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Type of feature
Universal Call ID (UCID) is a base feature. PRI is required for the UCID feature. For more information on PRI, see Digital protocol - PRI feature.
Overview
UCID assigns a unique number to a call when it enters that call center network. The single UCID can be passed among platforms, and can be used to compile call-related information across platforms and sites.
UCID is available using ISDN-PRI. UCID provides a unique identifier (8-byte binary or 20-character ASCII) for every call in a MultiVantage call center customer environment. With UCID, uniform data-tracking is possible for all call-related data in a call center, regardless of the system. Also available is the user-to-user information (UUI) element, which supports the specification of additional information to be passed in external function arguments.
Application development considerations
Due to a limitation in the NMS software used in Avaya IR, the system can only receive certain types of UUI data for incoming calls. The third octet of the UUI field is the UUI protocol discriminator. The Avaya IR system can only receive UUI data in which the protocol discriminator is one of the following:
UUI elements with protocol discriminators other than the ones listed above will not be passed through the system to the application handling the call.
For IR applications designed to populate the UUI field, the first byte of data used as input from the application will specify the protocol discriminator (which is the third octet in the field). The first and second octets for the UUI field, used to specify the information element (IE) and length respectively, are not populated by the application input.
For applications designed to receive and read the UUI field, the first byte of data that is read from the field is the protocol discriminator (the third octet in the field). The first and second octets are not read.
Software requirements
The UCID feature requires the following software:
Using this feature
Set up this feature using Web Administration (Feature Packages > Universal Call ID Administration).
