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  • 1.  Maintaining Conversation ID After Call Transfer using SIP INVITE

    Posted 03-05-2024 09:48
    Edited by Max Ando 03-05-2024 13:15

    We're encountering a scenario where calls transferred from our external IVR vendor to Genesys using SIP INVITE are creating new conversation IDs. Ideally, we'd like to maintain a single conversation ID throughout the call, even after the transfer. The VENDOR can use SIP REFER but needs to use SIP INVITE to enable some of their features.

    Current Behavior:

    1. Customer calls us (Genesys).
    2. Flow will transfer the call to our vendor
    3. The IVR vendor interacts with the customer.
    4. The IVR vendor transfers the call back to us using SIP INVITE.
    5. Genesys creates a new conversation ID for the transferred leg.

    Desired Outcome:

    We want to ensure a single conversation ID is associated with the entire call, even after the vendor transfers it back using SIP INVITE.


    #Routing(ACD/IVR)
    #SIP/VolP

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    Max Ando
    Fabletics Inc
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  • 2.  RE: Maintaining Conversation ID After Call Transfer using SIP INVITE

    Posted 03-05-2024 11:22

    Two possible answers:

    1. Put your outside vendor on your system as agents so you can have full visibility and control over the conversation.
    2. Have your outside vendor use SIP REFER back to you so it comes back into Genesys as the original conversation session.  This requires you not to release call on transfer.  


    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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