Calls routing from Avaya to Softphone

Here, we will know about how to call routing from Avaya to Softphone. So these are the following steps required for the call routing setup.

Step 1: Set up Avaya Integration:
Configure a SIP trunk on the Asterisk server to connect it with the Avaya system. This involves specifying the IP address or hostname of the Avaya system, authentication details, and any necessary routing information.

Step 2: Configure Dialplan in Asterisk:
In the Asterisk dialplan, define a specific extension or context for calls destined for the Avaya system. Within that extension or context, use the Dial() application to route calls to the Avaya SIP trunk.

exten => 123,1,Dial(SIP/avaya-trunk/${EXTEN})

Replace “123” with the desired extension or number for Avaya calls, and “Avaya-trunk” with the name of the SIP trunk configured for Avaya in Asterisk.

Step 3: Configure Call Forwarding on Avaya:
In the Avaya system, configure call forwarding for the desired extensions or numbers to the softphone extension in Asterisk.

This can be done through Avaya’s administrative interface or phone settings. Set the forwarding destination to the softphone extension created in Asterisk.

Step 4: Create Softphone Extension in Asterisk:
In Asterisk, configure a softphone extension using the (SIP or PJSIP )and credentials. This will be the destination for calls forwarded from Avaya when they are not answered.

5. Handle Unanswered Calls in Asterisk:
In the Asterisk dialplan, after the Dial() application for the Avaya trunk, use the GotoIf() application to check if the call was answered:

exten => 123,n,GotoIf($[“${DIALSTATUS}”=”ANSWER”]?answered:unanswered)
exten => 123,n(answered),Hangup()
exten => 123,n(unanswered),Dial(SIP/softphone)

Replace “123” with the same extension or number used in the Avaya routing section of the dialplan. The GotoIf() application checks if the call was answered. If answered, it proceeds to the “answered” label and hangs up. If unanswered, it continues to the “unanswered” label and dials the softphone extension.

And finally, reload the Dialplan.

6. Test and Troubleshoot:
Test the configuration by placing calls to the Avaya extension. Verify that calls are routed to Avaya successfully and, if unanswered, redirected to the softphone extension in Asterisk. Monitor for any errors or issues and troubleshoot as necessary.

Thank You!!!

Happy Learning!!!