Genesys Cloud - Main

Hi,

I would like to retrieve data from the SIP UUI header by using the built-in variable "Call.UUIData" in Architect, however the extracted value is blank.

In the SIP message, I can see the "X-UserToUser" header is configured with a value, the below SIP log is extracted from Edge.


#Routing(ACD/IVR)
#SIP/VolP

------------------------------
WONG CHEE HOW
NTT Singapore Solutions Pte. Ltd.
------------------------------

What is your setting for UUI under Protocol on the External Trunk settings?

Default is "User-to-User", but that message has the proprietary Audiocodes "X-UserToUser"



------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

Hi George,

My UUI setting is "X-User-to-User" type, and I have tried both "Hex" and "ASCII" encoding format.

------------------------------
WONG CHEE HOW
NTT Singapore Solutions Pte. Ltd.
------------------------------

Original Message:
Sent: 12-12-2019 09:21
From: George Ganahl
Subject: Architect could not retrieve data from "X-UserToUser" field

What is your setting for UUI under Protocol on the External Trunk settings?

Default is "User-to-User", but that message has the proprietary Audiocodes "X-UserToUser"

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

ASCII would be what you want. I don't have any ideas on what might be going wrong...I'm not sure if there is anything else you need to do to see it in the Inbound Call flow.

I'll ask around some more.

Have you already opened a case with Care?

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 12-12-2019 09:46
From: WONG CHEE HOW
Subject: Architect could not retrieve data from "X-UserToUser" field

Hi George,

My UUI setting is "X-User-to-User" type, and I have tried both "Hex" and "ASCII" encoding format.

------------------------------
WONG CHEE HOW
NTT Singapore Solutions Pte. Ltd.
------------------------------


Original Message:
Sent: 12-12-2019 09:21
From: George Ganahl
Subject: Architect could not retrieve data from "X-UserToUser" field

What is your setting for UUI under Protocol on the External Trunk settings?

Default is "User-to-User", but that message has the proprietary Audiocodes "X-UserToUser"

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Thank you George. 

Yes, I have already raised a case (#0002670501) with Care and waiting for information.

------------------------------
WONG CHEE HOW
NTT Singapore Solutions Pte. Ltd.
------------------------------

Original Message:
Sent: 12-12-2019 11:07
From: George Ganahl
Subject: Architect could not retrieve data from "X-UserToUser" field

ASCII would be what you want. I don't have any ideas on what might be going wrong...I'm not sure if there is anything else you need to do to see it in the Inbound Call flow.

I'll ask around some more.

Have you already opened a case with Care?

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 12-12-2019 09:46
From: WONG CHEE HOW
Subject: Architect could not retrieve data from "X-UserToUser" field

Hi George,

My UUI setting is "X-User-to-User" type, and I have tried both "Hex" and "ASCII" encoding format.

------------------------------
WONG CHEE HOW
NTT Singapore Solutions Pte. Ltd.


Original Message:
Sent: 12-12-2019 09:21
From: George Ganahl
Subject: Architect could not retrieve data from "X-UserToUser" field

What is your setting for UUI under Protocol on the External Trunk settings?

Default is "User-to-User", but that message has the proprietary Audiocodes "X-UserToUser"

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

The PureCloud Edge looks for "x-User-To-User" in the header to populate Call.UUIData, so you need to check the configuration on the Mediant 800C to make sure it is sending UUI in the right format.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

Thanks George. I have configured "x-User-To-User" in the header now. But this time the call could not get through, i was getting SIP error: 480 Temporarily Unavailable.



------------------------------
WONG CHEE HOW
NTT Singapore Solutions Pte. Ltd.
------------------------------

Original Message:
Sent: 12-12-2019 16:12
From: George Ganahl
Subject: Architect could not retrieve data from "X-UserToUser" field

The PureCloud Edge looks for "x-User-To-User" in the header to populate Call.UUIData, so you need to check the configuration on the Mediant 800C to make sure it is sending UUI in the right format.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

HI all, just to know if the problem was finally solved.
I'm facing the same issue on inbound calls: error: 480 temporarily unavailable when I try to use the x-User-to-User header.


------------------------------
Matteo Paratici
NTT Data Italia S.p.A.
------------------------------

Original Message:
Sent: 12-16-2019 01:23
From: WONG CHEE HOW
Subject: Architect could not retrieve data from "X-UserToUser" field

Thanks George. I have configured "x-User-To-User" in the header now. But this time the call could not get through, i was getting SIP error: 480 Temporarily Unavailable.

------------------------------
WONG CHEE HOW
NTT Singapore Solutions Pte. Ltd.
------------------------------


Original Message:
Sent: 12-12-2019 16:12
From: George Ganahl
Subject: Architect could not retrieve data from "X-UserToUser" field

The PureCloud Edge looks for "x-User-To-User" in the header to populate Call.UUIData, so you need to check the configuration on the Mediant 800C to make sure it is sending UUI in the right format.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

The solution was to add ;encoding=ascii on the end of the header being sent from the Mediant to the Edge:

"Further feedback has been provided to us, and it's become apparent that the INBOUND INVITE, from the SBC, should include 'encoding=ascii' within the 'X-User-To-User' header.

The header should look something like 'X-User-To-User:1894317F;encoding=ascii'"

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 04-23-2020 16:32
From: Matteo Paratici
Subject: Architect could not retrieve data from "X-UserToUser" field

HI all, just to know if the problem was finally solved.
I'm facing the same issue on inbound calls: error: 480 temporarily unavailable when I try to use the x-User-to-User header.

