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  • 1.  BYOC-P Local Edges and Internet Failure.

    Posted 06-06-2023 12:21
    Edited by Jason Kleitz 08-26-2025 15:48
    No replies, thread closed.

    We have a customer in a very remote area with Local Edges.  They experience sometimes planned sometimes unplanned total Internet Outages for extended periods of time.  Genesys documented at one time the Survivability of a loss of cloud connectivity.  e.g.  Basic ACD, Calls are still routed to agents, the Edge will know who is on queue, and the phone will ring but the UI will not alert.  Recordings and Analytics are pushed to the cloud when the connection is restored.  They also provided a Service Availability Matrix.  We have recommended our customer have something like Starlink (Elon Musk's high-speed, low-latency broadband internet) as a failover.  Does anyone out there have BYOC-P and suffer network outages and what has been that experience? 


    #ArchitectureandDesign
    #Implementation
    #Unsure/Other

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    Martin Bunting
    i3Vision Technologies Inc.SC
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  • 2.  RE: BYOC-P Local Edges and Internet Failure.

    Posted 06-06-2023 12:30
    No replies, thread closed.

    You have done all the hard work with the Edge and GCx configuration go get this working.  If they have it, you could consider 5G hotspots.  I have used a few and they get good throughput, but depending on where they are, that might not work.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: BYOC-P Local Edges and Internet Failure.

    Posted 06-06-2023 13:04
    No replies, thread closed.

    Thanks Robert. Because of the remoteness Satellite may be our only failover option.  I am curious to know the experience of a network outage for a BYOC-P customer.  Do calls still ring in to agents on queue, I also assume those agents would have to be configured with a physical phone before the the outage as changing configurations during would not be possible.



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    Martin Bunting
    i3Vision Technologies Inc.SC
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    Original Message


  • 4.  RE: BYOC-P Local Edges and Internet Failure.

    Posted 06-07-2023 07:56
    No replies, thread closed.

    You are correct, there needs to be physical phones to survive cloud connectivity loss.
    Question: If they loose complete internet, is the Telco still able to service calls towards the Edge?
    https://help.mypurecloud.com/articles/survive-outage-business-continuity-best-practices/



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    Dewald Smit
    Altron Systems Integration a Division of Altron TMT (Pty) Ltd
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    Original Message


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