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Project Update

The deployment and migration of handsets to the new telephone system in staff offices is almost complete. This new system will pave the way for Unified Communications bringing together voice, messaging, telephone conferencing and integrated voicemail and email, transforming the way we work at UCD.

Here you will find FAQs, handset user guides and contact information if you require assistance with the new telephone system.

Telephone Handset FAQs

Telephone Handset FAQs

What is my phone password?
You can find this password in InfoHub under My Profile/View Telephone Password.

My phone's number is incorrect
If your extension number is incorrect you need to log-out of the phone (select Menu icon / Applications / Log out) and login using your extension number for the Username and your extension's password.

I do not know my phone password
If you do not know your extension password you can contact IT Services to retrieve it: Phone: 01 716 2700 or go to the Get Help section at www.ucd.ie/ithelp 

How do I login to my phone?
You can login to a phone using your extension number for the username and your extension's password. There is no need to move phones if moving office location. You can view your phone's password on Infohub under My Profile and clicking on View Telephone Password .

How do I logout of a phone?
You can logout of any extension number by selecting the Menu icon / Applications / Log out

How do I login to voicemail?
You can login to your voicemail by dialling 2000 from your phone and entering your voicemail password when prompted. If you do not know your voicemail password you can contact the IT Helpdesk by phone: 01 716 2700 or go to the Get Help section at www.ucd.ie/ithelp 

When I lift the receiver I see "phone is only available for dialling emergency numbers" message
This message is visible if your phone is not logged in.

After dialling a number I see an "Experiencing Signal Delays" message
If you see "Experiencing Signal Delays" you should just wait one moment for the call to connect.

I have two offices with different numbers, can I use one number for both?
Yes, you can login with the same number in multiple locations. If logged in in two locations concurrently, calls to your number will ring on both phones and connect to the one that you answer.

I am experiencing poor audio on calls
If you experience poor audio or crackling noise on a call check that your network cable from the phone to the network point on the wall appears connected correctly and in good condition. If the issue persists please contact the IT Helpdesk by phone: 01 716 2700 or go to the Get Help section at www.ucd.ie/ithelp 

How do I access voicemail?
To access your messaging mailbox dial 2000 from your handset and enter your 8 digit voicemail password when prompted. If you are using another phone to your own after dialling 2000 press * and enter your extension number followed by your voicemail password when prompted.

I receive a "that is an invalid mailbox" message when trying to access voicemail
You can receive this message if you did not use your 4 digit phone number when asked to enter your mailbox number or if your extension does not yet have a voicemail account set-up. You can request activation of voicemail by contacting the IT Helpdesk by phone: 01 716 2700 or go to the Get Help section at www.ucd.ie/ithelp 

I'm having difficulty setting a new voicemail password
When you login to your voicemail for the first time it will prompt you to set a new password. This password needs to be 8 digits and must not have consecutive numbers such as 12345678 or 11223344.


The Avaya Workplace softphone application facilitates remote working, enabling you to connect to the UCD telephone system from anywhere remotely and use your 4-digit UCD telephone extension as if you are in the office. You will be able to make and receive calls from your Windows 10 or Mac OS 10.x laptop or PC.

The softphone application also allows you to set your availability to take calls and access voicemail. The application can be logged-into and logged-out of as required. The new software is available to download from Software Download for staff in UCD Connect.

Softphone FAQs

What are the system prerequisites for the Avaya Workplace softphone?

Avaya softphone only works on Windows 10 Enterprise and Professional 32 /64-bit operating systems & Apple MacOS 10.x and above.

There is no Linux version.

Where can I find the software?

The Software is available via staff Software Download in UCD Connect.

Can I login with my UCD Connect or personal email address?

No, the Avaya Workplace Softphone is just licenced for UCD Staff with @ucd.ie addresses.

I can’t login or the software gives me the error message “Check your auto configuration credentials and try again”?

The problem with this example is there is no domain information, you need to put @ucd.ie at the end of your UCD Connect username.

I hear audio feedback on the line when using the Avaya Workplace softphone?

This may happen if you use a built in mic and speaker in your device as the mic is picking up the audio and replaying it back. We recommend the use of a microphone headset to remedy this problem.

The Avaya Workplace softphone in call volume is low?

The audio settings in the softphone is set too low. To get to the settings click on the settings cog in the top right corner of the app. This will open another dialog box, under user preferences you will see Audio/Video settings. Click on Audio/Video and here you will see the audio settings for the application, ensure the volume levels are set to a high enough level.

Does my home broadband speed effect the Avaya Workplace softphone?

The speed of home broadband is a factor with audio issues. If the you have low download and in particular low upload speed on your broadband this will affect audio quality. This issue is outside the remit of IT Services and you should talk to your broadband suppler.

Are there call charges when using the softphone?

Call charges do apply when using the softphone, calls are charged at the normal rates as the desk handsets.

Can I ring outside numbers with the softphone?

Yes, when using the Avaya Workplace softphone simply dial 9 for an outside line and dial the number as you would normally.

I cannot dial an outside mobile or international number?

This may be due to access restriction with your number; please contact us via the UCD IT Support Hub.

Support Hub Homepage

Further Support

The UCD IT Support Hub is where you can log a call with our UCD IT Helpdesk team, find an answer in our Knowledge Base of articles, or request an additional service or access.

UCD IT Services

Computer Centre, University College Dublin, Belfield, Dublin 4, Ireland.

Contact us via the UCD IT Support Hub: www.ucd.ie/ithelp