SIP Trunk Setup for Voyced – Avaya IP Office

Connect your Avaya IP Office telephone system to Voyced to make and receive calls using your business telephone number.

This guide covers Avaya IP Office, including IP500 V2 and Server Edition systems, using IP Office Manager.

It does not cover Avaya Aura or Communication Manager, which use different configuration methods.

What You'll Need

Before starting, make sure you have:

• Administrator access to Avaya IP Office Manager.

• At least one working telephone extension.

• An active Voyced telephone number.

• Your Voyced SIP username and Service Password.

• A working internet connection.

• The required Avaya SIP Trunk Channel licences.

Voyced SIP details

Replace the example username and password with your own Voyced credentials.

You can find your DID under Cloud PBX / IP Centrex > Phone Lines in your Voyced Hosted IPPBX. Select the wrench icon beside your number.

Your Service Password is available under My Profile > Settings.

The Service Password is different from your Voyced website login password.

Requirements Before You Begin

Check SIP trunk licensing

Avaya IP Office requires SIP Trunk Channel licences.

1. Open IP Office Manager.

2. Connect to your IP Office system.

3. Open License.

4. Check the available SIP Trunk Channel licences.

5. Confirm their status is Valid.

For Server Edition, also check that SIP Trunk Sessions has a non-zero value in the relevant server licence settings.

The number of simultaneous calls depends on both your Avaya licences and your Voyced service capacity.

Enable SIP trunks

1. In IP Office Manager, select System.

2. Select your IP Office system.

3. Open LAN1 > VoIP.

4. Enable SIP Trunks Enable.

If your installation uses LAN2 for its SIP connection, configure the appropriate LAN interface instead.

Do not enable SIP Registrar solely for the Voyced trunk. That setting is used for SIP devices registering to IP Office, not for IP Office registering with Voyced.

Check network settings

Confirm that:

• Your PBX can resolve and reach sip.voyced.eu.

• UDP port 5060 is permitted for SIP communication.

• Your firewall permits the RTP audio ports configured on IP Office.

• Your public address and NAT settings match your network.

• At least one extension can make internal calls.

To review the network configuration, open:

System > LAN1 > Network Topology

Check the public IP address, NAT and firewall traversal settings.

The required RTP port range depends on your IP Office configuration. Use the range shown in your system settings rather than assuming a fixed range.

SIP Trunk Setup

Step 1: Open Avaya IP Office Manager

1. Launch IP Office Manager.

2. Connect to your Avaya IP Office system.

3. Open its current configuration.

4. Select Line from the navigation panel.

Step 2: Create a SIP line

1. Right-click Line.

2. Select New > SIP Line.

3. Note the automatically assigned Line Number.

For this example, we will use line number 17.

Your actual line number may differ.

Under the SIP Line tab, configure:

Leave other settings at their defaults initially.

Use the actual Line Number assigned to your trunk in the following steps.

Step 3: Configure the Transport tab

Open the Transport tab within your new SIP line.

Enter:

The ITSP Proxy Address is the Voyced SIP server.

Calls Route via Registrar keeps outgoing calls associated with the server used for registration.

Do not enter a separate outbound proxy unless Voyced Support has provided one.

Step 4: Configure SIP authentication

Open the SIP Credentials tab of your new SIP line.

Click Add.

Enter:

Both User Name and Authentication Name should normally contain your Voyced DID.

Use your Voyced Service Password in the Password field.

Click OK to save the credentials.

Note the credential entry created by IP Office. You will select it when configuring the SIP URI.

Step 5: Configure the SIP URI

Open the SIP URI tab.

Click Add.

Use the following settings:

Use your actual SIP Line Number for both Incoming Group and Outgoing Group.

For example, if your line number is 20, use group 20 for both.

Where your IP Office version displays registration selection as a separate field, associate this URI with the Voyced credential entry created in Step 4.

The SIP URI settings determine how IP Office identifies your trunk and associates calls with its incoming and outgoing line groups.

For a standard single-number Voyced account, the Local URI should identify your Voyced DID.

Step 6: Configure audio codecs

Within the SIP line, open the VoIP tab.

Set Codec Selection to Custom.

Enable the following codecs:

1. G.711 A-law.

2. G.711 μ-law.

These codecs provide broad compatibility with Voyced.

If your installation supports G.729 and the complete call route allows it, you may also enable that codec.

