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Genesys Cloud: Disaster Recovery and Backup Automation

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  • 1.  Genesys Cloud: Disaster Recovery and Backup Automation

    Posted 01-06-2025 06:34
    No replies, thread closed.

    We are currently exploring disaster recovery strategies for Genesys Cloud, particularly focusing on how to handle the complete loss of our existing Genesys Cloud organization and the subsequent need to recreate a new organization from scratch.

    Our primary goal is to recreate a "snapshot" or version of our production environment with minimal manual intervention, leveraging automation wherever possible to save time and resources.

    From our research so far, we've identified a few potential approaches:
    1. Genesys Cloud CX as Code: Utilizing Genesys' Infrastructure as Code tools for configurable items.
    2. AppFoundry Tools: Leveraging third-party tools available in the Genesys AppFoundry marketplace.
    3. Manual Configuration: Rebuilding the organization manually.

     

    • We'd love to hear from others in the community about their experiences and insights:
    • Are there other viable options we should consider?
    • What are the pros and cons of using "Genesys Cloud CX as Code" versus tools from the AppFoundry?
    • Any recommendations or best practices for disaster recovery in this context?

     

    Looking forward to your thoughts and suggestions!


    #API/Integrations
    #ArchitectureandDesign
    #Implementation
    #PlatformAdministration
    #Routing(ACD/IVR)
    #Security
    #SystemAdministration
    #Telephony
    #Unsure/Other

    ------------------------------
    Dan Wong
    EUC Engineer
    ------------------------------


  • 2.  RE: Genesys Cloud: Disaster Recovery and Backup Automation
    Best Answer

    Posted 01-06-2025 07:20
    No replies, thread closed.

    We set up a disaster org very recently. We went with an incredibly trimmed down approach. One queue, 500 generic agent log ins, and a handful of our main DIDs can be repointed toward our disaster org by logging into our carrier's site and changing the call route. 

    A few things we asked ourselves, how often would Genesys or the Amazon AWS cloud be down that we would have to actually utilize our disaster org? How much effort and cost would be needed to maintain our current configuration to maybe use the disaster org once every 5 or 10 years?



    ------------------------------
    Seean Weaver
    MAPFRE USA - Telecom Analyst
    ------------------------------



  • 3.  RE: Genesys Cloud: Disaster Recovery and Backup Automation

    Posted 01-08-2025 03:39
    Edited by Dan Wong 01-08-2025 03:54
    No replies, thread closed.

    Thanks Seean - seems a sensible approach - will add this to our considerations! 



    ------------------------------
    Dan Wong
    EUC Engineer
    ------------------------------

    Original Message


  • 4.  RE: Genesys Cloud: Disaster Recovery and Backup Automation

    Posted 01-07-2025 11:06
    No replies, thread closed.

    We are in the beginning stages of creating a DR org in a different AWS region from our production org.  We are looking at a hybrid approach as we have some very complex outbound flows in how they integrate with some of the SOR's, we are not duplicating these flows.  However we going to migrate all of our inbound flows.  Due to how large and complex our org is the initial DR org spin up we are leveraging Genesys PSO.  Genesys will also be responsible for synching at predefined intervals.  After the solution is in place we will probably leverage option 1, or 2 you have defined above.  I personally really like one of the app foundry tools "Pointel", it is a really nice tool.

    We have several thousand users which we leverage Okta for user management.  One of the things we will be proving out is if Okta can update both orgs using the same resources.  Meaning Currently Okta links our AD groups to the groups in Genesys prod.  I'm told Okta can be configured to push user updates to both Prod and DR orgs which will be huge for user management.



    ------------------------------
    Mark Pierson
    Development prencapal
    ------------------------------



  • 5.  RE: Genesys Cloud: Disaster Recovery and Backup Automation

    Posted 01-08-2025 03:55
    No replies, thread closed.

    Thanks Mark for the reply!  Regarding the hybrid model, were there any significant gaps between option 1 or 2 which influenced your decision to this approach?

    We are still in the early discovery and have not yet delved deeply into the details.



    ------------------------------
    Dan Wong
    EUC Engineer
    ------------------------------

    Original Message


  • 6.  RE: Genesys Cloud: Disaster Recovery and Backup Automation

    Posted 01-08-2025 12:13
    No replies, thread closed.

