Frequently Asked Questions

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1 Frequently Asked Questions The following FAQ s are intended to address common questions regarding the AvayaLive Connect service. The full set of legal terms and conditions applicable to the AvayaLive Connect service can be found at under Terms of Use. Such Terms of Use shall take precedence over these FAQ responses to the extent of any conflict. General Questions: What is AvayaLive Connect? AvayaLive Connect is a cloud-based telephony solution for small and medium sized businesses. In just a few minutes, and over the Internet, AvayaLive Connect can be set up to provide the full range of telephony capabilities that your business needs for its internal and external communications without IT resources or expertise. AvayaLive Connect is offered beginning with a 30-day free trial, and then on a monthly subscription basis. There is no setup charge and no long term commitment on your part. You can add or remove users at any time through just a few clicks. Whether you have one or multiple offices, home-based or mobile employees, AvayaLive Connect works for you. The service is delivered over the Internet; is purchased, activated and managed on-line; and is independent of user location. AvayaLive Connect gives you an edge with powerful communication features. Use the AvayaLive Connect PC or Mac softphone to make and receive phone calls, or to hold internal video conferences from anywhere you have high speed Internet access. Use the AvayaLive Connect Mobile Phone Application while you are on the go to send instant messages, indicate your availability, receive and play your office voic , or control your meet-me conference bridge in real-time. This is just a small sample of what AvayaLive Connect allows you to do. Is there a free trial for AvayaLive Connect? Yes. All new customers trial the service for free for the first 30 days, independent of the number of users. Furthermore, there is no setup fee and no cancellation fee. Issue 1.0 June 27, 2012 P a g e 1

2 The Avaya IP 1220 Desktop Phone - AvayaLive Connect Special Edition is not part of the free trial the phones must be purchased upon order placement. However, if you cancel the service before the end of the free trial, you will be reimbursed for up to 5 phones as long as the phones are returned and received by Avaya within 30 days from the cancellation date of the free trial. You will be responsible for return shipping fees for all returned phones. How long does it take to activate the AvayaLive Connect service? The activation of AvayaLive Connect is automatic and happens within less than an hour of your initial registration. AvayaLive Connect is fast and easy. Just take a few minutes to register for our 30-day free trial and, in less than one hour, you will be able to make and receive calls with the AvayaLive Connect PC ormac Softphone and use the AvayaLive Connect Mobile Phone Application. Do I need a technician to install AvayaLive Connect? AvayaLive Connect is designed for ease of use and activation. You simply order the service on our website and follow the instructions. You do not need a technician or IT expertise. If you plan to use the Avaya IP 1220 Desktop Phone - AvayaLive Connect Special Edition, please note that you will need Ethernet connections to which to connect the phones. How much does the AvayaLive Connect service cost? AvayaLive Connect sells for a very attractive per user per month flat price. There are no complex packages or options just one price per user per month with all features included. Please check our main web page to see our pricing. In what countries is AvayaLive Connect available for purchase? AvayaLive Connect is available for purchase in the continental United States. The offer is currently not available in Hawaii and Alaska. Issue 1.0 June 27, 2012 P a g e 2

3 Will I have access to technical support? Absolutely. As an AvayaLive Connect customer, you have access to full technical support. You may access technical support by calling our customer support help line at or creating an e-ticket on-line in the support section of the website. Agents on our support phone line are available to answer your calls and respond to your etickets Monday through Friday from 9am to 8 pm (Eastern Time). How many lines or users can I have on one AvayaLive Connect subscription? You can have as many as 40 users on a given AvayaLive Connect subscription. Can I move my existing phone number to AvayaLive Connect? What is the process? Yes AvayaLive Connect allows you to keep your existing phone number at no extra charge. When you sign up for the service, as you select the phone number for each given line you are presented with the choice to use an existing telephone number. Simply make that choice for the relevant lines (typically you would do so for your new main business line). At that point, you are also asked to select a temporary phone number from our pool of available phone numbers for that same line this temporary phone number will allow you to use the service until your existing number is transferred from your old telephone service provider. Within two business days, an AvayaLive Connect customer service agent will contact you to get the appropriate information and signed authorization needed for the number porting process to be initiated with your old telephone service provider. It typically takes about four to six weeks for your number to be ported. Will my existing phone system be interrupted during the setup of AvayaLive Connect if I choose to port my phone number? No. AvayaLive ensures that porting your phone numbers from your current provider to AvayaLive Connect is a smooth and seamless transition. Issue 1.0 June 27, 2012 P a g e 3

