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Avaya IP Office

Avaya IP Office is one of the most common small and mid-sized business phone systems in the UK. Many "it's broken" reports turn out to be routing: a call follows a rule nobody expected. These guides find which rule, safely, before anything is changed.

Avaya 9611G IP desk phone (9600 series)
Avaya 9611G IP desk phone (9600 series). Photo: hystiff, CC0, via Wikimedia Commons.
Avaya J159 IP phone, wall-mounted (J100 series)
Avaya J159 IP phone, wall-mounted (J100 series). Photo: Nielsoncaetanosalmeron, CC BY 4.0, via Wikimedia Commons.

New here? Start with Calls not reaching the right people. If you're deciding whether to keep the system, read IP Office 500 V2: support status and options for UK owners and Repair, upgrade or replace your IP Office?.

Avaya IP Office faults usually come from settings, not hardware, so these guides start with what callers experience and work back to the rule that caused it. Routing guides cover incoming call routes, hunt groups, time profiles, voicemail and menus. Line guides cover SIP trunks, one-way audio and dropped calls. Handset guides help you identify your phone and fix start-up problems.

If you're weighing up the system's future, the lifecycle guides explain what the IP500 V2 support status means, how to look inside the configuration safely, and how to compare keeping, upgrading and replacing on fair terms. Every guide names the stage of the call path it covers, so you can move between them easily.

Interactive

How a call travels through IP Office

Press a stage, or let it play. Each one links to the guide for that part of the call.

See it happen

IP Office: where to start

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IP Office: call routing

Interactive diagnosticCalls not reaching the right peopleWrong person, nobody rings, or calls fail: find the stage in four questions.DiagnosticHunt group not ringing, or ringing the wrong peopleMembership, ring mode, service mode and member status, checked in order.Reference + animationIncoming call routes: how matching and fallback workHow IP Office picks a destination for each number dialled.DiagnosticNight service or time profile not switchingOut-of-hours handling that starts too early, too late or never.GuideCalls going to voicemail too soon or at the wrong timeNo-answer time, forwarding and the voicemail fallback.GuideAuto attendant sends callers to the wrong placeMenu actions, default actions and out-of-hours menus.

IP Office: lines and call quality

DiagnosticSIP trunk down or not registeringWhen every call fails: line, network, registration and carrier.Guide + animationOne-way audio or no audio on callsWhy one side can't hear, and the network settings behind it.GuideCalls dropping after a few minutesUse the exact time a call drops to find the cause.

Avaya phones and handsets

HubAvaya desk phone guides: find your modelIdentify your handset and find its official user guide.GuideHow to forward calls on an Avaya desk phoneForwarding types, how to check them, and how they cause misrouting.DiagnosticAvaya IP phone stuck on Discover or not getting an addressPower, network, address, then call server: four checks in order.GuideReset an Avaya phone safelyRestart, clear or factory reset: what each one changes.

IP Office: lifecycle and decisions

Dated referenceIP Office 500 V2: support status and options for UK ownersWhat the support status means for you, and your options.Decision guideRepair, upgrade or replace your IP Office?A fair comparison: keep, upgrade, 3CX, Teams Phone or hosted.GuideIP Office Manager: read-only checks before you change anythingLook safely: what to open, what to note, what never to save.GuideBack up your configuration safely before any changeThe one habit that makes every other fix reversible.

Free infographics for this topic

One-page summaries of each guide, free to print, pin or share with credit. Click one to open its guide, where you can download the PNG.

Infographic: Where did that call go?How to forward calls on an Avaya desk phoneInfographic: Find the right Avaya phone guideAvaya desk phone guides: find your modelInfographic: Phone stuck on Discover?Avaya IP phone stuck on Discover or not getting an addressInfographic: Which reset do you need?Reset an Avaya phone safelyInfographic: IP500 V2: keep, upgrade or replace?IP Office 500 V2: support status and options for UK ownersInfographic: Menu sending callers the wrong way?Auto attendant sends callers to the wrong placeInfographic: Keep, upgrade or replace?Repair, upgrade or replace your IP Office?Infographic: When do your calls drop?Calls dropping after a few minutesInfographic: Hunt group not ringing? 4 checks.Hunt group not ringing, or ringing the wrong peopleInfographic: How an incoming call finds its wayIncoming call routes: how matching and fallback workInfographic: Look inside IP Office safelyIP Office Manager: read-only checks before you change anythingInfographic: Night service not switching?Night service or time profile not switchingInfographic: One side can't hear?One-way audio or no audio on callsInfographic: Calls going to the wrong person?Calls not reaching the right peopleInfographic: Every call failing?SIP trunk down or not registeringInfographic: Voicemail too soon, or never?Calls going to voicemail too soon or at the wrong timeInfographic: Back up your phone system firstBack up your configuration safely before any change