Frequently Asked Questions

• Why is a Sold To Number Required?
  
  A Sold To Number is required to determine you are an Avaya customer. In order to download Firmware/Software patches from http://support.avaya.com you must have a valid customer account with Avaya. A Sold To Number is also required to determine Firmware/Software specific to your installed equipment base.
  
• Where do I locate my Sold To Number?
  
  A Sold To Number is required to determine you are an Avaya customer. Your Sold To number is listed in the upper right corner of your invoice. Former Nortel customers can also use the NT SiteID/AV Sold To Lookup Tool to locate their Avaya Sold To number.
  
• How do I obtain help associating my Sold To Number's?
  
  Please contact avayaaccess@avaya.com for assistance. You may also contact the Avaya IT Helpdesk at 1-866-AVAYA-IT.
  
• Why can't I download all software available?
  
  The Firmware/Software available to you is based on the equipment records for your location. You can only download software for equipment you have purchased from Avaya. In addition, some downloads require a warranty, post warranty or Software Support Plus Upgrades to download.
  
• What if my equipment records are incorrect?
  
  If your equipment was purchased through an authorized Avaya Business Partner, Reseller or Distributor please contact your Business Partner to verify Pre-Registration was completed appropriately for your products. A valid Pre-registration is required to access Software and Firmware Downloads. If the BusinessPartner, Reseller or Distributor believes that Pre-Registration was done correctly, please ask them to escalate to the Registration team at the BusinessPartner Care Center at 1-800-225-0266.
  
  If you are an International Customer, please contact your Business Partner, Distributor or Reseller to ensure your product is appropriately registered prior to writing to Avaya.
  
  If your equipment was purchased from Avaya, Please Call Avaya Sales for all service agreement inquiries.
  
  Visit the "Download Center Support Contacts" section of this help page to view contacts.
  
  
• Why do I see software I am not entitled to download?
  
  Certain Avaya Firmware/Software requires an active Warranty or Post-Warranty Maintenance or Software Support plus Upgrades agreement with Avaya. Avaya will be prompted to enter your Sold To number when downloading Service Packs or Upgrades on the following products:
  
  Application Enablement Services 4.0 and greater
  Avaya one-X Communicator 1.0 and greater
  Avaya one-X Mobile 1.0 and greater
  Avaya one-X Portal 1.0 and greater
  Call Center 5 and greater
  Communication Manager 5.0 and greater
  Communication Manager Express 5.1 and greater
  Communications Process Manager 2.0 and greater
  Converged Network Analyzer (CNA) 4.0 and greater
  Customer Interaction Express 1.0 and greater
  Customer Service Editions (CSE) 1.0 and greater
  Distributed Office 1.1 and greater
  Event Processor 2.0 and greater
  IQ 4 and greater
  Integrated Management - All Applications 5.0 and greater
  Interaction Center R7.1 , 7.1 and greater
  Interactive Response 3.0 and greater
  Meeting Exchange Enterprise Edition R5.0 and greater
  Meeting Exchange Express Edition 1.5 and greater
  Meeting Exchange for IBM Lotus Sametime 7.5.1 and greater
  Message Networking 3.1 and greater
  Modular Messaging 3.1 and greater
  MultiVantage Express R2.0 and greater
  Operational Analyst 7.1 , R7.1 and greater
  Proactive Contact 4.0 and greater
  Voice Portal 4.0 and greater
  
  Attention Avaya BusinessPartners: You will also be prompted to enter a Sold To number of your end user customer. The customer must grant your Link ID access to their Sold To number through Avaya Access.
  
• What if my download was unsuccessful?
  
  If you have made several unsuccessful attempts please submit a support request for technical assistance. If the download does not launch when clicked upon please contact Avaya IT Helpdesk at 1-866-AVAYA-IT.
  
• After downloading, my software would not load/was corrupt. What can I do?
  
  You may attempt to download Firmware/Software a second time. If you have made several unsuccessful attempts please contact Global Support Services for Technical Support.
  
• I cannot find the link to download the software, what do I do?
  
  For assistance navigating to software please contact Avaya IT Helpdesk at 1-866-AVAYA-IT.
  
• When I try to download a file, it has a "[1]" in the file name and the file does not work properly. What can I do when this happens?
  
  Some browsers have difficulty with certain naming conventions used for Software/Firmware files. Please rename the file being downloaded to remove the bracketed number and then Save the file.
  
• Why would an Avaya customer be denied access to a download?
  
  There are several reasons customers are not entitled to downloads:
  1. The equipment is not on your Sold To record.
  2. You are accessing a download for a release you do not have on records.
  3. The download requires an active warranty, post warranty or Software Support Plus Upgrades agreement. See FAQ #6 for a list of products requiring this entitlement.
  