4 Can I use my existing toll-free number with AvayaLive Connect AvayaLive Connect does not provide toll-free numbers, however, the provider of your toll-free generally allows you to redirect calls reaching your toll free number to any local number inclusive of a local AvayaLive Connect telephone number. Please contact the provider of your toll free phone number for more information. Can I have multiple subscriptions? You can have multiple subscriptions typically you would have multiple subscriptions if you want to manage different offices under different bills, if you manage multiple businesses. Desktop Phones: What desktop phone can I use with AvayaLive Connect? AvayaLive is offering the highly versatile Avaya IP 1220 Desktop Phone - AvayaLive Connect Special Edition. The Avaya IP 1220 phone is simple to use, robust, ergonomic and offers great voice quality. The phone includes features that are important to your business needs - including a high quality speakerphone, a mute button, a set of context sensitive keys for intuitive feature control (such as call hold and transfer), three speed dial keys configurable through a simple graphical interface, and dedicated buttons for voic , redial and conference bridge access. The phone is pre-packaged so you can start making calls within minutes of receiving the phone. All wires are pre-connected at the factory, and the phone is pre-programmed to automatically connect to the AvayaLive Connect service over the Internet and pull your user profile. The Avaya IP 1220 Desktop Phone is perfectly adapted and fully tested to work with the AvayaLive Connect service and is backed by AvayaLive Connect s support and warranty. Issue 1.0 June 27, 2012 P a g e 4

5 Can I use an Avaya IP 1220 Deskphone sold for another Avaya product (ex: BCM, CS1000, IP Office, etc.)? No your phone must be pre-configured for the AvayaLive Connect service. Only the Avaya IP 1220 Desktop Phone - AvayaLive Connect Special Edition is pre-configured specifically for the AvayaLive Connect service. Other phone models are not supported. My phone is broken and is still under warranty. What should I do? Please call our customer support line at They will take steps to request order of a replacement phone for you and provide you with an Return Merchandise Authorization (RMA) number so you can return the phone to Avaya. Do I need to pay any fee for shipping of phones? All AvayaLive phone purchases are shipped from Avaya to you free of additional charge. You are responsible for shipping fees for phone returns - whether during the free trial or during warranty. What is the shipment time for phones? Please expect approximately 10 business days for the shipping of your phones from the time of order placement. Is there a warranty for the Avaya IP 1220 Desktop Phone AvayaLive Connect Edition? Yes the Avaya IP 1220 Desktop Phone - AvayaLive Connect Special Edition comes with a 1-year warranty. Issue 1.0 June 27, 2012 P a g e 5

6 Free Trial: Is there a free trial for AvayaLive Connect? Yes. All new customers trial the service for free for the first 30 days independent of the number of users. Furthermore, there is no setup fee and no cancellation fee. The Avaya IP 1220 Desktop Phone - AvayaLive Connect Special Edition is not part of the free trial the phones must be purchased from Avaya upon order placement. However, if you cancel the service before the end of the free trial, you will be reimbursed for up to 5 phones as long as the phones are returned and received by Avaya within 30 days from the cancellation date of the free trial. You will be responsible for return shipping. Can I add users after the start of the 30-day free trial? Yes, you can add users at any time during the free trial. The new users will benefit from the free trial for the remainder of the duration of the free trial. Can I use the Avaya IP 1220 Desktop phone AvayaLive Connect Edition during the 30-day free trial period? Yes absolutely. However, you must purchase the phones on If you cancel the service before the end of the free trial, we will reimburse you for up to 5 phones as long as the phones are returned and received by Avaya within 30 days of the cancellation date of the free trial. Billing: What payment options do you accept for AvayaLive Connect? AvayaLive accepts credit card payments from all major credit cards. Issue 1.0 June 27, 2012 P a g e 6

