5 Essential Steps for Avaya Troubleshooting

Charlotte Miller

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Avaya—a technology company specialising in business communications—provides tools, services, and products to help businesses around the world form stronger connections with customers.

Avaya’s enormous range includes contact centre management services, unified communications, phones, cloud services, and digital devices such as headsets and video conference systems.

While these services provide invaluable support for businesses, sometimes, things don’t go as planned. If you’re having trouble with Avaya troubleshooting, here are five essential steps to follow as you search for a solution.

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  • Check your connections

If you’re dealing with any of the following issues, your first point of call should be to check your connections.

  • Poor audio quality
  • Unwanted noise or static
  • Choppy audio or voices cutting out

These types of issues normally arise because of a bad connection or low bandwidth. For example, if you experience static and excess noise when using a headset, check your headset connection and ensure it is secure.

Poor audio quality, gabled speech, or voice cut-outs normally occur because of a poor network connection or low bandwidth. You could try checking your cable connections—or replacing old, worn-out cables—but the most likely culprit is your internet speed.    

You can improve your internet speed by finding a stronger network signal. If you’re using WiFi, try switching to an ethernet or cellular connection.

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  • Check your call volume

Voice echo is one of the most commonly reported issues from Avaya phone users. The usual cause is sound travelling between the microphone and speaker, causing an audio loop.

Troubleshoot this problem by placing your hand over the handset’s microphone, preventing it from picking up sound. If the echo stops, it means your volume is set too high. Reduce your volume to see if the problem resolves—if not, the customer (or person on the other end) may need to adjust their volume.

  • Search your call details and records

If you’re having trouble finding the source of your issue, check your call details and records. Using specialised software, you can access data and metrics such as:

  • Call path details
  • VoIP call signalling
  • Jitter
  • Latency
  • Packet loss
  • IP SLA operation details

This information can provide you with a strong starting point for troubleshooting possible network issues.

  • Check device performance stats

Using network performance monitoring software, you can access detailed and useful metrics, including:

  • CPU utilisation
  • Memory utilisation
  • Interface status
  • Latency
  • Response time

If simple troubleshooting steps aren’t solving your problem, look to these metrics to identify where the issue lies.

  • If all else fails, reset and restart

If you’ve tried all of the above steps, and your Avaya system still isn’t functioning as expected, a refresh may be the solution. Unplug any earphones or headsets, restart your devices, and sign out of your Avaya app.

Once you’ve signed back in and reset all of your devices, give the above troubleshooting steps another try.


Avaya systems and services are invaluable for businesses hoping to connect effectively with customers. If your products aren’t working as expected, follow the above steps to quickly return to smooth functionality and streamlined communication.