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Hello, I am attempting to get SIP header information from calls being transferred back into our org to assist with call routing. My understanding is that the vendor is adding some context to the user-to-user field of the SIP header. So far in architect I have the get SIP header action. I've tried to convert the JSON to String, as well as using GetAt(JsonParse("\"user-to-user\""),1) but this only appears to grab the first character of the string that I need and not the entire string length. If anyone has any better ideas for how to get the info from the sip header, I'm open to other ideas!

Hello, I am attempting to get SIP header information from calls being transferred back into our org to assist with call routing. My understanding is that the vendor is adding some context to the user-to-user field of the SIP header. So far in architect I have the get SIP header action. I've tried to convert the JSON to String, as well as using GetAt(JsonParse("\"user-to-user\""),1) but this only appears to grab the first character of the string that I need and not the entire string length. If anyone has any better ideas for how to get the info from the sip header, I'm open to other ideas!

#Architect

------------------------------
Tyler
NA Bon Secours Mercy Health
tmerk@mercy.com
------------------------------

Hello,

As Vaun mentioned it, there is a possibility to retrieve the value sent as UUI in the Architect flow, without making use of the SIP headers.

UUI Data is made available as an Architect built-in variable -> Call.UUIData

This will work if the UUI header name and value are properly defined (header name, proper definition of the value with encoding ascii or hex, ...) - as shown here: UUI Data formats

As you mention transfer back, the header to use depends on the type of transfer.

If the call getting to your org is a new call (SIP INVITE) - i.e. the vendor "trombones" the call (they stay in the signalling path) - the User-to-User or x-User-To-User headers are the one to use to carry the value.

If the vendor transfers back the call to your org, getting out of the signalling path (i.e. resources/call released on vendor side), this is to be done with a SIP REFER, and in this case the value is sent via the Refer-to header (Refer-To: <sip:address@ip?User-to-User=XXhexdata%3Bencoding%3Dhex>), as shown at the bottom of the UUI Data formats page.

Call.UUIData Architect variable will automatically retrieve the value in case of INVITE or REFER.

This is probably too much details :-)

If your vendor has already done an integration with Genesys Cloud, then they are likely using the right header/method. And in this case, you do not need to worry about it and just use this Call.UUIData variable.

The Call.UUIData is a string with the full UUI value. As you mention JSON, the vendor would have stringified it (to make it a normal string). You can then transform it back to a JSON object with the JsonParse function, and store it in a variable of JSON type (and then access the different properties you are interested in).

Regards,

------------------------------
Jerome Saint-Marc
Senior Development Support Engineer

Original Message:
Sent: 10-01-2025 15:24
From: Tyler Merk
Subject: Parse JSON for specific text string

Hello, I am attempting to get SIP header information from calls being transferred back into our org to assist with call routing. My understanding is that the vendor is adding some context to the user-to-user field of the SIP header. So far in architect I have the get SIP header action. I've tried to convert the JSON to String, as well as using GetAt(JsonParse("\"user-to-user\""),1) but this only appears to grab the first character of the string that I need and not the entire string length. If anyone has any better ideas for how to get the info from the sip header, I'm open to other ideas!

#Architect

------------------------------
Tyler
NA Bon Secours Mercy Health
tmerk@mercy.com
------------------------------

Jerome, thank you for all the additional context! I just looked at a recent interaction and it does not look like the call.UUI value is set. The vendor is attempting to send the call back via SIP REFER. Would this indicate that the vendor does not have the correct refer-to header set? 

Thanks!

Hello,

As Vaun mentioned it, there is a possibility to retrieve the value sent as UUI in the Architect flow, without making use of the SIP headers.

UUI Data is made available as an Architect built-in variable -> Call.UUIData

This will work if the UUI header name and value are properly defined (header name, proper definition of the value with encoding ascii or hex, ...) - as shown here: UUI Data formats

As you mention transfer back, the header to use depends on the type of transfer.

If the call getting to your org is a new call (SIP INVITE) - i.e. the vendor "trombones" the call (they stay in the signalling path) - the User-to-User or x-User-To-User headers are the one to use to carry the value.

If the vendor transfers back the call to your org, getting out of the signalling path (i.e. resources/call released on vendor side), this is to be done with a SIP REFER, and in this case the value is sent via the Refer-to header (Refer-To: <sip:address@ip?User-to-User=XXhexdata%3Bencoding%3Dhex>), as shown at the bottom of the UUI Data formats page.

Call.UUIData Architect variable will automatically retrieve the value in case of INVITE or REFER.

This is probably too much details :-)

If your vendor has already done an integration with Genesys Cloud, then they are likely using the right header/method. And in this case, you do not need to worry about it and just use this Call.UUIData variable.

The Call.UUIData is a string with the full UUI value. As you mention JSON, the vendor would have stringified it (to make it a normal string). You can then transform it back to a JSON object with the JsonParse function, and store it in a variable of JSON type (and then access the different properties you are interested in).

