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Simple AI connects to Avaya over a SIP trunk from Session Manager, Experience Portal, or an SBC. Avaya keeps vectors, queues, and agent state; Simple AI handles the conversations routed to it and hands them back for live agent escalation. Avaya Aura / Communication Manager with Elite, Avaya Experience Portal, and Avaya Experience Platform all connect the same way.

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What You Can Do

  • Inbound routing — a vector or Experience Portal application answers the call, then transfers it to Simple AI’s SIP endpoint.
  • Outbound campaigns — the Avaya dialer handles pacing and compliance, and transfers connected calls to Simple AI.
  • Direct outbound — Simple AI places calls through the trunk with your existing caller ID.
  • Live agent escalation — Simple AI transfers back to a VDN, skill, or agent extension.
  • Context on transfer — call metadata rides along in X- prefixed SIP headers for screen pop and CRM lookup.

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How It Connects

  1. Avaya receives the call and runs your vector or Experience Portal application.
  2. The call is transferred to Simple AI over the SIP trunk, typically via Session Manager or an SBC.
  3. Simple AI runs the conversation and transfers back when escalation is needed.
  4. Avaya queues the returned call to the target VDN or skill and delivers it to an agent with the transferred context.

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Setup

  1. Add a SIP entity link and routing policy in Session Manager (or the equivalent SBC configuration) pointing at Simple AI’s SIP endpoint, and allowlist our signaling and media IPs.
  2. Give your account team your SIP endpoint, auth method, and the numbers involved in E.164 format.
  3. Add the handoff to the vectors or Experience Portal applications that should use the AI, and a return VDN for escalation.
  4. Test inbound, outbound, and escalation, verifying caller ID, audio, DTMF, and agent-side context.
Your account team configures the Simple AI side. Contact support@usesimple.ai to get started.
Last modified on September 3, 2026