Integration with Nuance Mix DLGaaS for voice applications

Last Updated : Jun 05, 2026 |

In Avaya Experience Portal , applications like Orchestration Designer or VXML connect to a Nuance Mix DLGaaS bot by using a defined grammar. The VXML grammar must have the application/avaya-ep-csr type attribute . Avaya Experience Portal uses the gRPC framework-based integration to support the Nuance Mix Dialog as a Service (DLGaaS). The gRPC API defines the interaction between Experience Portal and Nuance. Download this API from Nuance Mix documentation.

AEP Nuance Mix integration call flow diagram

The following sequence depicts a typical flow of messages in Avaya Experience Portal integration with Nuance Mix DLGaaS:

  1. A customer makes a call to Avaya Experience Portal.

  2. The call arrives on Avaya Experience Portal (MPP) via Session Border Controller (SBC).

  3. MPP starts the Nuance Mix VXML application, which connects with Nuance Mix using the configured URN and credentials.

  4. Nuance Mix sends a response, containing audio prompts and custom payloads, if defined, to MPP.

  5. MPP plays the audio to a customer call. It interprets the custom payload that is sent in response from the bot and performs actions such as collecting DTMF or transfer. After this, it sends back details to the bot. Additionally, MPP streams audio to the Nuance Mix bot.

  6. Nuance sends a response to MPP with audio and custom payload, if defined.

  7. MPP Nuance Mix VXML application loops back to step 5 until the interaction is completed.

Avaya Experience Portal provides service-menu style DTMF and Voice Activity detection services for Nuance Mix.