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Customers on enterprise or paid support plans can contact support@uponai.com for step-by-step guidance.
This guide covers connecting Avaya Aura to UponAI using Avaya Session Border Controller for Enterprise (SBCE) as the SIP border element. Architecture: 
UponAI ↔ Avaya SBCE (B1 external) | (A1 internal) ↔ Session Manager ↔ Communication Manager
The SBCE handles topology hiding, codec interworking, and security between the external UponAI SIP trunk and your internal Aura infrastructure. All configuration flows through System Manager.

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UponAI SIP Details

SettingValue
SIP Server URIsip.retellai.com
IP ranges18.98.16.120/30 (all regions), 143.223.88.0/21, 161.115.160.0/19 (US)
Recommended transportTCP (also supports UDP and TLS/SRTP)
Supported codecsPCMU (G.711 µ-law), PCMA (G.711 A-law), G.722

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Step 1: Firewall Considerations

Allow inbound to SBCE A-side from UponAI IP ranges:
CIDR BlockCoverage
18.98.16.120/30All regions
143.223.88.0/21Certain US traffic
161.115.160.0/19Certain US traffic
Ports to open on SBCE A-side (from/to UponAI):
ProtocolPortPurpose
TCP / UDP5060SIP signaling
TCP5061SIP over TLS
UDP1024–65535RTP / SRTP media
Ports to open on SBCE B-side (toward Session Manager):
ProtocolPortPurpose
TCP / UDP5060SIP signaling to Session Manager
TCP5061SIP/TLS to Session Manager
UDP1024–65535RTP media toward Communication Manager

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Step 2: Enable SIP Trunking on Avaya

On Communication Manager (via System Manager):
  1. Log in to System Manager (https://<smgr-ip>/SMGR)
  2. Go to Elements > Communication Manager > System Parameters > Customer Options
  3. Confirm SIP Trunking is set to y
  4. Confirm Maximum Administered SIP Trunks is high enough for expected concurrent calls
On Session Manager:
  • Go to Elements > Session Manager > System Status > Security Module Status
  • Verify the instance shows Registered and SIP signaling is active

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Step 3: Configure the SBCE

All SBCE configuration is done through the Avaya SBCE EMS web UI (https://<sbce-ip>/). 1. Create Server Interworking Profiles (one for Avaya side, one for UponAI side): Avaya-side profile:
  • Configuration Profiles > Server Interworking > Add
  • Name: Avaya
  • Record Route: Both Sides | Include Endpoint IP for Context Lookup: checked | Extensions: Avaya | Has Remote SBC: checked
UponAI (service provider) side profile:
  • Name: Service-Provider
  • Delayed SDP Handling: checked | Record Route: Both Sides | Extensions: Avaya
2. Add SIP Servers: UponAI server:
  • Configuration Profiles > Server Configuration > Add
  • Server Type: Trunk Server | IP/FQDN: sip.retellai.com | Port: 5060 | Transport: TCP
  • Enable SIP OPTIONS heartbeat: 30 second interval
Avaya Session Manager server:
  • Server Type: Call Server | IP: your Session Manager IP | Port: 5061 | Transport: TLS
3. Create Routing Profiles:
  • Route-to-UponAI → Server: Service-Provider
  • Route-to-SessionManager → primary + secondary Session Manager servers
4. Configure Topology Hiding — rewrites SIP headers to hide internal IPs:
  • Service Provider side: all fields to IP Domain, values Auto
  • Avaya side: override To, From, Request Line fields with your internal SIP domain
5. Create Signaling Interfaces:
  • External (facing UponAI): SBCE B1 IP, TCP port 5060
  • Internal (facing Session Manager): SBCE A1 IP, TLS port 5061
6. Create Media Interfaces:
  • External: SBCE B1 IP, default port range
  • Internal: SBCE A1 IP, default port range
7. Create Server Flows (two flows — one per direction):
FieldInbound (UponAI → SM)Outbound (SM → UponAI)
NameTrunk-ServerCall-Server
Server ConfigurationService-ProviderAvaya
Received InterfaceService-Provider-ExternalAvaya-Internal
Signaling InterfaceAvaya-InternalService-Provider-External
Media InterfaceService-Provider-ExternalAvaya-Internal
Routing ProfileRoute-to-SessionManagerRoute-to-UponAI
Topology Hiding ProfileService-ProviderAvaya

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Step 4: Configure Session Manager

In System Manager > Elements > Routing:
  1. Add SIP Entity for SBCE — Type: SIP Trunk, FQDN: SBCE A1 IP, Port: 5061, Protocol: TLS
  2. Add Entity Link — Session Manager ↔ SBCE-UponAI-Trunk, Protocol: TLS, Port: 5061, Policy: Trusted
  3. Create Routing Policy — Name: Route-via-UponAI, SIP Entity: SBCE-UponAI-Trunk
  4. Configure Dial Patterns — Map DIDs to the routing policy and internal SIP domain

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Step 5: Configure Communication Manager

Create SIP Signaling Group:
  • Group Type: sip | Transport: tcp | Far-end: Session Manager node | DTMF over IP: rtp-payload
Create Trunk Group:
  • Group Type: sip | Signaling Group: from above | Members: set to max concurrent calls
Configure Incoming Call Handling: Map DIDs to VDNs, extensions, or hunt groups Configure Outbound Routing (AAR/ARS): Add route pattern pointing to UponAI trunk group

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Step 6: TLS and SRTP (Optional)

For encrypted signaling and media:
  • Use SIP URI: sip:sip.retellai.com;transport=tls (port 5061)
  • Import Amazon Root CA 1 and intermediate CA into SBCE TLS trust store
  • Set SBCE Security Rules: TLS enabled, SRTP enabled, Cipher: AES_CM_128_HMAC_SHA1_80

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Step 7: Import the Number into UponAI

In the UponAI dashboard, go to Phone Numbers > Import Number:
  • Phone Number: E.164 format (e.g. +12137771234)
  • Termination SIP URI: SBCE A-side IP/FQDN with port (e.g. <sbce-ip>:5060)
  • SIP Username / Password: Only if digest authentication is enabled on SBCE
Assign an agent to the imported number. You can also import via the Import Number API.

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Step 8: Test and Debug

Inbound test: Call the DID externally → verify PSTN → CM → SM → SBCE → UponAI flow, check audio both directions Outbound test: Place call via UponAI dashboard or API → verify caller ID and audio quality Common issues:
SymptomLikely CauseFix
403 on inboundSBCE rejecting UponAI IPAdd UponAI CIDRs to SBCE trusted source
503 to UponAIDNS failure or firewall blockingCheck DNS for sip.retellai.com, open port 5060
No audioRTP port range blockedOpen UDP media ports on firewall
488 codec mismatchNo shared codec in SDPAdd PCMU/PCMA to SBCE Media Rule
TLS handshake failureMissing CA certImport Amazon Root CA 1 into SBCE TLS store
Calls drop at ~30sSIP re-INVITE blockedAllow mid-call SIP signaling through firewall
For unresolved issues, collect the SBCE packet capture, SM call routing test result, CM trace, and UponAI Call ID, then contact support@uponai.com.