    Dan We haven't made our decision yet.  As I mentioned we are going to leverage Genesys PSO to do the initial build and synch's.  There are pros and cons to each of the options. 

    1.  Home grown: Although we have the infrastructure in place and able to leverage tools such as GIT, CX as code and Archy we would still need to allocate X% of our development and support man power to create the synch and keep the two orgs in synch.  We typically have 4 or more code releases a month, this can be a lot to keep in synch. We would also need to recognize by building out our own synch solution there would still be the possibility of human error.  When it comes to a DR solution you may not identify something that was missed until years later during an actual DR emergency event.  Not when you want to find that you missed something.
    2. App Foundry: Would require a minimal amount of man power to set up and significantly less manpower than option 1 to maintain we still need to look at the $ for the app subscription.  The App foundry solutions have already been vetted out and should be pretty clear of bugs.  After all providing a synch solution is their bread and butter so it behooves them to build the best solution they can.

    We all know once a DR/BCP has been built and deployed they typically never get looked at again until the actual DR event.



    ------------------------------
    Mark Pierson
    Development prencapal
    ------------------------------

    Original Message


  • 7.  RE: Genesys Cloud: Disaster Recovery and Backup Automation

    Posted 01-07-2025 11:41
    No replies, thread closed.

    Hi Dan,

    I'm the Product Manager for CX as Code here at Genesys.  CX as Code is a great tool but it takes a considerable amount of effort by some fairly technical DevOps resources to get things setup properly.  We have a Blueprint on the Developer Center that shows what is possible: https://developer.genesys.cloud/blueprints/cx-as-code-cicd-gitactions-blueprint/

    On the AppFoundry, there are several additional options available.  Genesys Professional Services offers a pre-built product that utilized CX as Code called BCP Wizard (https://appfoundry.genesys.com/filter/genesyscloud/listing/630602fd-7b2e-447d-a9ff-0fb73af89d0f) and they have a second offering available via an engagement model.  You can speech with your Genesys account manager about those if you are interested.

    Additionally on the AppFoundry we have 3rd party partners that have tackled this problem using their own technology stacks.  Off the top of my head I know that Blackchair, Eemaan, Pointel, and CloudCX all offer something in this realm.

    I hope that helps.



    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------



  • 8.  RE: Genesys Cloud: Disaster Recovery and Backup Automation

    Posted 01-07-2025 17:30
    No replies, thread closed.

    I'll put in a vote for the PS BCP option. I have used it on a small scale, and I know the folks who work on it - they are meticulous. It works well.

    The Genesys provider used with CX as Code cannot export/import everything available in Genesys Cloud, so you need to look at what it can do vs. cannot (e.g., WFM settings) to decide whether it is a good solution. I'd recommend the PS engagement for a managed package or the wizard, rather than trying to build it all yourself...unless you are quite familiar with Terraform/Open Tofu and Devops/CICD practices



    ------------------------------
    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


  • 9.  RE: Genesys Cloud: Disaster Recovery and Backup Automation

    Posted 01-09-2025 07:59
    No replies, thread closed.

    Hi @George Ganahl, just curious, how did you handle the toll free numbers and routing them to your BCP org?



    ------------------------------
    Luis Fajardo
    CIO
    ------------------------------

    Original Message


  • 10.  RE: Genesys Cloud: Disaster Recovery and Backup Automation

    Posted 01-08-2025 03:46
    Edited by Dan Wong 01-08-2025 03:57
    No replies, thread closed.

    Thanks Jim - will review the Blueprint above with our DevOps Team to see what option 1 can offer :-) 


    ------------------------------
    Dan Wong
    EUC Engineer
    ------------------------------

    Original Message


  • 11.  RE: Genesys Cloud: Disaster Recovery and Backup Automation

    Posted 01-09-2025 11:02
    No replies, thread closed.

    That is something which needs to be worked out with the carrier, usually where the POP for the original organization transfers the calls for those TFNs to numbers in the other region. There are always variations based upon the carriers and countries involved, and careful setup of the trunks in each organization (and not trying to replicate the trunks from original organization to BCP).



    ------------------------------
    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


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