Genesys Cloud (formerly PureCloud)

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Where are Mail/Digital Channel Flows executed?

  • 1.  Where are Mail/Digital Channel Flows executed?

    Posted 01-05-2021 09:59
    Edited by Facundo Nowicky 01-05-2021 10:01

    We've been having issues in one of our implementations, and checking in iLo we see 24/7 100% CPU usage, even when there are few calls.-
    Coincidentally, Issues seem to have appeared around the time we implemented a mail channel.
    And the Flow for this channel has some intense loops looking for around 200 keywords in each mail body.
    So I'm theorizing that it could be what's causing the heavy processing.

    I know that logically Digital Channel Flows should be run in the cloud, but, I wanted to check. 

    Where are Mail and other Digital Channels Flows being executed?

    Thank you,


    Facundo Nowicky
    Interaxa S.A.

  • 2.  RE: Where are Mail/Digital Channel Flows executed?

    Top 25 Contributor
    Posted 01-20-2021 13:56
    Your assumption is correct.  All the digital channels should be in the cloud, not at a local level or on the Edge servers.  I would check logs during these times to see what might be causing these spikes.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect