Telecom Guides & How-Tos

Below is a list of general walkthroughs and guides on how to use our products and services.

Expandable List

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.

Your phone must be logged in with a valid extension in order to receive calls. If the phone is not logged in, you will see a prompt on the display screen to “Enter Username”. Please note, this is NOT your voicemail password.

  • Enter your 5-digit extension as the username, and then press the ‘OK’ button.
  • The cursor will then move into the “Password” field. Enter the PIN and then press the ‘OK’ button.

If you need to retrieve your PHONE LOG IN PASSWORD, please email : telecom@mcmaster.ca

If you know your PHONE LOG IN PASSWORD and would like to RESET the password, you must be connected to McMaster’s VPN, click here:  https://phonepin.mcmaster.ca/selfprovisioning/

  1. Enter (your extension, not your email address) xxxxx@uts.mcmaster.ca  & then password, and click Login.
  2. Once logged in, Select Profile Type: SIP, enter current password, then enter the new password.
  3. Click Submit

EMERGENCY & CRISIS (On-Campus Only)

  • On-Campus Emergency: Dial 88
  • Hamilton Police Services: Dial 9 + 911
  • McMaster Security: Dial 911
  • National Crisis Helpline: Dial 9-8-8

MESSAGING & VOICEMAIL

  • Voicemail Access: Dial 22993
  • From off-campus: Dial 905-525-9140 ext. 22993.

Express Messaging

  • Dial 22995 ~ Use this to leave a message directly in a mailbox without ringing the recipient’s phone.

INTERNAL DIALING

  • Extension to Extension: Dial the 5-digit extension

HHSC Dialing (University / HHSC)

  • Dial the 5-digit HHSC extension

EXTERNAL & LONG DISTANCE

  • Local Calls: Dial 9 + area code + number.

Wide Area Calling (WAC) ~ Unlimited Calling to Canada & Continental U.S.

  • Coverage: Includes Canada and the U.S. (not including Alaska, Hawaii, or Northwest Territories)
  • Availability: WAC is enabled on all extensions. If you are unable to dial out, please contact telecom@mcmaster.ca
  • Dialing Instructions: Dial 9 + 1 + area code + number.

International Long Distance

  • Dialing Instructions: Dial 9 + 011 + country code + city code + number
  • After the tri-tone, enter your LD PIN + #.

Note: LD PINs are required for International dialing only (calls outside of the WAC coverage area).

Additional Information
For technical support or assistance with your campus phone line, please reach out to the Telecommunications team at telecom@mcmaster.ca.

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:

Information Box Group

McMaster Softphone ~ Avaya Workplace Features SOFTPHONE FEATURES

Check out the McMaster Softphone ~ AVAYA Workplace features for Desktop & Mobile

Desk Phone Features View Phone Features

To see a full breakdown of available phone features, please follow the link below.

View FAQ's View FAQ's

To view general FAQ’s, please follow the link below

Voicemail (Avaya Aura Messaging AAM) Quick Guide

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