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UUI data and SIP REFER

  • 1.  UUI data and SIP REFER

    Posted 29 days ago

    Adding since a solution was not available in other posts. 

    • We aim to REFER a call to Genesys with UUI data (we are testing both X-header and User-to-User in the URI). 
    • We need to pass the UUI to the agent 

    The issue we have: 
    - When we REFER the call to Genesys, the UUI information is visible in the PCAP/ SIP trace, so I  see that it is successfully reaching Genesys. 
    - If I transfer the call none REFER using just INVITE - then the UUI is passed to the script / app to the agent using UUI.Data. 

    Anyone know why, as soon as I route via REFER, this information is not anymore available to use as UUI.Data?

    extra info: 
    - It works routing directly to a Queue and in the flow when using INVITE
    - It doesnt work for either using REFER. 
    - Set REFER and trace back is all enabled on the trunk and flows from Genesys 


    #Routing(ACD/IVR)
    #SIP/VolP

    ------------------------------
    Samuel Danby
    Boost.ai AS
    ------------------------------


  • 2.  RE: UUI data and SIP REFER

    Posted 29 days ago

    The better/simpler method for sending UUI for the user is capturing in Flow for sending the script, As a variable.

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



  • 3.  RE: UUI data and SIP REFER

    Posted 28 days ago

    Hey Breno Canyggia Ferreira Marreco

    Thanks for being so quick to help. 

    It seems I need to use UUI.data variable in the flow, but this I am either doing incorrectly or stuff having trouble. I have ready the documentation and not sure if I have the right set up. 

    Are you able to direct me to the right content or share an example of how a working REFER might look in architect. 

    Thanks again



    ------------------------------
    Samuel Danby
    Boost.ai AS
    ------------------------------



  • 4.  RE: UUI data and SIP REFER

    Posted 28 days ago

    Hi Samuel,

    In the pcap file the interaction in Genesys Cloud you see the UUI (user-to-user) received?

    if you received it, you can use a variable in flow or script to capture UUI: 

    https://help.mypurecloud.com/articles/architect-default-variables/

    https://help.mypurecloud.com/articles/built-in-script-variables/

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



  • 5.  RE: UUI data and SIP REFER

    Posted 25 days ago

    Hey again, thansk for getting back to me. 

    I see it in the PCAP (imaged attached) and I am trying to use this in the flow as extracting from SIP headers and RAW headers, but Genesys has trouble finding them I think since when I display the whole SIP headers and Raw headers this does not feature in the information return. 

    I am thinking: 
    - The REFER call back to Genesys is not being picked up correct, why I think this is because if I set UUI on the outbound call from geneyss to my bot then I see the UUI there, and the REFER call back, I still see the value I set on the outbound call. 
    - Since it is in the PCAP but not the raw headers or SIP headers if I set them as participant data, there seems to be an issue
    - Also, in the raw headers and SIP headers participant data I dont have the REFER-To line which I see in the PCAP. 




    ------------------------------
    Samuel Danby
    Boost.ai AS
    ------------------------------



  • 6.  RE: UUI data and SIP REFER

    Posted 25 days ago


    Screenshot from my PCAP



    ------------------------------
    Samuel Danby
    Boost.ai AS
    ------------------------------



  • 7.  RE: UUI data and SIP REFER

    NEW MEMBER
    Posted 2 days ago

    Hey Samuel,

    Were you able to make any progress on getting the UUI Data?



    ------------------------------
    Tomson Seller
    HCA
    ------------------------------



  • 8.  RE: UUI data and SIP REFER

    Posted 2 days ago

    Hey Tomson, 

    Currently not got this to work in the system I have been trying to, but have in another system and have identified a small difference in the two in the REFER TO: 

    Not working : sip:phone_number@DOMAIN.byoc.mypurecloud.ie?User-to-User=SOMEINFO%3Bpd%3D00%3Bencoding%3Dascii 

    Working: <sip:phone_number@DOMAIN.byoc.mypurecloud.ie?User-to-User=SOMEINFO%3Bpd%3D00%3Bencoding%3Dascii>


    Injecting the < > at the start and end, seemed to provide more success - but your system needs to have the capability to add this and if not then Genesys seem to not accept anything else.



    ------------------------------
    Samuel Danby
    Boost.ai AS
    ------------------------------



  • 9.  RE: UUI data and SIP REFER

    Posted 2 days ago

    Hi Samuel,

    Do you enable UUI Passthrough in trunk settings?

    Note: Before Genesys Cloud recognizes incoming or outgoing UUI data, you must enable the UUI Passthrough settings. For more information, see Enable the User to User Information settings.

    Default the config is Hex, you change for ASCII?


    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



  • 10.  RE: UUI data and SIP REFER

    Posted 2 days ago

    I have successfully passed the UUI from one system that injects < > into the REFER TO. But it fails with the other system that does not allow me to add < > at the start and end of the REFER TO information. 

    So I guess I have resolved the issue, by discovering that Genesys has to see the REFER to wrapped in <> for it to accept it. 


    Thanks for everyone support



    ------------------------------
    Samuel Danby
    Boost.ai AS
    ------------------------------



  • 11.  RE: UUI data and SIP REFER

    Posted 2 days ago

    Great, good Job!!

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



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