AAfD - Migrating agents to Home-Office - FAQ

Doc ID:    FAQ116961
Version:    7.0
Status:    Published
Published date:    23 Mar 2020
Updated:    27 Mar 2020


Common Questions

What are the supported Operating Systems?

Agent computer:

  • Windows 7 Professional
  • Windows 10
  • HP ThinPro Linux: Supports only 5.0, 5.1, and 5.2
  • Apple OS X (Mac): 10.13 High Sierra, 10.14 Mojave, and Catalina 10.15
  • IGEL Universal Management Suite (UMS) 5


* This is just a quick reference. Make sure to check "Deploying and configuring Avaya Agent for Desktop" guide, Software requirements, Operating Systems Requirements (links at the end of this FAQ), for specific details.

Note: AAfD is not compatible with/not supported on Operating Systems not listed above, for example: Chromebook OS. 


In office, AAfD is connected directly to our company's Avaya Communication Manager (CM) to use H.323 station. How do we connect AAfD from Home?

CM and WebLM are most likely not exposed on the Internet. Therefore, you need a VPN connection from the remote computer to the company's internal network is necessary.

Once a VPN connection is established, AAfD will should be able to reach Avaya CM for H.323 signaling and audio path, and WebLM for licensing.


In office, AAfD is connected directly to our company's Avaya Session Manager (ASM) to use SIP station. How do we connect AAfD from Home?

ASM and WebLM are most likely not exposed on the Internet. Therefore, you need an SBC accessible on the Internet which provides a connection path to internal ASM and WebLM servers.

AAfD should be configured to connect to SBC for signalling and audio path (reaching ASM internally), and for licensing too (reaching WebLM internally).


We have a VDI environment (Citrix, AWS, ...) that provides access to our internal network and, consequently, to our ASM or CM. Can we use AAfD on VDI?

Just like One-X Agent, AAfD in "My Computer" mode is not a supported setup on virtualized environments.

AAfD may only be used for call control, not audio path. On this mode, a main phone is required and must be registered to provide the audio path.

To use AAfD as the main phone, with audio, AAfD must be installed on the host machine.


Can I change the UDP port range for UDP?

Yes, if you already have the port range configured on the Avaya backend servers (CM/ASM/SBC/...), you may override the port range on the following file:  


  • for Windows: C:\Users\<USER>\AppData\Roaming\Avaya\Avaya Agent\config.xml
  • for Mac OS: /Users/<USER>/Library/Preferences/avaya-agent/config.xml


In this file, you will find the following parameters:


Here are the steps:

  1. Before any changes, close AAfD and make sure it is not still running on System Tray.
  2. Change the parameters according to the values of your range:
    • RtpPortLow: Initial port of the Range
    • RtpPortRange: Size of the Range. It is not the Last port in the Range.
  3. Save the changes on the Configuration file
  4. Start AAfD again.


This should be adjusted to each AAfD deploy, for every agent.


We are using temporary license. Agents can reach WebLM server (ping or telnet) from their home computer but they are getting "Grace Period" message after logging in.

If WebLM is reachable, this issue usually happens when AAfD was installed with "Basic" mode, instead of "Advanced".

Then there are two options:

  1. reinstall AAfD, choosing "Advanced" and reconfigure AAfD
  2. manually change AAfD "startupconfig.ini" configuration file, setting "LicenseType" to value 2.
    • for Windows: C:\Users\<USER>\AppData\Roaming\Avaya\Avaya Agent\startupconfig.ini
    • for Mac OS: /Users/<USER>/Library/Preferences/avaya-agent/startupconfig.ini

If WebLM is not reachable, please check questions #2 or #3.


Are all Headsets compatible with AAfD?

No. There is a list of compatible headsets on "Deploying and configuring Avaya Agent for Desktop" guide, Audio Requirements, Supported headsets (links at the end of this FAQ).

Using unsupported headsets may cause problems like: audio failure, non-working/misbehaving headset buttons and others.




Please consult official product documentation for instructions to install AAfD:


For reference, AAfD


AAfD 2.0:


End User training - Avaya Agent for Desktop - User Quick Start Video



Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes.


Attachment File

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