Genesys Cloud CX

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  • 1.  Voice calls between Edges

    Posted 05-20-2022 12:36
    Hello, your help please

    I have 20 Edges, 10 have an external trunk 1 configured, the other 10 have an external trunk 2 configured, the 20 edges are in the same headquarters and same group of Edges. External trunks go to an SBC.
    I turn on the campaign, an outgoing call is established between an Edge of trunk 1 and the SBC but the advisor's webRTC is connected to an Edge of the second group (which has trunk 2 configured), the call will go to the agent ?


    Oliver Martinez

  • 2.  RE: Voice calls between Edges

    Posted 05-22-2022 10:48
    Edges should allow for direct media paths, meaning that if the edges see each other, they should be able to direct the media between the edges and not through the SBC.  The SIP messaging will still be through the SBC and the SBC must also allow direct media.  With the new media fabric phase II, edge audio can be proxied through Genesys Cloud directly, so if the edges cannot see each other or the user endpoint, that traffic can proxy through the cloud without direct addressing.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect