How to send custom data from Avaya OD to Twilio

[avc910672037544]

Hi Everyone,

We have a requirement to connect our Avaya Systems (SBC,CM,SM,AEP) which is onPrem with Twilio Elastic SIP which will be on AWS. The incoming call will land on our Avaya systems and it will need to be transferred to Twilio. We need to send call information like (CLI, UCID and Some Custom Data) to Twilio so that it can pick up the values and continue. Likewise, when human agent escalation is needed, Twilio will transfer back to Avaya for agent transfer. Twilio will send the information like Agent Intent so that Avaya can route to the correct skill.

How can we achieve this? I know we need to set up a SIP trunking between Avaya SBC to Twilio. But how do we send custom data from Avaya OD? Is it through SIP headers? Has any one done this?

Appreciate if you can guide.

Thanks

[avc861193901584]

To set a SIP header on transfer, I believe the external property you need is AVAYA_SIPHEADER.session.connection.protocol.sip.re ferto.header.
There's an example of it in the Orchestration Designer Developer's Guide for the P-Intrinsics header on page 625.

To receive the SIP header on an inbound call, you'll need to use an AppRoot capture expression. The specific capture expression depends on where the information is stored. If you can use the User-to-User SIP header, OD will take care of loading it for you.

[avc910672037544]

Hi Adam,Thanks for your reply!

I believe the external property that you have mentioned is for AACC blind transfer. We are not using AACC here. We are using AEP. So I believe the transfer should be AEP-CM-SM-SBC. For this, will the property still work or we need to do it differently?

[avc861193901584]

Hi,

Although the property is in a section related to AACC, you can use any different (non-reserved) header name with the same steps.
So if you want to use :X-Twilio-Info", follow the OD steps but where it says P-Intrinsics, use the string X-Twilio-Info instead.

Adam