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  • 1.  Call.UUIData

    Posted 11-13-2025 08:11
    No replies, thread closed.

    Hi,

    We are finding a few calls coming into our main Inbound call flow missing the Call.UUIData. I can see that is being captured prior to getting to our first flow. We do a Set Participant Data on it in the beginning of our first flow. But, I'm not sure where it's captured and why in some instances it may be missing. Any insight would be appreciated.

    Thanks


    #Telephony

    ------------------------------
    Kara VanderBeek
    Athene USA
    Automation Lead Analyst
    ------------------------------


  • 2.  RE: Call.UUIData

    Posted 11-13-2025 11:04
    No replies, thread closed.

    Hi Kara,

    Have you read through the resource center documentation for Set UUI Data action and Enable the User to User Information settings.

    If you are sure its all setup correctly, then it may require a ticket with Genesys Product Support to clarify why its not being set on all interactions.  Hopefully someone else in the community might be able to shed some more light on other possible reasons.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Call.UUIData

    Posted 11-14-2025 07:13
    No replies, thread closed.

    Hi Kara,

    when you say that you see that the Call.UUIData is being captured; where do you see it? In pcap trace?
    I had a similar problem, and the cause was a malforming of the user-to-user header; the header was present at the SIP Invite but not in a correct way, so it was in pcap trace but Call.UUIData was empty.



    ------------------------------
    Fabian Teves
    Ingeneria de Comunicaciones
    ------------------------------



  • 4.  RE: Call.UUIData
    Best Answer

    Posted 11-14-2025 08:17
    No replies, thread closed.

    Hi,  https://help.mypurecloud.com/articles/uui-data-formats/  has the details about different headers, encodings ...

    Also, some possible causes for Call.UUIData bein empty. 

    If the data is hex encoded, this one might apply, it depends on the data passed, so can be different per call:

    Warning: In some cases, sending UUI data using HEX encoding to Genesys Cloud causes problems. More specifically, if the decoded HEX data results in ASCII characters that exist in the extended ASCII character set, the SIP service cannot properly decode the HEX data. So, if your UUI data must use characters from the extended ASCII character set (character 128-255), encode your UUI data using ASCII format.



    ------------------------------
    Christian Karpp
    Principal PS Consultant
    ------------------------------

    Original Message


  • 5.  RE: Call.UUIData

    Posted 11-14-2025 09:40
    No replies, thread closed.

    Hi Fabian, 

    Yes we are seeing it in the pcap.  It is sporadic and not happening on every call.  Appears the header is X-User-to-user and doing some research appears this may cause sporadic issues with parsing Call.UUIData.  Is this similar to your issue?  If so, how did you resolve?



    ------------------------------
    Matt Kirkpatrick
    perations System Administrator
    ------------------------------

    Original Message


  • 6.  RE: Call.UUIData

    Posted 11-17-2025 06:59
    No replies, thread closed.

    Hi Matt, I was receiving the UUI like this:

    User-to-User: 0004,0025487679,01495465,S,M,,RAE,CallBack,1169693340,7230;encoding=ascii,0004,0025487679,01495465,S,7230,6622,M," ",PreatInversiones,RAE," ";encoding=ascii;purpose=isdn-uui;content=isdn-uui

    As you see, after the first "encoding=ascii" I received more information and in those cases the Call.UUIData was empty.

    I am using User-to-User,  not X-User-to-User.

    Regards

    I solved this by deleting at the SBC all the string after the first "encoding=ascii"



    ------------------------------
    Fabian Teves
    Ingeneria de Comunicaciones
    ------------------------------

    Original Message


  • 7.  RE: Call.UUIData

    Posted 11-14-2025 22:21
    No replies, thread closed.

    Hi @Kara VanderBeek, 

    Are these calls coming on BYOC trunks? Can you please provide more details on the telephony of your Org? 

    Thanks,



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 8.  RE: Call.UUIData

    Posted 11-17-2025 07:34
    No replies, thread closed.

    Hi Tatjana,

    I am not super familiar with the trunk setup, as our Telecom team did most of that work. But, they do say Generic BYOC Carrier, so I'm assuming they are BYOC. We are trying to talk with our Telecom on this as well.

    Thanks,



    ------------------------------
    Kara VanderBeek
    Automation Lead Analyst
    ------------------------------

    Original Message


  • 9.  RE: Call.UUIData

    Posted 11-17-2025 13:05
    No replies, thread closed.

    Hi @Kara VanderBeek,

    Thank you for confirming the telephony details (BYOC). Yes, please reach out to your Telecom and ask them to investigate why X-User-To-User is not populated for some calls. 

    Thanks,



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


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