Preserving userdata for calls transferred from Genesys Engage to Genesys Cloud

Genesys Cloud Integrations
1

Hi,

Is there a way we can preserve the userdata attached from the Genesys Engage platform when the call is transferred to Genesys Cloud and an Architect inbound call flow will read in the attached data (as participant data) and use it for call steering.

For example,

  1. Call enters Genesys Engage and customer is identified as a VIP customer. This information is attached as userdata: "VIP_CUSTOMER" = "true".
  2. Genesys Engage routing strategy performs an external transfer to an inbound number on Genesys Cloud.
  3. An Architect inbound call flow performs a Get Participant Data for "VIP_CUSTOMER" = "true".
  4. Call flow will transfer call to VIP queue if "VIP_CUSTOMER" = "true".
2

Hi,
One way this could be done is to use the User to User SIP header to pass information or a reference about the call.

3

Hi @N03xCu53

To do this you must have a private SIP Trunk between Genesys Engage and Genesys Cloud, in this trunk enable the User to User Information feature.

Then you must pass the data from Genesys Engage through the UUIData. Once Genesys Cloud receives it, in the Architect you will be able to retrieve it in the Call.UUIData attribute. Here are some links that will surely help you:

I hope all this information will help you.

Best regards.

4

Thanks @jcp and @carlos.camacho for the info. I'll take a closer look at them. Cheers

5

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