Avaya Aura CommunicationManager 7.1 Supplement

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Solution & Interoperability Test Lab Application Notes
©2017 Avaya Inc. All Rights Reserved.
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Avaya Solution & Interoperability Test Lab
Application Notes for Avaya Aura® Communication
Manager 7.1, Avaya Aura® Session Manager 7.1, and Avaya
Session Border Controller for Enterprise 7.2 with Verizon
Business IP Contact Center (IPCC) Services Suite –Issue 1.0
Abstract
These Application Notes describe a sample configuration of Avaya Aura® Communication
Manager 7.1, Avaya Aura® Session Manager 7.1, and Avaya Session Border Controller for
Enterprise 7.2 with Verizon Business IP Contact Center (IPCC) Services suite. The Verizon
Business IPCC Services suite includes the IP Toll Free VoIP Inbound and IP-IVR SIP trunk
service offers. This service suite provides toll free inbound calling via standards-based SIP
trunks as well as re-routing of inbound toll free calls to alternate destinations based upon SIP
messages (i.e., REFER) generated by Communication Manager. The Communication Manager
Network Call Redirection (NCR) and SIP User-to-User Information (UUI) features can be
utilized together to transmit UUI within SIP signaling messages to alternate destinations via
the Verizon network. These Application Notes update previously published Application Notes
with newer versions of Communication Manager, Session Manager, and Avaya Session
Border Controller for Enterprise.
Readers should pay attention to Section 2, in particular the scope of testing as outlined in
Section 2.1 as well as any observations noted in Section 2.2, to ensure that their own use cases
are adequately covered by this scope and results.
Information in these Application Notes has been obtained through DevConnect compliance
testing and additional technical discussions. Testing was conducted in the Avaya Solution &
Interoperability Test Lab, utilizing a Verizon Business Private IP (PIP) circuit connection to
the production Verizon Business IPCC Services.

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Table of Contents
1. Introduction.................................................................................................................5
2. General Test Approach and Test Results....................................................................6
2.1. Interoperability Compliance Testing ..........................................................................7
2.2. Test Results.................................................................................................................8
2.3. Support........................................................................................................................9
2.3.1 Avaya..........................................................................................................................9
2.3.2 Verizon........................................................................................................................9
3. Reference Configuration...........................................................................................10
3.1. History Info and Diversion Headers.........................................................................11
3.2. Call Flows.................................................................................................................12
3.2.1 Inbound IP Toll Free Call with no Network Call Redirection..................................12
3.2.2 Inbound IP Toll Free Call with Post-Answer Network Call Redirection.................12
3.2.3 Inbound IP Toll Free Call with Unsuccessful Network Call Redirection ................13
4. Equipment and Software Validated..........................................................................15
5. Configure Avaya Aura® Session Manager Release 7.1...........................................16
5.1. SIP Domain...............................................................................................................17
5.2. Locations...................................................................................................................17
5.2.1 Main Location...........................................................................................................17
5.2.2 Common Location ....................................................................................................18
5.3. Configure Adaptations..............................................................................................19
5.3.1 Adaptation for Avaya Aura® Communication Manager Extensions.......................19
5.3.2 Adaptation for the Verizon Business IPCC Services................................................21
5.4. SIP Entities................................................................................................................21
5.4.1 Avaya Aura® Session Manager SIP Entity..............................................................22
5.4.2 Avaya Aura® Communication Manager SIP Entity –Public Trunk .......................24
5.4.3 Avaya Aura® Communication Manager SIP Entity –Local Trunk.........................25
5.4.4 Avaya Session Border Controller for Enterprise SIP Entity.....................................25
5.4.5 Avaya Aura® Messaging SIP Entity........................................................................25
5.5. Entity Links...............................................................................................................25
5.5.1 Entity Link to Avaya Aura® Communication Manager –Public Trunk..................25
5.5.2 Entity Link to Avaya Aura® Communication Manager –Local Trunk...................26
5.5.3 Entity Link for the Verizon Business IPCC Services via the Avaya SBCE.............26
5.5.4 Entity Link to Avaya Aura® Messaging ..................................................................26
5.6. Time Ranges .............................................................................................................26
5.7. Routing Policies........................................................................................................27
5.7.1 Routing Policy for Verizon Routing to Avaya Aura® Communication Manager ...27
5.7.2 Routing Policy for Inbound Routing to Avaya Aura® Messaging...........................29
5.8. Dial Patterns..............................................................................................................29
5.9. Verify TLS Certificates –Session Manager.............................................................31
6. Configure Avaya Aura® Communication Manager Release 7.1 .............................33
6.1. Verify Licensed Features..........................................................................................33
6.2. System-Parameters Features.....................................................................................35
6.3. Dial Plan....................................................................................................................36
6.4. Node Names..............................................................................................................36
6.5. Processor Ethernet Configuration.............................................................................37

