Avaya UUI Transfers 1

[lithium78]

Good morning, I'm hoping that someone can assist with a very odd issue that we are experiencing.

Most of our calls come in through copper circuits into a Audiocodes gateway, then the calls drop to our Avaya managed service system before being passed over to our Interactive Intelligence IVR to gather some authentication data. We then transfer the call back to Avaya SM along with UUI data that is used for a screen pop in our contact center.

The issue we are seeing is that when the calls come in through the Audiocode the UUI data does not make it back to Avaya SM. However we also have a handful of calls that come in via PRI and when processed the same way the UUI data is received by the Avaya SM. We have worked with our Avaya managed service resources and seem to have hit a roadblock, so I thought it would be beneficial to reach out to see if anyone else has a similar configuration to see if they found a way to make this work.

Basically it seems like in order for the UUI to transfer successfully the call has to be processed as a putback and for whatever reason the calls that start at the Audiocode gateway have to process as a consult transfer in our Interactive Intelligence system and this keeps the UUI data from transferring.

Any suggestions? Thanks in advance for any assistance you can provide.

 

[jimbojimbo]

Are you using the X-UserToUser option which is the Audiocodes proprietary header format? There is also a note in the Administrator Help guide about duplicated UUI in releases prior to CIC 2016 R1.

 

[lithium78]

Honestly I'm not sure how the Audiocodes are currently configured. When we purchased our system ININ set up the devices and we have not really had to do any custom configuration, I will need to find some documentation to determine where the x-UsertoUser header is configured.

I have searched the Interaction Administrator Help and I don't see any search results related to UUI or user to user information. We are still on CIC 4.0 SU3, so I would assume I should be seeing that. You are talking about just launching IA and selecting Help>Help Topics>Search correct?

 

[jimbojimbo]

It's not the configuration of the Audiocodes but the Interactive Intellegence system. Of course you also have to configure the Audiocodes correctly. Seach in google for Interactive Intelligence. You should get the ININ admin manual from 2016 in the first few hits. Download the PDF and search for UUI

 

[lithium78]

Got it, thank you. I see that our line was set as User to User and not X-Usertouser. I will update and test to see if the UUI is passed with the new setting.

According to the help file in releases prior to 2016 R1 the UUI was copied by default. Since we are CIC 4.0 I believe we this should already be duplicated without having to set that header value.

I appreciate you pointing me in the right direction. Much thanks.