Resolving Avaya quality problems

Your Avaya is acting up currently, your call quality might be sounding poor, garbled, or maybe customers think you are doubling as a diver. No need to fear, troubleshooting Avaya call quality can be straight forward when you follow the right steps.

The first step is to open a support ticket at for your friendly neighborhood technical support team and scheduling. There are a few brief steps that you will need to complete before submitting your support ticket to help you receive the fastest support possible.

Anti-virus software and 3rd party firewalls can negatively affect voice quality. You will begin by temporarily disabling your firewall/antivirus to check if this could be causing the issues you are experiencing. We have a helpful article that will walk you through this process below.

Once you have disabled your firewall/antivirus you will need to complete a brief assessment of your internet connection to check if your connectivity could be causing these issues. We recommend taking a speed test from the following location:

Once completed you will need to attach the screenshot showing your speed test results to your support ticket.

The speed test will provide you with results for your speed, quality, and bufferbloat. Your results should indicate grades of A/B for all of the categories provided. If you receive failing grades (C, D, F) on any of the categories listed you will need to proceed with a full power cycle of your networking equipment. We have a helpful support article to walk you through this process below:

Once you have completed the power cycle please take the speed test again to check for improvements. If you continue to receive failing grades you may need to reach out to your ISP for further assistance as the issue is likely connection related.

If your speed test results are passing and you are still experiencing quality issues we recommend updating your support ticket with the steps you have followed and contacting your service leader to make them aware of the issues you are experiencing.


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  • Avatar
    Ana FELIPE

    I connect to Avaya...can hear the upcoming calls but they do not hear me. I will run the recommended procedures again.

  • Avatar
    Cynthia Steele-edwards

    I have not been able to successfully update avaya

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