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6.6. IP Codec Sets............................................................................................................37
6.6.1 Codecs for IP Network Region 1 (calls within the CPE) .........................................37
6.6.2 Codecs for IP Network Region 2 (calls from Verizon) ............................................39
6.7. Network Regions ......................................................................................................39
6.7.1 IP Network Region 1 –Local CPE Region ..............................................................39
6.7.2 IP Network Region 4 –Verizon Trunk Region........................................................41
6.8. SIP Trunks ................................................................................................................41
6.8.1 SIP Trunk for Inbound Verizon calls........................................................................42
6.8.2 Local SIP Trunk (Avaya SIP Telephone and Messaging Access)............................45
6.9. Contact Center Configuration...................................................................................45
6.9.1 Announcements.........................................................................................................45
6.9.2 Post-Answer Redirection to a PSTN Destination.....................................................46
6.9.3 Post-Answer Redirection With UUI to a SIP Destination........................................47
6.9.4 ACD Configuration for Call Queued for Handling by Agent...................................48
6.10. Public Numbering.....................................................................................................50
6.11. Private Numbering....................................................................................................51
6.12. Route Pattern for Calls within the CPE ....................................................................52
6.13. Automatic Alternate Routing (AAR) Dialing...........................................................52
6.14. Avaya G450 Media Gateway Provisioning ..............................................................53
6.15. Avaya Aura® Media Server Provisioning................................................................54
6.16. Save Translations......................................................................................................55
6.17. Verify TLS Certificates –Communication Manager................................................55
7. Configure Avaya Session Border Controller for Enterprise Release 7.2..................57
7.1. System Management –Status...................................................................................58
7.2. TLS Management......................................................................................................59
7.2.1 Verify TLS Certificates –Avaya Session Border Controller for Enterprise............59
7.2.2 Server Profiles...........................................................................................................60
7.2.3 Client Profiles ...........................................................................................................61
7.3. Global Profiles..........................................................................................................62
7.3.1 Server Interworking –Avaya....................................................................................62
7.3.2 Server Interworking –Verizon .................................................................................64
7.3.3 Signaling Manipulation.............................................................................................66
7.3.4 Server Configuration –Session Manager.................................................................67
7.3.5 Server Configuration –Verizon................................................................................68
7.3.6 Routing –To Session Manager.................................................................................69
7.3.7 Routing –To Verizon ...............................................................................................70
7.3.8 Topology Hiding –Enterprise Side ..........................................................................71
7.3.9 Topology Hiding –Verizon Side..............................................................................72
7.4. Domain Policies........................................................................................................72
7.4.1 Application Rules......................................................................................................72
7.4.2 Media Rules..............................................................................................................73
7.4.3 Signaling Rules.........................................................................................................75
7.4.4 Endpoint Policy Groups –Enterprise Connection....................................................76
7.4.5 Endpoint Policy Groups –Verizon Connection........................................................77
7.5. Device Specific Settings ...........................................................................................78
7.5.1 Network Management...............................................................................................78

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7.5.2 Media Interfaces........................................................................................................79
7.5.3 Signaling Interface....................................................................................................80
7.5.4 Server Flows –For Session Manager .......................................................................81
7.5.5 Server Flows –For Verizon......................................................................................82
8. Verizon Business IPCC Services Suite Configuration .............................................83
8.1. Service Access Information......................................................................................83
9. Verification Steps......................................................................................................84
9.1. Avaya Aura® Communication Manager Verifications ............................................84
9.1.1 Example Incoming Call from PSTN via Verizon IPCC to Telephone.....................84
9.1.2 Example Incoming Call Referred via Call Vector to PSTN Destination..................86
9.2. Avaya Aura® System Manager and Avaya Aura® Session Manager Verifications88
9.3. Avaya Session Border Controller for Enterprise Verification..................................89
9.3.1 Welcome Screen .......................................................................................................89
9.3.2 Alarms.......................................................................................................................89
9.3.3 Incidents....................................................................................................................89
9.3.4 Diagnostics................................................................................................................91
9.3.5 Tracing......................................................................................................................91
10. Conclusion ................................................................................................................92
11. References.................................................................................................................93
11.1. Avaya........................................................................................................................93
11.2. Verizon Business ......................................................................................................94

