User to User Information (UUI) overview

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.

Warning: If Genesys Cloud detects duplicate UUI headers in an inbound call, it discards all of the UUI headers.

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.

Note: UUI is not available for Genesys Cloud Voice calls.