7 Are there any activation or setup charges? There is no setup charge for AvayaLive Connect and all new customers get a 30-day free trial. When do I get billed for the AvayaLive Connect service The end date of your 30-day free trial determines your billing schedule for the AvayaLive Connect subscription service. You will receive your first invoice by electronic mail one month after the end of the 30-day free trial and then on the same date of every month thereafter (or the next closest date in the applicable month). The invoiced amount will be automatically charged to your credit card account on the same day. For example, if your 30-day free trial ends on August 16, you will receive your first invoice on September 16, and your second invoice on October 16. The subscription service is billed to you in arrears and not up-front. In the case of a phone purchase, AvayaLive invoices the phone purchase and charges the amount to your credit card when the order is placed. How do I get charged when adding users or removing users during the month? The AvayaLive Connect subscription service is billed to you in arrears on a monthly basis if some lines were added or removed during a given monthly billing period, you are only billed for the number of days that these lines were included in the subscription. What is the USF or Universal Service charge on my bill? Universal Service Fund Charges are levied by the FCC and some states to support affordable telecommunications services for a number of different groups including residents of rural areas, low-income consumers, rural health care providers, schools and libraries. On June 21, 2006, the FCC voted unanimously to require all interconnected Voice over Internet Protocol (VoIP) services that connect to the public-switched telephone network to contribute to this Fund (USF). This fee changes every quarter. Issue 1.0 June 27, 2012 P a g e 7

8 Requirements: Do I need any special network equipment in order to use AvayaLive Connect? All you need is a high speed internet connection and a router that will make the internet connection available to your PC and/or Avaya IP 1220 Desktop Phone - AvayaLive Connect Special Edition. For each of your offices with a distinct internet connection, you will need to make sure that the connection can accommodate the capacity required to transport the maximum number of concurrent voice calls expected for that office each AvayaLive Connect voice call uses approximately 90 kilobit/second of traffic in each direction. You will also need to take into account other significant traffic streams that utilize your internet connection (for example, with large attachments and downloads from the web). Can I use the AvayaLive Connect PC/Mac Softphone with any PC or Mac? You can run the AvayaLive Connect softphone on any recent PC or Mac meeting the following minimum requirements: Processor: Intel Core Duo or equivalent Operating Systems: Microsoft Windows XP Service Pack 2, Microsoft Windows Vista (32- bit and 64-bit arch), Microsoft Windows 7, Mac OS 10.5 or above Memory: minimum of 2GB of RAM Includes a USB Connector for a USB headset Can I use the AvayaLive Connect Mobile Phone Application with any iphone or Android phone? The Mobile Phone Application will work on any recent iphone or Android phone meeting the following minimum requirements: Android phone with Android v2.1 or later iphone with Apple ios 4.1+, 5.1 or later Issue 1.0 June 27, 2012 P a g e 8

9 ipad with Apple ios 4.3+ or later What headset can I use with the AvayaLive Connect PC/Mac Softphone? Any USB headset will work as long as it is compatible with your PC. We recommend that you use a good quality headset as the choice of headset can greatly influence voice quality. Do I need to change my firewall settings? In most Small Business environments, the AvayaLive Connect services will work without having to make any changes to firewall settings. However, if you have customized firewall rules, you may have to make some changes. If the AvayaLive Connect PC/Mac Softphone and/or Desktop Phone are not connecting from your office network to the service, then we recommend that you check and adjust the firewall rules as follows: Enable outbound traffic on the following ports: Port 5056 TCP & UDP Port 8443 TCP Port 5222 TCP Ports UDP If you are not certain or cannot get the AvayaLive Connect Softphone or Desktop Phone to connect, please call our customer support team at one of our technical support agents will be happy to assist you and identify the appropriate corrective change. Issue 1.0 June 27, 2012 P a g e 9

10 Features: Where can I find information about the features of AvayaLive Connect? Please visit for complete information about the AvayaLive Connect features. You will easily find: Short videos about the ordering process, the PC/Mac Softphone, the Mobile Phone Application, and the Avaya IP 1220 Desktop Phone Getting Started and User Guide documentation The AvayaLive Connect Fact Sheet In addition, this FAQ contain answers to commonly asked questions. How do I dial local calls? Please dial the full 10-digit number inclusive of the area code. Can I make international calls? The AvayaLive Connect service allows you to call anywhere in the United States and in Canada. If you need to call other countries, we recommend that you use a calling card from a carrier of your choice. Does AvayaLive Connect handle 911 emergency calls? Yes absolutely. AvayaLive Connect will use the street address configured for each phone line to route the 911 call. It is very important that each user keeps their street address current so that in the event of an emergency call being placed, the 911 call center will direct emergency resources to the right location. AvayaLive Connect users can update their street address at any time through the Settings tab of the AvayaLive Connect PC/Mac Softphone, or through the AvayaLive Connect Web User Portal. Issue 1.0 June 27, 2012 P a g e 10

