Frequently Asked Questions

How do I log into a phone?

By default, your extension should be appearing on your own phone’s login screen. However, if you see a message stating "Enter Extension and press Enter or OK," use your 5-digit extension as your username and password to log in.

Can I log into another person's phone?

Yes. All Avaya phones allow you to log into another user's phone, which is a feature known as Guest Login. This is particularly useful if you have rotating staff using the same desk phone. To log into another phone, push the Home button, select Guest Login on the screen, and use your 5-digit extension and password to log in. By default, Guest Login will expire after 10 hours.

How do I retrieve voicemail when I am away from my desk?

When you miss a call and receive a voicemail, your new phone will automatically deliver the voicemail to your WCMC email account. The email will include an attached .wav audio file of the voicemail message. Additionally, you can call 646-962-6800 from any phone and use your 5-digit extension and password to retrieve your voicemail.

How do I set up my voicemail to go to my WCM email account?

To set up your voicemail messages so they are delivered to your phone, visit, log in with your 5-digit extension and password, and check your settings. You can also place a ticket with the Service Desk.


How do I bypass someone else’s voicemail greeting when trying to leave them a message?

Simply press ** when you hear the voicemail greeting.

How can I log back into my phone if another user is still logged in?

If you are at your own desk and see someone else’s extension still on your phone, push the Home button and scroll down on the screen to Log Out. Your extension should reappear on screen.

What kind of headsets can I use with my Avaya desk phone?

The new Avaya phones support most enterprise class headsets that come with a physical base. Note that you cannot use a Bluetooth headset with these phones unless it comes with a physical base.

ITS recommends the following headsets for the Avaya desk phone: 

Wireless headsets:

Wired headsets:

How do I transfer a call to someone's voicemail without ringing their phone?

During a call, perform the following steps:

  1. Press Transfer.
  2. Press the Message button or dial 16800.
  3. Press *.
  4. Dial the recipient's extension/mailbox number. 
  5. Complete the transfer.


How do I change my phone's password if I use the hot-desk feature and log in at other locations?

To change your password, pick up the receiver and:

  1. Enter the change password code #859 (listen for dial tone).
  2. Enter your 5-digit extension, followed by # (listen for silence).
  3. Enter your current password, then push # (listen for dial tone).
  4. Enter your new password (5 to 8 digits), then push # (listen for dial tone).
  5. Re-enter your new password, then push # (wait to hear confirmation tones).
  6. Hang up the receiver.

How do I reset my voicemail password if I forgot it?

If you've forgotten your voicemail password, please send an email to with the following information:

  • A photo of your WCM ID to verify your identity
  • Your 5-digit phone extension

Our technicians will help you reset your account to create a new password.

What is a softphone?

A softphone is a virtual phone that is accessed via a computer. While you are assigned a telephone number, you do not need a physical handset to make or receive calls. All calls can be made through your computer, so long as you have an internet connection and ITS-approved headset.

IT Glossary

Type an acronym or term you would like a definition for.