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1. Introduction
These Application Notes describe a sample configuration of Avaya Aura® Communication
Manager 7.1, Avaya Aura® Session Manager 7.1, and Avaya Session Border Controller for
Enterprise 7.2 with Verizon Business IP Contact Center (IPCC) Services suite. The Verizon
Business IPCC Services suite includes the IP Toll Free VoIP Inbound and IP-IVR SIP trunk
service offers. This service suite provides toll free inbound calling via standards-based SIP trunks
as well as re-routing of inbound toll free calls to alternate destinations based upon SIP messages
(i.e., REFER) generated by Communication Manager. The Communication Manager Network Call
Redirection (NCR) and SIP User-to-User Information (UUI) features can be utilized together to
transmit UUI within SIP signaling messages to alternate destinations via the Verizon network.
These Application Notes update previously published Application Notes [VZ-IPCC] with a newer
version of Session Manager, Communication Manager, and Avaya Session Border Controller for
Enterprise.
In the sample configuration, an Avaya Session Border Controller for Enterprise (Avaya SBCE) is
used as an edge device between the Avaya CPE and Verizon Business. The Avaya SBCE performs
SIP header manipulation and provides topology hiding to convert the private Avaya CPE IP
addressing to IP addressing or domains appropriate for the Verizon access method. Session
Manager is used as the Avaya SIP trunking “hub” connecting to Communication Manager, the
Avaya SBCE, and other applications.
The Verizon Business IPCC Services suite described in these Application Notes is designed for
business customers. The suite provides inbound toll-free service via standards-based SIP trunks.
Using SIP Network Call Redirection (NCR), trunk-to-trunk connections of certain inbound calls at
Communication Manager can be avoided by requesting that the Verizon network transfer the
inbound caller to an alternate destination. In addition, the Communication Manager SIP User-to-
User Information (UUI) feature can be utilized with the SIP NCR feature to transmit UUI within
SIP signaling messages to alternate destinations. This capability allows the service to transmit a
limited amount of call-related data between call centers to enhance customer service and increase
call center efficiency. Examples of UUI data might include a customer account number obtained
during a database query or the best service routing data exchanged between sites using
Communication Manager.
Verizon Business IPCC Services suite is a portfolio of IP Contact Center (IPCC) interaction
services that includes VoIP Inbound and IP Interactive Voice Response (IP-IVR). Access to these
features may use Internet Dedicated Access (IDA) or Private IP (PIP). PIP was used for the sample
configuration described in these Application Notes. VoIP Inbound is the base service offering that
offers core call routing and termination features. IP-IVR is an enhanced service offering that
includes features such as menu-routing, custom transfer, and additional media capabilities.
For more information on the Verizon Business IP Contact Center service, visit
http://www.verizonenterprise.com/products/business-communications/customer-contact-solutions/

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2. General Test Approach and Test Results
The Avaya equipment depicted in Figure 1 was connected to the commercially available Verizon
Business IPCC Services. This allowed PSTN users to dial toll-free numbers assigned by Verizon.
The toll-free numbers were configured to be routed within the enterprise to Communication
Manager numbers, including Vector Directory Numbers (VDNs). The VDNs were associated with
vectors configured to exercise Communication Manager ACD functions as well as Verizon
Business IPCC Services such as network call redirection to PSTN destinations and network call
redirection with UUI.
The test approach was manual testing of inbound and referred calls using the Verizon Business
IPCC Services on a production Verizon PIP access circuit, as shown in Figure 1.
The main objectives were to verify the following features and functionality:
Inbound Verizon toll-free calls to Communication Manager telephones and VDNs/Vectors
Inbound private toll-free calls (e.g., PSTN caller uses *67 followed by the toll-free number)
Inbound Verizon toll-free calls redirected using Communication Manager SIP NCR (via
SIP REFER/Refer-To) to PSTN alternate destinations
Inbound Verizon IP toll-free calls redirected using Communication Manager SIP NCR with
UUI (via SIP REFER/Refer-To with UUI) to a SIP-connected destination
Inbound toll-free voice calls can use G.711MU or G.729A codecs
Inbound toll-free voice calls can use DTMF transmission using RFC 2833
Testing was successful. Test observations or limitations are described in Section 2.2.
See Section 3.2 for an overview of key call flows and Section 9 for detailed verifications and
traces illustrating key call flows.
DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members. The
jointly-defined test plan focuses on exercising APIs and/or standards-based interfaces pertinent to
the interoperability of the tested products and their functionalities. DevConnect Compliance
Testing is not intended to substitute full product performance or feature testing performed by
DevConnect members, nor is it to be construed as an endorsement by Avaya of the suitability or
completeness of a DevConnect member’s solution.
Avaya recommends our customers implement Avaya solutions using appropriate security and
encryption capabilities enabled by our products. The testing referenced in this DevConnect
Application Note included the enablement of supported encryption capabilities in the Avaya
products. Readers should consult the appropriate Avaya product documentation for further
information regarding security and encryption capabilities supported by those Avaya products.
Support for these security and encryption capabilities in any non-Avaya solution component is the
responsibility of each individual vendor. Readers should consult the appropriate vendor-supplied
product documentation for more information regarding those products.

