Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  WebRTC and Edge Survivability

    Posted 05-26-2021 15:36
    My user community (2,700 agents) has elected to primarily utilize WebRTC communication for the following reasons:
    - Efficient OPUS Codec
    - Eliminates the need for a separate /additional desktop application (SIP-IP)
    - Kludgy SIP-IP interface in stand alone mode
    - Agent/ SIP-IP phone state change latency 

    The only downside to WebRTC is that if the Edges go into stand-alone mode due to significant ISP connectivity issue (no cloud connection), the Stand-alone Edge will continue to accept calls on its assigned SIP trunk until the SIP trunk is shut down on the carrier side; Calls continue to be delivered round-robin on the other Edges in the SIP trunk group, however the calls to this Edge (in stand alone mode) go into a black hole.

    It would be awesome IF there was an Edge configuration parameter to shut down the SIP interface if the Edge goes into stand-alone mode to avoid this issue.

    Is there anyone else in this configuration mode/ have any ideas to address this issue?
    #Ask Me Anything (AMA)
    #ArchitectureandDesign
    #ConnectwithaCustomer(NEW)
    #DigitalChannels
    #Implementation
    #Integrations
    #Omni-ChannelDesktop/UserInterface
    #Outbound
    #PlatformAdministration
    #QualityManagement
    #RemoteWorkEnablement
    #Reporting/Analytics
    #Roadmap/NewFeatures
    #Routing(ACD/IVR)
    #Security
    #SIP/VolP
    #SystemAdministration
    #Telephony
    #Unsure/Other
    #GenesysCloudCXQAEpisode

    ------------------------------
    Michael Bishop
    Siemens Healthcare GmbH
    ------------------------------


  • 2.  RE: WebRTC and Edge Survivability

    Posted 05-26-2021 19:47
    Might just be a case of having something in your call flows that requires the cloud connection for it to work (API Data Action etc).  If the data action fails then you can make the assumption there is an issue with that Edge or the platform and treat the call differently - play some closed/emergency type treatment maybe.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources