Direct Answer (TL;DR)
Brilo AI voice agent can be configured to work with Avaya telephony systems when your Avaya environment exposes standard telephony interfaces such as SIP trunking, PSTN termination, or a session border controller (SBC). Brilo AI does not require a specific Avaya product name to integrate — instead, it requires network-level call routing, SIP credentials, and an endpoint (SIP trunk or webhook) that routes audio and call events to Brilo AI. Compatibility is evaluated case-by-case; Brilo AI’s implementation team will verify SIP, RTP, codec, and security requirements before go-live. Contact Brilo AI to request a telephony compatibility assessment and deployment plan.
Can Brilo AI connect to Avaya systems? — Yes. When your Avaya platform exposes SIP trunking or a compatible call route, Brilo AI can be configured to accept and place calls under an agreed telephony setup.
Will Brilo AI replace my Avaya IVR? — Brilo AI can augment or replace IVR flows when routed into Brilo AI voice agent workflows, while keeping your Avaya call routing and ACD in place if required.
How do I route Avaya calls to Brilo AI? — Provide a SIP trunk or routed DID and call-routing rules so Brilo AI receives inbound calls and sends outbound calls through your telephony path.
Why This Question Comes Up (problem context)
Enterprises running Avaya ask this because Avaya is often the core contact-center telephony platform and any new voice agent must interoperate with existing SIP trunks, ACDs, and routing rules. Buyers need to know whether Brilo AI will require wholesale telephony changes, if call recording and call metadata will survive the handoff, and whether security (SBC, TLS, SRTP) can be preserved. Procurement and telecom teams also want clarity on what infrastructure, credentials, and network configuration Brilo AI needs to integrate cleanly with Avaya.
How It Works (High-Level)
When enabled, Brilo AI voice agent connects at the telephony transport layer rather than at a proprietary Avaya API. Typical integration approaches include accepting calls from your SIP trunk or placing/receiving calls through your PSTN termination. Brilo AI then provides speech recognition, intent handling, and routing logic before either completing the call or handing off to your contact center agent.
A SIP trunk in Brilo AI is a configured call path that allows Brilo AI to send and receive calls over your telephony network. Call routing in Brilo AI is the rule set that decides whether a call stays in the AI workflow or moves to your human agents.
If you need detailed telephony setup, schedule a compatibility assessment with Brilo AI so the implementation team can validate codecs, RTP ports, and security settings.
Guardrails & Boundaries
Security: Brilo AI requires secure transport when requested (for example, TLS signaling and SRTP media) and will not accept unsecured public endpoints unless explicitly authorized and isolated.
Call context: Brilo AI will only access the call metadata and CRM records you authorize; it will not modify Avaya ACD configurations directly without a defined change control process.
Recording & retention: Call recording behavior follows your configured routing; Brilo AI can forward audio for recording but will not assume recording or retention policies without agreement.
Human handoff is an explicit workflow action that moves an active call from the AI session to a live agent or another telephony target under pre-configured routing rules.
Applied Examples
Healthcare example: A hospital contact center routes appointment calls from its Avaya platform to Brilo AI via a SIP trunk for automated scheduling and pre-screening. When Brilo AI detects a complex clinical question or requests PHI-sensitive actions, it transfers the call back to a human agent and logs the interaction to the hospital’s EHR integration channel.
Banking example: A bank keeps its Avaya ACD for VIP queues but routes general-banking DIDs to Brilo AI for balance inquiries and payment status checks. Brilo AI authenticates callers using your IVR prompts and then escalates to human agents for fraud, dispute, or high-value transactions.
Insurance example: An insurer channels claims intake calls from Avaya through Brilo AI to capture claim details and create a ticket in the insurer’s CRM; Brilo AI elevates complex claims or policy-change requests to an agent queue.
These examples show typical workflows; Brilo AI will perform a technical compatibility check against your Avaya configuration before deployment.
Human Handoff & Escalation
Warm transfer: Brilo AI places the caller on hold and dials an agent queue or extension in your Avaya platform, bridging the call when an agent accepts.
Cold transfer: Brilo AI forwards the call directly to a specified DID or agent extension without bridging audio during the transfer.
Callback scheduling: Brilo AI can collect caller details and schedule a callback into your Avaya outbound queue or a predefined webhook that triggers outbound dialing.
Agent context: Brilo AI can pass structured context (call summary, intent, transcript, and CRM links) to the receiving agent so handoffs are efficient.
In practice, Brilo AI handoff behavior is governed by your routing rules and the SIP signaling your Avaya environment supports.
Setup Requirements
Provide network access details for the telephony path (SIP trunk credentials, IP addressing, and ACLs).
Share codec and media requirements (preferred audio codecs and RTP port ranges) so Brilo AI can match media settings.
Configure a routing rule or DID in your Avaya platform that forwards calls to the Brilo AI ingress endpoint.
Supply SIP signaling security preferences (TLS/SRTP certificates or IP ACLs) and any SBC information for secure traversal.
Grant access to the caller metadata or CRM endpoints (your CRM or webhook endpoint) so Brilo AI can log interactions and surface context.
Validate call flows in a staging environment and perform test calls with your telecom and contact-center teams before production cutover.
Business Outcomes
Reduce time-to-answer for routine inquiries by handling basic tasks in the AI workflow.
Improve agent efficiency by pre-populating agent desktops with call summaries and transcripts before handoff.
Maintain existing Avaya investment and ACD structure while adding AI-driven automation at call ingress.
These outcomes depend on proper routing, testing, and change control with your telecom and contact-center operations team.
FAQs
Do I need to replace my Avaya system to use Brilo AI?
No. Brilo AI is typically deployed alongside existing Avaya infrastructure by routing specific DIDs or call flows to the Brilo AI ingress; a full rip-and-replace is not usually required.
What telephony protocols does Brilo AI expect?
Brilo AI commonly integrates over SIP signaling with RTP media. The implementation team will confirm required codecs, port ranges, and any TLS/SRTP needs during the compatibility assessment.
Can Brilo AI preserve caller authentication and IVR prompts from Avaya?
Yes. When routed correctly, Brilo AI can receive caller identifiers and IVR-collected inputs, and it can surface that context to AI workflows or pass it to agents during handoff.
What testing is required before production?
Implement a staged test plan that includes SIP signaling validation, audio quality (RTP) checks, failover behavior, and end-to-end handoff tests with agents to confirm context transfer and call recording flows.
Who manages changes to Avaya routing and ACD queues?
Your telecom or contact-center operations team typically manages Avaya-side routing changes; Brilo AI’s implementation team will provide recommended configuration and coordinate cutover steps.
Next Step
Contact Brilo AI support to request a telephony compatibility assessment and provide your Avaya SIP trunk details.
Schedule a technical discovery with Brilo AI to validate codecs, SBC configuration, and security requirements for a staged pilot.
Engage Brilo AI implementation to run test calls, iterate routing rules, and document the production cutover plan.