For the first connection, start with G.711 A-law and μ-law.

Under DTMF Support, use RFC2833 or RFC2833/RFC4733, depending on your IP Office version.

Leave other VoIP settings at their defaults unless your installation requires a specific adjustment.

Step 7: Create an outgoing short code

Avaya IP Office uses Short Codes to route outbound calls.

For this example, users will dial 9 before an outside telephone number.

1. In IP Office Manager, select Short Code.

2. Right-click and select New.

3. Configure the following:

Replace 17 with the Outgoing Group assigned to your Voyced SIP URI.

This configuration removes the initial 9 and sends the remaining telephone number through Voyced.

For example:

The initial 9 is an Avaya outside-line access digit. It is not part of the telephone number sent to Voyced.

If your IP Office installation already uses another outside-line prefix or an ARS dialling plan, adapt the short code to that existing arrangement.

Make sure the number sent to Voyced retains the required international 00 prefix.

Step 8: Create an incoming call route

An Incoming Call Route determines where calls received through Voyced should go.

1. In IP Office Manager, select Incoming Call Route.

2. Right-click and select New.

3. Open the Standard tab.

Enter:

Use the Incoming Group assigned to your SIP URI.

The Incoming Number must match the DID received by IP Office.

For a trunk carrying only one number, you may leave Incoming Number empty initially to match calls on that line group.

For several DIDs, create separate routes using the appropriate received numbers.

Step 9: Select the incoming destination

Open the Destinations tab.

Choose where incoming calls should go.

For example:

• An individual extension.

• A hunt group.

• An auto attendant.

• Another configured IP Office destination.

If your reception hunt group is named Reception, enter:

Reception

If you want incoming calls to go directly to extension 201, enter:

201

Save the incoming route.

Step 10: Configure Caller ID

Caller ID is the telephone number displayed to the person receiving your call.

By default, Voyced uses the authorised DID assigned to your SIP account.

Avaya IP Office allows outgoing identity information to be configured through user, short-code and SIP URI settings.

For the standard Voyced configuration, use your authorised Voyced telephone number.

If your installation uses P-Asserted-Identity (PAI) headers, make sure the identity information matches the number approved for your account.

Changing SIP header values does not automatically authorise a different Caller ID.

If you want outgoing calls to display another telephone number:

1. Log in to your Voyced client area.

2. Open a sales support ticket.

3. Use the subject Outbound Caller ID adjustment.

4. Provide your Voyced DID.

5. Provide the number you want displayed.

Numbers outside your Voyced account require proof of ownership and additional verification.

Voyced Internal DIDs and extension numbers must not be used as public Caller ID numbers.

Step 11: Save the configuration

1. Review your SIP line, credentials, SIP URI, short codes and incoming routes.

2. Save the configuration in IP Office Manager.

3. Send the updated configuration to your IP Office system.

4. Select the appropriate merge or apply option offered by Manager.

Many SIP configuration changes can be applied through a configuration merge.

Some changes, including certain SIP transport and registration settings, may interrupt calls while the trunk restarts.

Follow the prompts shown by IP Office Manager.

A complete system reboot is not required for every SIP trunk change.

Test Your Connection

Test 1: Check SIP registration

Open the Avaya System Status Application (SSA), where available.

Find your Voyced SIP line and review its registration status.

The line should show that registration has succeeded.

You may also use Avaya System Monitor to inspect SIP registration messages.

If registration fails, check the credentials and server settings before testing calls.

Test 2: Make an outgoing call

Using the example short code from this guide:

1. Pick up an Avaya extension.

2. Dial 9 followed by the external telephone number.

3. Confirm that the call connects.

4. Check audio in both directions.

5. Verify your outbound Caller ID.

Test 3: Receive an incoming call

1. Call your Voyced DID from another telephone.

2. Confirm that Avaya IP Office receives the call.

3. Check that the Incoming Call Route selects the correct destination.

4. Answer and test audio in both directions.

Test 4: Make an international call

Voyced requires all international calls to use:

00 + Country Code + Telephone Number

For example:

00442035000202

With the example Avaya outside-line prefix of 9, dial:

900442035000202

Avaya removes the initial 9 and sends:

00442035000202

to Voyced.

Do not remove either zero from the international prefix.