  For assistance in determining the exact issue please contact Avaya IT Helpdesk at 1-866-AVAYA-IT.
  Why would an Avaya BusinessPartner be denied access to a download?
  There are several reasons Avaya BusinessPartners are not entitled to downloads:
  1. If you were prompted to enter a Sold To number and were not entitled:
  
  Verify your customer has granted access to your LinkID, and verify the customer has the product on records and warranty, post warranty or Software Support Plus Upgrades on the product/release of the download. See FAQ #6 for a list of products requiring this entitlement.
  
  2. Your role may not be set up properly for access to downloads in the Product Licensing and Delivery System (PLDS) in the Avaya Access logon application. To verify your roles, please logon to http://sso.avaya.com and click "Add/Remove Roles." Make sure that the box next to "PLDS User" has a check mark or submit a request for access to that role.

Download Center Support Contacts

For assistance with registration, login, password and email issues please call Avaya IT Helpdesk at 1-866-AVAYA-IT.

• Avaya Business Partners
  
  For assistance with missing product entitlements: If you need assistance for missing product entitlements, please click on the representative for your region. Please include in your message the BP Parent Link ID number, company name, location information, contact name and Product that you feel should be included in your entitlements. We will respond to your e-mail message within two business days.
  
  
  • U.S. BusinessPartners
  • Canada ECG/GCS BusinessPartners
  • Canada SMBS BusinessPartners
  • EMEA BusinessPartners
  • Brazil BusinessPartners
  • Colombia BusinessPartners
  • Mexico BusinessPartners
  • Southern Cone BusinessPartners
  • Vecca BusinessPartners
  • APAC BusinessPartners

  For assistance with missing downloads: If you found your product, but cannot locate a specific download within your product, please contact Avaya IT Helpdesk at 1-866-AVAYA-IT. Please Note: This helpdesk cannot address missing product entitlements.

• Avaya Direct Customers
  
  For assistance with missing products: If you are missing a product in your equipment list we recommend you contact your Avaya Representative to have your equipment records investigated.
  
  US Domestic - Contact the Avaya Customer Orders, Billing and Collections group at:
  
  Dedicated - 800-852-2436
  Non-dedicated - 800-328-7833
  
  EMEA - For assistance with missing products please contact the EMEA Database Administration Group at emeapss@avaya.com
  
  For assistance with missing downloads: If you found your product, but cannot locate a specific download within your product, please contact Avaya IT Helpdesk at 1-866-AVAYA-IT. Please Note: This helpdesk cannot address equipment records discrepancies or Non-Entitled Software Issues (Downloads requiring a maintenance agreement). Please contact the Avaya Customer Orders, Billing and Collections group numbers above.

• Avaya Customers serviced by Business Partners/Distributors
  
  For assistance with missing products: If your equipment was purchased through an authorized Avaya BusinessPartner, Reseller or Distributor please contact your BusinessPartner to verify Pre-Registration was completed appropriately for your products. A valid pre-registration is required to access Software and Firmware Downloads. If the BusinessPartner, Reseller or Distributor believes that pre-registration was done correctly, please ask them to escalate to the Registration team at the BusinessPartner Care Center at 1-800-225-0266.
  
  For assistance with missing downloads: If you found your product, but cannot locate a specific download within your product, please contact Avaya IT Helpdesk at 1-866-AVAYA-IT. Please Note: This helpdesk cannot address equipment records discrepancies. Please contact your BusinessPartner directly for these issues.

• Global Contacts

  For assistance with missing products: Region Direct Authorized Channel Partners Avaya Team Telephone number and e-mail address Avaya Team Telephone number and e-mail address United States Avaya Customer Orders, Billing and Collections Group (COBC Group) Dedicated accounts - 1-800-852-2436 Non-dedicated accounts- 1-800-328-7833 Indirect (formally known as BusinessPartner Care Center (BPCC)) 1-800-225-0266 reginads@avaya.com Canada Service Agreement Team 1-800-387-4268 Option 3 vitalservice@avaya.com Same as Direct EMEA Customer Service Advocate Local in-region contact sfap-emea-prm@list.avaya.com Same as Direct CALA Brazil Colombia Southern Cone VeCCA Helpdesk - Call Receipt + 0800-701-710 + 1-800-091-1073 + 5411-4114-4440 + 1-786-331-0860 CALA Customer Care Services + 5255 5278 7781 calaccs@avaya.com APAC APAC Partner Support Helpdesk Toll Free +800 2282 9278 (All countries except India) India - Toll free + 008 0065 01243 or +65 6872 5141 partnerss@avaya.com Same as Direct For assistance with missing downloads: If you found your product, but cannot locate a specific download within your product, please contact Avaya IT Helpdesk at 1-866-AVAYA-IT. Please Note: This helpdesk cannot address equipment records discrepancies. Please contact your Global Channel Partner directly for these issues.