Regards,

------------------------------
Jerome Saint-Marc
Senior Development Support Engineer

Original Message:
Sent: 10-01-2025 15:24
From: Tyler Merk
Subject: Parse JSON for specific text string

Hello, I am attempting to get SIP header information from calls being transferred back into our org to assist with call routing. My understanding is that the vendor is adding some context to the user-to-user field of the SIP header. So far in architect I have the get SIP header action. I've tried to convert the JSON to String, as well as using GetAt(JsonParse("\"user-to-user\""),1) but this only appears to grab the first character of the string that I need and not the entire string length. If anyone has any better ideas for how to get the info from the sip header, I'm open to other ideas!

#Architect

------------------------------
Tyler
NA Bon Secours Mercy Health
tmerk@mercy.com
------------------------------

Hello,

It could indeed be that they are not sending UUI data in the Refer-to header (and they are using User-to-User instead). Unless that it is not an available option on their gateway/SBC, it is usually doable (to use Refer-to).

Or if they do so (i.e. use of Refer-to), it could be that what they are sending as asciidata or hexdata is invalid, or that they haven't specified ;encoding=hex or ;encoding=ascii (always better to set this to make sure it will work).

The best way would be to ask them.

You can also check this yourself if you are familiar with SIP and reading pcap - the flow is not that complex - you would just have to look for the SIP REFER message. I used to use Wireshark application to open/view the pcap file. This will show the different SIP messages and their header. So you should be able to spot if they use User-To-User or Refer-To (that would contains something like this in its value: ?User-to-User=hexdata;encoding=hex).

The PCAP file is available on the Interaction details (in Genesys UI) - see "SIP diagnostics" section at the bottom of this resource center page: https://help.mypurecloud.com/articles/view-an-interactions-details-tab/

I believe that your user needs to have a set of permissions to see it (I mean to see the pcap and SIP traces files for download in Interaction Details) - see this resource center page: https://help.mypurecloud.com/articles/sip-diagnostics/

As of the Architect Get SIP Headers action (https://help.mypurecloud.com/articles/get-sip-headers-action/), I am not sure it can capture headers from the SIP REFER. The page mentions SIP INVITE (the original call that reached your platform - before transferring it to this vendor). I must say I have never used it on a REFER (I mean recently). This was released after I stopped "playing" with UUI Data (but I did use the Refer-to approach at that time).

Regards,

Jerome, thank you for all the additional context! I just looked at a recent interaction and it does not look like the call.UUI value is set. The vendor is attempting to send the call back via SIP REFER. Would this indicate that the vendor does not have the correct refer-to header set? 

Thanks!

Hello,

As Vaun mentioned it, there is a possibility to retrieve the value sent as UUI in the Architect flow, without making use of the SIP headers.

UUI Data is made available as an Architect built-in variable -> Call.UUIData

This will work if the UUI header name and value are properly defined (header name, proper definition of the value with encoding ascii or hex, ...) - as shown here: UUI Data formats

As you mention transfer back, the header to use depends on the type of transfer.

If the call getting to your org is a new call (SIP INVITE) - i.e. the vendor "trombones" the call (they stay in the signalling path) - the User-to-User or x-User-To-User headers are the one to use to carry the value.

If the vendor transfers back the call to your org, getting out of the signalling path (i.e. resources/call released on vendor side), this is to be done with a SIP REFER, and in this case the value is sent via the Refer-to header (Refer-To: <sip:address@ip?User-to-User=XXhexdata%3Bencoding%3Dhex>), as shown at the bottom of the UUI Data formats page.

Call.UUIData Architect variable will automatically retrieve the value in case of INVITE or REFER.

This is probably too much details :-)

If your vendor has already done an integration with Genesys Cloud, then they are likely using the right header/method. And in this case, you do not need to worry about it and just use this Call.UUIData variable.

The Call.UUIData is a string with the full UUI value. As you mention JSON, the vendor would have stringified it (to make it a normal string). You can then transform it back to a JSON object with the JsonParse function, and store it in a variable of JSON type (and then access the different properties you are interested in).

Regards,

------------------------------
Jerome Saint-Marc
Senior Development Support Engineer

Original Message:
Sent: 10-01-2025 15:24
From: Tyler Merk
Subject: Parse JSON for specific text string

Hello, I am attempting to get SIP header information from calls being transferred back into our org to assist with call routing. My understanding is that the vendor is adding some context to the user-to-user field of the SIP header. So far in architect I have the get SIP header action. I've tried to convert the JSON to String, as well as using GetAt(JsonParse("\"user-to-user\""),1) but this only appears to grab the first character of the string that I need and not the entire string length. If anyone has any better ideas for how to get the info from the sip header, I'm open to other ideas!

#Architect

------------------------------
Tyler
NA Bon Secours Mercy Health
tmerk@mercy.com
------------------------------

Jerome, I pulled the pcap and ran it through wire shark. It looks like they are sending it as a Refer-to, here is the snippet I found .Refer-To: <sip:Q_MH_Scheduling@XX.XXX.XX.XXX?User-to-User=00Header%3DAppointment%20scheduling%3Bencoding%3Dascii>

------------------------------
Tyler Merk
NA Bon Secours Mercy Health
tmerk@mercy.com

Original Message:
Sent: 10-02-2025 10:06
From: Jerome Saint-Marc
Subject: Parse JSON for specific text string

Hello,

It could indeed be that they are not sending UUI data in the Refer-to header (and they are using User-to-User instead). Unless that it is not an available option on their gateway/SBC, it is usually doable (to use Refer-to).

