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Frequently Asked Questions

Getting Started

1) What can I build using Avaya OneCloud CPaaS?

Avaya OneCloud CPaaS offers enterprises an easy-to-use platform with a comprehensive set of telecommunications functions, which can be seamlessly incorporated into any type of application. Avaya OneCloud CPaaS gives enterprises the freedom to build any voice- and/or SMS-enabled applications they can think of.

Search for code examples in your language:

If you’d like to see a language that we don’t cover, contact us.

2) What can’t I build on Avaya OneCloud CPaaS?

Emergency services, unsolicited marketing, and applications that serve to assist or perform activities deemed illegal are not allowed.

For SMS/MMS specifically, we also recommend you refer to our SMS/MMS Code of Conduct.

We provide examples of apps that you can build on Avaya OneCloud CPaaS in a few different places:

Also, if you’re looking for examples built using a specific language, then please refer to the following links: 

If you’d like to see a language that we don’t cover, contact us.

3) Does Avaya OneCloud CPaaS provide a REST API?

Yes. Our REST API can initiate calls, buy phone numbers, send SMS messages, get detailed information about account activity, create conference calls, and much more. Experience with REST is useful when developing with Avaya OneCloud CPaaS, but it is not required. We do our best to provide information needed for working with our REST API in our documentation.

Dive into our documentation to learn about our REST APIs

What can I do with a trial account?

Upon signing up for Avaya OneCloud CPaaS, you will be awarded a complimentary $2.00 credit. This will help you to get started familiarizing yourself with the platform and building/testing your initial application. The free credits can be applied to all of Avaya OneCloud CPaaSs features except international calling.

A trial account has the following restrictions:

  • Maximum of 1 outbound call or SMS per second 
  • Limit of 1 phone number 
  • Limited international calling destinations 
4) How do I get a trial account?

Please reach out to our sales team by providing your details on the Contact form and we will reach out to you and guide you through creating your trial account.

Also, consider taking a look at the following materials: 

5) How do I upgrade to a production account?

Upon signing up for Avaya OneCloud CPaaS, you are provided with a trial account and free credit, so you can purchase a phone number and begin to use the service. To change your trial account to a production account, please contact your Avaya sales representative.


1) What type of messaging services does Avaya OneCloud CPaaS provide?

Avaya OneCloud CPaaS supports both MMS and SMS messaging. For more information about our messaging services, visit CPaaS Capabilities.

2) What types of messaging apps can I build on Avaya OneCloud CPaaS?

You can build applications for customer notifications, authentication, polling and surveying, and much more. Check out the examples in our helper libraries to kickstart your next app.

3) What is the character limit for MMS messages and SMS text messages?

The text portion of MMS/SMS messages is limited to 160 characters. 

4) Can I SMS or MMS-enable a ported number?

Yes, ported numbers can be enabled with both SMS and MMS. If you need more information contact us.

5) What type of content can I share in an MMS?

With MMS, you have the ability to share audio, images, and video with MMS-capable numbers in the U.S. and Canada. We support the following formats:

  • Audio: amr, mp3, wav 
  • Images: jpg, gif, png 
  • Video: mp4, avi, flv 

The media size limit is 5MB. We do not support sending more than one media file in the message body at this time. MMS is currently only supported in the U.S. and Canada. 

Learn more about the MMS feature.

6) What countries support Avaya OneCloud CPaaS MMS?

Currently, MMS is only supported in the US and Canada.

7) What countries do you support for SMS?

Two-way SMS is only supported in U.S. and Canada at this time.  We do support outbound SMS internationally (country availability varies).  

To see a list of supported countries, please refer to our global pricing.

If you see an unsupported country contact us for more information.

8) What is SMS concatenation and does Avaya OneCloud CPaaS support it?

A standard SMS is limited to 160 characters, yet most mobile devices support the ability to display text messages that are longer than this limit. From a user’s perspective, they’ll see a text greater than 160 characters as a seamless message. In order for this to happen a carrier must support the automatic splitting and concatenation (or stitching together) of text messages. 

