Zoom Phone and Avaya Phone System Integration Field Guide
Overview
In March 2024, Zoom announced a strategic partnership with Avaya in order to support customers who are running Avaya Aura (R10+) or Avaya Enterprise Cloud. This integration allows customers to have the Zoom Workplace application, while registering the Phone tab to Avaya.
This document will help you understand the requirements, limitations, and Zoom integration process with Avaya hardware.
Requirements
This integration is supported on Windows, Mac, iOS and Android mobile devices, and VDI platforms running Zoom client version 6.3.10 or later.
During the early phases of our partnership, we suggest that customers have the following:
Avaya Workplace with Session Initiation Protocol (SIP) support
Avaya Aura (R10+) or Avaya Enterprise Cloud
Avaya Aura Device Services (AADS), Session Manager (SM), and Remote Worker with Avaya Session Border Controller for Enterprise (ASBCE) deployed
See the Avaya Support Note for additional details.
If your customer doesn’t meet all of these requirements, contact a pre-sales resource, Zoom account team member, or Avaya partner to discuss your options.
Limitations
The Phone tab in the Zoom Workplace application is a SIP softphone registered directly to Avaya. Since this setup doesn’t connect to Zoom Phone, there are a few limitations:
AI Companion for Phone features. Since the audio doesn’t cross the Zoom cloud, we can’t provide any AI functions on live voice, recorded voice, or voicemail at this time.
Zoom Phone integrations aren’t supported. This includes Salesforce, ServiceNow, ZenDesk, and Microsoft Teams, among others.
Call Recording. All call recording is handled on the Avaya side.
Call Logs. All call logs are handled on the Avaya side.
Conference Calling. Conference calls are hosted on the Zoom Workplace application, with a limit of four total participants.
The following items aren’t available:
Avaya Contact Center. We don’t support Avaya Contact Center agent-related features and functions with the phone system integration.
Avaya IP Office. This is a different private branch exchange (PBX) solution from Avaya. It isn’t included in this integration.
Bridged Appearances. This popular Avaya Communication Manager feature isn’t currently supported.
See the Avaya Support Note for additional limitations from the Avaya perspective.
Architecture and Design
Important It is your responsibility to provide technical details about Zoom to customers, partners, or Avaya.
It is not your responsibility to configure or help configure Avaya components.
The following chart shows a high-level representation of the integration between Zoom and Avaya.
The integration between Zoom and Avaya hardware is straightforward to set up from the Zoom side, averaging between 10 and 30 minutes from start to finish. Your Avaya partner will have a more involved process, which you can see here.
Configuring the Integration
The following sections detail how to complete your initial setup.
Before You Begin
Before configuring the integration, consider the following:
Remote access, including Session Border Controller (SBC) and edge capacity, as well as certificates and security.
Current versions and any upgrade plans.
Aura design. For example, single, multiple, centrally managed, or multiple AADS.
Setup
See the Configuring the Zoom-Avaya Aura integration support article for step-by-step procedures.
Troubleshooting
Troubleshooting can be performed after the integration is deployed.
Sync failures: Confirm Zoom is getting the SIP login credentials for the user. In Phone System Integration, look at the status of the user. The status options are:
Sync failed: Zoom can’t get the credentials from the customer’s Avaya Aura Device Services (AADS). Work with your Avaya partner to review the AAS logs and configuration from their side. If the customer contacts Zoom Support, be sure to bring in the Avaya partner to review.
Registered: The user has logged in to Zoom and the phone shows registered to Avaya.
Idle: The user has never logged in to Zoom.
Failing calls: Since Avaya handles the call routing, review the Avaya call logs. Zoom Workplace application logs are also available to provide any SIP error codes received from the Avaya Session Border Controller when trying to place a call. The PSI logs are available for both desktop and mobile. See the Sending meeting or webinar problem report and client logs article for more information.
Frequently Asked Questions
The following are a few commonly asked questions that we have received since launching our partnership with Avaya. For more information, reach out to your Zoom account team.
There is no specific support guide for BYOC/P with ASBCEs
Zoom is actively collaborating with Avaya to develop comprehensive documentation for this configuration. In the meantime, customers should consult their Avaya representative or existing Avaya documentation for ASBCE-related support. Zoom's standard BYOC/P documentation remains applicable for the Zoom-side configuration.
You must upgrade the Avaya system to version 10.X or later for the Zoom integration
This integration will not function with earlier versions of Avaya systems. Customers should plan for an upgrade to Avaya version 10.X or later to ensure compatibility with the Zoom integration. Please consult with your Avaya representative for specific upgrade requirements and procedures for your environment.
Avaya Aura 8.x isn’t currently supported for the Zoom integration
Zoom is collaborating with Avaya to expand compatibility to include Aura 8.x versions in future releases. At present, customers using Aura 8.x can’t implement the Zoom integration. For the most up-to-date information on supported Avaya versions, contact your Zoom account representative.
SMS support isn’t currently available for the Zoom integration
Zoom is considering the possibility of incorporating SMS functionality in the future. Customers requiring SMS features should talk to their Zoom account representative.
The Zoom Network Connectivity Tool can’t analyze or check Avaya-connected phones
Admins should use Avaya-based tools for monitoring and troubleshooting any telephony issues. The Zoom Network Connectivity Tool will continue to work for all other Zoom components, but it cannot perform checks against Avaya-provided telephony services.
Customers are responsible for deploying Avaya certificates for the Zoom-Avaya integration
Customers must distribute the Avaya certificate to all devices where users will access Zoom with the Avaya phone system integration (PSI). This is a crucial step for enabling the Zoom-Avaya integration. While Zoom manages certificates for its own components automatically, Avaya-specific certificates remain the customer's responsibility to deploy and manage across their environment.
For details on how Avaya will handle this integration, see the Avaya Support Notes
See Avaya Support Notes for details about how they will handle the integration on their side.
No specific Professional Services Organization (PSO) offering exists for the Zoom-Avaya integration
This integration requires minimal configuration on Zoom's side and is expected to be partner-led. Most setup and configuration work takes place within the Avaya environment. Customers should work with their Avaya partners or internal IT teams to implement the integration.
The Zoom-Avaya integration supports Windows, macOS, iOS, Android, and virtual desktop infrastructure (VDI) clients
The integration is compatible with Windows, Mac, iOS and Android mobile devices, and virtual desktop infrastructure (VDI) platforms running Zoom client version 6.3.10 or later. The Zoom for Web (Progressive Web App) is not supported.
Additional Resources
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