Genesys Cloud - Main

Looking to transfer data from GC to Avaya
Have a call coming in to GC and the agent gets a URL screenpop from ServiceNow.  Agent opens a SN ticket and then needs to transfer to an agent on Avaya.  Need to be able to send the SN information along with the transferred call to the Avaya so it can do a screenpop for the Avaya agent of the SN ticket

Thinking this can be accomplished through the UUI, but looking for best practices.

Thank You
#Integrations

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Jeff Byard
Partner SA
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Did you ever get an answer to your question?  I have a similar case where a call comes into Genesys Cloud and they wish to transfer the call over to an AVAYA PBX with all data using UUI.

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Martin Bunting
i3Vision Technologies Inc.
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Hi Martin

In your agent script, there is a UUI Update action that can be used which can gather script variables.  So if you've got the data available within the script, it may be as simple as creating a button that calls a custom action that updates the UUI data then makes the transfer.  You'll then have to make sure the UUI data settings on your trunk are set to the appropriate option that Avaya will support on the other end.  It also is dependent on the link between Genesys and Avaya being private or on-net, ie not via the PSTN.

We've done similar but to/from Cisco/Genesys Engage as opposed to Avaya.

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Vaun McCarthy
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Original Message:
Sent: 10-17-2022 18:07
From: Martin Bunting
Subject: Transferring data from Cloud to Avaya \ Cisco

Did you ever get an answer to your question?  I have a similar case where a call comes into Genesys Cloud and they wish to transfer the call over to an AVAYA PBX with all data using UUI.

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Martin Bunting
i3Vision Technologies Inc.
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