Introduction - Avaya Aura Communication Manager 7.1 Application Notes

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/
DDT; Reviewed:
SPOC 10/18/2017
Solution & Interoperability Test Lab Application Notes
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