Avaya IP Office with Call Center Integration

[RizwanDarvesh]

Hello

I have been assigned to connect our Avaya IP 500 with an SIP trunk from the ISP to a 3rd-party contact center solution. The call flow will be as follows.

ITSP > IPOFFICE > Contact Center and vice versa.

We have assigned 10 DIDs to 10 call center agents. The incoming call from the SIP trunk to Avaya is successfully transferred to call center agents, assigning the DIDs, but the calls from the call center to the rest of the world are somehow stuck in Avaya.

Avaya says there is no such user when I dial an outside-world number. Now, the outside world number can not be available on Avaya. I have tried the shortcode 9N/N/ARS, but it is not transferring the same number to the SIP trunk.

I have created an incoming call route from the call center to Avaya and added the shortcode as the destination, but it is not transferring the call to the SIP trunk. Please help.

 

[MikeeOK]

Do you have an incoming call route form the Contact Center? If you do have a look at the SIP traces to understand why its being rejected.
If you don't add a wildcard incoming call route