Workplace Client Conferencing.

Related links

Viewing the Avaya IX Workplace Client tutorial on page 18 Icons on page 18

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Avaya IX™ Workplace Client navigation

Shortcut keys for Avaya IX Workplace Client for Mac and Windows on page 20

Viewing the Avaya IX™ Workplace Client tutorial

Procedure

1. In the Avaya IX™ Workplace Client settings, select Support.

2. Do one of the following:

• On mobile clients: Select Tutorial.

• On Avaya IX™ Workplace Client for Windows: Select Open Tutorial.

• On Avaya IX™ Workplace Client for Mac: Select Show Tutorial.

3. Select one of the following:

• Skip or Skip Tutorial: To exit the tutorial.

• Next: To view the next screen.

• Back or Previous: To view the previous screen.

• Done: To finish viewing and exit the tutorial.

Related links

Avaya IX Workplace Client navigation on page 15

Icons

Avaya IX™ Workplace Client displays the following icons on the various screens:

Presence status

Button

Name Notes

Available

Busy

Away

Offline

Do not disturb

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History screen

Button Name Notes

All History View your complete call history.

Incoming Calls

Missed Calls

Outgoing Calls

Voicemail View your voice mail messages.

Send All Calls Send all calls to voice mail.

Incoming Calls screen

Button Name Notes

Send All Calls Send all calls to voice mail.

Icons

Outgoing Calls screen

Button Name Notes

VoIP Call Calls are made using Wi-Fi or your cellular data.

My Desk Phone Calls are made using your desk phone.

Dialpad icons

Button

Name Notes

Dialpad Opens the Dialpad.

Redial

Audio Call

Video Call

Clear

General icons

Button

Name Notes

Settings

Table continues…

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Avaya IX™ Workplace Client navigation

Button Name Notes

Audio Call

Mute Audio Call Audio is muted during the call.

Speaker

Video Call

Stop Video Call Video is stopped during the call.

Block camera

Resume Call

Hold Call Call is placed on hold.

Instant Messaging

Email Email is sent to a contact using the native email

Add

application.

End Call

Merge Call Active call is merged with the held call.

Alert

Information

Related links

Avaya IX Workplace Client navigation on page 15

Shortcut keys for Avaya IX™ Workplace Client for Mac and Windows

You can access the following functionality in the desktop clients by using keyboard shortcut keys:

Function

Open Dialpad command + D Ctrl + D

Avaya IX™ Workplace Client for Mac

Avaya IX™ Workplace Client for Windows

Table continues…

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Shortcut keys for Avaya IX™ Workplace Client for Mac and Windows

Function Avaya IX™ Workplace Client for

Mac

Open Keypad while on a call command + D Ctrl + D

Dial from clipboard option + W Alt + W

Search for someone

Answer a call option + command + A Alt + Ctrl + A

End a call option + command + E Alt + Ctrl + E

Mute toggle control + M Ctrl + M

Hold toggle shift + control + H Ctrl + H

Transfer a call option + command + T Ctrl + T

Navigation

Select the Top of Mind tab shift + command + T Alt + T

Select the Favorites tab shift + command + F Alt + F

Select the Contacts tab shift + command + C Alt + C

Select the History tab shift + command + H Alt + H

Select the Messages tab shift + command + I Alt + I

Select the Meetings tab shift + command + M Alt + M

F3 F3

Avaya IX™ Workplace Client for Windows

Related links

Avaya IX Workplace Client navigation on page 15

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Chapter 4: Setting up Avaya Equinox

System requirements and interoperability

For the latest and most accurate compatibility information for Avaya IX™ Workplace Client, use the Compatibility Matrix tool on the Avaya Support website at https://support.avaya.com/

CompatibilityMatrix/Index.aspx.

Ensure that your mobile device or desktop system includes the latest OS updates. Your system must have the latest vendor supplied drivers, specifically for:

• Headsets

• Cameras

• Display adapters

Mobile clients

Security certificates on mobile devices

Avaya IX™ Workplace Client requires security certificates to establish connections with various servers. If you are using a certificate signed by one of the major certificate authorities such as Verisign, you do not need to install anything. The built-in system certificates are enough. However, the administrator must include the certificate in the private trust store.

