Genesys Cloud - Main

We are on PureCloud. We have edge devices on premise. When PureCloud is down, I'd assume that the flows or the prompts are not available any more. What will our callers hear?

Thanks,


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Jun Li
Ontario Teacher's Pension Plan
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The edge caches the flows & prompts, so it will continue to work with some exceptions.  If the edge has never downloaded the flow before (you should have more than 1 edge and a call might not have asked this particular edge for this particular flow before now), the call will fail.  Obviously a flow publish that occurs while the edge cannot communicate with the cloud means the edge will not get the update, but it will continue to use the old version.  Certain actions in the flow that ask for information from the cloud (i.e. call data actions, bridge actions, etc) will fail.  This is why architect has failure paths--best practice is use them.  If nothing else, transfer to ACD and get the caller to an agent.

https://help.mypurecloud.com/articles/edge_remote_survivability-faqs/

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Melissa Bailey
Genesys - Employees
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Original Message:
Sent: 08-10-2018 11:01
From: Jun Li
Subject: What will our customers hear if PureCloud is down?

We are on PureCloud. We have edge devices on premise. When PureCloud is down, I'd assume that the flows or the prompts are not available any more. What will our callers hear?

Thanks,


------------------------------
Jun Li
Ontario Teacher's Pension Plan
------------------------------

Thanks for the information and links.

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Jun Li
Ontario Teacher's Pension Plan
------------------------------

Original Message:
Sent: 08-10-2018 11:15
From: Melissa Bailey
Subject: What will our customers hear if PureCloud is down?

The edge caches the flows & prompts, so it will continue to work with some exceptions.  If the edge has never downloaded the flow before (you should have more than 1 edge and a call might not have asked this particular edge for this particular flow before now), the call will fail.  Obviously a flow publish that occurs while the edge cannot communicate with the cloud means the edge will not get the update, but it will continue to use the old version.  Certain actions in the flow that ask for information from the cloud (i.e. call data actions, bridge actions, etc) will fail.  This is why architect has failure paths--best practice is use them.  If nothing else, transfer to ACD and get the caller to an agent.

https://help.mypurecloud.com/articles/edge_remote_survivability-faqs/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 08-10-2018 11:01
From: Jun Li
Subject: What will our customers hear if PureCloud is down?

We are on PureCloud. We have edge devices on premise. When PureCloud is down, I'd assume that the flows or the prompts are not available any more. What will our callers hear?

Thanks,


------------------------------
Jun Li
Ontario Teacher's Pension Plan
------------------------------

Follow-up question: What happens when the Edges are virtual, part of PureCloud Voice? How are they isolated to continue to perform survival functions?

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Patrick Rada
Keypath Education LLC
------------------------------

Original Message:
Sent: 08-10-2018 11:15
From: Melissa Bailey
Subject: What will our customers hear if PureCloud is down?

The edge caches the flows & prompts, so it will continue to work with some exceptions.  If the edge has never downloaded the flow before (you should have more than 1 edge and a call might not have asked this particular edge for this particular flow before now), the call will fail.  Obviously a flow publish that occurs while the edge cannot communicate with the cloud means the edge will not get the update, but it will continue to use the old version.  Certain actions in the flow that ask for information from the cloud (i.e. call data actions, bridge actions, etc) will fail.  This is why architect has failure paths--best practice is use them.  If nothing else, transfer to ACD and get the caller to an agent.

https://help.mypurecloud.com/articles/edge_remote_survivability-faqs/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 08-10-2018 11:01
From: Jun Li
Subject: What will our customers hear if PureCloud is down?

We are on PureCloud. We have edge devices on premise. When PureCloud is down, I'd assume that the flows or the prompts are not available any more. What will our callers hear?

Thanks,


------------------------------
Jun Li
Ontario Teacher's Pension Plan
------------------------------

AWS edges have the same caching protection.  One note about AWS edges:  their connection to your/your agents is over the internet just like your connection to the rest of PureCloud.  So if your internet connection goes down, the agents will drop off any existing calls. They will also be unable to take new calls; the edge will receive new calls but won't be able to connect them to the agents.  The new callers will wait in queue until your connection comes back up.

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Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 08-22-2018 10:25
From: Patrick Rada
Subject: What will our customers hear if PureCloud is down?

Follow-up question: What happens when the Edges are virtual, part of PureCloud Voice? How are they isolated to continue to perform survival functions?

------------------------------
Patrick Rada
Keypath Education LLC

Original Message:
Sent: 08-10-2018 11:15
From: Melissa Bailey
Subject: What will our customers hear if PureCloud is down?

The edge caches the flows & prompts, so it will continue to work with some exceptions.  If the edge has never downloaded the flow before (you should have more than 1 edge and a call might not have asked this particular edge for this particular flow before now), the call will fail.  Obviously a flow publish that occurs while the edge cannot communicate with the cloud means the edge will not get the update, but it will continue to use the old version.  Certain actions in the flow that ask for information from the cloud (i.e. call data actions, bridge actions, etc) will fail.  This is why architect has failure paths--best practice is use them.  If nothing else, transfer to ACD and get the caller to an agent.

https://help.mypurecloud.com/articles/edge_remote_survivability-faqs/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 08-10-2018 11:01
From: Jun Li
Subject: What will our customers hear if PureCloud is down?

We are on PureCloud. We have edge devices on premise. When PureCloud is down, I'd assume that the flows or the prompts are not available any more. What will our callers hear?

Thanks,


------------------------------
Jun Li
Ontario Teacher's Pension Plan
------------------------------

Hello Jun,

This maybe out of topic but you may also want to subscribe to PureCloud Updates where you will receive notifications for anything service related.


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Marie Grace Delos Santos
Customer Success, Global Digital Team
Genesys - Employees
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Original Message:
Sent: 08-10-2018 11:01
From: Jun Li
Subject: What will our customers hear if PureCloud is down?

We are on PureCloud. We have edge devices on premise. When PureCloud is down, I'd assume that the flows or the prompts are not available any more. What will our callers hear?

Thanks,


------------------------------
Jun Li
Ontario Teacher's Pension Plan
------------------------------