CafeX & Avaya Interop

This guide will provide step by step instructions for configuring CafeX interoperability with Avaya Systems Manager.

Supported Avaya Components

For SIP integration Avaya Session Manager (SM) administered using Avaya System Manager (SMGR), or SIP Enablement Server (SES) is required. Communication Manager (CM) is  also required for Agent stations and Contact Centre routing.

The Avaya interop and versions we have formally tested against are:

  • Avaya Aura® Platform v6.2 FP4 is supported
  • Avaya one-X® Agent (H.323) 2.5.5 Patch 1
  • Avaya Media Client 1.0

Other Avaya components such as Avaya Voice Portal IVR are not required.

 

Call flow

  1. The FCSDK Client is authenticated using the authentication application which generates a session token from the Web Gateway.
  2. The FCSDK client uses the Session token to connect to the Web Gateway via the Reverse Proxy.
  3. The Web Gateway connects to the Media Broker and creates the SIP offer
  4. The Web Gateway passes the SIP offer to the Avaya Aura Systems Manager which is routes it to the SIP Endpoint.
  5. SIP Endpoint receives the offer and provides a response. (H.323 is based on use of the Avaya one-X Agent Endpoint. Alternative endpoints may differ.)
  6. The SIP answer is passed back to the Media Broker which negotiates an RTP stream for the SIP Endpoint.
  7. Media Broker passes a SIP response to the FCSDK Client via the Web gateway.
  8. The FCSDK examines the SIP message which contains connection details for RTP/SRTP
  9. FCSDK Client sends RTP to the external Media Broker Address on the firewall.
  10. RTP is sent on from the Media Broker to the SIP Endpoint.

 

System Manager Configuration

Configuring the Avaya System Manager to work with FAS and FCSDK involves several steps:

  1. Add the Web Gateway as a SIP Entity linked to the Session Manager and/or Security Module (Depending on requirements).  
  2. Create the Session Manager and/or Security Module's node name
  3. Create the Signaling Group's far-end node name and domain
  4. Create Network Region and trunk details (if required)
  5. Create Endpoint configuration and Ports
  6. Enable outbound SIP servers in the Web Gateway.

 

 

Navigate to the Avaya Aura System Manager Web UI. Go to Routing

 

Go to SIP Entities and click New

Enter details for your Web Gateway, the Type must be set as Other e.g.

Scroll down to Entity Links and click Add

Enter details to link your Gateway to the appropriate interface. Depending on your configuration you may need two connections:

  1. Sip Entity 1 Session Manager, TCP, 5060. SIP entity Two Gateway, 5060, TCP. Trusted
  2. Sip Entity 1 Security Module TLS 5061. SIP Entity Two: Gateway, 5061 and TLS. Trusted.

 

Configure the Session Manager / Secure Module IP in current Node Names.

Configure the Signaling Group's Far-end Node Name (as Session Manager or Security Module Node Name), Near End Node Name (Processor Ethernet Interface) and Far End Domain (SIP Domain). 

Add an IP Network Region for the SIP Domain, enable IP-IP Direct Audio and disable IP Audio Hairpinning.

 

Create a SIP Trunk between the SM and the signaling group.

 

Go to Manage endpoints:

Enable IP Video Softphone and Direct IP-IP Audio Connections for each agent softphone endpoint to be used.

 

Ensure adequate port availability for softphones

Web Gateway Configuration

The Web gateway will need to have it's Outbound SIP Server configured to point at the Security Module of your Avaya Aura system. e.g.

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