We have a requirement where agents from Genesys platform are transferring calls to the agents in Avaya Platform by dialing their DIDs and in similar way Agents in Avaya are transferring calls to Agents in Genesys by dialing their DIDs. Is it possible by using UUI data in scripter for Data exchange so that details like line name and Queue will be visible to both agents on their desktop. Also any suggestion on how can i retrieve data from SIP header which is coming from Avaya?
Hello,
If you are connecting Genesys Cloud to your Avaya platform using a direct SIP Trunk (using Genesys Cloud BYOC Cloud or BYOC Premise), you can leverage UUI (User to User Information) to send/receive data.
In order to enable the possibility to send UUI on calls transferred (blind transfer) from Genesys Cloud to the external platform (Avaya in your case), you need to enable Dynamic UUI Data at the trunk configuration level, in Genesys Cloud Admin.
You need to set the UUI Passthrough switch to Enabled, and select the header you want to use to carry the data in the SIP INVITE to the Avaya platform, and specify the encoding type (ascii or hexadecimal). See here for a list of possible headers/formats.
If you want the agent to set the UUI data in a Script before transferring the call, you would leverage the UUI actions - Update.
For data that would be sent from Avaya to Genesys Cloud (assuming that you are triggering a SIP INVITE from Avaya to Genesys Cloud), you would also leverage one of the headers specified here. You don't need to configure anything on the Genesys Cloud trunk this time. Genesys Cloud will automatically check these headers and extract the value.
You can then have access to the UUI Data in an Architect flow (using the Architect built-in variable Call.UUIData) or in a Script (using the Script built-in variable UUI.UUIData).
Note: if the call from Avaya goes through an Architect flow first and you need to retrieve the value once the call reaches the Contact Center agent, you will need to use the Set UUI Data action in your flow (Outgoing UUI Data = For Transfers).
Finally, if your calls from Avaya to Genesys Cloud are leveraging a SIP REFER (call went through Genesys Cloud, then connected to Avaya, and Avaya requests to transfer the call back to Genesys Cloud, releasing the call from the Avaya platform), you can also pass UUI Data - this time in the Refer-To header of the SIP REFER (as indicated at the bottom of the UUI Data formats page).
Regards,
Hi Jerome,
Thank you for your reply. I am receiving UUI Data in Architect flow in Hex form like F7020002F50C4C2652205555492074657374F404828491A9FA08000104D1612CA235
How can i decode this in simple text. I searched for functions but didn't found any thing. Any suggestions, how can i convert this in simple text?
Hello,
Genesys Cloud automatically decodes hex data sent in UUI header into ascii.
If the UUI Data in the Architect flow is a string like what you have posted above, it means that Genesys Cloud interpreted the data in your UUI SIP Headers as ascii.
Do you have a trace/log of the UUI Header which is sent in your SIP INVITE (to check if something is missing there)?
Regards,
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