Test 5: Check voicemail

Your Voyced voicemail access number is:

1233

With the example outbound short code, dial:

91233

Avaya removes the initial 9 and sends 1233 to Voyced.

IP Office also provides its own voicemail system. If your organisation uses that service, you can continue using it instead.

Test 6: Simultaneous calls

If your Voyced service supports several simultaneous calls, test the expected call capacity.

The number of active calls depends on your Voyced service, your Avaya SIP Trunk Channel licences and the SIP URI session limit.

Troubleshooting

The SIP trunk does not register

Check:

Make sure the SIP URI is associated with the correct credentials.

Do not use your Voyced website login password.

Incoming calls do not work

• Confirm successful SIP registration.

• Check the SIP URI Incoming Group.

• Confirm the Incoming Call Route uses the same Line Group ID.

• Check the Incoming Number against the DID received by IP Office.

• Verify that the destination extension or hunt group works.

• Review the network and firewall settings.

If calls reach the SIP line but do not match a route, check the number received in the SIP signalling.

For a single-number trunk, you can test with Incoming Number empty.

Outgoing calls do not work

Check that:

• The SIP line is in service.

• The SIP URI has the correct Outgoing Group.

• The short code's Line Group ID matches that group.

• The dialled number follows the required format.

• Your Voyced account has sufficient call credit.

• The destination is permitted.

If calls fail immediately, check the Avaya short-code and ARS routing before changing your Voyced credentials.

International calls fail

With the example short code, users dial:

9 + 00 + Country Code + Telephone Number

Check that:

• The Avaya short code is 9N.

• The Telephone Number field is N.

• No additional short code or ARS rule removes the leading 00.

• The correct Voyced line group handles the call.

The destination sent to Voyced must still begin with 00.

No audio or one-way audio

Check:

• The NAT and Network Topology settings on your IP Office LAN.

• Your configured RTP ports.

• Firewall rules for the RTP traffic.

• The audio codecs enabled on the SIP line.

• Audio settings on the connected extensions.

Start with G.711 A-law and μ-law.

If calls connect but audio works in only one direction, review the network and media path settings.

Voicemail does not work

Confirm the number 1233 reaches the Voyced SIP line.

If your system uses the outside-line prefix 9, dial 91233.

Check that another short code or local feature does not intercept the call.

Incorrect Caller ID

Review the user, SIP URI and outbound dialling settings.

Only use numbers authorised for your Voyced account.

If another Caller ID is required, contact Voyced Support.

No available SIP trunk channels

Check:

• Your SIP Trunk Channel licence count.

• The Max Sessions setting on the SIP URI.

• The number of active calls.

• Your Voyced service's simultaneous call capacity.

Your system may reject an additional call when any of these limits is reached.

Check SIP logs

Avaya System Monitor can display SIP signalling and call activity.

To investigate an issue:

1. Open System Monitor.

2. Connect to your IP Office system.

3. Enable the relevant SIP and call trace options.

4. Reproduce the problem.

5. Review the registration or call messages.

Common SIP responses include:

When contacting Voyced Support, provide the date, time, destination number and result of the failed call.

Do not share your Service Password.

Final Tips

• Use sip.voyced.eu as your primary SIP server.

• Use UDP port 5060 for the standard connection.

• Enter your Voyced credentials under SIP Line > SIP Credentials.

• Associate the correct credential entry with the SIP URI.

• Keep registration enabled.

• Make sure your incoming and outgoing group IDs match the corresponding routes.

• Start with G.711 A-law and μ-law.

• Use 00 for all international calls sent to Voyced.

• If Avaya uses an outside-line prefix, make sure it removes only that prefix.

• Use only authorised Caller ID numbers.

• Check your available SIP Trunk Channel licences and Voyced call capacity.

• Test incoming and outgoing calls after changing your trunk configuration.

Once registration, call routing and audio have been tested successfully, your Avaya IP Office telephone system is ready to use with Voyced.

Last updated: 27/10/2026

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All information provided is copyrighted and purely informative in nature. It is maintained by Voyced with the greatest of care using reliable sources only.
Given the fast evolution of the telecom sector, Voyced does not offer any guarantee about the accuracy and completeness of the information offered. 
We explicitly do not give anyone permission to use this information in any other way than to inform themselves about what (legal) requirements there may be and they need to comply with when registering Services and/or DIDs with Voyced.