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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:
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

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Step 1: Firewall Considerations

Allow inbound to SBCE A-side from UponAI IP ranges: Ports to open on SBCE A-side (from/to UponAI): Ports to open on SBCE B-side (toward Session 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):

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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: For unresolved issues, collect the SBCE packet capture, SM call routing test result, CM trace, and UponAI Call ID, then contact support@uponai.com.