Genesys Cloud - Main

Hello friends from the PureCloud community,

I would like to know if someone can give us more detail to the one that appears in the FAQ link
https://help.mypurecloud.com/faq/if-the-edge-cannot-connect-to-the-cloud-is-ivr-still-available/

Specifically about what happens with call flows, IVR and the connection of calls to agents when the edge can not connect to the cloud.
It seems to me that this is one of the most critical points for our clients when the edge goes into survival mode and in this article the answer remains with very little detail and depth in this regard.
Or if someone knows in what other part is something more detailed on this subject .. I would appreciate it very much.
#ArchitectureandDesign
#Routing(ACD/IVR)
#SIP/VolP
#Telephony

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Diego Prada
Global Networks Solutions S.A.
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Hi. The following link provides more info
https://help.mypurecloud.com/faq_categories/edge-remote-survivability/

Including links to questions on routing such as https://help.mypurecloud.com/faq/if-the-edge-cannot-connect-to-the-cloud-can-i-make-or-receive-non-acd-calls/

If there is no connectivity to the cloud then calls are distributed solely based upon telephony connectivity (SIP agents or remote stations are possible but WebRTC is not as it relies on Internet. Also the agents which are logged in when the the Edge loses connectivity are those agents that the Edge considers when routing. 

Remote survivabiltiy is really designed to address limited duration interruptions in connectivity between the Edge and cloud and is not designed for extended operations where you need to make operational changes including agents ending a shift and new agents coming on. As you are operating with reduced capabilities then your operational processes should also consider this.

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Don Huovinen
Genesys - Employees
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