Working on a BYOC-Cloud setup and I’m trying to pass some custom metadata from Architect to our on-prem SBC using the User-to-User (UUI) header. I’ve set the ‘UUI Data’ field in the Transfer to External Number block, but my SBC logs show the INVITE arriving without any UUI header at all. I’ve confirmed that our carrier supports UUI passthrough. Is there some hidden toggle in the Genesys Trunk configuration that I’m missing? It’s pretty frustrating, anyone else run into this?
Check your Trunk configuration under the ‘External Trunk’ settings. You need to ensure ‘User to User Information’ is enabled in the Protocol section. If it is disabled, Genesys Cloud will strip that data before sending the INVITE.
We use this for our ServiceNow ticketing integration and it works fine once that box is checked.
Julius is correct. You must enable the UUI setting on the specific External Trunk. Additionally, ensure you are using the correct encoding.
Genesys Cloud defaults to Hex encoding for UUI. If your SBC is expecting a different format (like ASCII), it might ignore the header if the formatting is incorrect.
I have seen this happen with AudioCodes gateways frequently.
It is important to remember that the UUI data must adhere to the RFC 7433 standards. If your payload is too long or contains invalid characters, the signaling engine may drop the header for security and compliance reasons. Please verify that your data string is within the 128-byte limit and is properly hex-encoded as recommended by the technical specifications.