Nortel and UUI

[eaglerc2001]

We have Genesys TServer connected to a Nortel.  We are trying to transfer a call to a IVR updating the UUI Field.  The UUI field is not getting updated although we are making a update private data call.


Genesys 7.6 is the version
Anything we should be looking for?

[Gulden_NL]

You mention the UUI field isn't getting updated.  In Tserver or the IVR?

How many characters?  All numeric, or alpha numeric? In Band, Out Of Band?

And just out of curiousity, which telco carrier?  I have plenty of Avaya UUI experience through many interfaces including Genesys, only very old and cursory experience with Nortel.

Can you post logs?

[victor]

Ahm, I did not know that Nortel had UUI field...I thought it was only Avaya...

[Gulden_NL]

Vic,
AT&T/Lucent/Avaya was the first to use UUI due to the old AT&T carrier connection, but Nortel also offers it due to it being a competitive requirement to handle the "poor man's CTI".

[PhoneBill]

There are primarily two things you need to have to allow UUI data to pass from the Nortel PBX to the TServer. 

First, ensure that the Route Point (CDN) that is registered by TS has the [tt]UUI [/tt]prompt set to [tt]YES[/tt] in Load 23. 

Second, in the TServer application, under TServer (in [tt][size=12pt]Options[/size][/tt]) there should be an option called [font=Verdana][tt][color=red]uudat-attach-type[/color][/tt][/font], valid options are [font=Verdana][color=red][tt]none [/tt][/color][/font](default), [font=Verdana][color=red][tt]binary[/tt][/color][/font], or [color=red][font=Verdana][tt]parsed[/tt][/font][/color].  To use parsed, the data must be formatted per the [i][font=Verdana][color=blue]AT&T Toll Free Transfer Connect Service (TR 50075)[/color][/font] [/i] standard.  I've attached a copy of the document.

Both options, [color=red][tt]binary [/tt][/color]or [color=red][tt]parsed[/tt][/color], will create a key value pair list named [tt][color=orange]UU_DATA[/color][/tt] in which there will be key value pairs for each codeset, e.g. 0, 6, or 7.  The binary option will have keys of  key of [tt][color=orange]CS0_BIN[/color][/tt], [tt][color=orange]CS6_BIN[/color][/tt], and/or [tt][color=orange]CS7_BIN[/color][/tt] (for the example codesets given).  The parsed setting will have keys of [tt][color=orange]CS0_TAG_XX[/color][/tt], [tt][color=orange]CS6_TAG_XX[/color][/tt], and/or [tt][color=orange]CS7_TAG_XX[/color][/tt].

It is very important to understand that on a Nortel PBX, this UUI data flow is NOT bi-directional.  Data will pass from the network to the PBX to the Call Center Management Server (CCMS - formerly Symposium) and then to the 3[sup]rd[/sup] party application, i.e. Genesys TServer.  Unlike an Avaya PBX/TS, data cannot be sent back to the PBX and/or network.

[hr]
We are testing out UUI with another switch and are not using the at&t standard, consequently we have the option set to [color=red][tt]binary[/tt][/color].  Here is a test call with UUI data:

[u]The setup message from the PBX will look as follows:[/u]
[tt]@09:59:22.9780 [<<] FF 0A 00 46 03 4A 02 0B 05 00 96 06 02 A1 1A F5 30 0B 00 09 34 30 31 30 46 32 34 4B 06 31 39 34 37 E2 06 00 0A 00 18 F9 1F 1A 72 61 62 72 61 68 61 6D 7C 39 32 30 32 37 32 30 34 7C 31 30 31 30 32 38 34 34 00 00
Route Request
Reference ID:4a02
Call ID:2a11af5
Origination Address:Trunk Access Code/Member, 4010F24
Controlled DN:1947
RouteMember:a0018
[color=brown]User-to-User Information:1A 72 61 62 72 61 68 61 6D 7C 39 32 30 32 37 32 30 34 7C 31 30 31 30 32 38 34 34 00 00[/color] [/tt]

[u]The corresponding route request in TS is as follows:[/u]
[tt]@09:59:22.9780 [0] 7.6.008.01 distribute_event: message EventRouteRequest
AttributeEventSequenceNumber 00000000032805fd
AttributeTimeinuSecs 978000
AttributeTimeinSecs 1236779962 (09:59:22)
AttributeOtherDNRole 1
AttributeThisDNRole 2
AttributeThisDN '1947'
AttributeExtensions [44] 00 02 00 00..
'OrigAddress' '4010F24'
'OrigAddrType' bin: 00 09
AttributeUserData [56] 00 01 03 00..
[color=brown] 'UU_DATA'(list) 'CS0_BIN' bin: 72 61 62 72.. (len=26)[/color]
AttributeCallUUID 'E85C4QU5IL7RTF5LMI57H6I9EO088UNV'
AttributeConnID 01f601a79ead66d8
AttributeCallID 44112629
AttributeCallType 2
AttributeThisQueue '1947'
AttributeCallState 0[/tt]

You can see the log that the UUI data is not in plain text in either the PBX or TS messages, but don't worry, it can be deciphered in other apps, such as router.

[Gulden_NL]

Great post Bill!

Here's a sister document from AT&T if you are using Out Of Band encoding.  It's public domain, so no problem posting which is the same situation as your document.  (Just letting Vic and Tony know the document status.)

I also have docs for Verizon and Sprint, but they are not public domain so I cannot post here.  Also, their UUI documention is woeful compared to AT&T's.

[victor]

PhoneBill,

great explanation - thank you for taking the time! This is exactly the posts we need to help each other!

Guilden_NL> thank you for the doc! Reading it, but what is with this facefont?

[PhoneBill]

My pleasure.  Fortunately I had just gone through setting this up (and figuring it out) [i]last [/i]week.