We support SMS concatenation, which means you don’t have to worry about the length of your text messages. We split up longer text messages (both inbound and outbound) in the background, but your customer will always receive it as one simple SMS.

9) Can I use a toll-free number to send MMS and SMS text messages?

Yes, most of our US and Canadian Toll Free numbers are SMS/MMS enabled by default.  If you want to SMS/MMS enable your existing Toll Free Number, we support the ability to do that without completely porting over the number (the voice channel can remain with the existing voice provider). See Phone Numbers to learn more.

10) Do you support inbound messaging to Avaya OneCloud CPaaS numbers?

To see a list of supported countries, please refer to our global pricing.

11) Where can I learn how to send an SMS or MMS via Avaya OneCloud CPaaS?

After you’ve purchased an Avaya OneCloud CPaaS number or enabled your ported number, check out the following links to learn more about sending SMS or MMS messages:

You can also learn more about SMS/MMS by checking out our helper libraries.

12) How many SMS/MMS text messages can I send at a time?

By default, there is a 1 SMS/MMS per second limit on messages. If you need to send SMS/MMS messages at a higher rate, please contact us to get more information.

13) What are the default SMS filtering behaviors?

All Avaya OneCloud CPaaS numbers that haven't yet had a user supplied SMS request URL set are provided with the following default SMS filtering behaviors: 

  • If a recipient replies to a Avaya CPaaS SMS message with STOP, QUIT, or UNSUBSCRIBE, they will no longer receive SMS messages from that number. 

  • The keywords START, YES, or SUBSCRIBE revert this blocking. 

  • HELP informs the recipient of the above keywords. 

Once an SMS request URL is set, this default behavior stops, allowing developers to implement their own SMS filtering solution. Check out:  Also refer to our CPaaS Security & Architecture Guide for more information on our un-subscription service. 

Our messaging rates can be found on our global pricing.

14) Where can I find the rates for SMS and MMS?

Our messaging rates can be found on our global pricing chart here.

15) Do you provide short codes?

Yes. You can lease existing, pre-approved shared short codes through Avaya OneCloud CPaaS. These shared short codes are provisioned instantly and enable you to bypass the lengthy process of obtaining a dedicated short code. 

Although, we’ll also help you through the process of obtaining and deploying dedicated short codes. These are short codes just for your business. Please contact us to get more information.

16) What’s the difference between 'short codes' and 'long codes'

A long code is simply a unique, 10-digit phone number and is a short code is a 5 or 6 digit number. 

Long codes are suited for P2P (Peer-to-Peer) apps that encourage interaction between individuals. In many cases, local regulations (including in the US) require that all P2P communication is established with a long code. 

A short code is required for A2P (Application-to-Peer) apps. These types of apps enable a business to send bulk messages to individuals and in many cases is legally required to send mass messages to customers.

17) Do you offer volume pricing for messaging services?

Yes. We offer custom SMS/MMS pricing plans for high-volume users. Please contact us to get more information.


1) How do I make a call with Avaya OneCloud CPaaS?

After you’ve purchased an Avaya OneCloud CPaaS number or ported your existing number, check out our API Explorer for a simple tutorial on making your first call.

You can also learn more about the voice feature by checking out our helper libraries.

2) What voice compression is supported?

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

3) 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, please contact us to get the process started.

4) 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's 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 cannot 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.

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

5) Does Avaya OneCloud CPaaS enable call recording?

Yes. The  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 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 should make a POST to the URL of the current InboundXML document. 

Learn more about call recording

6) 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.

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

To see a list of supported countries, please refer to our global pricing. If you see an unsupported country, please contact us.

8) Do you offer volume pricing for voice services?

Yes. We offer custom pricing plans for high-volume voice services users, so please contact us.

9) 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. 

10) 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:


Learn more about call parameters.

11) 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 us.

12) 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 supported countries and rates, please contact us.

13) Does Avaya OneCloud CPaaS support voice conferencing?

Yes. Like the Number element, the element is only nested within the Dial element. Instead of dialing a number, the 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 and 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. 

Learn more about conferencing.

14) 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 verb currently used to collect DTMF digits. 

For more information on this newly released feature, please contact us.

15) 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. 

