Genesys Cloud - Main

Hi All,

I wanted some advice on how I could transfer a call with some data from GC (call arrived in GC and after some IVR or voice bot interaction we deem it must be transferred with data to an engage environment) to agents on an engage environment.  How can this ben done?

Thanks

Hi Kashaf

We have a setup where we transfer the call the other way.  Call arrives on engage environment and then transfers to Genesys cloud using the following.

1. Create SIP trunk between engage and Genesys cloud environment
2. Map user data in SIP header and then map it to a variable
3. In architect, use the append or slot function to string together the customer data.
4. On engage SIP server, enable sip header for user data on the options.

Might need some additional config but this should get you started.

Regards

Thanks Stephan

Hi Kashaf. 

I configured it exactly this way, "Cloud to Engage," using UUI.

Basically, in architect you have their variables using "update data," for example: flow.PhoneCustomer, flow.ANI, flow.EmailCustomer, etc.

You need to have a variable, for example, with name flow.SendUUI.

flow.SendUUI = append(flow.PhoneCustomer, "|", flow.ANI, "|", flow.EmailCustomer) ---- thinking that the separator is a pipe

Finally, before the transfer block, you will add a "Set UUI Data"

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Only reference

https://help.genesys.cloud/articles/set-uui-data-action/

https://help.genesys.cloud/articles/user-to-user-information-uui-overview/

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Thanks Kaio