Original Message:
Sent: 06-24-2024 05:47
From: Samuel Danby
Subject: UUI data and SIP REFER
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.
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Samuel Danby
Boost.ai AS
Original Message:
Sent: 06-20-2024 16:12
From: Breno Canyggia Ferreira Marreco
Subject: UUI data and SIP REFER
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,
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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
Original Message:
Sent: 06-20-2024 14:49
From: Samuel Danby
Subject: UUI data and SIP REFER
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
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Samuel Danby
Boost.ai AS
Original Message:
Sent: 06-20-2024 10:50
From: Breno Canyggia Ferreira Marreco
Subject: UUI data and SIP REFER
The better/simpler method for sending UUI for the user is capturing in Flow for sending the script, As a variable.
Att,
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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
Original Message:
Sent: 06-20-2024 06:14
From: Samuel Danby
Subject: UUI data and SIP REFER
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
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Samuel Danby
Boost.ai AS
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