Learn more about the options and our Text-to-Speech engine.

16) 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 
17) 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 break up 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 CPaaS carrier services.

18) 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: 

  • Log into the Avaya OneCloud CPaaS portal, and create a new SIP Domain. 
  • Enable SIP Registration. 
  • Configure your SIP-enabled phone to connect to Avaya OneCloud CPaaS. 
  • Buy a phone number. 
  • Use the Avaya OneCloud CPaaS API to call your SIP phone when a call dials that number. 

For more information, please refer to our getting started guide. If you need assistance with SIP registration, please contact us.


1) Can I get a local Avaya OneCloud CPaaS number in my area code?

Avaya OneCloud CPaaS provides phone numbers in nearly every area code in the U.S. and Canada, although there are a handful of regions where we don’t have numbers available. You can view pricing and country availability here.

2) Can I pick any phone number I want?

As long as it hasn’t already been taken, yes! Navigate through all available local and toll-free numbers by clicking into the Numbers menu (found along the top navbar). 

If you have a specific need for particular prefixes or a range of prefixes, please contact us. Also, please check our pricing/rates to see where we offer numbers.

3) Can I port an existing phone phone number to my Avaya OneCloud CPaaS account?

Yes, you can port existing numbers across carriers, within the country in which they were initially established. Porting over an existing number requires you to fill out a Letter of Authorization or RODAA and provide a copy of the most recent bill associated with the number(s) being ported over. Please contact us.

4) How much does it cost to port a number?

Porting a phone number in the U.S. and Canada starts at as little as $1.00 USD per number, but we offer volume discounts. Please contact us.

5) How long does it take a port a number?

The time it takes to port a number varies across carriers and countries. Typically, the number porting process can take as little as 24-48 hours or as long as 30 days. We’ll work with you and your carriers to ensure that this process is as short as possible. 

6) How do I buy a number through Avaya OneCloud CPaaS?

Avaya OneCloud CPaaS offers two types of numbers that are purchasable via the Numbers menu of your account: local and toll-free. Click 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 us.

7) How many numbers can I purchase?

Under a "trial" account, you are limited to one number. After you have upgraded to a "production" account that restriction is removed and you can purchase as many you want as long as you have credit available.

8) Can I cancel/delete a number I’ve purchased through Avaya OneCloud CPaaS?

Yes. Once you have logged in, simply navigate to Numbers in the navbar, then click on the Manage Numbers dropdown. Click on the number that you’d like to delete and hit Release Number. The number is then released and any future costs (past the current month’s charges) associated to your ownership of the number are also released. 

If you have deleted a number in error, please contact us.

9) Where can I see the pricing for all the countries you support?

Here you can view pricing and country availability. If you need further assistance please contact us.

10) How do I set up my number(s)?

Phone numbers are instantly provisioned when you buy them. And you always get the choice of SMS/MMS-enabled numbers or just voice. After you have purchased a number, you can view and manage them via the Avaya OneCloud CPaaS portal. 


1) How am I charged while using Avaya OneCloud CPaaS?

Your organization will receive an invoice every month based on the usage of the prior month.

2) Who do I contact if I am having trouble with the mobile number verification step?

Please contact us for help.

3) What can I do with Avaya OneCloud CPaaS’s free trial?

Upon signing up for an Avaya Cloud account and accessing the Avaya OneCloud CPaaS dashboard, you can request complimentary credit from our Sales team, please contact us to get started. This will help you to get started familiarizing yourself with the platform and building/testing your initial application. The free credits can be applied to all Avaya OneCloud CPaaS features except international calling. 

A trial account includes the following restrictions:

  • Maximum of 1 outbound call or SMS per second
  • Limit of 1 phone number
  • Limited international calling destinations
4) Do you support parent/child accounts?

Not at this time, but it's on our roadmap.

5) What if I want to cancel my account?

If you want to cancel your account, simply stop funding it. Once your balance reaches zero we’ll automatically close your account after 60 days. If at any time you want to have your account closed, please contact us.

6) Do you round minutes for the purpose of billing?

Yes. For phone calls, your account is billed on a per minute basis and minutes are rounded to the nearest whole number.