Avaya IP Office

How Voice Logica connects

IP Office registers a SIP Line to Voice Logica (way 1). Voice Logica creates the trunk and gives you a server, a username and a password.

• Calls IP Office sends out on this line group are answered by the AI agent.
• The agent transfers callers back over the same line; an Incoming Call Route rings the extension.

Before you start

• SIP Trunk Channels licences for the simultaneous calls (License → SIP Trunk Channels). A Warm transfer uses two until it connects.
• Manager at the same version as the IP Office software.

1. Create the connection in Voice Logica

Telephony - Trunks - Connect your PBX, pick Avaya IP Office and the agent. Keep the dialog open until it says Connected.

2. Add the SIP Line in Manager

1. Right-click Line → New → SIP Line. Note its Line Group ID.
2. SIP Line tab: ITSP Domain Name = the server.
3. Transport tab: ITSP Proxy Address = the server, Layer 4 Protocol UDP, Send Port 5060.
4. SIP Credentials: add User name and Authentication Name = the username, Password = the password, Expiry 60 minutes, Registration required ticked.
5. VoIP tab: Codec Selection G.711 A-law first; DTMF Support = RFC2833.
6. Merge and save the configuration.

3. Send calls to the agent

A short code or ARS entry that dials out on this Line Group ID. Point an auto-attendant option, a hunt group overflow or an after-hours route at it.

4. Let the agent transfer back to extensions

An Incoming Call Route for this Line Group ID, with the extensions as destination (or by incoming number). Then, in Voice Logica, add the extensions as transfer destinations: an External destination with the extension number, or a User with that extension. Use Warm transfer.

5. Check it works

• The dialog says Connected; System Status → Trunks on IP Office shows the line in service.
• Dial the short code from an extension: the call appears in Calls.