Open for Avaya

Avaya remains your phone system. Users, stations, vectors / call flows, queues, agents, and the Communication Manager / IP Office / ACO admin tools all stay where they are. Open joins as a SIP destination behind your SBC — the SBC is what gives you safe, controlled exposure of Avaya signaling to the outside world, and Open lives on the trusted side of it.

For Avaya Aura, the typical path is a Session Border Controller (Avaya SBCE, AudioCodes, Ribbon, Oracle) that already terminates a SIP trunk to your carrier. You add a new SIP entity / trunk pointing at Open, and a vector step (or a new vector) hands the call to that entity at the point you want AI to take over. Communication Manager handles the user/agent side; Open handles the AI side.

For Avaya IP Office, you add Open as a SIP Line (with the SBC handling external signaling). Short codes or Auto Attendant actions then route opted-in calls to that line. The integration is more lightweight than Aura but follows the same pattern — SBC + SIP line + routing rule.

For Avaya Cloud Office, the integration is identical to RingCentral (because ACO is RingCentral OEM'd for Avaya). You'll typically use call queue forwarding or BYOC SIP depending on your ACO plan. See the RingCentral provider page for the GUI specifics.

What the AI does on the call: it listens, reasons over your knowledge base and connected tools (Salesforce, ServiceNow, Zendesk, plus the Avaya Public API for some Aura deployments), and acts. When the AI needs a human, it warm-transfers back via SIP REFER, returning the call to an Avaya skill, hunt group, or vector with the live transcript attached.

Billing stays predictable. Avaya licensing and your existing carrier minutes are unchanged. Open charges per resolved conversation, with no markup on Avaya minutes and no extra Avaya licenses needed for an AI front-line.