This document is a step-by-step instruction manual on how to set up an AVOXI Genius customer, who is also using Zoom Cloud services, to be able to process inbound and outbound phone calls to the PSTN. This is accomplished by logging into AVOXI's partner (SIPPIO) portal, creating an account and assigning a number to that account in order to be provisioned by the customer's Zoom administrator.

Requirements

• The customer must have a Zoom account.
• Each Zoom user who wishes to be able make and receive phone calls through AVOXI Genius must at a minimum, have one of the  Zoom “Phone Pro” licenses assigned to their Zoom user account by their Zoom administrator.
• A calling plan that supports BYOC calling.
• The customer must be enrolled in AVOXI Premium Cloud Service Package to enable encrypted SIP.

Creating the Customers Account in the SIPPIO Portal

The first step is to create a customer account in the SIPPIO Partner Portal. In a web browser, navigate to https://partner.sippio.io/authenticate. You will be prompted to sign in either with your Microsoft 365 or Google account. *An existing user with administrative access must first create a user account for you in the SIPPIO Partner Portal.

You will receive a prompt to choose the AVOXI account.

Once you are logged in, you will be in the main, portal dashboard. Navigate to “Customers” in the left pane and click “Add New Customer” on the Customer page. Fill in the required information on this page. This information will be relevant to the customer being installed. Most, if not all of the relevant could be acquired from the customer account in Salesforce.

Customer Address Details

• Business Name
• Customer Domains - Use the domain name used in the customer's email address (ex.        user@avoxi.com)
• Platforms - Click the drop-down on this field and uncheck “Microsoft Teams” and “OC Teams”.          ONLY Zoom should be selected.
• Street Address 1
• City
• State/Province
• Country
• ZIP/Postal Code

Customer Contact Details

• First Name
• Last Name
• Email

Click “Save” when you are done. You should then see the customer you just created. Take note of the “account number” on this page as it will later be used as an authentication method when setting up the customer's Zoom SIP trunk in their AVOXI Genius tenant.

Adding a Number(s) to an Account

In the left-hand pane, navigate to “Numbers > Carrier Connect." There you will see a list of customers. Click on the “Actions” sheet for that customer.

Click “Add” to add a new number. Here you will have the option to add “Multiple," non-contiguous numbers or add a “Range” of contiguous numbers. When adding more than one number at a time, you must make sure that the numbers all exist in the same country as the country selected in the “Country” field. If you need to add a group of numbers from different countries, they must be added one at a time.

• Country - From the drop-down, select the country of the number you are adding.
• Phone Numbers - When the country is selected, the country code will already be appended to the number so make sure that you do not add the country code code to the phone number when entering it into this field.
• Type - Please select always “Active (managed)” option
• Platform - In this case will be “Zoom”
• Resource - choose the resource/region that matches the country of the number
• Classification - As numbers will be used for production environment, please select “Production”.

Once the numbers are set in “Phone Numbers”, click “+ Add” and they will be presented to you for final review prior to be added:

Click “Save.”

Create an AVOXI Genius SIP URI to Terminate Calls to Zoom through SIPPIO

In order for customers to receive inbound calls for their AVOXI assigned numbers in Zoom, a SIP URI must be created in their AVOXI Genius tenant. Upon signing up with Zoom for the Zoom Phone service, the customer will need to select the Zoom site where their users will be homed. The process requires them to present proof of location by providing a legitimate office address. SIPPIO has sites in different regions of the world which interconnect with these Zoom sites in those specific regions. Depending on what region a customer's Zoom users are located, a SIP URI can be created to the nearest SIPPIO region in order to terminate calls their Zoom site. Below is a list of all of the SIPPIO regions from which to choose.

*Zoom will only route call traffic for numbers that exist in their geographic region. For example, inbound and outbound calls using a US DID can only be made to and from Zoom from within their New York, Denver, San Juan, Mexico and Brazil sites. Therefore it is critical to ensure that the number being forwarded to Zoom through SIPPIO is set up in the proper Genius datacenter and configured to interconnect with the corresponding SIPPIO and Zoom sites. Below is a diagram on how AVOXI interconnects with Zoom through SIPPIO.

To create the SIP URI, log into Genius and go to “Customers.”  Type in the customer name in the “Customers” field and click the spyglass search button. Click on the customer name and then click on the “Users” under “Manage Customer.” Find an admin user (you can do a search for “admin” in the search field next to “All Users”) and click the “Ghost User” button next to an admin user. Navigate to “SIP Integrations” and go to “SIP URIs” tab and select  “Zoom" under the SIP Marketplace section. 

• Name - Name the SIP URI 
• Protocol - Select “TLS” from the drop-down menu.
• Media Type - SRTP (SDES, NICE-CX Compatibility Mode)*
• URI 
  • SIP Address  - Paste the TLS FQDN for the desired region from the chart above.
  • Port - Change the port number to 5061 according to the chart above.

Click “Save.”

*The SRTP (SDES, NICE-CX Compatibility Mode) media type offers less cryptos in the SIP header. Selecting another mode could keep inbound calls from functioning properly as Zoom has intermittent problems supporting the number of cryptos sent in the other media types.

Forward a Number in AVOXI Genius to Zoom through SIPPIO

Once the SIP URI is created a number can then be forwarded to Zoom through SIPPIO. If you are already ghosted into the click on “Numbers” in left-hand pane. 

*If you currently are not ghosted into the customer's AVOXI Genius tenant, you can do so by following the directions in the above section “Create an AVOXI Genius SIP URI to Terminate Calls to Zoom through SIPPIO” to do so.

Do a search for the number and then click on the number to edit it. 

• Under the Profile tab, select the Genius “Data Center” configured to terminate to the proper Zoom site according to the above diagram. 
• Go to “Call Forwarding Rules” and click the “+Add New Rule” button.
  • Name
  • Forward Calls to  
    • Click the first drop-down menu and select “SIP”
    • Click the second drop-down menu and select the name of the SIP trunk you created.

Click "Save.”

Create an AVOXI Genius SIP Trunk to Receive Calls from Zoom through SIPPIO

In order for customer to have the ability to send outbound calls from Zoom to the PSTN through AVOXI Genius, a SIP trunk must be created in the customer's AVOXI Genius tenant. Log into Genius and go to “Customers.”  Type in the customer name in the “Customers” field and click the spyglass search button. Click on the customer name and then click on the “Users” under “Manage Customer.” Find an admin user (you can do a search for “admin” in the search field next to “All Users”) and click the “Ghost User” button next to an admin user. Navigate to “SIP Integrations”. Go To “SIP Trunks” tab and select “Zoom" in the SIP Marketplace section. The SIP Trunk must be created with SIP Header Authentication and TLS-SRTP(SDES).

• Name - Name the SIP trunk
• Subdomain - choose any character string identifier, for example “zoomtrunk”, to complete the  unique subdomain 
• Authentication Type - Select “SIP Header”
• Header Name - X-SIPPIO-Customer-ID 
       (Calls are authenticated by a custom SIP header using this name.)
• Header Value - When a customer is created in the SIPPIO Partner Portal, it creates an “Account Number” (see the section named “Creating the Customer, SIPPIO Account”). Here is where you will add that “Account Number.”
• Protocol - Select “TLS” from the drop-down
• Media Type - SRTP (SDES)

Publishing the Number and Assigning it to a Zoom User

The next steps must be completed by the customer's Zoom Account Owner or ZOOM Administrator. First, they must log into the Zoom Phone Connect Portal here, https://zoom.universalconnecter.io/signin. 

Once there, click on “Sign in with Zoom” link. The user will use their Zoom credentials to log in.

NOTE: The domain used to login here must match a domain used to create the customer account in the SIPPIO Zoom portal.  

Upon logging in the customer will see a list of all of the numbers that have been added to  their inventory in their SIPPIO Zoom Customer account. 

The customer will then need to publish any number they wish to assign to their users. Those numbers that have yet to be published will have a “Publish Status” of “No.” To publish them, they will click the check box next to the number(s) they want to publish and click the “Publish” button at the bottom left-hand side of the screen. The process can take up to several minutes but ultimately the “Publish Status” will change to “Yes.”

Confirm the User has the Proper Zoom Licensing

As mentioned in the “Requirements” each user who wishes to send and receive phone calls from Zoom through AVOX Genius must have one of the Zoom Phone Pro licenses assigned to their Zoom user account. To confirm this the Zoom administrator will need to log into their tenant. In the left-hand pane, navigate to “User Management > Users.” The license should be listed for each existing user.

If the user does not have a Zoom Phone Pro license assigned to their account, click the “Edit” button next to the account. Click the drop-down in the “User Type” section and select the corresponding license. 

*An administrator will have to have purchased the Zoom Phone Pro licenses ahead of time before the licenses can be assigned to users. This can be done by click on the profile icon in the upper right-hand side of the screen and navigating to “Plans and Billing.”

Click “Save.”

Assign a Number in Zoom to a User

The numbers that have been published can now be assigned to a user in the customer's Zoom tenant. The customer's Zoom administrator will navigate to https://zoom.us/signin and use their Zoom credentials to log in. In the Zoom portal, in the left-hand pane, navigate to “Phone System Management > Users & Rooms.” Click on the user to whom they would like to assign a number. In order to be able to assign a number to an account, a calling plan must first be assigned to the user. 

*Either the “US/CA Unlimited Calling Plan” or the “International Calling Plan” can be used for this. 

Click on the “Assign” link in the “Package” section of the user account.

*If there are no present calling plans, this can be acquired by click on the profile icon in the upper right-hand side of the screen and navigating to “Plans and Billing.”

Once the calling plan is assigned, the “Number(s)” section should now be visible in the user account. 

Under “Profile” click the “Assign” link in the “Number(s)" section of the page. On the “Assign Numbers” pop up, click the drop-down for “Country/Region” and select the country for the number trying to be added. A list of published numbers for that country should be listed. Select the number(s) and click “Confirm.” The administrator will follow this same process for adding additional numbers for any user. On the user page, the numbers will be selectable from the drop-down in the “Numbers” section of the page.

Allow Outbound Calling to Destinations

By default, you will not be able to call all countries and destinations without explicitly allowing it. In order to whitelist calling destinations, an account with the proper permissions, can navigate “Plan Management” in the left pane and select “Plans and Billing.” Click “View/Edit.”

Select “BYOC." You can then select all of the countries and regions that are allowed to be called for users who have that calling plan assigned to their account.

Make and Receive Calls

Once the above steps are completed, those users should now be able to make and receive phone calls using the Zoom desktop or mobile app. Once the app is downloaded, log into the app using your user credentials for the desired Zoom Phone account. Once logged in, click on the “Phone” menu at the top of the screen which will reveal the dial pad.

At the bottom of the dial pad it will show the default phone number assigned to your account. If you have more than one number assigned to your account, you can select the number you wish to show as the caller ID for your outbound calls.