Fixing Wrong Time on Your Avaya Phone: Complete Step-by-Step Guide

Why Your Avaya Phone Is Showing the Wrong Time

If every phone in the office is showing the wrong time, the fix isn't on the phones themselves. Avaya phones display whatever time the phone system tells them, and the phone system gets its time from a source you configure. Change that source, and every phone corrects itself automatically.

The right fix depends on which Avaya system you're running. This guide covers the three most common: IP Office, Partner ACS, and Merlin Magix.

First: Identify Which System You Have

The fix depends on which Avaya system you're using. IP Office systems control time centrally through admin software, while Partner ACS and Merlin Magix systems are programmed directly from the phone using feature codes.

A quick way to tell:

• Avaya IP Office: the system has a software management tool called IP Office Manager, and phones are typically J100, 9600, or 1600 series models

• Avaya Partner ACS: an older system programmed entirely from the phone; extensions 10 and 11 are the admin phones

• Avaya Merlin Magix: another older system with a dedicated System Program menu on the console phone

Fixing the Time on Avaya IP Office

IP Office has two methods: automatic sync via a time server (recommended), or manual adjustment from a phone.

Method 1: Automatic via SNTP (Recommended)

This is the permanent fix. The system syncs its time automatically and stays accurate without any manual adjustments.

Step 1: Open IP Office Manager and receive the configuration from the system.

Step 2: Click on System in the left panel, then select the System tab.

Step 3: Set Time Setting Config Source to SNTP.

Step 4: Enter a time server address in the SNTP field. If you run a Windows network, pointing IP Office at the Primary Domain Controller keeps the phone system in sync with all other devices automatically. Simply enter the PDC's IP address as the SNTP server. If no local server is available, use 0.pool.ntp.org.

Step 5: Confirm the Time Zone is set correctly for your location.

Step 6: Click Save, then Merge to push the change to the system.

The time on all phones will update within a few minutes. If it doesn't, check that your firewall allows outbound UDP traffic on port 123. This is what SNTP uses to reach an external time server.

Method 2: Manual Adjustment From a Phone

Use this when no time server is available or when a quick one-time correction is needed.

Step 1: Open IP Office Manager and receive the configuration.

Step 2: Set Time Setting Config Source to None.

Step 3: Click User, then select the user at the phone you'll use for the adjustment.

On the User tab, change System Phone Rights from None to Level 2. Click OK, then Save and Merge.

Step 4: At the phone, press the Feature key.

Step 5: Press the down arrow until Phone User appears on the display. Press Select.

Step 6: Press the down arrow until System Admin appears. Press Select.

Note: Select System Administration, not Self Administer; they are two different options, and using the wrong one will not show the time settings.

Step 7: Press the down arrow until Time appears. Press Select or OK.

Step 8: Enter the correct time in 24-hour format using the keypad. Use the * key for the colon. Press Done when finished.

Step 9: Navigate back and select Date to correct the date if needed. Enter in DD/MM/YY format using * or # as separators.

Fixing the Time on Avaya Partner ACS

Time changes on the Partner ACS must be made from Extension 10; if you try from another extension, the programming menus won't appear.

Step 1: Go to Extension 10.

Step 2: Press Feature, then dial 00.

Step 3: Press the Left Intercom button twice.

Step 4: To set the time: press #, then dial 103.

Step 5: Enter the time in 24-hour format. For example, enter 1430 for 2:30 PM.

Step 6: To set the date, press #, then dial 101. Enter the date in MMDDYY format.

Step 7: Press Feature, then dial 00 to save and exit.

If the display doesn't update immediately, wait 30–60 seconds for the change to take effect across all phones.

Fixing the Time on Avaya Merlin Magix

To change the time on a Merlin Magix system, press Menu, then System Program, then Exit or Start. Press System, then Time. Enter the time in HHMM format, for example, 1430 for 2:30 PM, then press Enter. Press Back or Home to exit.

To set the date on the same system, follow the same path but select Date instead of Time. Enter the date and confirm with Enter.

Why the Time Keeps Coming Back Wrong

If you correct the time and it resets again within hours or days, one of these is the cause:

• SNTP source is set, but the server is unreachable — the system silently fails to sync and drifts back. Check the server address and confirm port 123 is open on the firewall.

• Time zone not set — SNTP provides UTC time; without a time zone configured, phones display the wrong local time even when the sync is working correctly.

• DST not enabled — phones showing a one-hour offset even though the time appears correct is almost always a Daylight Saving Time rule or time zone setting at the system level, not an incorrect time entry.

• Manual time set, but SNTP still active — if the system is still configured for automatic time updates, any manually set time will be overridden on the next automatic update. To prevent this, set the SNTP server address to 0.0.0.1 to disable automatic updates before making a manual change.

Quick Reference by System

• IP Office — automatic — IP Office Manager > System tab > Time Setting Config Source = SNTP > enter server > set time zone > save and merge

• IP Office — manual — Set source to None > grant user System Phone Rights Level 2 > Feature key > Phone User > System Admin > Time > enter in 24hr format

• Partner ACS — Extension 10 > Feature 00 > Left Intercom twice > # 103 > enter time in 24hr format > Feature 00 to save

• Merlin Magix — Menu > System Program > System > Time > enter in HHMM format > Enter to save

Still Showing the Wrong Time?

If the time keeps drifting, DST adjustments aren't applying correctly, or the SNTP configuration isn't taking effect, a qualified Avaya support provider can identify the root cause and get it corrected permanently.