Genesys Cloud - Main

Hi all,
when the PureCloud Edge can't connect to the cloud and falls into the survivability mode, based on the documentation the ACD calls should be distributed to the agents available at the time the Edge lost the connectivity. And here comes the problem. When the outage occurs outside of business hours (when no agent is logged in), the next morning when the call center opens, no ACD call will be distributed. This is quite an issue from the BCP point of view, as we are not able to provide service until the Edge conectivity is resored.
Anybody can think of any solution how to distribute calls in such scenario?

Thanks,
Tomas
#ArchitectureandDesign
#Routing(ACD/IVR)
#Telephony

------------------------------
Tomas Vadinsky, Cigna New Zealand
------------------------------

Create an Emergency route that sends the calls to a group of agents that does not care if they are logged in or not.  Activate that during the outage (you can always use your cell phone in Desktop mode to access PureCloud) and then the phones will ring in.  You can have them set their users extensions to follow them to their cell phones for even more coverage.

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

Original Message:
Sent: 09-05-2019 21:47
From: Tomas Vadinsky
Subject: Edge Remote survivability - Call Distribution

Hi all,
when the PureCloud Edge can't connect to the cloud and falls into the survivability mode, based on the documentation the ACD calls should be distributed to the agents available at the time the Edge lost the connectivity. And here comes the problem. When the outage occurs outside of business hours (when no agent is logged in), the next morning when the call center opens, no ACD call will be distributed. This is quite an issue from the BCP point of view, as we are not able to provide service until the Edge conectivity is resored.
Anybody can think of any solution how to distribute calls in such scenario?

Thanks,
Tomas
#ArchitectureandDesign
#Routing(ACD/IVR)
#Telephony

------------------------------
Tomas Vadinsky, Cigna New Zealand
------------------------------

Hi Robert, thanks for the reply.
Could you please elaborate a bit on the suggested solution? If we routed the calls to a group, wouldn't we experience the same problem? The calls will not be delivered to the agents who are logged out.

------------------------------
Tomas Vadinsky, Cigna New Zealand
------------------------------

Original Message:
Sent: 01-12-2020 22:45
From: Robert Wakefield-Carl
Subject: Edge Remote survivability - Call Distribution

Create an Emergency route that sends the calls to a group of agents that does not care if they are logged in or not.  Activate that during the outage (you can always use your cell phone in Desktop mode to access PureCloud) and then the phones will ring in.  You can have them set their users extensions to follow them to their cell phones for even more coverage.

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

Original Message:
Sent: 09-05-2019 21:47
From: Tomas Vadinsky
Subject: Edge Remote survivability - Call Distribution

Hi all,
when the PureCloud Edge can't connect to the cloud and falls into the survivability mode, based on the documentation the ACD calls should be distributed to the agents available at the time the Edge lost the connectivity. And here comes the problem. When the outage occurs outside of business hours (when no agent is logged in), the next morning when the call center opens, no ACD call will be distributed. This is quite an issue from the BCP point of view, as we are not able to provide service until the Edge conectivity is resored.
Anybody can think of any solution how to distribute calls in such scenario?

Thanks,
Tomas
#ArchitectureandDesign
#Routing(ACD/IVR)
#Telephony

------------------------------
Tomas Vadinsky, Cigna New Zealand
------------------------------