Or if they do so (i.e. use of Refer-to), it could be that what they are sending as asciidata or hexdata is invalid, or that they haven't specified ;encoding=hex or ;encoding=ascii (always better to set this to make sure it will work).

The best way would be to ask them.

You can also check this yourself if you are familiar with SIP and reading pcap - the flow is not that complex - you would just have to look for the SIP REFER message. I used to use Wireshark application to open/view the pcap file. This will show the different SIP messages and their header. So you should be able to spot if they use User-To-User or Refer-To (that would contains something like this in its value: ?User-to-User=hexdata;encoding=hex).

The PCAP file is available on the Interaction details (in Genesys UI) - see "SIP diagnostics" section at the bottom of this resource center page: https://help.mypurecloud.com/articles/view-an-interactions-details-tab/

I believe that your user needs to have a set of permissions to see it (I mean to see the pcap and SIP traces files for download in Interaction Details) - see this resource center page: https://help.mypurecloud.com/articles/sip-diagnostics/

As of the Architect Get SIP Headers action (https://help.mypurecloud.com/articles/get-sip-headers-action/), I am not sure it can capture headers from the SIP REFER. The page mentions SIP INVITE (the original call that reached your platform - before transferring it to this vendor). I must say I have never used it on a REFER (I mean recently). This was released after I stopped "playing" with UUI Data (but I did use the Refer-to approach at that time).

Regards,

------------------------------
Jerome Saint-Marc
Senior Development Support Engineer

Original Message:
Sent: 10-02-2025 09:17
From: Tyler Merk
Subject: Parse JSON for specific text string

Jerome, thank you for all the additional context! I just looked at a recent interaction and it does not look like the call.UUI value is set. The vendor is attempting to send the call back via SIP REFER. Would this indicate that the vendor does not have the correct refer-to header set? 

Thanks!

------------------------------
Tyler Merk
NA Bon Secours Mercy Health
tmerk@mercy.com

Original Message:
Sent: 10-02-2025 02:48
From: Jerome Saint-Marc
Subject: Parse JSON for specific text string

Hello,

As Vaun mentioned it, there is a possibility to retrieve the value sent as UUI in the Architect flow, without making use of the SIP headers.

UUI Data is made available as an Architect built-in variable -> Call.UUIData

This will work if the UUI header name and value are properly defined (header name, proper definition of the value with encoding ascii or hex, ...) - as shown here: UUI Data formats

As you mention transfer back, the header to use depends on the type of transfer.

If the call getting to your org is a new call (SIP INVITE) - i.e. the vendor "trombones" the call (they stay in the signalling path) - the User-to-User or x-User-To-User headers are the one to use to carry the value.

If the vendor transfers back the call to your org, getting out of the signalling path (i.e. resources/call released on vendor side), this is to be done with a SIP REFER, and in this case the value is sent via the Refer-to header (Refer-To: <sip:address@ip?User-to-User=XXhexdata%3Bencoding%3Dhex>), as shown at the bottom of the UUI Data formats page.

Call.UUIData Architect variable will automatically retrieve the value in case of INVITE or REFER.

This is probably too much details :-)

If your vendor has already done an integration with Genesys Cloud, then they are likely using the right header/method. And in this case, you do not need to worry about it and just use this Call.UUIData variable.

The Call.UUIData is a string with the full UUI value. As you mention JSON, the vendor would have stringified it (to make it a normal string). You can then transform it back to a JSON object with the JsonParse function, and store it in a variable of JSON type (and then access the different properties you are interested in).

Regards,

------------------------------
Jerome Saint-Marc
Senior Development Support Engineer

Original Message:
Sent: 10-01-2025 15:24
From: Tyler Merk
Subject: Parse JSON for specific text string

Hello, I am attempting to get SIP header information from calls being transferred back into our org to assist with call routing. My understanding is that the vendor is adding some context to the user-to-user field of the SIP header. So far in architect I have the get SIP header action. I've tried to convert the JSON to String, as well as using GetAt(JsonParse("\"user-to-user\""),1) but this only appears to grab the first character of the string that I need and not the entire string length. If anyone has any better ideas for how to get the info from the sip header, I'm open to other ideas!

#Architect

------------------------------
Tyler
NA Bon Secours Mercy Health
tmerk@mercy.com
------------------------------

Hello, I am attempting to get SIP header information from calls being transferred back into our org to assist with call routing. My understanding is that the vendor is adding some context to the user-to-user field of the SIP header. So far in architect I have the get SIP header action. I've tried to convert the JSON to String, as well as using GetAt(JsonParse("\"user-to-user\""),1) but this only appears to grab the first character of the string that I need and not the entire string length. If anyone has any better ideas for how to get the info from the sip header, I'm open to other ideas!