Genesys Cloud - Main

HI All

I am currently working on a project were we will be using the UUI functionality using Refer and I would like to find if anyone using purecloud has managed to get this working ?

The setup is receive a call into purecloud, I then redirect the call over a sip trunk configured on PureCloud to a 3rd party, they deal with the call and if they need to return they do so by sending the call back down the trunk using the "Refer" method. We have tried multiple options but cannot get this to work.

For testing we added "1234|Additional Services|CLI" into a user-user header using the ascii format, I can confirm that we were able to see the call and Parse the data in Purecloud. The issue is when using "REFER". Details below

(User-To-User: 00;encoding=ascii;purpose=isdn-uui;content=67911981-3728220801-882359@MSXXX.telecom.com)


The issue that we are currently having is when the UUI information is populated using the Refer Method Architect does not read this, therefore we are not able to use this data. You will see the data is being passed by the sip trunk however Purecloud does not read this data.





We have been instructed to try adding the information to the Refer-To Field as highlighted above, however when the call is returned by the 3rd party down the SIP Trunk the calls goes silent and does not route into the call flow. By adding this string it breaks the return call, we are trying to find away that we can get this UUI data into Architect using Refer as the 3rd party needs to drop out of the Media path.



------------------------------
HI All

I am currently working on a project were we will be using the UUI functionality using Refer and I would like to find if anyone using purecloud has managed to get this working ?

The setup is receive a call into purecloud, I then redirect the call over a sip trunk configured on PureCloud to a 3rd party, they deal with the call and if they need to return they do so by sending the call back down the trunk using the "Refer" method. We have tried multiple options but cannot get this to work.

For testing we added "1234|Additional Services|CLI" into a user-user header using the ascii format, I can confirm that we were able to see the call and Parse the data in Purecloud. The issue is when using "REFER". Details below

(User-To-User: 00;encoding=ascii;purpose=isdn-uui;content=67911981-3728220801-882359@MSXXX.telecom.com)



The issue that we are currently having is when the UUI information is populated using the Refer Method Architect does not read this, therefore we are not able to use this data. You will see the data is being passed by the sip trunk however Purecloud does not read this data.

See Screen shots attached.



We have been instructed to try adding the information to the Refer-To Field as highlighted above, however when the call is returned by the 3rd party down the SIP Trunk the calls goes silent and does not route into the call flow. By adding this string it breaks the return call, we are trying to find away that we can get this UUI data into Architect using Refer as the 3rd party needs to drop out of the Media path.

Sip trunk settings attached.






Foehn Support
Foehn Ltd.
------------------------------

Hello,
I know this is 2 years old, but wondering if you ever got this working?

Thanks.
Kris

------------------------------
Krisinda Bleau
Principal Solution Engineer
Altivon
------------------------------

Original Message:
Sent: 06-05-2018 12:49
From: Foehn Support
Subject: UUI Data Not working with Refer

HI All

I am currently working on a project were we will be using the UUI functionality using Refer and I would like to find if anyone using purecloud has managed to get this working ?

The setup is receive a call into purecloud, I then redirect the call over a sip trunk configured on PureCloud to a 3rd party, they deal with the call and if they need to return they do so by sending the call back down the trunk using the "Refer" method. We have tried multiple options but cannot get this to work.

For testing we added "1234|Additional Services|CLI" into a user-user header using the ascii format, I can confirm that we were able to see the call and Parse the data in Purecloud. The issue is when using "REFER". Details below

(User-To-User: 00;encoding=ascii;purpose=isdn-uui;content=67911981-3728220801-882359@MSXXX.telecom.com)


The issue that we are currently having is when the UUI information is populated using the Refer Method Architect does not read this, therefore we are not able to use this data. You will see the data is being passed by the sip trunk however Purecloud does not read this data.





We have been instructed to try adding the information to the Refer-To Field as highlighted above, however when the call is returned by the 3rd party down the SIP Trunk the calls goes silent and does not route into the call flow. By adding this string it breaks the return call, we are trying to find away that we can get this UUI data into Architect using Refer as the 3rd party needs to drop out of the Media path.



------------------------------
HI All

I am currently working on a project were we will be using the UUI functionality using Refer and I would like to find if anyone using purecloud has managed to get this working ?

The setup is receive a call into purecloud, I then redirect the call over a sip trunk configured on PureCloud to a 3rd party, they deal with the call and if they need to return they do so by sending the call back down the trunk using the "Refer" method. We have tried multiple options but cannot get this to work.

For testing we added "1234|Additional Services|CLI" into a user-user header using the ascii format, I can confirm that we were able to see the call and Parse the data in Purecloud. The issue is when using "REFER". Details below

(User-To-User: 00;encoding=ascii;purpose=isdn-uui;content=67911981-3728220801-882359@MSXXX.telecom.com)



The issue that we are currently having is when the UUI information is populated using the Refer Method Architect does not read this, therefore we are not able to use this data. You will see the data is being passed by the sip trunk however Purecloud does not read this data.

See Screen shots attached.



We have been instructed to try adding the information to the Refer-To Field as highlighted above, however when the call is returned by the 3rd party down the SIP Trunk the calls goes silent and does not route into the call flow. By adding this string it breaks the return call, we are trying to find away that we can get this UUI data into Architect using Refer as the 3rd party needs to drop out of the Media path.

Sip trunk settings attached.






Foehn Support
Foehn Ltd.
------------------------------

Hi Kris.

We set this to work in our environment. We have setup the following call flow:

• Get the call in Genesys Cloud
• An Architect flow runs that, after a prompt, redirects the call to an external IVR. For that you need to Disable the "Enable Release Transfer" on the incoming trunk.
• The external IVR play its application, gathers some customer's data and after that, sends the call back to Genesys Cloud via REFER and sending some data in the UUI. For this to work, UUI has to be set as a query string parameter on the Refer-To: header, also the Refer-To URI has to be an "internal" Genesys Cloud DID.
• When the call arrives to Genesys Cloud for the second time, Architect flow gets the UUI correctly.

Hope this will help.
Best regards,

Alfonso

------------------------------
Alfonso Colomina
Banco Bilbao Vizcaya Argentaria, S.A.
------------------------------

Original Message:
Sent: 06-19-2020 16:53
From: Krisinda Bleau
Subject: UUI Data Not working with Refer

Hello,
I know this is 2 years old, but wondering if you ever got this working?

Thanks.
Kris

------------------------------
Krisinda Bleau
Principal Solution Engineer
Altivon

Original Message:
Sent: 06-05-2018 12:49
From: Foehn Support
Subject: UUI Data Not working with Refer

HI All

I am currently working on a project were we will be using the UUI functionality using Refer and I would like to find if anyone using purecloud has managed to get this working ?

The setup is receive a call into purecloud, I then redirect the call over a sip trunk configured on PureCloud to a 3rd party, they deal with the call and if they need to return they do so by sending the call back down the trunk using the "Refer" method. We have tried multiple options but cannot get this to work.

For testing we added "1234|Additional Services|CLI" into a user-user header using the ascii format, I can confirm that we were able to see the call and Parse the data in Purecloud. The issue is when using "REFER". Details below

(User-To-User: 00;encoding=ascii;purpose=isdn-uui;content=67911981-3728220801-882359@MSXXX.telecom.com)


The issue that we are currently having is when the UUI information is populated using the Refer Method Architect does not read this, therefore we are not able to use this data. You will see the data is being passed by the sip trunk however Purecloud does not read this data.





We have been instructed to try adding the information to the Refer-To Field as highlighted above, however when the call is returned by the 3rd party down the SIP Trunk the calls goes silent and does not route into the call flow. By adding this string it breaks the return call, we are trying to find away that we can get this UUI data into Architect using Refer as the 3rd party needs to drop out of the Media path.



------------------------------
HI All

I am currently working on a project were we will be using the UUI functionality using Refer and I would like to find if anyone using purecloud has managed to get this working ?

The setup is receive a call into purecloud, I then redirect the call over a sip trunk configured on PureCloud to a 3rd party, they deal with the call and if they need to return they do so by sending the call back down the trunk using the "Refer" method. We have tried multiple options but cannot get this to work.

For testing we added "1234|Additional Services|CLI" into a user-user header using the ascii format, I can confirm that we were able to see the call and Parse the data in Purecloud. The issue is when using "REFER". Details below

(User-To-User: 00;encoding=ascii;purpose=isdn-uui;content=67911981-3728220801-882359@MSXXX.telecom.com)



The issue that we are currently having is when the UUI information is populated using the Refer Method Architect does not read this, therefore we are not able to use this data. You will see the data is being passed by the sip trunk however Purecloud does not read this data.

See Screen shots attached.



We have been instructed to try adding the information to the Refer-To Field as highlighted above, however when the call is returned by the 3rd party down the SIP Trunk the calls goes silent and does not route into the call flow. By adding this string it breaks the return call, we are trying to find away that we can get this UUI data into Architect using Refer as the 3rd party needs to drop out of the Media path.

Sip trunk settings attached.






Foehn Support
Foehn Ltd.
------------------------------