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Avaya phone upgrade necessitates reboot of system over 24-hour period

Emergency services and call centers have implemented workarounds to mitigate potential impacts

Users of the Virginia Tech Avaya phone system (which includes desk and office phones, computer-based phone applications, voicemail, conferencing systems, and call centers across Virginia Tech’s campuses) should be aware that they may experience a short disruption in their ability to make or receive calls between 6 a.m. on Saturday, Nov. 20, 2021 and 5 a.m. Sunday, Nov. 21, 2021. The changeover has been scheduled to begin after business hours to minimize disruption. Non-Avaya communications services (Zoom, Microsoft Teams, etc.) are not included in this change.

Users do not need to take any action, but may notice the reboot in progress. For each phone, the change should be completed in less than 15 minutes while phones are logged out and automatically re-registered. In addition, Network Infrastructure & Services (NI&S) will be making a number of system-wide changes during this 24-hour period, which will create periodic phone service disruptions. 

During the upgrade, 4Help (540-231-4357) and VT directory assistance (540-231-6000) will not be able to receive phone calls. For IT support and Division of IT related help requests, please visit and submit an incident online. 4Help will respond to incidents as they are received, but will not be able to check or respond to voicemails during this time. Directory assistance can be accessed at using the search option.

If you have an emergency, please call 911 from a non-university phone. Contact with VT emergency services (police, rescue, etc.) will not be disrupted.

This upgrade will position the university to support new features and capabilities, in addition to providing important security and reliability improvements. If you have questions, please contact NI&S customer service at


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