The administrator might provide a web address, send you an email, or provide the certificate using other mechanisms. Install the certificates on your device using the procedure specified by your device manufacturer.

Note:

If you manually install the certificates, you must enable a screen lock on your device so that the device has a minimal level of security.

If you are using Avaya IX™ Workplace Client on Avaya Vantage™, do not install any certificates manually. The certificates are automatically installed when you provide the file server path in Settings > Wireless & networks > > More > File Server on Avaya Vantage™.

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For detailed information about server certificates and security for Avaya IP Office, see IP Office Platform Security Guidelines at https://downloads.avaya.com/css/P8/documents/101039408.

Installing Avaya IX™ Workplace Client on mobile devices

About this task

Use this procedure to install Avaya IX™ Workplace Client on your mobile device.

Note:

If you do not want to receive notifications from Avaya IX™ Workplace Client, you can disable the notifications on your mobile device. The notifications are controlled by the operating system on your mobile device rather than any application. The exact method of disabling notifications varies on each mobile device.

Procedure

1. On the mobile device for:

• Android: Open the Play Store application.

Mobile clients

• iOS: Open the App Store application.

2. Search for Avaya IX™ Workplace Client.

3. Select the entry for Avaya IX™ Workplace Client.

4. Install Avaya IX™ Workplace Client.

5. After the installation process is complete, select Open.

6. Accept the terms of the license agreement and the message to not use Avaya IX Workplace Client to make emergency calls.

Android permissions

After you install and open Avaya IX™ Workplace Client for Android, you must configure a few permissions for Avaya IX™ Workplace Client to work properly. Permissions are categorized into required and optional.

To use Avaya IX™ Workplace Client, you must provide the required permissions at a minimum. To get the best user experience, you must provide all permissions. For example, permission to record audio and to make and manage phone calls is mandatory for Avaya IX™ Workplace Client to function properly. Permission to provide access to your contacts, calendar, and camera is optional.

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Setting up Avaya Equinox

Desktop clients

Security certificates on desktops

The administrator might provide a web address, send you an email, or provide the certificate using other mechanisms. Install the certificates on your desktop using the procedure specified by your desktop manufacturer.

For the Avaya strategy on server certificates, see Updating server certificates to improve end-user security and client user experience at https://downloads.avaya.com/css/P8/documents/

100180626.

For detailed information about server certificates and security for Avaya IP Office, see IP Office Platform Security Guidelines at https://downloads.avaya.com/css/P8/documents/101039408.

Installing Avaya IX™ Workplace Client on desktops

About this task

Use this procedure to install Avaya IX™ Workplace Client desktop clients. The administrator can also install Avaya IX™ Workplace Client desktop clients using a command line option.

Before you begin

• Ensure that your Windows or Mac device meets the following minimum hardware requirements:

- Dual-core processor

- 2 GB of RAM

- 1.5 GB free hard disk space

• Get the location of the Avaya IX™ Workplace Client build for Windows or Mac from your administrator.

• Download the build to your desktop.

• For Avaya IX™ Workplace Client for Windows, ensure that:

- Windows 7 computer, Windows 8 computer, Windows 10 computer, Windows Server 2008, Windows Server 2012, or Windows Server 2016 has Microsoft .NET Framework 4.5 or a later version.

- Microsoft Visual C++ Redistributable for Visual Studio 2017 package is installed.

• For Avaya IX™ Workplace Client for Mac, ensure that Mac OS is 10.11 or a later version.

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Opening the Avaya IX™ Workplace Client application for the first time

Procedure

1. On the desktop for:

• Windows: Double-click the Avaya Equinox Setup XXX.msi file.

• Mac: Double-click the Avaya Equinox–XX.dmg file.

2. Accept the terms of the license agreement, select the default values, and complete the installation.

By default, the Windows installer installs Outlook Plugin. Additionally, the Windows installer installs Web Extension on Microsoft Internet Explorer and Mozilla Firefox.

Note:

Outlook Plugin uses the language of the Microsoft Office suite and Web Extension uses the language of the web browser.

(Optional) On Avaya IX™ Workplace Client for Windows, if you do not want to install

3. Outlook Plugin and Web Extension by default:

a. Select the Custom setup type.

b. Disable the Outlook Plugin and Web Extension installation, and complete the

installation.

