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  • 1.  Recommendation needed – Genesys Cloud Edge connectivity using multiple i-filters

    Posted 15 hours ago

    Hi Team,
    We need suggestions from the community regarding our Genesys Cloud Edge connectivity design.


    Current Environment:
    In our call center, we are using Genesys Cloud for both inbound and outbound calls, along with on-premises Edges.

    We have two sites: Site A and Site B
    Each site has two on-premises Edges (a total of four Edges)
    Currently, all Edges are configured to communicate with Genesys Cloud through i-filter A (Proxy server)

    Please refer to the current high‑level architecture diagram attached.


    Issue Faced
    Recently, we experienced an outage when i‑filter A went down. As a workaround, we manually switched connectivity to i-filter B to re-establish communication between the on-premises Edges and Genesys Cloud.
    This made it clear that all Edges were dependent on a single i-filter for connectivity, and its failure resulted in a complete service disruption.

    Proposed Design
    To avoid a similar outage in the future, we are planning the following setup:

    Site A: Edge 1 and Edge 2
    Site B: Edge 3 and Edge 4

    Proposed i-filter connectivity:

    Edge 1 (Site A) and Edge 4 (Site B) will communicate with Genesys Cloud via i-filter A
    Edge 2 (Site A) and Edge 3 (Site B) will communicate with Genesys Cloud via i-filter B
    By this design if any one of the i-filter fails still the 50% of the resources are available to service the calls

    Please refer to the proposed architecture diagram attached.

    Questions for the Community

    Is this approach feasible and supported with Genesys Cloud on-premises Edges?
    Are there any limitations, risks, or considerations with splitting Edge connectivity across multiple i-Filters?
    Are there any recommended best practice designs to improve resilience and avoid manual intervention during such outages?
    Are there any possible solution to make all 4 edges available for all the calls even anyone of the i-filter is down?

    Any suggestions or guidance would be greatly appreciated.
    Thanks in advance.


    #ArchitectandDesign

    ------------------------------
    Senthil kumar Thamodaran
    Consultant
    ------------------------------


  • 2.  RE: Recommendation needed – Genesys Cloud Edge connectivity using multiple i-filters

    Posted 7 hours ago

    Hi Senthil

    I found the following article on the resource center, not sure if this will be helpful - https://help.genesys.cloud/articles/edge-redundancy/.

    Just a question from my side.  With the proposed setup, will there be communication between the 2 sites meaning that both Edge devices on Site A will be able to speak to the Edge devices on Site B?
    Edge 1 (Site A) and Edge 4 (Site B) will communicate with Genesys Cloud via i-filter A
    Edge 2 (Site A) and Edge 3 (Site B) will communicate with Genesys Cloud via i-filter B

    I would also recommend having a look at the following articles on resource center regarding redundancy - https://help.genesys.cloud/articles/single-core-architecture/

    https://help.genesys.cloud/articles/phone-redundancy/

    If one of the filters fail you will lose 50% of your capacity, so depending on the number of concurrent calls you run that might be impacted.  You would also need to look at the phone redundancy options.

    Just another question if you dont mind me asking.  Are you looking at migrating from the premise based edge devices to cloud hosted devices? - https://help.genesys.cloud/announcements/genesys-cloud/deprecation-byoc-premises-genesys-hardware-solution/

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 3.  RE: Recommendation needed – Genesys Cloud Edge connectivity using multiple i-filters

    Posted 5 hours ago
    Edited by Kaio Oliveira 4 hours ago

    Hi Senthil 

    Sorry for question, but why not switch to BYOC?
     
    Maintaining this structure becomes riskier with each passing month, especially since Genesys has announced the end of support to December 2026 



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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