James_Levesque | 2018-06-18 22:46:39 UTC | #1
Hi there,
Is there a way to setup PureCloud Voice virtual edges in eu-west-1 as well as us-east-1 for the same Org? I am having serious latency issues with my Amsterdam agents, 160ms ping to us-east-1. It is killing the conversation for about 20% of the calls.
I would like to set up an Edge group (two redundant virtual edges) in Ireland (eu-west-1) and have my Amsterdam, UK and Belgian agents connecting there instead of in NoAm.
Is this possible?
If it is not, what solution do you suggest?
tim.smith | 2018-06-19 12:44:26 UTC | #2
This would be a better question for the PureCloud Community Forum or your sales rep. This forum is for API and customization topics.
Jason_Mathison | 2018-06-19 12:48:41 UTC | #3
Hi James,
Since this is a configuration / capability questions and not a development question, the Genesys Community is the right place to ask.
https://community.genesys.com/communities/purecloud-home?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4
I did ask around about this though. We currently do not support having edges in different regions for a single org. It is currently on the roadmap, but there is no timeline for when it will be available (and could always fall off the roadmap and not be implemented).
Apparently we do have multiple customers in Europe running off the US-east region without issue. This may be an issue that can be resolved by modifying the internet connection of your Amsterdam agents.
James_Levesque | 2018-06-19 17:39:29 UTC | #4
Thanks for you reply Jason,
I have an impending deployment that I will probably have to delay because of this latency issue. I was always under the impression that PC Voice could be used in the region local to the agents, regardless of where the Org was sitting, thus keeping the voice traffic local. I guess I need to pay more attention next time.
I'll be installing local physical edges as a solution. Installing local physical edges was always in the plans but after initial deployment. They are required in order to integrate a PCI compliant agent assisted IVR solution with PVIPal. So that phase is being moved ahead of schedule.
As far as modifying the internet connection, well that is out of the question. I already have two redundant fibre links to the AMS office and the last one took over 6 months to install. Having an office on the canals in Old Amsterdam has it's perks, but also it's disadvantages. Construction permits are incredibly complicated and time consuming to obtain. Besides, we also have agents in Belgium and London. We also want our agent to be able to work remotely, this is a Cloud solution, after all. Therefore we can't be skimming the acceptable threshold of latency, we need to be well below it.
If it wasn't for our follow the sun support teams that handles calls from overlapping regions, I would have gone with a two Org solution.
I now know what I need to do.
Thanks again.
system | 2018-07-20 17:39:31 UTC | #5
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