Avaya OneCloud CPaaS Frequently Asked Questions

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How do I make a call with Avaya OneCloud CPaaS?

After you’ve purchased a Avaya OneCloud CPaaS number or ported your existing number, check out our API Explorer for a simple tutorial on making your first call: http://docs.zang.io/aspx/rest#make-call.

You can also learn more about the voice feature by checking out our helper libraries here: https://github.com/zang-cloud.

What voice compression is supported?

G.711 is currently the supported voice compression supported on Avaya OneCloud CPaaS.

Do you have a limit on the number of calls I can place per second?

On outbound calls, the default limit for making calls is 1 per second; there is no such limitation on inbound calls.

If you’d like to modify your default limitation, then please contact our sales team at [email protected] to get more information or to start the process.

How can I see a list of all available phone numbers to purchase?

If you want to add a new Avaya OneCloud CPaaS number, you need to know what ones are available! Our REST API provides a way to request a list of available numbers along with all of their resource properties so you know the numbers you have to choose from.

Please note that individual ‘AvailablePhoneNumber’ resources can not be requested. Requests only return a list of available resources based on the filtering parameters sent with the request.

Learn more about how to request a list of available phone numbers here: http://docs.zang.io/aspx/rest#list-available-numbers.

In addition, after you’ve signed up for Avaya OneCloud CPaaS at cloud.zang.io, you can navigate to ’Numbers’, then ‘Buy a Phone Number’ to search through a list of all available local and toll-free numbers.

Does Avaya OneCloud CPaaS enable call recording?

Yes. The <Record> element is used to record audio during a call. It can occur anywhere within an InboundXML document, but will only begin recording once it has been reached. This means it would have to be the first element after <Response> for the entire call to be recorded. When the recording is complete, a URL of the recorded audio is created and submitted as a GET or POST to the action URL.

Similar to the <Gather> element, a timeout value sets how much silence to allow before the recording ends, maxLength sets how long the recording may be, and the finishOnKey is used to set which keys will end the recording. By default, the action and method specify that <Record> should make a POST to the URL of the current InboundXML document.

Learn more about call recording here: http://docs.zang.io/aspx/inboundxml#record.

Can I transcribe my call recordings?

Yes. Avaya OneCloud CPaaS supports the native ability to transcribe calls/call recordings. Depending on the length and complexity of the call, the process time can vary from a matter of seconds to minutes. The recording is then made available at a URL specified by you.

Learn more about call recording here: http://docs.zang.io/aspx/rest#transcribe-recording.

Where can I find pricing and a list of supported countries?

To see a list of supported countries, please refer to our global pricing here: https://avayacloud.com/products/cloud/#pricing.

If you see an unsupported country and you’re curious why that’s the case email us at [email protected] or chat with us via the site messenger.

Do you offer volume pricing for voice services?

Yes. We offer custom pricing plans for high-volume voice services users, so please don't hesitate to contact our sales team at [email protected] to get rates.

Am I charged for calls that do not connect?

A call start is defined by the connection and not by the dial. If the call does not connect, no charge is incurred.

What type of formatting is acceptable for entering numbers?

The ‘To’, ‘From’, and ‘ForwardedFrom’ parameters are automatically formatted on our end. White space will be trimmed and invalid values like letters or symbols will be parsed out. This allows you to use any formatting you wish. For example:


For more information about call parameters, please visit: http://docs.zang.io/aspx/inboundxml#dial.

How do I purchase a phone number?

Avaya OneCloud CPaaS offers two types of numbers that are purchasable via the ‘Numbers’ menu of your account: local and toll-free. Click through ‘Buy a Phone Number’ to see a complete list of numbers available. In this menu you can switch between local and toll-free, also make sure to pay attention to the icons beside the number - they denote whether a number is capable of inbound voice support, inbound SMS, and/or inbound MMS.

If you have a specific need for particular prefixes or range of prefix, please contact [email protected].

Do you provide toll-free numbers?

Yes. We support toll-free numbers in 40+ countries, starting as low as $2/month. For a full list of support countries and rates, please contact [email protected].

Does Avaya OneCloud CPaaS support voice conferencing?

Yes. Like the <Number> element, the <Conference> element is only nested within the <Dial> element. Instead of dialing a number, the <Conference> element allows the ongoing call to connect to a conference room.
By default, all callers will hear hold music until two callers are in the room. To change this behavior, ‘startConferenceOnEnter’ may be set to ‘true’ or ‘false’. The waitUrl attribute may be used to set a custom
MP3. For greater customization, the URL of an InboundXML document can be used while callers are waiting as well. If an InboundXML document is used, the <Gather> <Record> and <Dial> elements are not allowed.
When callers enter or exit the room, a beep is heard if the beep attribute is set to the default value of ‘true’. A participant can be initially muted by setting the muted attribute to ‘true’.
The conference room can be limited to a certain number of participants by setting the ‘maxParticipants’ attribute. The ‘endConferenceOnExit’ attribute is used to end a conference when an specific user (or any one of many users) exits.

For more information on conferencing, please visit: http://docs.zang.io/aspx/inboundxml#conference.

Does Avaya OneCloud CPaaS provide automatic speech recognition services?

Yes. We have recently added a new verb called <GetSpeech> to our InboundXML scripting interface. <GetSpeech> acts similar in programmability to the <Gather> verb currently used to collect DTMF digits.

For more information on this newly released feature, please contact us at [email protected].

Can I enable Text-to-Speech with Avaya OneCloud CPaaS?

Yes. The <Say> element reads text to the caller using our text-to-speech engine. The current version of our <Say> element supports different options for voices, languages, and genders.

For more information on those options and our Text-to-Speech engine, please visit: http://docs.zang.io/aspx/inboundxml#say.

What languages are supported via Text-to-Speech?

The following languages are supported in both male and female voices:
Language Name - Language Code
en-US - US English
ja-JP - Japanese
tr-TR - Turkish
sv-SE - Swedish
ru-RU - Russian
ro-RO - Romanian
pt-PT - Portuguese
pt-BR - Brazilian Portuguese
pl-PL - Polish
nl-NL - Dutch
nb-NO - Norwegian
it-IT - Italian
is-IS - Icelandic
fr-FR - French
fr-CA - Canadian French
es-US - US Spanish
es-ES - Castilian Spanish
en-GB-WLS - Welsh English
en-IN - Indian English
en-GB - British English
en-AU - Australian English
de-DE - German
da-DK - Danish
cy-GB - Welsh

What type of information can I collect about incoming phone calls?

Avaya OneCloud CPaaS provides’ carrier services’, which means you can collect useful information about incoming phone calls. We breakup carrier services into the following three functions:

• Worldwide Carrier Lookup
   - With just a phone number, you can look up information about the number, including items like the country code, carrier, and if the device is a mobile.

• BNA Lookup
   - Billing Name Address (BNA) Lookup enables you to find the physical location and name associated with a phone number, available in regions with a +1 area code.

• CNAM Lookup
   - Provides a way to look up the caller name (CNAM) caller ID information of a phone number for a person or company.

Learn more about Avaya OneCloud CPaaS carrier services here: https://avayacloud.com/products/cloud/carrier-services.

Does Avaya OneCloud CPaaS support SIP registration??

Yes, with SIP Registration you can connect your SIP-enabled devices or soft phones directly to Avaya OneCloud CPaaS and use our API to build call-handling logic.

In order to send and receive calls using SIP Registration, some setup steps will be required:

  1. Log into the Avaya OneCloud CPaaS portal, and create a new SIP Domain.
  2. Enable SIP Registration.
  3. Configure your SIP-enabled phone to connect to Avaya OneCloud CPaaS.
  4. Buy a phone number.
  5. Use the Avaya OneCloud CPaaS API to call your SIP phone when a call comes in to that number.

For more information, please refer to our getting started guide here: http://docs.zang.io/aspx/rest#sip-getting-started. If you need assistance with SIP registration, contact [email protected].