Contact Centers, CRM Customer Engagement

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  • 1.  Moving from OneXAgent to Workplace - ScreenPop UUI related issue

    Posted 07-06-2023 05:19 PM

    We are presently configuring AADS and Workplace as a replacement for OneXAgent, and have run into an issue with the UUI parameter being passed to ScreenPop.
    Within OneXAgent, we have our ScreenPop configured with our URL: http://prd-crm.domain.com:5555/ and a Command Line Parameter of: callid=%u to pass UUI as the callid.


    A working ScreenPop URL would look like: http://prd-crm.domain.com:5555/?callid=103091687996752

    Within Device Services, we've configured our ScreenPop as: name=BCBSCRM,trigger=INCOMINGANSWERED,triggerOnlyForVDN=0,type=EXTERNALBROWSER,url=http://prd-crm.domain.com:5555/?callid=<u>;


    However, the UUI value passed to ScreenPop is still encoded as HEX and appears as: http://prd-crm.domain.com:5555/?callid=04313033303931363837393936373532
    Avaya's documentation doesn't mention any additional options for the ScreenPop that would allow us to convert the value as it's being passed to the browser.

    I can see within the SIP packet that the UUI is being passed as its HEX value, but I don't believe we ever had to tell CM or OneXAgent to encode it as ASCII in order to strip the leading 04 and every other 3.
    Has anyone else run into this issue? Our integrator is at a loss and suggested that we may have to reconfigure our IVR to write off the HEX value to our CRM table in order to perform the lookup.
    That seems unnecessary as it's currently functioning in OneXAgent, and I'm hoping we've merely overlooked a setting somewhere.



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    Chris Ernst
    Sr Communication Systems Engineer
    Blue Cross Blue Shield of Louisiana
    Baton Rouge LA
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  • 2.  RE: Moving from OneXAgent to Workplace - ScreenPop UUI related issue

    Posted 07-13-2023 09:31 AM

    We were able to get this worked out.

    We recently created new trunks for these new Workplace SIP endpoints (currently using H.323 endpoints) and the new trunks were set to UUI Treatment: Service Provider. Changing this setting to Shared, setting ASAI priority to 1 (tab 4), and then passing <asai> in our ScreenPop instead of <u> worked to pass our callID in ASCII encoding and our ScreenPop now works with Workplace.



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    Chris Ernst
    Sr Communication Systems Engineer
    Blue Cross Blue Shield of Louisiana
    Baton Rouge LA
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    Original Message