Genesys Cloud - Main

Community friends and neighbors,

We are beginning the process of transitioning to cloud edges from on premise edges.  We are also changing carriers during this process, and I have a best practices question.  The inbound migration is a pretty simple process we simply port our TFN's and DID's on a number by number process.  Outbound is a little more complicated.  Currently we have a single site configured which all of our users are assigned to which is pointed to our on premise edges.  We know we want to create a separate site for our outbound dialer campaigns, so that is covered. 

My question is around our users manual dialing outbound.  We're thinking the best practice would be to create a cloud site for each of our physical locations vs creating a single cloud site for all of our users to be assigned to.  My thinking is this provides the granularity for a controlled migration and site based diagnostics should there be any issues either during the migration or any future potential issues.  The down side to this is if we need to update the cloud sites we would have to touch every site.  

Please provide your thoughts.

Thanks 

#Implementation
#Routing(ACD/IVR)
#Telephony

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Mark Pierson
Ally Financial
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Sounds to me like you could add new trunks in the cloud to the outbound route of each site and then enable/disable the trunks or use trunk ordering to change where their calls are going out.  You can assign a hybrid configuration to allow users to access both local and cloud trunks without disruption.  This gives an easy way of testing without having to make a lot of changes for testing and fallback.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 07-21-2023 11:39
From: Mark Pierson
Subject: Transition from on premise edges to cloud edges

Community friends and neighbors,

We are beginning the process of transitioning to cloud edges from on premise edges.  We are also changing carriers during this process, and I have a best practices question.  The inbound migration is a pretty simple process we simply port our TFN's and DID's on a number by number process.  Outbound is a little more complicated.  Currently we have a single site configured which all of our users are assigned to which is pointed to our on premise edges.  We know we want to create a separate site for our outbound dialer campaigns, so that is covered. 

My question is around our users manual dialing outbound.  We're thinking the best practice would be to create a cloud site for each of our physical locations vs creating a single cloud site for all of our users to be assigned to.  My thinking is this provides the granularity for a controlled migration and site based diagnostics should there be any issues either during the migration or any future potential issues.  The down side to this is if we need to update the cloud sites we would have to touch every site.  

Please provide your thoughts.

Thanks 

#Implementation
#Routing(ACD/IVR)
#Telephony

------------------------------
Mark Pierson
Ally Financial
------------------------------