Genesys Cloud - Main

We have 2 internet circuits terminating on 2 separate firewalls that are clustered - ATT(Primary) and L3 - When we fail from ATT to L3, we loose the phones and even after reboot they don't come back on line. We flip back to ATT and reboot phones to bring them back on line , left one phone and it came back on line after about 15 minutes. 

Hi Gene,

Egdes can reach Pure Cloud through L3?

Edges are on the same Site and Edges Group?

But the issue is :

• All phones are not registered
• Trunk SIP is not OPERATIONAL and you cannot do in+out calls

Are you using WebRTC or softphones?

Did you already check the routing for edges and WebRTC/softphone clients, in order to reach Pure Cloud

I suggest to read this document : https://help.mypurecloud.com/articles/purecloud-ports-services/

Thanks

Stefano

Thanks for the response Stefano.

These are physical phones - Polycom 311 - however I also tried to initiate a call from the PureCloud App and received an Edge communication error. I did not try a WebRTC call.

I was running a Ping during the circuit flip and we didn't even loose a ping. I did have a call going during the flip and it did not drop.

This was an initial quick test and I will schedule another longer test over the weekend. We are building a Contact Center and need to have as seamless a failover as possible.

HI Gene,

did you have chance to do test on it?

Let me know if now is working.

Thanks

Stefano