Genesys Cloud’s User to User Information (UUI) support allows you to send data along with outbound calls as well as receive data from inbound calls. Genesys Cloud adheres to the IETF UUI specification for UUI data. 

For inbound calls, you can configure built-in variables in Architect or Scripter to look for and intercept UUI data. When looking for UUI data embedded in inbound calls, Genesys Cloud first looks for the User-To-User header. If that header is not present, Genesys Cloud looks for the x-User-To-User header. If both headers are present, Genesys Cloud always chooses the User-To-User header. In addition, UUI data embedded in incoming calls can have a special parameter that identifies the encoding format for the header – either Hex or ASCII. If that parameter is not present, Genesys Cloud assumes the Hex encoding format.

  • If Genesys Cloud detects duplicate UUI headers or multiple unique UUI headers in an inbound call, it discards all of the UUI headers.
  • If the UUI data in the SIP header doesn’t match what is specified by the encoding format, parsing will fail and the data will not be passed to Architect or Scripter.

For outbound calls, the system embeds UUI data in the SIP header. There are two ways to send UUI data in an outgoing call: dynamically or statically. To dynamically send UUI data, you use the appropriate Set Action in either Architect or Scripter. To statically send UUI data, you enable the Static User Data setting on your external trunk configuration.

  • UUI is not available for Genesys Cloud Voice calls.
  • Genesys Cloud does not limit the number of characters in a UUI data string. However, some systems can discard data that exceeds 128 characters. The best practice is to limit UUI data to 128 characters or fewer.
  •  If you have remote stations reached by either a BYOC Cloud trunk or BYOC Premises External SIP Trunk with UUI enabled, the other end of the trunk could receive UUI data. If you have a PBX or an SBC on the other end of the trunk, you can receive the UUI data. However, if your remote station is reached through the PSTN, it is unlikely the UUI data will persist through to the station.