Sabio Ibérica, S.A.
Original Message:
Sent: 06-26-2024 11:38
From: George Ganahl
Subject: Communications between Edge Premise and Edges Cloud
The edge(s) involved in a call going to a WebRTC phone depends on which edge the phone is registered to.
All WebRTC signaling traffic goes through the internet due to the translation servers needed (WebRTC <=> SIP), but media can go direct to a premises edge if the WebRTC phone is on the same network.
https://help.mypurecloud.com/articles/webrtc-call-flow/
https://help.mypurecloud.com/articles/detailed-webrtc-diagram/
Ports that need to be opened are listed in the Resource Center:
https://help.mypurecloud.com/articles/ports-and-services-for-edge-devices-under-byoc-premises/
https://help.mypurecloud.com/articles/ports-and-services-for-webrtc-phones-under-byoc-premises/
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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
Original Message:
Sent: 06-26-2024 10:48
From: David Fradejas Tomás
Subject: Communications between Edge Premise and Edges Cloud
I apologise for bringing up this thread again, I hope you can help me again.
It is clear to me that the connection between the Edges Premises and the Edges Cloud must be done on the site links (Thanks @George Ganahl ), but the edges premises are behind a Customer FIREWALL, therefore, the client requests to know that opening of ports and communications must be opened so that the communication via WAN between the Edges Cloud and the Edges premise, can be established in a satisfactory way.
Another point I would like to clarify is this use case: imagine that a call is delivered to a Edge Premise, and we need to send the call to WebRTC Agent....do we need to open all the ports/communications for webrtc for that Premises Edge? or, in hybrid media mode, the call is delivered to a Cloud Edge first, and then go to the Agent?
Is so, we just only need to open the ports/communications for the connection between Premises and Cloud Edges...let me show you the figure in the transition scenario:
As you can see in the model, in the current environment we have calls progressing from a Genesys Engage environment through GVP. When the call needs to be routed to an agent, a trunk is used between the GVP and Genesys Cloud, and the call ends up at Agent Softphone(ININ PureCloud Softphone). What we are looking for is that, during the transition phase, Edge Premises and Edge Virtual can coexist, and at the same time we can have webrtc agents and agents with Softphone.
The final picture will be only virtual edges, and webrtc agents.
Thanks in advance!!!!!
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David Fradejas Tomás
Sabio Ibérica, S.A.
Original Message:
Sent: 03-11-2024 13:19
From: George Ganahl
Subject: Communications between Edge Premise and Edges Cloud
Via those site links, yes.
Another view (though for WebRTC)
https://help.mypurecloud.com/articles/hybrid-media-overview/
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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
Original Message:
Sent: 03-11-2024 12:55
From: David Fradejas Tomás
Subject: Communications between Edge Premise and Edges Cloud
Thanks a lot @George Ganahl!!
My main concern/idea is that the customer's call was managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone....so it seems the SIP INVITE need to travel between cloud edges to premise...I guess using Site Links as you mention above, is that correct?
Thanks!!
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David Fradejas Tomás
Sabio Ibérica, S.A.
Original Message:
Sent: 03-11-2024 12:10
From: George Ganahl
Subject: Communications between Edge Premise and Edges Cloud
Converting to a Hybrid organization involves setting up Site Links which connect the on-premises edges to the cloud edges.
https://help.mypurecloud.com/faqs/what-are-site-links/
https://help.mypurecloud.com/articles/convert-byoc-premises-to-hybrid-media/#SiteLinksSection
I'll run a test in my org to be sure it still works
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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
Original Message:
Sent: 03-08-2024 04:47
From: David Fradejas Tomás
Subject: Communications between Edge Premise and Edges Cloud
Good morning experts,
We are going to begin the implementation of a hybrid architecture in which we have physical Edge and virtual Edge. Agents use the inin purecloud Softphone (not webrtc), therefore we have to maintain physical Edges.
Our idea is that the client's call is managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone.
Is this architecture possible? What type of communications should be opened in this implementation? Is direct communication between physical and virtual edges necessary, or is it possible to put an SBC in between?
Thank you
#ArchitectureandDesign
#Telephony
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David Fradejas Tomás
Sabio Ibérica, S.A.
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