I am losing my mind over this SIP header integration. We have 15 BYOC trunks globally. When a call comes in, the SIP INVITE contains a custom X-Customer-ID header. We use a Genesys Data Action at the very start of the Architect Inbound Call Flow to grab that SIP header and query our external CRM to determine the routing priority. It works perfectly 95 percent of the time. But if the X-Customer-ID contains a plus sign (+) or an ampersand (&), the Data Action completely crashes with a 400 Bad Request error. The CRM isn’t even receiving the API call. How do I stop the Data Action from crashing on special characters?
I manage over fifty inbound routing flows and this is a fundamental issue with URL encoding in Architect data actions. When you pass the SIP UUI header variable directly into the input contract of the Data Action, the platform injects it exactly as formatted. If your external CRM utilizes a GET request with query parameters (e.g., ?customerId={input.id}), unescaped ampersands will prematurely terminate the query string, breaking the JSON schema before the payload leaves the Genesys Cloud environment.
You must utilize the esc.uri() Velocity macro within your Data Action request template to safely URL-encode the SIP header string.
To confirm the previous assessment, the failure occurs at the integration gateway layer prior to transmission. The exact syntax required in your Request URL Template is ${esc.uri($input.customerId)}. Furthermore, if you are attempting to pass these values into the Predictive Routing AI models as interaction attributes, you must also be aware that certain special characters in interaction attributes can cause the routing matrix evaluation to fail silently.
Sanitize your SIP headers at the flow level using the Replace() expression before passing them to any Data Action or Predictive Routing sub-flow.