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  • 1.  Description of path of a call in a multi location environment

    Posted 10-21-2022 08:58
    No replies, thread closed.
    Hello,

    I would like to know if there's a document or something that explains in a multi site environment the flow of a call from sbc --> edge  --> agent

    And the example call would be I have a call that arrives in SBC into site A with an edge also in site A and is handled by an agent that is in site B and registered into site B edge.

    Also if site B has as secondary site A within the configuration as we had a case that call landed in site A and was not able to establish the audio with Edge in site B then when we added site B as secondary of site A started to work. I noticed that for some reason site B was not seeing site A edges but adding as secondary solved the issue for now.
    So I'm wondering how this works and if there's a diagram that shows the call flow from Edges and also the site primary secondary when a call is delivered in that situation.

    thanks.
    #ArchitectureandDesign

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    Dario Torres
    Sabre Global Service S.A.
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  • 2.  RE: Description of path of a call in a multi location environment

    Posted 10-23-2022 23:13
    No replies, thread closed.
    In most cases, Genesys Cloud will either try to redirect media directly between devices (or through the local edge if recording) or proxy through the cloud for remote users without access to the Edge.  This diagram does a pretty good job of showing call paths.  Depending on your Hybrid configuration, you might have devices talk to Edge devices and they will proxy through the cloud if they cannot be seen.



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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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