Hello David,
Hope you are doing good. I really appreciate your guidance throughout this post.
As you highlighted in the previous post regarding both direction call issue, we are facing the same now. From Avaya system, call is hitting to SIP bridge but not connecting to CC agents. On the other hand, CC to Avaya calls are working properly.
For initial test scenario, we created some agents with extensions 200 and 202. (For testing we are considering 3 digit extensions in CC to match current avaya setup. Later on we can change once successful connection).
Now while dialing 200 or 202 from Avaya phones, engage tone is coming. I checked SIPBridge , CEM, PSTN logs, however nothing related to Avaya SIP IP / or incoming call info identified.
1. Do we need to change Switching routes for Call IN pattern, as at this moment we are receiving call from Avaya phones only ?
2. We have also allocated one number extension 677, which will be tollfree, from that call should navigate to contact center IVR. Will it work as multiple customers may call on that number at same time? Is that CC IVR number is also treated as extension in Avaya ?
3. As this was not working I tried with, maintaining CC Agents extension number directly in => CCtr System Configuration, under Global Switching Settings ->Signalling -> Handling unallocated numbers->Rerouting number for Unallocated numbers; instead of IVR number. This too was not helpful.
Just wanted to confirm; was this right approach ?
As confirmed with Avaya team; here, Avaya Session Manager is to do all the SIP registration.
Please suggest.
Regards,
Nikhil JS