It could be very helpful, if you can share some suggestion received form Care on raised case.

Best regards,
Matteo

------------------------------
Matteo Paratici
NTT Data Italia S.p.A.
------------------------------


Original Message:
Sent: 12-16-2019 01:23
From: WONG CHEE HOW
Subject: Architect could not retrieve data from "X-UserToUser" field

Thanks George. I have configured "x-User-To-User" in the header now. But this time the call could not get through, i was getting SIP error: 480 Temporarily Unavailable.

------------------------------
WONG CHEE HOW
NTT Singapore Solutions Pte. Ltd.


Original Message:
Sent: 12-12-2019 16:12
From: George Ganahl
Subject: Architect could not retrieve data from "X-UserToUser" field

The PureCloud Edge looks for "x-User-To-User" in the header to populate Call.UUIData, so you need to check the configuration on the Mediant 800C to make sure it is sending UUI in the right format.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Great!!
thank you very much George, your information has been invaluable and has helped me finally solve the problem.
If you can, my suggestion is to update also the online documentation (https://help.mypurecloud.com/articles/uui-data-formats/) that report incomplete informations about the x-User-To-User format.

Best regards,
Matteo

------------------------------
Matteo Paratici
NTT Data Italia S.p.A.
------------------------------

Original Message:
Sent: 04-23-2020 17:40
From: George Ganahl
Subject: Architect could not retrieve data from "X-UserToUser" field

The solution was to add ;encoding=ascii on the end of the header being sent from the Mediant to the Edge:

"Further feedback has been provided to us, and it's become apparent that the INBOUND INVITE, from the SBC, should include 'encoding=ascii' within the 'X-User-To-User' header.

The header should look something like 'X-User-To-User:1894317F;encoding=ascii'"

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 04-23-2020 16:32
From: Matteo Paratici
Subject: Architect could not retrieve data from "X-UserToUser" field

HI all, just to know if the problem was finally solved.
I'm facing the same issue on inbound calls: error: 480 temporarily unavailable when I try to use the x-User-to-User header.

It could be very helpful, if you can share some suggestion received form Care on raised case.

Best regards,
Matteo

------------------------------
Matteo Paratici
NTT Data Italia S.p.A.


Original Message:
Sent: 12-16-2019 01:23
From: WONG CHEE HOW
Subject: Architect could not retrieve data from "X-UserToUser" field

Thanks George. I have configured "x-User-To-User" in the header now. But this time the call could not get through, i was getting SIP error: 480 Temporarily Unavailable.

------------------------------
WONG CHEE HOW
NTT Singapore Solutions Pte. Ltd.


Original Message:
Sent: 12-12-2019 16:12
From: George Ganahl
Subject: Architect could not retrieve data from "X-UserToUser" field

The PureCloud Edge looks for "x-User-To-User" in the header to populate Call.UUIData, so you need to check the configuration on the Mediant 800C to make sure it is sending UUI in the right format.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Hi all,

Would like to seek help here since we tried many time but still cannot work.

I followed all the suggestion, confirmed the encoding format is align on both end. Architec cannot get the UUI from Audiocodes, always show empty. I would like to confirm the header should be "X-User-To-User"? Or "x-User-to-User"? What else can we further check?

Thanks in advance.

Edmond Chan

------------------------------
Edmond Chan
Continuous Technologies International Limited
------------------------------

Original Message:
Sent: 04-27-2020 16:02
From: Matteo Paratici
Subject: Architect could not retrieve data from "X-UserToUser" field

Great!!
thank you very much George, your information has been invaluable and has helped me finally solve the problem.
If you can, my suggestion is to update also the online documentation (https://help.mypurecloud.com/articles/uui-data-formats/) that report incomplete informations about the x-User-To-User format.

Best regards,
Matteo

------------------------------
Matteo Paratici
NTT Data Italia S.p.A.
------------------------------


Original Message:
Sent: 04-23-2020 17:40
From: George Ganahl
Subject: Architect could not retrieve data from "X-UserToUser" field

The solution was to add ;encoding=ascii on the end of the header being sent from the Mediant to the Edge:

"Further feedback has been provided to us, and it's become apparent that the INBOUND INVITE, from the SBC, should include 'encoding=ascii' within the 'X-User-To-User' header.

The header should look something like 'X-User-To-User:1894317F;encoding=ascii'"

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys


Original Message:
Sent: 04-23-2020 16:32
From: Matteo Paratici
Subject: Architect could not retrieve data from "X-UserToUser" field

HI all, just to know if the problem was finally solved.
I'm facing the same issue on inbound calls: error: 480 temporarily unavailable when I try to use the x-User-to-User header.

It could be very helpful, if you can share some suggestion received form Care on raised case.

Best regards,
Matteo

------------------------------
Matteo Paratici
NTT Data Italia S.p.A.


Original Message:
Sent: 12-16-2019 01:23
From: WONG CHEE HOW
Subject: Architect could not retrieve data from "X-UserToUser" field

Thanks George. I have configured "x-User-To-User" in the header now. But this time the call could not get through, i was getting SIP error: 480 Temporarily Unavailable.

------------------------------
WONG CHEE HOW
NTT Singapore Solutions Pte. Ltd.


Original Message:
Sent: 12-12-2019 16:12
From: George Ganahl
Subject: Architect could not retrieve data from "X-UserToUser" field

The PureCloud Edge looks for "x-User-To-User" in the header to populate Call.UUIData, so you need to check the configuration on the Mediant 800C to make sure it is sending UUI in the right format.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys