Good morning experts,

We are going to begin the implementation of a hybrid architecture in which we have physical Edge and virtual Edge. Agents use the inin purecloud Softphone (not webrtc), therefore we have to maintain physical Edges.

Our idea is that the client's call is managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone.

Is this architecture possible? What type of communications should be opened in this implementation? Is direct communication between physical and virtual edges necessary, or is it possible to put an SBC in between?

Thank you

It might behoove you to consider moving your agents to GC WebRTC and just use remote stations on PC to connect over to GC and to the agent.  This would get you moving off the local edges which is what you should consider sooner rather than later.  There is not much need for them these days.   

Good morning experts,

We are going to begin the implementation of a hybrid architecture in which we have physical Edge and virtual Edge. Agents use the inin purecloud Softphone (not webrtc), therefore we have to maintain physical Edges.

Our idea is that the client's call is managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone.

Is this architecture possible? What type of communications should be opened in this implementation? Is direct communication between physical and virtual edges necessary, or is it possible to put an SBC in between?

Thank you

In banking sector, security is a must, and that's why i was asking if this architecture is possible without webrtc.

It might behoove you to consider moving your agents to GC WebRTC and just use remote stations on PC to connect over to GC and to the agent.  This would get you moving off the local edges which is what you should consider sooner rather than later.  There is not much need for them these days.   

Good morning experts,

We are going to begin the implementation of a hybrid architecture in which we have physical Edge and virtual Edge. Agents use the inin purecloud Softphone (not webrtc), therefore we have to maintain physical Edges.

Our idea is that the client's call is managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone.

Is this architecture possible? What type of communications should be opened in this implementation? Is direct communication between physical and virtual edges necessary, or is it possible to put an SBC in between?

Thank you

Good morning experts,

We are going to begin the implementation of a hybrid architecture in which we have physical Edge and virtual Edge. Agents use the inin purecloud Softphone (not webrtc), therefore we have to maintain physical Edges.

Our idea is that the client's call is managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone.

Is this architecture possible? What type of communications should be opened in this implementation? Is direct communication between physical and virtual edges necessary, or is it possible to put an SBC in between?

Thank you

Converting to a Hybrid organization involves setting up Site Links which connect the on-premises edges to the cloud edges.

https://help.mypurecloud.com/faqs/what-are-site-links/

https://help.mypurecloud.com/articles/convert-byoc-premises-to-hybrid-media/#SiteLinksSection

I'll run a test in my org to be sure it still works

Good morning experts,

We are going to begin the implementation of a hybrid architecture in which we have physical Edge and virtual Edge. Agents use the inin purecloud Softphone (not webrtc), therefore we have to maintain physical Edges.

Our idea is that the client's call is managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone.

Is this architecture possible? What type of communications should be opened in this implementation? Is direct communication between physical and virtual edges necessary, or is it possible to put an SBC in between?

Thank you

Thanks a lot @George Ganahl!! 

My main concern/idea is that the customer's call was managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone....so it seems the SIP INVITE need to travel between cloud edges to premise...I guess using Site Links as you mention above, is that correct?

Thanks!!

Converting to a Hybrid organization involves setting up Site Links which connect the on-premises edges to the cloud edges.

https://help.mypurecloud.com/faqs/what-are-site-links/

https://help.mypurecloud.com/articles/convert-byoc-premises-to-hybrid-media/#SiteLinksSection

I'll run a test in my org to be sure it still works

Good morning experts,

We are going to begin the implementation of a hybrid architecture in which we have physical Edge and virtual Edge. Agents use the inin purecloud Softphone (not webrtc), therefore we have to maintain physical Edges.

Our idea is that the client's call is managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone.

Is this architecture possible? What type of communications should be opened in this implementation? Is direct communication between physical and virtual edges necessary, or is it possible to put an SBC in between?

Thank you

Via those site links, yes.

Another view (though for WebRTC)

https://help.mypurecloud.com/articles/hybrid-media-overview/

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 03-11-2024 12:55
From: David Fradejas Tomás
Subject: Communications between Edge Premise and Edges Cloud

Thanks a lot @George Ganahl!! 

My main concern/idea is that the customer's call was managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone....so it seems the SIP INVITE need to travel between cloud edges to premise...I guess using Site Links as you mention above, is that correct?

Thanks!!

------------------------------
David Fradejas Tomás
Sabio Ibérica, S.A.

Original Message:
Sent: 03-11-2024 12:10
From: George Ganahl
Subject: Communications between Edge Premise and Edges Cloud

Converting to a Hybrid organization involves setting up Site Links which connect the on-premises edges to the cloud edges.

https://help.mypurecloud.com/faqs/what-are-site-links/

https://help.mypurecloud.com/articles/convert-byoc-premises-to-hybrid-media/#SiteLinksSection

I'll run a test in my org to be sure it still works

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 03-08-2024 04:47
From: David Fradejas Tomás
Subject: Communications between Edge Premise and Edges Cloud

Good morning experts,

We are going to begin the implementation of a hybrid architecture in which we have physical Edge and virtual Edge. Agents use the inin purecloud Softphone (not webrtc), therefore we have to maintain physical Edges.

Our idea is that the client's call is managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone.

Is this architecture possible? What type of communications should be opened in this implementation? Is direct communication between physical and virtual edges necessary, or is it possible to put an SBC in between?

Thank you

#ArchitectureandDesign
#Telephony

------------------------------
David Fradejas Tomás
Sabio Ibérica, S.A.
------------------------------

I apologise for bringing up this thread again, I hope you can help me again.

It is clear to me that the connection between the Edges Premises and the Edges Cloud must be done on the site links (Thanks @George Ganahl ), but the edges premises are behind a Customer FIREWALL, therefore, the client requests to know that opening of ports and communications must be opened so that the communication via WAN between the Edges Cloud and the Edges premise, can be established in a satisfactory way. 

Another point I would like to clarify is this use case:  imagine that a call is delivered to a Edge Premise, and we need to send the call to WebRTC Agent....do we need to open all the ports/communications for webrtc for that Premises Edge? or, in hybrid media mode,  the call is delivered to a Cloud Edge first, and then go to the Agent?

Is so, we just only need to open the ports/communications for the connection between Premises and Cloud Edges...let me show you the figure in the transition scenario: 

Thanks in advance!!!!!

------------------------------
David Fradejas Tomás
Sabio Ibérica, S.A.

Original Message:
Sent: 03-11-2024 13:19
From: George Ganahl
Subject: Communications between Edge Premise and Edges Cloud

Via those site links, yes.

Another view (though for WebRTC)

https://help.mypurecloud.com/articles/hybrid-media-overview/

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 03-11-2024 12:55
From: David Fradejas Tomás
Subject: Communications between Edge Premise and Edges Cloud

Thanks a lot @George Ganahl!! 

My main concern/idea is that the customer's call was managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone....so it seems the SIP INVITE need to travel between cloud edges to premise...I guess using Site Links as you mention above, is that correct?

Thanks!!

------------------------------
David Fradejas Tomás
Sabio Ibérica, S.A.

Original Message:
Sent: 03-11-2024 12:10
From: George Ganahl
Subject: Communications between Edge Premise and Edges Cloud

Converting to a Hybrid organization involves setting up Site Links which connect the on-premises edges to the cloud edges.

https://help.mypurecloud.com/faqs/what-are-site-links/

https://help.mypurecloud.com/articles/convert-byoc-premises-to-hybrid-media/#SiteLinksSection

I'll run a test in my org to be sure it still works

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 03-08-2024 04:47
From: David Fradejas Tomás
Subject: Communications between Edge Premise and Edges Cloud

Good morning experts,

We are going to begin the implementation of a hybrid architecture in which we have physical Edge and virtual Edge. Agents use the inin purecloud Softphone (not webrtc), therefore we have to maintain physical Edges.

Our idea is that the client's call is managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone.

Is this architecture possible? What type of communications should be opened in this implementation? Is direct communication between physical and virtual edges necessary, or is it possible to put an SBC in between?

Thank you

#ArchitectureandDesign
#Telephony

------------------------------
David Fradejas Tomás
Sabio Ibérica, S.A.
------------------------------

The edge(s) involved in a call going to a WebRTC phone depends on which edge the phone is registered to.

All WebRTC signaling traffic goes through the internet due to the translation servers needed (WebRTC <=> SIP), but media can go direct to a premises edge if the WebRTC phone is on the same network.

https://help.mypurecloud.com/articles/webrtc-call-flow/

https://help.mypurecloud.com/articles/detailed-webrtc-diagram/

Ports that need to be opened are listed in the Resource Center:

https://help.mypurecloud.com/articles/ports-and-services-for-edge-devices-under-byoc-premises/

https://help.mypurecloud.com/articles/ports-and-services-for-webrtc-phones-under-byoc-premises/

I apologise for bringing up this thread again, I hope you can help me again.

It is clear to me that the connection between the Edges Premises and the Edges Cloud must be done on the site links (Thanks @George Ganahl ), but the edges premises are behind a Customer FIREWALL, therefore, the client requests to know that opening of ports and communications must be opened so that the communication via WAN between the Edges Cloud and the Edges premise, can be established in a satisfactory way. 

Another point I would like to clarify is this use case:  imagine that a call is delivered to a Edge Premise, and we need to send the call to WebRTC Agent....do we need to open all the ports/communications for webrtc for that Premises Edge? or, in hybrid media mode,  the call is delivered to a Cloud Edge first, and then go to the Agent?

Is so, we just only need to open the ports/communications for the connection between Premises and Cloud Edges...let me show you the figure in the transition scenario: 

Thanks in advance!!!!!

------------------------------
David Fradejas Tomás
Sabio Ibérica, S.A.

Original Message:
Sent: 03-11-2024 13:19
From: George Ganahl
Subject: Communications between Edge Premise and Edges Cloud

Via those site links, yes.

Another view (though for WebRTC)

https://help.mypurecloud.com/articles/hybrid-media-overview/

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 03-11-2024 12:55
From: David Fradejas Tomás
Subject: Communications between Edge Premise and Edges Cloud

Thanks a lot @George Ganahl!! 

My main concern/idea is that the customer's call was managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone....so it seems the SIP INVITE need to travel between cloud edges to premise...I guess using Site Links as you mention above, is that correct?

Thanks!!

------------------------------
David Fradejas Tomás
Sabio Ibérica, S.A.

Original Message:
Sent: 03-11-2024 12:10
From: George Ganahl
Subject: Communications between Edge Premise and Edges Cloud

Converting to a Hybrid organization involves setting up Site Links which connect the on-premises edges to the cloud edges.

https://help.mypurecloud.com/faqs/what-are-site-links/

https://help.mypurecloud.com/articles/convert-byoc-premises-to-hybrid-media/#SiteLinksSection

I'll run a test in my org to be sure it still works

------------------------------
George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys

Original Message:
Sent: 03-08-2024 04:47
From: David Fradejas Tomás
Subject: Communications between Edge Premise and Edges Cloud

Good morning experts,

We are going to begin the implementation of a hybrid architecture in which we have physical Edge and virtual Edge. Agents use the inin purecloud Softphone (not webrtc), therefore we have to maintain physical Edges.

Our idea is that the client's call is managed in the virtual edges, and, when it comes to the agent queue, it passes to the physical edge, and from there to the Softphone.

Is this architecture possible? What type of communications should be opened in this implementation? Is direct communication between physical and virtual edges necessary, or is it possible to put an SBC in between?

Thank you

#ArchitectureandDesign
#Telephony

------------------------------
David Fradejas Tomás
Sabio Ibérica, S.A.
------------------------------