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  • 1.  Genesys BYOC Cloud - What Is Used for Heartbeat?

    Posted 09-11-2023 17:16
    No replies, thread closed.

    I am struggling to remember what carriers use for heartbeat to understand if the four load balancer addresses are up and available. Timeouts of 5 seconds clearly aren't acceptable, so in the absence of OPTIONS, what else is there for them to use? 

    We have a situation where SIP calls will not be sent without a response to OPTIONS.
    Some workarounds aren't pretty, but potentially could be anything that causes a bad Call-ID. However, not sure if too many of those would send out alarms.



    #Telephony

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    Kevin Brown
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  • 2.  RE: Genesys BYOC Cloud - What Is Used for Heartbeat?

    Posted 09-13-2023 00:13
    No replies, thread closed.

    In theory if you are talking about BYOC Cloud, the land balancers in front of the cloud edges should never get timeouts.  Your carrier should just send the calls and expect a reply.  Where is the timeout happening¹



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



  • 3.  RE: Genesys BYOC Cloud - What Is Used for Heartbeat?

    Posted 09-13-2023 11:21
    No replies, thread closed.

    Robert,
    The carrier in question requires a heartbeat reply or they do not send calls. They have never worked with a Cloud CX customer, though they have plenty of MultiCloud and Engage customers.  Their response was "Black holing SIP messages is non-conforming," and they are claiming that they have hard coded logic that prevents delivering any calls without a response.

    So, no timeout as they can't deliver calls.

    There is an Idea being voted on to add OPTIONS: TEL-I-244



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    Kevin Brown
    United States
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    Original Message


  • 4.  RE: Genesys BYOC Cloud - What Is Used for Heartbeat?

    Posted 09-13-2023 11:30
    No replies, thread closed.

    You might have to have an SBC in front of the GC trunk to get that.  Have you seen what this setting does?

    Availability External SIP only

    Use this switch to enable or disable the ability to send availability requests.

    The default setting is Disabled.

    Warning: Enabling the Availability setting may disrupt the priority of the SIP Servers or Proxies list you configured for your trunk.


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

    Original Message


  • 5.  RE: Genesys BYOC Cloud - What Is Used for Heartbeat?

    Posted 09-13-2023 16:39
    No replies, thread closed.

    Thanks Robert,
    That's all I could think of as a solution. Unfortunately, timing is way off due to a super accelerated go live.
    The carrier will make changes on their end, but again the timing will be after the fact.

    So off we go to old-fashioned PSTN for go live, and then we will circle back to SIP trunks.

    I've been at this exactly 30 years, just when you think that you've seen everything, here comes another curve ball.



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    Kevin Brown
    United States
    ------------------------------

    Original Message


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