> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.uponai.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Connect Avaya via SIP Trunking
> Integrate UponAI with Avaya Aura using SBCE as the SIP border element.
Customers on enterprise or paid support plans can contact [support@uponai.com](mailto: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**.
## UponAI SIP Details
| Setting | Value |
| --------------------- | --------------------------------------------------------------------------- |
| SIP Server URI | `sip.retellai.com` |
| IP ranges | `18.98.16.120/30` (all regions), `143.223.88.0/21`, `161.115.160.0/19` (US) |
| Recommended transport | TCP (also supports UDP and TLS/SRTP) |
| Supported codecs | PCMU (G.711 µ-law), PCMA (G.711 A-law), G.722 |
***
## Step 1: Firewall Considerations
**Allow inbound to SBCE A-side from UponAI IP ranges:**
| CIDR Block | Coverage |
| ------------------ | ------------------ |
| `18.98.16.120/30` | All regions |
| `143.223.88.0/21` | Certain US traffic |
| `161.115.160.0/19` | Certain US traffic |
**Ports to open on SBCE A-side (from/to UponAI):**
| Protocol | Port | Purpose |
| --------- | ---------- | ---------------- |
| TCP / UDP | 5060 | SIP signaling |
| TCP | 5061 | SIP over TLS |
| UDP | 1024–65535 | RTP / SRTP media |
**Ports to open on SBCE B-side (toward Session Manager):**
| Protocol | Port | Purpose |
| --------- | ---------- | -------------------------------------- |
| TCP / UDP | 5060 | SIP signaling to Session Manager |
| TCP | 5061 | SIP/TLS to Session Manager |
| UDP | 1024–65535 | RTP media toward Communication Manager |
***
## Step 2: Enable SIP Trunking on Avaya
**On Communication Manager (via System Manager):**
1. Log in to System Manager (`https:///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
***
## Step 3: Configure the SBCE
All SBCE configuration is done through the Avaya SBCE EMS web UI (`https:///`).
**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):
| Field | Inbound (UponAI → SM) | Outbound (SM → UponAI) |
| ----------------------- | ------------------------- | ------------------------- |
| Name | Trunk-Server | Call-Server |
| Server Configuration | Service-Provider | Avaya |
| Received Interface | Service-Provider-External | Avaya-Internal |
| Signaling Interface | Avaya-Internal | Service-Provider-External |
| Media Interface | Service-Provider-External | Avaya-Internal |
| Routing Profile | Route-to-SessionManager | Route-to-UponAI |
| Topology Hiding Profile | Service-Provider | Avaya |
***
## 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
***
## 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
***
## 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`
***
## 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. `: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.
***
## 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:**
| Symptom | Likely Cause | Fix |
| --------------------- | -------------------------------- | ------------------------------------------------ |
| 403 on inbound | SBCE rejecting UponAI IP | Add UponAI CIDRs to SBCE trusted source |
| 503 to UponAI | DNS failure or firewall blocking | Check DNS for `sip.retellai.com`, open port 5060 |
| No audio | RTP port range blocked | Open UDP media ports on firewall |
| 488 codec mismatch | No shared codec in SDP | Add PCMU/PCMA to SBCE Media Rule |
| TLS handshake failure | Missing CA cert | Import Amazon Root CA 1 into SBCE TLS store |
| Calls drop at \~30s | SIP re-INVITE blocked | Allow 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](mailto:support@uponai.com).