1. Getting Started: Login and Registration
1.1. Why do I need to register for Avaya Access?
Avaya Access allows customers and Partners to establish a single secure login and password to gain access to important Avaya applications and protected sites such as http://support.avaya.com.
1.2. Do all new customer and Partner users have to register for Avaya Access?
If you require access to a protected Avaya site or application, you must be registered with Avaya Access. New users can register by completing the online registration form:
• From https://sso.avaya.com: click on the link ‘Sign Up’.
• From http://support.avaya.com: click on the link ‘Register Now’.
1.3. What information do I need to have to register for Avaya Access?
Your valid corporate e‐mail address. Using Gmail, Yahoo, Hotmail, or other generic domains delay the approval process for new registrants as additional verifications are needed.
• For Partners, a Link ID is needed.
What is a Link ID and how do I find my Link ID?
A Link ID is a unique identifier for authorized Avaya Partners. It allows an authorized Avaya Partner to be associated with their end customer’s Sold To numbers. If you are an authorized Avaya Partner and do not know your Link ID, send an e‐mail to partnerhelp@avaya.com.
What if I am an Avaya Authorized Partner associated with Heritage Nortel?
You will need to know your Link ID. Contact partnerhelp@avaya.com to ask for your Link ID.
• For Customers, an Avaya Sold To Number is needed.
What is a Sold To Number (ST) or Functional Location (FL) number?
A ‘Sold To’ or Functional Location refers to an Avaya account number for a specific customer location. It can be found on your invoice in the upper right corner.
You can also contact your Account Manager or CSM to know your ST number.
If you’re receiving services from an Authorized Partner, you’ll need to contact your Partner.
What if I am a former Nortel Customer?
For Heritage Nortel customers you’ll probably have a Legacy Nortel Site ID, when registering select ‘ID Type = Legacy Site ID’, and put your Nortel Site ID.
1.4. How do I use my Sold To Number?
You will be prompted to input or select a Sold To number if you are using the applications on the Avaya Support Web site and other protected sites. For example, when you create a Service Request on the web, the application needs to know the address, contact information, etc., to create the Service request. This information is stored against your Sold To account number.
1.5. How long will it take for me to get my Avaya Access?
Once you have completed the registration form, your Company Administrator will have to validate and approve your request. If there is no Company Administrator, an Avaya Access Administrator will need to validate your information. You will receive an e‐mail once your registration has been processed.
1.6. While I’m waiting for my Avaya Access approval, will I be blocked from accessing the portal?
While your request for Avaya Access is pending approval you will be able to view general information on the Avaya Support Web site. Until you are approved, you will not be able to access protected sites to create tickets, access and process downloads, etc.
1.7. Upon registration I receive a message stating that my e‐mail address is already registered with Avaya, what should I do?
First, go to https://sso.avaya.com and click on the link ‘Forgot Password?’.
If your e‐mail address and security answer are accepted, you will receive an e‐mail with a link to setup a new password.
If the Avaya Password Recovery process failed, please contact the Avaya IT help desk.
The Avaya help desk contact numbers are available from the Login ‘Forgot Password?’ page by region.
1.8. How can I change my contact information?
Once you are a registered user with Avaya Access you can manage your own profile.
• From https://sso.avaya.com: log in and update your profile from the ‘Toolbox’.
• From http://support.avaya.com: log in and then select ‘My Profile’.
1.9. If I start working for a different company, can I still use my existing login to access the Avaya Portal?
No, if you leave one company and are now employed by another Company, you will need to re‐register with the new company e‐mail using the new company domain name:
• Customers will need to register with the new company Sold To account information.
• Partners will need to register with the new company Link ID.
1.10. How can I change the e‐mail address that I use to login to Avaya Access?
If your e‐mail address is different now because you are working for another company, then you need to re‐register with the new company e‐mail and associated account information.
If you are not changing companies, then you can change your e‐mail address from your Avaya Access profile. Continue to use your old e‐mail address to login to Avaya Access until you receive confirmation that your new e‐mail address was successfully processed.