Opening the Avaya IX™ Workplace Client application for the first time

About this task

Use this procedure after you install Avaya IX™ Workplace Client and open it for the first time.

If you have an account, you can configure Avaya IX™ Workplace Client and log in to Avaya IX Workplace Client. Alternatively, you can just join a meeting.

• To join a meeting, select Join a Meeting.

Note:

To join a meeting, you must be subscribed to the relevant services, such as Avaya Equinox® Meetings Online.

• To configure your account, select Configure my account.

Automatic configuration overview

You can configure the Avaya IX™ Workplace Client settings automatically by using your email address or the automatic configuration web address.

™

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Setting up Avaya Equinox

If you type your email address and the DNS check:

• Is successful, the automatic configuration file is downloaded. If the administrator has provisioned more than one environment, you must choose an environment before the automatic configuration file is downloaded.

• Fails, your email address is automatically searched in the following accounts and in the following priority:

1. Avaya Cloud Services

2. Avaya Equinox® Meetings Online

By using Avaya Cloud Services or Avaya Equinox® Meetings Online, if the automatic configuration file is:

• Found in the URL, the automatic configuration file is downloaded.

• Not found in the URL, you must enter a web address or manually configure the application.

If the automatic configuration file is found in the web address, the automatic configuration file is downloaded.

In both instances, if the administrator has provisioned more than one environment, you must choose an environment before the automatic configuration file is downloaded.

If the automatic configuration file that is downloaded does not include your credentials for the various services, you must manually enter your credentials to log in to each service.

You might be able to view further screens related to Avaya Cloud accounts depending on whether:

• Your Avaya Cloud account exists for Avaya Cloud Services and Messaging.

• The administrator has enabled the Avaya Cloud Account setting for your account.

You can additionally configure your account to use the Avaya Equinox® Meetings Online service.

Configuring Avaya IX™ Workplace Client settings automatically

About this task

Use this procedure if you have an Avaya IX™ Workplace Client account and want to sign in to Avaya IX™ Workplace Client. You can configure the Avaya IX™ Workplace Client settings automatically using your email address or the automatic configuration web address. This configuration option is applicable only for IP Office Release 11.0.5 deployments.

For automatic configuration of the Avaya IX™ Workplace Client, the administrator can choose IP Office or any other web server.

You cannot use this procedure on Avaya IX™ Workplace Client on Avaya Vantage™ because the Avaya IX™ Workplace Client settings are automatically configured when you provide the file server path in Settings > Wireless & networks > More > File Server.

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Using the Avaya IX™ Workplace Client menu

Before you begin

• Ensure that Avaya Cloud Authorization service is enabled in IP Office Web Manager.

• Ensure that a unique identity is configured for the user in IP Office Web Manager.

• Ensure that the user has a valid Avaya Cloud Services account.

• If the administrator has set up the correct DNS records, you can automatically configure Avaya IX™ Workplace Client using your email address. Else, you can get the automatic configuration web address from the administrator.

Procedure

1. On the Avaya IX™ Workplace Client select Configure my account

You can configure your account in one of the following ways:

2. (Optional) To use your work email address for auto discovery:

a. In the Email field, type your email address and select Next.

b. Choose the enterprise environment that you want to use and select Next.

3. (Optional) To use the automatic configuration web address for auto discovery:

Select Options and Settings ( ).

b. Select Use a web address.

c. In the Web Address field, type the web address and select Next.

Avaya IX™ Workplace Client displays the Avaya Cloud Services login screen.

4. Depending on what the screen displays, do one or more of the following:

• If the automatic configuration file includes support for OAuth and if your Avaya Cloud account exists, type your credentials for Avaya Cloud Services and select Sign In. However, if you close the page without performing OAuth authentication, Avaya IX Workplace Client displays the login screen to enter your extension and password.

• If you have an account on Google, Office365, Salesforce, or Avaya, select the corresponding icon to log in to Avaya Cloud Services with your account credentials.

• If the automatic configuration file does not include Avaya Cloud Authorization configuration for the various services, manually enter your credentials to log in to each service.

5. Select Next.

Avaya IX™ Workplace Client configures the settings automatically.