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For the testing associated with this Application Note, the interface between Avaya systems and
Verizon Business IPCC Services did not include use of any specific encryption features as
requested by Verizon.
Encryption (TLS/SRTP) was used internal to the enterprise between Avaya products wherever
possible.
2.1. Interoperability Compliance Testing
The interoperability compliance testing included the execution of test cases details in the Verizon-
authored interoperability test plan.
SIP OPTIONS monitoring of the health of the SIP trunks was verified. Both the Avaya
enterprise equipment and Verizon Business can monitor health using SIP OPTIONS.
Incoming calls from the PSTN were routed to the toll-free numbers assigned by Verizon
Business to the Avaya location. Configuration was varied such that these incoming toll-free
calls were directed to Communication Manager telephone extensions, and Communication
Manager VDNs containing call routing logic to exercise SIP Network Call Redirection.
Proper disconnect when either party hangs up an active call.
Proper disconnect when the PSTN caller abandons (i.e., hangs up) a toll free call before the
call has been answered.
Proper SIP 486 response and busy tone heard by the caller when a PSTN user calls a toll-
free number directed to a busy user or resource when no redirection on busy conditions was
configured (which would be unusual in a contact center).
Proper termination of an inbound IP Toll Free call left in a ringing state for a relatively
long duration, which again would be unusual in a contact center. In the sample
configuration, Verizon sent a SIP CANCEL to cancel the call after three minutes of ring no
answer conditions, returning busy tone to the PSTN caller.
Privacy requests for inbound toll-free calls from the PSTN were verified. That is, when
privacy is requested by a PSTN caller (e.g., dialing *67 from a mobile phone), the inbound
toll-free call can be successfully completed while withholding presentation of the PSTN
caller ID to user displays. (When the caller requests privacy, Verizon IPCC sends the caller
ID in the P-Asserted-Identity header and includes “Privacy: id” which is honored by
Communication Manager).
Inbound toll-free call long holding time call stability. The Avaya CPE sends a re-INVITE
with SDP to refresh the session at the configured session refresh interval specified on the
Communication Manager trunk group handling the call. In the sample configuration, the
session refresh re-INVITE was sent after 900 seconds (15 minutes), the interval configured
for the trunk group in Section 6.8.1. The call continued with proper talk path.
Telephony features such as hold and resume. When a Communication Manager user holds
a call in the sample configuration, Communication Manager will send a re-INVITE to
Verizon IP Toll Free service with a media attribute “sendonly”. The Verizon 200 OK to
this re-INVITE will include media attribute “recvonly”. While the call remains on hold,
RTP will flow from the Avaya CPE to Verizon, but no RTP will flow from Verizon to the
Avaya CPE (i.e., as intended). When the user resumes the call from hold, bi-directional
media path resumes. Although it would be unexpected in a contact center, calls on hold for

