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 

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

Att,

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 

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

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

Att,

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 

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,

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

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

Att,

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 

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. 

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,

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

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

Att,

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