Stay Connected, Your Way: Introducing the Avaya Workplace Softphone
As a McMaster employee, your phone options go beyond the desk! The Softphone (Avaya Workplace) is your office phone, everywhere you are.

What is a Softphone?
It’s an application that turns your computer, mobile, or tablet into a fully functional deskphone. Make and receive calls using your McMaster number from any internet-connected location.

• Complete Flexibility:  Use a traditional deskphone or the softphone app—whichever fits your work style and location.
• Privacy First:  Your personal mobile number stays private. All calls display your official McMaster phone number on caller ID.
• Seamless Remote Work:  Effortlessly dial, receive, and manage calls from home or while traveling.
• Easy Calling:  Create a personalized phonebook and quickly dial colleagues using the Faculty & Staff Directory.
• Advanced Features:  Utilize robust tools like call forwarding, voicemail-to-email, conferencing, and more.
• 24/7 UTS/Telecom Support:  Our services are part of McMaster’s 24/7 supported infrastructure, ensuring constant assistance.
• HD Audio Quality:  Enjoy crystal-clear conversations with superior HD Voice Quality.

Ready to Get Started?
1.  Download the application here

2.  Need Login Help? If you require assistance with your PHONE LOGIN credentials, please email us at telecom@mcmaster.ca.

My desk phone says username and password?  What do I do?:  You need the extension (as the username) and a phone password (this is not your voicemail password) to log in to the set.

My desk phone has another extension logged in?  What do I do?:  You can log out the extension and then login with your own.  You need your extension (as the username) and a phone password (this is not your voicemail password) to log in to the set.

I have been using my McMaster Softphone ~ Avaya  Workplace, while working from home, and my phone is logged out on campus?:  You must enter the same credentials to log in as you did with the softphone.  The credentials are the same.

I don’t remember my password and/or extension.  Who do I contact?:  You can email:  telecom@mcmaster.ca or submit a ticket

My phone says: Acquiring Service.  What does that mean?:  There has been a few updates to the phones, and perhaps some power outages.  First thing to do is, if possible, unplug the set.  Check to see if it reboots and you can enter your credentials.  If not, contact us at:  telecom@mcmaster.ca

My phone says:  EMERGENCY CALLS ONLY.  What does this mean?:  This means that your phone is NOT logged in.  It can only dial out for security.  If you need to make other calls, your phone needs to be logged in.

EMERGENCY (DIALING ON CAMPUS ONLY):

• 88

911 or Security Services (DIALING ON CAMPUS ONLY):

• 9 + 911 – Hamilton Police Services
• 911 – McMaster Security

CRISIS HELPLINE:

• 9-8-8

Internal (Extension to Extension)

• Dial 5 digit extension

Internal HHSC Dialing  (University Calling a HHSC Extension & HHSC Calling University Extension):

• Dial the 5 digit HHSC extension

Local Calls

• Dial 9 + local area code + number

Wide Area Calling (formerly 86) ~ This is UNLIMITED CALLING. 

What is WAC?  It is unlimited Area Calling for North America, Canada & US (not including Alaska, Hawaii & Northwest Territories)

• Dial 9 + 1 + area code + number

Long Distance

• Dial 9 + 1 + area code + number, after tri-tone, enter your LD PIN, #

International Long Distance

• Dial 9 + 011 + country code + city code + number, after tri-tone, enter your LD PIN, #

1.  Simple Requests (Connection Issues, General Inquiries)

For quick, non-urgent matters like basic connectivity checks or general information requests:

• Email us at: telecom@mcmaster.ca

2.  Urgent Issues (Outages, Service Down)

For urgent problems with a Telecommunications service, software, or hardware:

• Call the Service Desk directly at: x24357

3. Formal Reporting (Complex Problems, Requests)

To formally report a complex issue or request new service:

• Submit a Ticket: Use the link below. Please ensure you include all information in the ticket: Telecommunications Services Issues