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longer than the session refresh interval were tested, and such calls could be resumed after
the session refresh re-asserted the “sendonly” state.
Transfer of toll-free calls between Communication Manager users.
Incoming voice calls using the G.729A and G.711 ULAW codecs, and proper protocol
procedures related to media.
DTMF transmission using RFC2833. For inbound toll-free calls, PSTN users dialing post-
answer DTMF digits are recognized properly by the Avaya CPE.
Proper DiffServ markings for SIP signaling and RTP media flowing from the Avaya CPE
to Verizon.
Incoming fax calls using T.38.
Remote Avaya SIP endpoints connected through Avaya SBCE were used along with local
Avaya endpoints in the verification of these Application Notes.
2.2. Test Results
The interoperability compliance testing of the sample configuration was completed with successful
results as described in Section 2.1. The following observations may be noteworthy:
Verizon Business IPCC Services suite does not support History Info or Diversion Headers.
The Avaya CPE will not send History-Info or Diversion header to Verizon IPCC in the
sample configuration.
Verizon Business IPCC Services suite does not support SIP 302 Redirect.
Verizon Business IPCC Services suite does not support G.729 Annex B. When using G729,
the Avaya CPE will always include “annexb=no” in SDP in the sample configuration.
Section 3.2.3 summarizes a call flow that would theoretically allow a call to remain in
Communication Manager vector processing upon failure of a vector-triggered REFER
attempt. However, most such call scenarios could not be verified on the production Verizon
circuit used for testing. On the production circuit, Verizon would send a BYE to terminate
the call upon encountering REFER transfer failures, so there was no opportunity for the call
to remain in Communication Manager vector processing. See Section 3.2.3 for additional
information.
During testing, Verizon’s IP Interactive Voice Response (IP-IVR) service did not accept
the SIP REFER method unless the URI in the Refer-To header included the IP address
presented in the From header within the original SIP INVITE. This IP address was different
from the IP address included in the Contact header. The Avaya SBCE Topology Hiding
profile was used to populate the From header IP address in the Refer-To header for both the
IP-IVR and IP Toll Free services. Calls were successfully diverted using REFER for both
Verizon services with this Topology Hiding profile in place. See Section 7.3.9 for
additional information.

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2.3. Support
2.3.1 Avaya
For technical support on the Avaya products described in these Application Notes visit
http://support.avaya.com
2.3.2 Verizon
For technical support on Verizon Business IPCC Services offer, visit online support at
http://www.verizonenterprise.com/support/

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3. Reference Configuration
Figure 1 illustrates the sample configuration used for the DevConnect compliance testing. The
configuration is comprised of the Avaya CPE location connected via a T1 Internet connection to
the Verizon Business IPCC Services node. The Avaya CPE location simulates a customer site. At
the edge of the Avaya CPE location is an Avaya Session Border Controller for Enterprise. The
Avaya SBCE receives traffic from the Verizon Business IPCC Services on port 5060 and sends
traffic to the Verizon Business IPCC Services using destination port 5072, using UDP for
transport. The PIP service defines a secure MPLS connection between the Avaya CPE T1
connection and the Verizon Business IPCC Services node.
Figure 1: Avaya Interoperability Test Lab Configuration

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The Verizon toll-free numbers were mapped by Session Manager to various Communication
Manager extensions. The extension mappings were varied during the testing to allow inbound toll-
free calls to terminate directly on user extensions or indirectly through hunt groups, vector
directory numbers (VDNs) and vectors to user extensions and contact center agents.
The Avaya CPE environment was known to Verizon Business IPCC Services as FQDN
“adevc.avaya.globalipcom.com”. For efficiency, the Avaya CPE environment utilizing Session
Manager Release 7.1 and Communication Manager Release 7.1 was shared among other ongoing
test efforts at the Avaya Solutions and Interoperability Test lab. Access to the Verizon Business
IPCC Services was added to a configuration that already used domain “avayalab.com” at the
enterprise. As such, the Avaya SBCE is used to adapt the domains as needed. These Application
Notes indicate the configuration that would not be required in cases where the CPE domain in
Communication Manager and Session Manager match the CPE domain known to Verizon.
The following summarizes various header contents and manipulations for toll-free calls in the
sample configuration:
Verizon Business IPCC Services node sends the following in the initial INVITE to the
CPE:
oThe CPE FQDN of adevc.avaya.globalipcom.com in the Request URI.
oThe Verizon Business IPCC Services gateway IP address in the From header.
oThe enterprise SBC outside IP address (e.g., 1.1.1.2) in the To header.
oSends the INVITE to Avaya CPE using destination port 5060 via UDP
Avaya Session Border Controller for Enterprise sends Session Manager:
oThe Request URI contains avayalab.com.
oThe host portion of the From header and PAI header contains avayalab.com
oThe host portion of the To header contains avayalab.com
oSends the packet to Session Manager using destination port 5060 via TCP
Session Manager sends Communication Manager
oThe Request URI contains avayalab.com, to match the shared Avaya SIL test
environment.
oSends the packet to Communication Manager using destination port 5071 via TLS
to allow Communication Manager to distinguish Verizon traffic from other traffic
arriving from the same instance of Session Manager.
Note –The Fully Qualified Domain Names and IP addressing specified in these Application Notes
apply only to the reference configuration shown in Figure 1. Verizon Business customers will use
FQDNs and IP addressing appropriate for the unique customer environment.
3.1. History Info and Diversion Headers
The Verizon Business IPCC Services suite does not support SIP History Info headers or Diversion
headers. Therefore, Communication Manager was provisioned not to send History Info headers or
Diversion headers.

