So here’s another curly problem I’ve come across today.
I have a situation where a client has a Genesys BCP setup with 2 sites running active / active mode. Agents log in to one site predominantly but inbound calls are load balanced to both sites equally.
When a call arrives on site 2 and delivers to an agent on site 1 and that agent needs to transfer the call externally I need to perform some logic in IRD in order to specify a prefix on the outbound call, but only on these cross site calls. With a normal inbound call I’m able to do this easily using user data, however with an intercommunication call I don’t get all the original call data.
Anyone got any ideas on what I could use to identify the calls?
Here is a sample EventRouteRequest:
received from 65354(sipserver_a)host.domain:3000(fd=) message EventRouteRequest
AttributeCallState 0
AttributeCallType 4
AttributeLocalCallType 4
AttributeCallID 19748596
AttributeConnID 076f02f79f7f7a05
AttributeCallUUID ‘01R3GJ2L9SF8196HICIH4PTAES02IG2R’
AttributeTransferConnID 0771030cd0d02e4c
AttributeUserData [1788] 00 1c 00 00..
‘IW_CaseUid’ ‘1d625d70-f5e0-4e06-b914-8990d146a31b’
‘ContactId’ ‘0000XaGCGK319BTT’
‘DisplayContact’ ‘’
‘IWAttachedDataInformation’(list) ‘ToastCaseDataBusinessAttribute’ ‘ViewAttachedData’
‘CaseDataBusinessAttribute’ ‘ViewAttachedData’
‘Option.interaction.case-data.frame-color’ ‘#FF17849D’
‘Option.interaction.case-data.header-foreground-color’ ‘#FFFFFFFF’
‘Option.expression.url’ ‘(?#Protocol)(?:(?:ht|f)tp(?:s?)://|~/|/)?(?#Username:Password)(?:\w+:\w+@)?(?#Subdomains)(?:(?:[-\w]+.)+(?#TopLevel Domains)(?:com|org|net|gov|mil|biz|info|mobi|name|aero|jobs|museum|travel|[a-z]{2}))(?#Port)(?::[\d]{1,5})?(?#Directories)(?:(?:(?:/(?:[-\w~!$+|.,=]|%[a-f\d]{2})+)+|/)+|?|#)?(?#Query)(?:(?:?(?:[-\w~!$+|.,:]|%[a-f\d{2}])+=(?:[-\w~!$+|.,:=]|%[a-f\d]{2}))(?:&(?:[-\w~!$+|.,:]|%[a-f\d{2}])+=(?:[-\w~!$+|.,:=]|%[a-f\d]{2})))(?#Anchor)(?:#(?:[-\w~!$+|.,:=]|%[a-f\d]{2}))?’
‘GCS_TransferringDate’ ‘7/8/2021 10:47:35 PM’
‘GCS_TransferringAgentName’ ‘user@company’
‘GCS_TransferringReason’ ‘’
‘GCS_TransferringEmployeeId’ ‘user@company’
‘GCS_TransferringNotepad’ ‘’
‘RVQDBID’ ‘’
‘RTargetAgSelDBID’ ‘19430’
‘RTargetPlSelDBID’ ‘12132’
‘RTenantDBID’ ‘169’
‘CustomerSegment’ ‘default’
‘ServiceType’ ‘default’
‘ServiceObjective’ ‘’
‘IWS_CallUuid’ ‘01R3GJ2L9SF8196HICIH4PTAES02IG2Q’
‘IWS_ConnID’ ‘0771030CD0D02E4C’
‘IWS_ANI’ ‘9876543210’
‘IWS_DNIS’ ‘169EXRP0053’
‘IWS_ThisDN’ ‘1699300’
‘NT_LOGIN’ ‘user’
‘BusinessResult’ ‘[“none”]’
‘BusinessResultDisplay’ ‘none’
‘Outcome_1’ ‘none’
‘Outcome_2’ ‘none’
‘Outcome_3’ ‘none’
‘Outcome_4’ ‘none’
‘IW_RoutingBasedOriginalEmployeeId’ ‘user@company’
‘IW_RoutingBasedTargetType’ ‘TypeDestination’
‘IW_RoutingBasedTargetId’ ‘123456’
‘IW_RoutingBasedRequestType’ ‘InitTransfer’
‘IW_BundleUid’ ‘68136d13-693b-4bf1-b347-8205db674fa4’
AttributeDNIS ‘1699998’
AttributeCustomerID ‘Tenant’
AttributeThisDN ‘1699998’
AttributeThisDNRole 2
AttributeThisQueue ‘1699998’
AttributePartyUUID ‘00BI36ILA0F8196HICIH4PTAES2U0QM9’
AttributeOtherDN ‘1699300’
AttributeOtherDNRole 1
AttributeExtensions [23] 00 01 01 00..
‘BusinessCall’ 2
AttributeTimeinSecs 1625748459 (22:47:39)
AttributeTimeinuSecs 122138
AttributeEventSequenceNumber 000000001b195983
As far as I can tell there is no meaningful difference between difference with these EventRouteRequests for cross site or same site calls.