Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: C_Genesys on November 02, 2020, 01:37:28 PM

Title: Transfer between 2 Platforms : Genesys and NICE inContact
Post by: C_Genesys on November 02, 2020, 01:37:28 PM

Hi All,

What are the best possible options and solutions to transfer a call between Genesys to NICE with the attached data ( the data associated with the call with first agent like : his account number / name / address/ type of customer)

Note : Both platforms are on SIP using SBC

Title: Re: Transfer between 2 Platforms : Genesys and NICE inContact
Post by: hsujdik on November 02, 2020, 02:21:19 PM

You usually use the RFC 7433 (UUI) to transport data between two different systems:
https://tools.ietf.org/html/rfc7433

For this to be implemented on Genesys to send to Nice, you would need to map User Data to Headers as described in the chapter Mapping SIP Headers and SDP Messages from SIP Server deployment Guide