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3.2. Call Flows
To understand how inbound Verizon toll-free calls are handled by Session Manager and
Communication Manager, key call flows are summarized in this section.
3.2.1 Inbound IP Toll Free Call with no Network Call Redirection
The first call scenario illustrated in Figure 3 is an inbound Verizon IP Toll Free call that is routed
to Communication Manager, which in turn routes the call to a vector, agent, or phone. No
redirection is performed in this simple scenario. A detailed verification of such a call with
Communication Manager traces can be found in Section 9.1.1.
1. A PSTN phone originates a call to a Verizon IP Toll Free number.
2. The PSTN routes the call to the Verizon IP Toll Free service network.
3. The Verizon IP Toll Free service routes the call to the Avaya Session Border Controller for
Enterprise.
4. The Avaya Session Border Controller for Enterprise performs any configured SIP header
modifications, and routes the call to Session Manager.
5. Session Manager applies any configured SIP header adaptations and digit conversions, and
based on configured Routing Policies, determines where the call should be routed. In this
case, Session Manager routes the call to Communication Manager using a unique port so
that Communication Manager can distinguish this call as having arrived from Verizon
IPCC.
6. Depending on the called number, Communication Manager routes the call to a) a hunt
group or vector, which in turn routes the call to an agent or phone, or b) directly to a phone.
Verizon
IP Toll Free Service
4
3
2
PSTN
PSTN
Phone
1
Avaya Session
Border
Controller
Avaya Aura®
Session
Manager
OK
PHONEMESSAGE
CONTACTS MENU CALLLOG
VOLUME
ABC DEF
JKL MNOGHI
1 2 3
4 5 6
TUV WXYZPQRS
7 8 9
*
[
0 #
.,@
MUTESPEAKER
HEADSET
FORWARD
6
Agent / Phone
Avaya Aura®
Communication
Manager
5
Figure 3: Inbound Verizon IP Toll Free Call –No Redirection
3.2.2 Inbound IP Toll Free Call with Post-Answer Network Call Redirection
The second call scenario illustrated in Figure 4 is an inbound Verizon IP Toll Free call that is
routed to a Communication Manager Vector Directory Number (VDN) to invoke call handling
logic in a vector. The vector answers the call and then redirects the call back to the Verizon IP Toll
Free service for routing to an alternate destination. Note that Verizon IP Toll Free service does not

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support redirecting a call before it is answered (using a SIP 302), and therefore the vector must
include a step that results in answering the call, such as playing an announcement, prior to
redirecting the call using REFER.
A detailed verification of such call with Communication Manager traces can be found in Section
9.1.2 for a Verizon IP Toll Free SIP-connected alternate destination. In this example, the Verizon
IP Toll Free service can be used to pass User to User Information (UUI) from the redirecting site
to the alternate destination.
1. Same as the first five steps in Figure 3.
2. Communication Manager routes the call to a vector, which answers the call, plays an
announcement, and attempts to redirect the call by sending a SIP REFER message out the
SIP trunk from which the inbound call arrived. The SIP REFER message specifies the
alternate destination in the Refer-To header. The SIP REFER message passes back through
Session Manager and the Avaya SBCE to the Verizon IP Toll Free service network.
3. The Verizon IP Toll Free service places a call to the target party contained in the Refer-To
header. Upon answer, the calling party is connected to the target party.
4. The Verizon IP Toll Free service notifies the Avaya CPE that the referred call has been
answered (NOTIFY/sipfrag 200 OK). Communication Manager sends a BYE. The calling
party and the target party can talk. The trunk upon which the call arrived in Step 1 is idle.
Verizon
IP Toll Free
Service
1
1
1
PSTN
PSTN
Phone
1
Avaya Session
Border
Controller
Avaya Aura®
Session
Manager
OK
PHONEMESSAGE
CONTACTS MENU CALLLOG
VOLUME
ABC DEF
JKL MNOGHI
1 2 3
4 5 6
TUV WXYZPQRS
7 8 9
*
[
0 #
.,@
MUTESPEAKER
HEADSET
FORWARD
Agent / Phone
Avaya Aura®
Communication
Manager
1
2
Alternate
Destination
3 3
2
2 4
4
4
Figure 4: Inbound Verizon IP Toll Free–Post-Answer SIP REFER Redirection Successful
3.2.3 Inbound IP Toll Free Call with Unsuccessful Network Call Redirection
The next call scenario illustrated in Figure 5 is similar to the previous call scenario, except that the
redirection is unsuccessful. In theory, if redirection is successful, Communication Manager can
“take the call back” and continue vector processing. For example, the call may route to an
alternative agent, phone, or announcement after unsuccessful NCR.
1. Same as Figure 4.
2. Same as Figure 4.