™

Using the Avaya IX™ Workplace Client menu

Procedure

1. On mobile clients, on the Top of Mind screen, select .

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Setting up Avaya Equinox

2. To view a screen, select the corresponding option:

• Top of Mind

• Join Meeting

• Favorites

• Contacts

• History

• Messages

• Meetings

• Features: Only on mobile clients

• Exit: Only on Avaya IX™ Workplace Client for Android

Avaya IX™ Workplace Client on Avaya Vantage™ does not display this option.

Manual configuration of Avaya IX™ Workplace Client settings

You must configure the Avaya IX™ Workplace Client settings in the Services screen manually if you are not using automatic configuration. For more information, see page 39.

The following sections describe how to manually configure and update all client settings. You might need to restart Avaya Equinox® after you manually configure or update the client settings.

Avaya IX™ Workplace Client Top of Mind screen

Avaya IX™ Workplace Client displays the Top of Mind screen as the home screen. You can use the Top of Mind screen to:

• Join Avaya IX™ Workplace Client and Spaces meetings with one touch and view your meeting calendar.

Note:

Services settings on

• Respond to the latest messages and view your active conversations.

• Return important missed calls and view your call activity.

• Start a meeting, join an Avaya IX™ Workplace Client meeting, log in to Spaces or open the Spaces dashboard, and go to your meeting portal.

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Manual configuration of Avaya IX™ Workplace Client settings

The Workplace Meetings area is applicable if you are using only Avaya Equinox Conferencing and not Avaya Aura® Conferencing.

Configuring the layout of the Top of Mind screen

About this task

Use this procedure to configure what you want to view on the Top of Mind screen. For example, you might choose to view the meeting calendar and meeting room details, but hide call history and messages.

Procedure

1. On the Top of Mind screen, select the Top of Mind filter.

2. (Optional) If the Top of Mind switch is disabled, select Top of Mind. Otherwise, go to the

next step.

3. Do the following:

• To hide your meeting information, in the Next Meetings area, select Hide.

• To configure the number of meetings to be displayed on the Top of Mind screen, select

Auto or Full Day.

If you select Auto, the number of meetings displayed depends on the Avaya IX Workplace Client logic. If you select Full Day, Avaya IX™ Workplace Client displays the meetings for the current day.

™

• To configure the calendars that you want to display, select Calendars to show and

select the option for the corresponding account.

• To hide your messages, in the Messages area, select Hide.

• To hide your call history, in the History area, select Hide.

• To hide your meeting room details, in the Workplace Meetings area, select Hide.

• To view the default layout on the Top of Mind screen, select Reset Layout to Default.

Using the Top of Mind screen

About this task

Use this procedure to perform most of your daily activities in the enterprise.

• Start typing the name of the contact or the contact details that you want to look for in the following field:

- On mobile clients: find someone

- On desktop clients: name or number

Avaya IX™ Workplace Client displays the contacts that match the search text.

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Setting up Avaya Equinox

• In the Next Meetings area, you can select the following:

: To view additional meetings.

- A meeting: To view more information about the meeting.

or : To join the Avaya IX™ Workplace Client meeting.

To view both the audio and video options for a meeting entry, on Android devices, you must press and hold a meeting entry. While on iOS devices, you must swipe to the right on a meeting entry.

You can join a meeting using this option only if the conference bridge number is in the Tel: URL format. For example, tel:+16135959132. You must include this format in the Location field or the Body area of the email.

: To join the Spaces meeting by using the Spaces application only on mobile devices or

the default browser.

For best experience, the default browser must be WebRTC compliant.

• In the Messages area, you can select the following:

: To view all your active conversations.

- A conversation: To view more information about the conversation.

• In the History area, you can select the following:

: To view the complete call history.

- A call: To view more information about the call.

or : To call the number.

• In the My Meeting Room area, you can select the following:

- Start My Meeting: To start your meeting.

- Workplace Meetings: To join a meeting. By default, Avaya IX™ Workplace Client saves

the details of your last meeting.

- Spaces Dashboard: To open the Spaces dashboard.

If you are not logged in to Avaya Cloud Services, you must sign in to Spaces. If you do not have an account, you must sign up for Spaces.

- Go to My Meeting Portal: To view the portal where you can configure your virtual room

and other settings.

Configuring the display preferences

About this task

Use this procedure only on desktop clients to configure the functionality of the Avaya IX Workplace Client main window when you select X on the main window.

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