11 Please note that the AvayaLive Connect service is dependent on a number of factors including the availability of a high speed internet connection, and of the local data network. For this reason, AvayaLive recommends that you always keep an alternate means of contacting 911 emergency services - for example through a mobile phone or a regular telephone line. Specific details about the availability and limitations of 911 services are contained within the AvayaLive Connect Terms of Service. Please review and familiarize yourself with the requirements and limitations related to 911 contained therein, as the AvayaLive Connect 911 services do not have the same capabilities or availability as traditional 911 services. How do I upload my avatar? AvayaLive Connect will automatically upload your avatar or picture as posted on the Gravatar service (from Automattic Inc.) for your address. This avatar picture is then visible to others on the AvayaLive Connect PC/Mac Softclient and Mobile Phone Application. You may visit the Gravatar service at: Please note that Avaya takes no responsibility for, and has no liability related to, the Gravatar service. The Gravatar service is provided to you directly by Automattic Inc. under their terms and conditions. What is my extension number? Each AvayaLive Connect users is provided a three digit extension number that allows for quick dialing between users this is your extension number. Your extension number is the same number as your user ID provided to you in your AvayaLive Connect Welcome . Can external participants join my AvayaLive Connect conference bridge? Yes, absolutely. External participants can access your AvayaLive Connect Conference bridge by dialing your AvayaLive Connect main office phone number. The caller will then either reach your AvayaLive Connect automated attendant or your live operator (depending on whether you have the automated attendant feature on or off). If callers reach the automated attendant, they will Issue 1.0 June 27, 2012 P a g e 11

12 need to dial your conference bridge extension number. If callers reach your operator, they can be transferred to your conference bridge extension. Each AvayaLive Connect user is provided with their own conference bridge and each conference bridges has its own extension number. The extension number of a given user s conference bridge is 7 followed by the user s extension number. So if your extension number is 201, your conference bridge extension number is How many conference participants can I have in one conference call? The AvayaLive Connect conference function allows as many as 25 participants or conference ports - per conference call. There is also a limit of 50 conference ports available concurrently to your entire subscription. Exceeding this limit may affect service quality. What do people see as my presence when I am connected through both the Softphone and the Mobile Application? When you are logged onto the AvayaLive Connect PC/Mac Softphone, the softphone takes precedence over the Mobile Phone Application for determining your presence. When you are not logged onto the AvayaLive Connect PC/Mac Softphone, your presence setting in the Mobile Phone Application is used. How can I set up my assistant to answer my calls? The highly flexible call forwarding functionality of AvayaLive Connect is the perfect tool for this: Define a call forward rule in AvayaLive Connect of type At the same time where the forwarded to number is that of your assistant. The phone of your assistant will ring at the same time as your phone your assistant will have the ability to answer. If neither you nor your assistant answers, the call will be directed to your voic . If your assistant is also an AvayaLive Connect user, there are additional benefits: Your assistant can judge your availability to answer calls by looking on his softphone at your presence status (available, on the phone, busy, or away) Issue 1.0 June 27, 2012 P a g e 12

13 You can judge your assistant s ability to answer the call by looking at his presence status on your softphone. Alternatively, if your assistant does not need a telephone number of their own, you can have your assistant connect a desktop phone at their desk and enter your login credentials. In this way, your assistant s phone will ring at the same time as your phone without requiring any call forward settings to be configured/ activated. Can I use my FAX machine with AvayaLive Connect? You need to connect your fax machine to a regular phone line. Alternatively you may consider the option to subscribe to one of many available on-line fax services. Cancellation: Can I cancel the service at any time? Yes. Cancellation during the free trial is immediate. Cancellation during paid subscription takes effect 14 days after Avaya receives the cancellation request. Are there any service cancellation fees? There is no cancellation fee. In case where you cancel a paid subscription, the cancellation takes effect 14 days after Avaya receives the cancellation request you will be charged for the service until the cancellation takes effect. Issue 1.0 June 27, 2012 P a g e 13

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