Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Hybrid Media / Premise Edge integration

    Posted 05-08-2025 17:31
    No replies, thread closed.

    Hi

    We are busy with a migration from Engage to Cloud.

    We currently have quite a few premise Edges in play, are a carrier, and process 8M+ calls per month with a very high percentage being resolved within the IVR. Connected to these Edges I have Audiocodes SBC's that connect to our mobile network. One of the challenges with premise Edges is that you miss out on some features like real time transcription and the business would like to explore that for particular use cases. I am trying to understand how call routing works. By messing around in our dev org, I currently have three sites - my core site with an Edge, a cloud media branch site that became 'Default' and the auto provisioned default AWS cloud site. We have to try get our usage down before we can start to look at dropping the premise Edges from a cost perspective so that is not an option right now. 

    Is one able to split the inbound traffic from the SBC's based on some parameter or DNIS, sending some calls to the cloud Edges and keeping others on the premise or is it all or nothing? How does one plumb this all together. I think I am struggling to get my head around how this relates to just setting up trunks on Engage.

    All my forum search is coming up short, but any pointers would be appreciated.    


    #ArchitectureandDesign

    ------------------------------
    Craig Gibson
    Senior Systems Specialist
    ------------------------------


  • 2.  RE: Hybrid Media / Premise Edge integration
    Best Answer

    Posted 05-09-2025 16:21
    No replies, thread closed.

    Hey Craig,

    Welcome to the Community! You should be able to help route some of these calls using Number Plans on the Sites within your org. From there, you can set up regex to transform numbers and attach classifications, and then route calls to specific Trunks.

    Since you are migrating from on premises to the cloud, I would recommend checking out this article:

    https://help.mypurecloud.com/articles/convert-byoc-premises-to-hybrid-media/



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



Related Content