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Support Help - Downloads and Documents

Help - Downloads

Relevant information and documentation pertaining to downloads.

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 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. If you are still unable to locate the Sold To number:

- Direct Customers should contact their Account Manager or Client Service Manager.

- Indirect Customers should contact their Business Partner.

- Business Partners should contact their Channel Manager or the Avaya Partner Helpdesk.

  • How do I obtain help associating my Sold To Number's?

    The Customer Authorization Tool (CAT) is available for Business Partners to submit and track Letter of Agency (LOA) and Delegated Administration requests to end Customers via an automated electronic authorization request process. Please read the CAT supporting documentation found here: and begin using this tool immediately for Sold To association requests! You may also contact the Avaya IT Helpdesk at 1-866-AVAYA-IT if you are still having issues.
  • 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 Business Partner, Reseller or Distributor believes that Pre-Registration was done correctly, please ask them to escalate to the Registration team at the Business Partner 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. You may 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 Business Partners: 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 the Customer Authorization Tool (CAT).
  • 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 Business Partner be denied access to a download?
    There are several reasons Avaya Business Partners 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 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.

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