Genesys Cloud - Main

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Could you please help me understand how follow-the-Sun works with PureCloud? See questions below

 

• With follow the sun for a global deployment with distributed Edge servers, the edge servers need a network connection between each other to be aware of agent availability(?)
• If a call gets redirected from one location to the other (ie if after hours in the UK and the call goes to an available agent in the US), this requires a routing the call to the US pbx – is this a sip redirect or is there a connection nailed up between the ingress edge/pbx and the destination pbx/edge?

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Mike Pigeon

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I think we need a bit more information regarding the overall setup.

You refer to a "PBX" in relation to the location a couple of times. Do you really mean a PBX that sits in a location, and is integrated with PureCloud, or are you thinking of the Edge as a PBX (which is not a good analogy, as PureCloud overall is the PBX in the cloud, as it were)?

Agent status is stored/tracked/updated in the cloud, so the Edges need an Internet connection to PureCloud to be fully functional (otherwise they run on cached information for menus and Architect flows, ACD routing), but they have no knowledge of current agent status when disconnected from the cloud.

Do you have multiple Edge Groups and a single Organization? What is the overall architecture? (Or, are you trying to figure out what to design for a new deployment/implementation?)

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George Ganahl
Principal Program Manager
Genesys
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