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Extract the conversation id from SIP header and passed in the API parameter to retrieve the conversation transcript

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  • 1.  Extract the conversation id from SIP header and passed in the API parameter to retrieve the conversation transcript

    Posted 03-07-2023 20:21
    Edited by Raymond Chui 03-07-2023 20:22
    No replies, thread closed.

    We have a use case where-in CC agent need to see the customer conversation transcript once call will be forwarded to genesys by audiocodes<o:p></o:p>

    As customer ßà voicebot transcript is stored at our company Azure BLOB storage<o:p></o:p>

    What I expect:<o:p></o:p>

    1. Genesys will extract the conversationID from the SIP header and call the company API to retrieve the transcript by conversation ID.
    2. There will be minimum orchestration at genesys to call the API

    Please let us know how we can achieve this in genesys or there can be any alternate/simplified solution.


    #Integrations

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    Raymond Chui
    AXA Group Operations Hong Kong Limited
    ------------------------------



  • 2.  RE: Extract the conversation id from SIP header and passed in the API parameter to retrieve the conversation transcript

    Posted 03-08-2023 08:00
    No replies, thread closed.

    Hi

    if I understand correctly.

    For point 1, if call arriving on a sip trunk into Genesys, which will be configured in the Admin Trunk section, you can edit the external trunk and enable "User to User Information" (UUI)

    You set the sip header name, encoding and protocol discriminator. e.g.

    Genesys will do its thing and the extracted value will be available in Architect flow in the system variable Call.UUIData

    Link to info https://help.mypurecloud.com/articles/about-user-to-user-information-uui/



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    Simon Brown
    Maintel Europe Limited
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    Original Message


  • 3.  RE: Extract the conversation id from SIP header and passed in the API parameter to retrieve the conversation transcript

    Posted 03-08-2023 20:26
    No replies, thread closed.

    Hi Simon,

    Thank you for the information and we'll try this 

    Raymond Chui



    ------------------------------
    Raymond Chui
    AXA Group Operations Hong Kong Limited
    ------------------------------

    Original Message


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