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  • 1.  EDGE

    Posted 12-28-2023 01:08
    No replies, thread closed.

    Hello 

    We have the question from our customer. 

    Can EDGE be a backup to the call center if there is no connection to the cloud? At what level?

    Thanks in advance.

    Anna


    #ArchitectureandDesign

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    Anna Mazor
    ITNAV-Pro Ltd.
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  • 2.  RE: EDGE

    Posted 12-29-2023 05:41
    No replies, thread closed.

    If you lose connection to the Cloud then the Edge has very limited functionality so you could send calls to an emergency message or transfer calls to other numbers. Additionally users need to connect to the internet to go on queue so they would not be able to answer calls.

    At this point though you are looking at having call delivery into an Edge rather than the Cloud so reduced resilience, scalability and lack of access to real time transcription etc. You could have SIP going into Cloud with a backup of Edge but the Edge is far more likely to fail than Genesys Cloud.

    If you are talking about end users losing connectivity to the Cloud invest in that connectivity rather than an Edge.



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    Richard Chandler
    Connect
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    Original Message


  • 3.  RE: EDGE

    Posted 12-31-2023 02:12
    No replies, thread closed.

    Dear Richard,

    Do You know how to define the "default" voice message for the situation when Edge disconnected from the internet (Genesys Cloud Connection), but the SIP Trunk is working and the calls are coming?

    Is it possible to define the different messages according to the DID?

    P.S.

    Maybe You can send some example?



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    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
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    Original Message


  • 4.  RE: EDGE

    Posted 01-02-2024 08:32
    No replies, thread closed.

    I've not tested this logic with a physical Edge for some time. I suggest creating a test Inbound flow that includes a Data Table lookup or data action. Then put a prompt on the failure route. Disconnect the Edge from the internet and place a call in and see what happens.



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    Richard Chandler
    Connect
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    Original Message


  • 5.  RE: EDGE

    Posted 01-04-2024 00:12
    No replies, thread closed.

    Hello,

    Recently our telephony team asked the same question as during one of the Internet outage edges were just dropping all the calls, what i remember from the past experience that Edges provided local survivability where in case of Internet Outage it will still process the call & route to logged in agent. But now when i am looking at resource center that functionality is no more mentioned.

    This is from Resource Center:- Survive an outage with business continuity best practices - Genesys Cloud Resource Center (mypurecloud.com)

    & this is from a Community post in 2018 Genesys Cloud CX - Genesys you can clearly sees a diff in Internet outage section, not sure whether Genesys removed this functionality if no then why its missing in current docs & if yes then why.



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    Prateek Sethi
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    Original Message


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