Once the change has been processed, you will receive an e‐mail and you will be able to log in with your new e‐mail address and existing password.
If your company is changing the domain name, then contact your Avaya Account Manager to coordinate this activity for all impacted users.
1.11. How can I get assistance if I forgot my password?
Go to https://sso.avaya.com, click on the ‘Forgot Password?’ link and you will be directed to the Avaya Password Recovery process.
1.12 Support page / Avaya Access – No Relationship users
No Relationship users do not have access to any ST, as they are not Customers, neither authorized Partners.
If you happen to have registered as No Relationship user, you will not see a Sold To Numbers tab because you do not have any associated Sold To numbers.
- If you're now a Customer, you should then follow these steps to request access to a Sold To number:
> Login to Avaya Access and go to profile:
> From the Avaya Support site: http://support.avaya.com:
> If you are not already logged in, click SIGN IN.
> From the Login page: enter e‐mail address and password, then click SUBMIT.
> Click “Profile” under the Welcome message.
> Profile information is displayed under the Information tab, along with a Toolbox section that allows user to make changes to his profile.
> From the Toolbox, select “Request User Type.”
> Enter a Sold To location number for your company.
> Click NEXT.
The request will then be routed to Company Administrator (if there’s one in place) or and Avaya Access Administrator for approval.
Once approved, if you require additional STs,access the ‘Guide to Managing Your Avaya Access Profile for Customers and Partners’ (https://support.avaya.com/css/P8/documents/100078297 ) and read Page 5.
IMPORTANT: This option is not available for users registered as No Relationship that later become Partners. In that case, user will need to self-register again using his Link ID.
2. Information about Sold To Administration and Link IDs
2.1. How do I know the Sold Tos associated to my profile?
A Sold To (ST) number is an account number with Avaya for a specific location. In order to access account information for a location, your profile must be setup to access the location-specific Sold To number.
If you have recently registered as a customer on the Avaya Support web site, you entered at least one Sold To number to complete that registration.
If you have been a user on the Avaya Support web site for some time you may also have one or more Sold To numbers associated with your login.
In order to know which ST numbers you have associated and which you can request, please access the Guide to Managing Your Avaya Access Profile for Customers and Partners and go to Page 5.
NOTE: If you are a Customer, and you don’t see the numbers that you need, please contact IT regional Helpdesk numbers to report the issue.
If you are a Partner, and you don’t see your End User ST number, please follow the Delegated Sold To Administration process, explained here.
Clients (BPs and Customers) can also use the Sold-To Lookup tool which will display the Sold To's associated to their SSO login (note this view will not display Sold Tos that can be requested):
2.2. What do the STs that I have listed as ‘Your numbers’ allow me to do?
Those STs are the ones that you’ll be able to use for the self-service tools that require a ST number, such as: ‘Create Service Request’, ‘Service Request Alerts’, ‘PLDS’, etc.
2.3. What is a Company Administrator?
Your company can designate one or more individuals as a ‘Company Administrator’ to manage Avaya Access requests and profiles for all the users in your company.
If your company has a designated Company Administrator, all the requests or changes to your profile will automatically be routed to your Company Administrator for approval. Otherwise the requests will be routed to an Avaya Access Administrator for approval. In either case, you will receive an e‐mail once your request has been processed.
Company Administrators will review and approve all the request types, and will also be able to deactivate users who no longer work in the Company.
2.4. What is a Sold to Administrator?
A Sold To Administrator is responsible for determining who is allowed access to their Avaya account information. A Company can have one or more ST Administrators.
2.5. How can I request Sold to or Company Administrator permissions?
Access your Profile:
Login/sign in to: http://support.avaya.com, then click ‘My Profile’ or
Login to: https://sso.avaya.com.
The Avaya profile manager will be launched in a new window.
From the Information Toolbox section of your profile, select ‘Request User Access Type’.
a. Select the desired User Access Type.
b. Click SAVE.
If your request was for a:
• Higher security level, a message is displayed informing you that your request was sent for approval. You will receive an e‐mail once your request has been processed.
• Lower security level, a message is displayed that your user access type has been successfully updated. You will be sent to the Login page to re‐enter Avaya Access at your new security level.
2.6. What else can I do by accessing the Toolbox that is part of my Profile?
You can also:
• Edit your Contact Information - Name, phone number, and e-mail address.
• Edit your Address Information - Address and FAX number.
• View or Request Roles - This displays the application(s) that you have (or can request) permissions to access by selecting a specific role for the application. If the role you requested requires approval, you will receive an e-mail once your request has been processed.
• Request User Type - This can only be changed if you are currently registered with ‘No Relationship’ type specified. This will allow you to establish a Customer relationship with Avaya.
For step-by-step information, please access the Guide to Managing Your Avaya Access Profile for Customers and Partners.
2.7. By giving a user of my company or Partner access to my Sold To information, what kind of information can they access?
Granting access to Sold To location information allows an individual to potentially manage your software licenses and downloads, receive Case Status Alerts, request Health Check reports, request an Avaya Software Compatibility Audit, turn on or off Manage Alarms, and view Web Tickets on your company’s behalf.
Customers who want an Avaya Partner to manage their Avaya account information on their behalf will need to follow the Delegated Sold To Administration process, explained here.
2.8. What if I buy a product directly from Avaya, but utilize a System Integrator as my Managed Service Provider? Who would have access to the files for downloads?
You will need to authorize and request that your sites become associated to the System Integrator’s Link ID. This will allow your System Integrator to access the software downloads, open tickets on your behalf, etc.
Please follow the instructions listed in the ‘Delegated Sold To Administration’ section on the portal.
2.9. If I am an Authorized Avaya Partner, how can I ensure all my customers are linked to my Business Partner Link ID?
Authorized Avaya Partners can look up the list of Sold To accounts associated with their Link ID by accessing the Business Partner Sold To Lookup tool.
Note: make sure that you’re logged in the Support page, before accessing this link.
2.10. As an Authorized Avaya Partner, if my customers are not all listed, how can I add them?
Please follow the instructions listed in the ‘Delegated Sold To Administration’ section on the portal.
2.11. Can multiple Link IDs be listed as ‘servicing’ Partners against a single customer Sold To?
Yes, multiple Link IDs can be associated with a single Customer Sold To location. For example, one Partner can service the customer’s Communication Manager and another Partner can service the Messaging. However, both Partners will see all of the information.
3. How to report Issues
3.1. Customers or Partners experiencing issues, errors, etc., please contact IT Helpdesk, at:
• US: +1 866 282 9248
• EMEA: +44 1483 309800
• Canada and CALA: +1 720 444 0130
• APAC +65 6872 8700
• Germany: +49 69 7505 1234
- Partners can also create tickets at: www.avaya.com/partner-itss
In all cases, please include:
• Application or tool in trouble: when possible mention the link
• Description of the issue
• Description of error message received
• The email address of the user/s affected
4. Miscellaneous
4.1. Does my Avaya Access have any impact on logging on to the Virtual Private Network (VPN)?
No, logging into VPN is not impacted by your Avaya Access login.
4.2. How does Avaya Access impact my ability to access Avaya’s Product Licensing and Delivery System (PLDS) to manage software licenses and downloads?
Partner users self-registered after April 1st, 2012, have the PLDS role activated by default.
Registered Customer users can request this role on their Avaya Access profile.
If you are already a registered user, access your Avaya Access profile at https://sso.avaya.com.
• If you are not already logged in, login with your e‐mail address and password.
• From the ‘Toolbox’, select ‘View/Add Role’.
- Select ‘PLDS User’.
- Click ‘Save’.
• You’ll only be able to access licenses in PLDS for the STs that you have associated to your profile.
4.3. How can I find out more about Avaya’s Product Licensing and Delivery System (PLDS)?
For more information on PLDS:
• Customers can go to http://support.avaya.com/licensinganddownloads
• Partners can go to https://sales.avaya.com/en/general/apld-plds-training-for-partners
• To report issues: please contact IT Helpdesk at the regional numbers listed in this Document.
