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  • 1.  Softphone primary/secondary edge

    Posted 01-17-2019 09:55
    Hello everyone.

    When we create a softphone a primary and secondary edge is applied. We have 3 edges in our site.
    What is the criteria that purecloud uses to assign edges to softphones?

    Thanks.

    Regards,
    Daniel
    #Telephony

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    Daniel Grosso
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------


  • 2.  RE: Softphone primary/secondary edge

    Posted 01-18-2019 01:51
    In order to achieve load balancing, it is random, you cannot decide which one will be assigned. 
    If you need to force it, you can create a different site and assign the right edge servers.

    ------------------------------
    Mathieu Poulain
    AXA General Insurance Japan Limited.
    ------------------------------

    Original Message


  • 3.  RE: Softphone primary/secondary edge

    Posted 01-18-2019 05:01
    Hello Mathieu.

    Thank u for ur answer.

    In under which circumstances this assignment changes? Never?

    We have 3 edges. Imagine that both the primary and secondary edges go offline. Does the softphone connects to the third?

    We have been told that we could achieve an ative-ative architecture with 3 edges but now it's now very clear to me.

    Thank u.

    Regards,
    Daniel


    ------------------------------
    Daniel Grosso
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------

    Original Message


  • 4.  RE: Softphone primary/secondary edge

    Posted 01-18-2019 06:39

    If both Primary and Secondary goes offline then Genesys will attribute the last Edge available as the primary one automatically. However you will probably need to restart your softphone so it takes into account the new provisioning (will depend on your softphone).

     

    Best regards,

     

    Mathieu

     




    Original Message


  • 5.  RE: Softphone primary/secondary edge

    Posted 01-18-2019 06:47
    Hello Mathiew,

    We use PureCloud SoftPhone. Will it change automatically?

    Thank u.

    Regards,
    Daniel

    ------------------------------
    Daniel Grosso
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------

    Original Message


  • 6.  RE: Softphone primary/secondary edge

    Posted 01-18-2019 09:02
    Hello,

    We are facing the same problem.

    We have two Edges,

    The PureCloud softphone while provisionning, we specifiy the IP address of the Primary Edge, but we are wondering in case of this primary Edge goes down, how the Second Edge will provision the softphone and the Agent could take the call ?

    Shall we do it manually or it will be done automatically ?

    ------------------------------
    nicolas urgin
    Dimension Data France
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    Original Message


  • 7.  RE: Softphone primary/secondary edge

    GENESYS
    Posted 01-18-2019 10:49
    There is some good guidance regarding how to set up DNS and DHCP to support Edge redundancy in PureCloud:

    https://help.mypurecloud.com/articles/phone-provisioning-dhcp-dns/

    If you don't have Host A records (same name) set up for all of your Edges and set Option 160 to provision using the Host A record name (as you indicate for your situation, @Nicolas Urgin), then you will probably have problems with provisioning when Edges go down.​

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 8.  RE: Softphone primary/secondary edge

    Posted 01-18-2019 13:43
    Hello George.

    We have option 160 configured in our DHCP (as advised by you in a different topic).

    In that option we have a DNS entry that "round robins" between the 3 edges.

    However, I foresee  potential problems here.

    1. There's nothing that prevents me from trying to provision a softphone to an offline edge. Will it work?
    2. Since we have 3 edges and the assigning of the primary and secondary edges for a given softphone is random, what happens if the primary and secondary edges become offline? will the softphone automatically connect to the third edge?

    Thank u.

    Regards,
    Daniel

    ------------------------------
    Daniel Grosso
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------

    Original Message


  • 9.  RE: Softphone primary/secondary edge

    GENESYS
    Posted 01-18-2019 15:43
    That is what DNS does...figures out which of the Hosts is responding, and returns that IP address to the phone.

    If a phone contacts an Edge other than its primary or secondary, it's my understanding that the edge will redirect the phone to a correct edge. But, I haven't checked on that in a while.

    The phone may not pick up the new provisioning until it is restarted. I haven't experimented with that.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 10.  RE: Softphone primary/secondary edge

    Posted 01-20-2019 19:09
    If a phone contacts an Edge other than its primary or secondary, it's my understanding that the edge will redirect the phone to a correct edge. But, I haven't checked on that in a while. ==> From my experience, the edge will just ignore the provisioning. So just wondering how you can use a DHCP option with more than 2 Edge servers. The DHCP would need to know the exact Edge (primary and secondary) your phone is set to.

    ------------------------------
    Mathieu Poulain
    AXA General Insurance Japan Limited.
    ------------------------------

    Original Message


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