UCID

Last Updated : Aug 05, 2019 |

The Universal Call ID (UCID) is an Avaya proprietary call identifier used in Contact Center applications. UCID is used for monitoring, control and recording of calls at non SIP interfaces of CTI. It can also be used to track call history.

Avaya Aura® Contact Center

The generation of UCID by Avaya SBC is required in Avaya Aura® Contact Center 7.0 environment. A UCID is assigned to any incoming call at the border Avaya SBC so that AACC has a unique handle for each call. For instance, AACC then monitors or controls any application including call recorder using the CTI interface and the UCID for the call.

Avaya Aura® Call Center Elite

The generation of UCID by Avaya SBC does not impact Avaya Aura® Call Center Elite. In this scenario, contact center application receives a unique identifier of the call from Avaya Aura® Communication Manager. Avaya SBC generates a UCID for all incoming SIP calls and Avaya Aura® Communication Manager reuses the same UCID. No conflict of UCID occurs among Avaya Aura® Communication Manager, Avaya SBC, and Contact Center Applications. In features such as call holding, an association is maintained between the new UCID and parent UCID by Avaya Aura® Communication Manager.