Genesys Cloud - Main

Hi Community,

I have the following requirement, and I believe it may not be possible to achieve with Genesys Cloud.

My organization has an external IVR where flows or agents can transfer calls along with UUI data. The IVR reads the UUI information and performs the corresponding actions. This scenario is currently working as expected.

However, we now have a new requirement: agents need to be able to establish a conference call with the external IVR while also sending UUI data. In this case, it appears that the UUI information is not passed when a conference is created. I verified this by analyzing the interaction's PCAP file, and I could not see the UUI data being transmitted.

My understanding is that UUI delivery is supported only during transfer/disconnect scenarios and not during conference operations.

As a workaround, I found that performing a consult transfer to the IVR and then converting it into a conference works correctly because the UUI data is delivered during the consult transfer. However, this solution is only valid the first time. If the IVR later disconnects from the conference and the agent needs to bring it back again, the Consult Transfer option becomes unavailable, preventing the process from being repeated.

Adding the IVR from the conference button (invite/consult participant) doesn´t work either.

Has anyone encountered a similar requirement or found an alternative approach to pass UUI data when adding an IVR participant to an existing conference?