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3. The Verizon IP Toll Free service places a call to the target party (alternate destination), but
the target party is busy or otherwise unavailable.
4. The Verizon IP Toll Free service notifies the redirecting/referring party (Communication
Manager) of the error condition.
5. Communication Manager routes the call to a local agent, phone, or announcement.
However, as noted in Section 2.2, except for egregious configuration errors, this “REFER error
handling” scenario could not be verified on the production Verizon circuit used for testing. On the
production circuit, Verizon sends a SIP BYE which terminates Communication Manager vector
processing for failure scenarios. For example, if a 486 Busy is received from the target of the
REFER, Verizon will send a BYE immediately after a “NOTIFY/sipfrag 486”, which precludes
any further call processing by Communication Manager. As another example, in cases where mis-
configuration is introduced to cause the Refer-To header to be malformed (e.g., no “+” in Refer-
To), Verizon will send a BYE immediately after a “NOTIFY/sipfrag 603 Server Internal Error”. If
REFER is configured in the vector, but Network Call Redirection is not enabled for the SIP trunk
group, Communication Manager will not send the REFER to Verizon, and vector processing will
continue at the step following the route-to step that would normally trigger the REFER.
Verizon
IP Toll Free
Service
1
1
1
PSTN
PSTN
Phone
1
Avaya Session
Border
Controller
Avaya Aura®
Session
Manager
OK
PHONEMESSAGE
CONTACTS MENU CALLLOG
VOLUME
ABC DEF
JKL MNOGHI
1 2 3
4 5 6
TUV WXYZPQRS
7 8 9
*
[
0 #
.,@
MUTESPEAKER
HEADSET
FORWARD
Agent / Phone
Avaya Aura®
Communication
Manager
1
2
Alternate
Destination
3 3
2
2 4
4
4
OK
PHONEMESSAGE
CONTACTS MENU CALLLOG
VOLUME
ABC DEF
JKL MNOGHI
1 2 3
4 5 6
TUV WXYZPQRS
7 8 9
*
[
0 #
.,@
MUTESPEAKER
HEADSET
FORWARD
5
Agent / Phone
Figure 5: Inbound Verizon IP Toll Free–Post-Answer SIP REFER Redirection Unsuccessful

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4. Equipment and Software Validated
The following equipment and software were used in the sample configuration.
Equipment/Software
Release/Version
Avaya Aura® Communication Manager
7.1.0.532.0-23985 (7.1.1.0.0-FP1)
Avaya Aura® System Manager
7.1.1.0.046931
Avaya Aura® Session Manager
7.1.1.0.711008
Avaya Session Border Controller for Enterprise
7.2.0.0-18-13712
Avaya Aura® Messaging
7.0 SP 0
Avaya Aura® Media Server
7.8.0.323
G450 Gateway
38.18.0
Avaya 96X1- Series Telephones (SIP)
R7.1.0.1.1
Avaya 96X1- Series Telephones (H323)
R6.6401
Avaya Equinox for Windows
3.2.1.11
Avaya 2400-Series Digital Telephones
N/A
Ventafax
7.9
Table 1: Equipment and Software Used in the Sample Configuration

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5. Configure Avaya Aura® Session Manager Release 7.1
Note –These Application Notes assume that basic System Manager and Session Manager
administration has already been performed. Consult [1] -[4] for further details.
This section provides the procedures for configuring Session Manager to process inbound and
outbound calls between Communication Manager and the Avaya SBCE. In the reference
configuration, all Session Manager provisioning is performed via System Manager.
Define a SIP Domain.
Define a Location for Customer Premises Equipment (CPE).
Configure the Adaptation Modules that will be associated with the SIP Entities for
Communication Manager, the Avaya SBCE, and Messaging.
Define SIP Entities corresponding to Session Manager, Communication Manager, the
Avaya SBCE, and Messaging.
Define Entity Links describing the SIP trunks between Session Manager, Communication
Manager, and Messaging, as well as the SIP trunks between the Session Manager and the
Avaya SBCE.
Define Routing Policies associated with the Communication Manager, Messaging, and the
Avaya SBCE.
Define Dial Patterns, which govern which Routing Policy will be selected for inbound and
outbound call routing.
Verify TLS Certificates.
Session Manager configuration is accomplished by accessing the browser-based GUI of System
Manager, using the URL https://<ip-address>/SMGR, where <ip-address> is the IP address of
System Manager. In the Log On screen (not shown), enter appropriate User ID and Password and
press the Log On button. Once logged in, Home screen is displayed. From the Home screen,
under the Elements heading in the center, select Routing.

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5.1. SIP Domain
Step 1 -Select Domains from the left navigation menu. In the reference configuration, domain
avayalab.com was defined.
Step 2 - Click New (not shown). Enter the following values and use default values for remaining
fields.
Name: Enter the enterprise SIP Domain Name. In the sample screen below, avayalab.com
is shown.
Type: Verify sip is selected.
Notes: Add a brief description.
Step 3 - Click Commit to save.
5.2. Locations
Locations are used to identify logical and/or physical locations where SIP Entities reside. In the
reference configuration, two Locations are specified:
Main –The customer site containing System Manager, Session Manager, Communication
Manager and local SIP endpoints.
Common –Avaya SBCE
5.2.1 Main Location
Step 1 - Select Locations from the left navigational menu. Click New (not shown). In the General
section, enter the following values and use default values for remaining fields.
Name: Enter a descriptive name for the Location (e.g., Main).
Notes: Add a brief description.
Step 2 - In the Location Pattern section, click Add and enter the following values.
IP Address Pattern: Leave blank.
Notes: Add a brief description.
Step 3 - Click Commit to save.

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5.2.2 Common Location
To configure the Avaya SBCE Location, repeat the steps in Section 5.2.1 with the following
changes:
Name –Enter a descriptive name (e.g., Common).

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5.3. Configure Adaptations
Session Manager can be configured to use Adaptation Modules to convert SIP headers sent from
Verizon to Communication Manger.
Calls from Verizon - Modification of SIP messages sent to Communication Manager
extensions/VDNs.
The Verizon called number digit string in the Request URI is replaced with the associated
Communication Manager extensions defined for Agent skill queue VDNs/telephones.
5.3.1 Adaptation for Avaya Aura® Communication Manager Extensions
The Adaptation administered in this section is used for modification of SIP messages to
Communication Manager extensions from Verizon.
Step 1 - In the left pane under Routing, click on Adaptations. In the Adaptations page, click on
New (not shown).
Step 2- In the Adaptation Details page, enter:
1. A descriptive Name, (e.g., CM-TG2-VzIPCC).
2. Select DigitConversionAdapter from the Module Name drop down.
3. Select Name-Value Parameter from the Module Parameter Type drop down:
Name: fromto Value: true
oThis adapts the From and To headers along with the Request-Line and PAI
headers.
Name: osrcd Value: avayalab.com
oThis enables the source domain to be overwritten with “avayalab.com”. For
example, for inbound PSTN calls from Verizon to Communication
Manager, the PAI header will contain “avayalab.com”.
Note –Depending on the Communication Manager configuration, it may not be necessary for
Session Manager to adapt the domain in this fashion.
Step 3 - Scroll down to the Digit Conversion for Outgoing Calls from SM section (the inbound
toll-free numbers from Verizon that need to be replaced with their associated
Communication Manager extensions before being sent to Communication Manager).

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1. Example 1 –destination extension: 8668502380 is a DNIS string sent in the Request
URI by the Verizon Business IPCC Services that is associated with Communication
Manager VDN 10004.
Enter 8668502380 in the Matching Pattern column.
Enter 10 in the Min/Max columns.
Enter 10 in the Delete Digits column.
Enter 10004 in the Insert Digits column.
Specify that this should be applied to the SIP destination headers in the
Address to modify column.
Enter any desired notes.
Step 4 - Repeat Step 3 for all additional Verizon DNIS numbers/Communication manager
extensions.
Step 5 - Click on Commit.
Note –No Digit Conversion for Incoming Calls to SM were required in the reference
configuration.