Genesys Cloud - Main

Hi everyone,

I want to know what would be impacted during Genesys cloud outage for an on prem solution. We have edges locally , and our org loses connection with GC due to some issue form Genesys cloud. Will inbound IVR, outbound work?

Anyone experienced such scenarious?

Thanks

Hi everyone,

I want to know what would be impacted during Genesys cloud outage for an on prem solution. We have edges locally , and our org loses connection with GC due to some issue form Genesys cloud. Will inbound IVR, outbound work?

Anyone experienced such scenarious?

Thanks

Hi everyone,

I want to know what would be impacted during Genesys cloud outage for an on prem solution. We have edges locally , and our org loses connection with GC due to some issue form Genesys cloud. Will inbound IVR, outbound work?

Anyone experienced such scenarious?

Thanks

@Anush Shetty Almost every instance I can think of with a Genesys Cloud "outage" (meaning some microsystem is having problems) did not impact telephony, but rather analytics or one of the other subsystems that might affect routing. In all those cases, the edges would have maintained communication with Genesys Cloud.

The main  way that the premises edges might lose contact would be an internet ISP outage.

To avoid an ISP outage, you need to follow the best practice of having two separate ISPs connected to your network for redundancy, and have your routers set up to send trafic appropriately. If you want to be even more redundant, make sure you have multiple trunking providers that your edges connect to. Even further, get a DR organization set up in another AWS region, just in case, that your agents can connect to and your telco can route calls to in the event of a regional AWS outage.

The measures all depend upon how important it is to never go down...

Also, as Niel pointed out, the Site Survivability feature is going away. The recommendation is to convert your organization to Hybrid telephony with either Genesys Cloud Voice or BYOC-Cloud alongside your premises edges.

Hi everyone,

I want to know what would be impacted during Genesys cloud outage for an on prem solution. We have edges locally , and our org loses connection with GC due to some issue form Genesys cloud. Will inbound IVR, outbound work?

Anyone experienced such scenarious?

Thanks

Thank you George for the details. Indeed we are facing frequent ISP outage in one of our market and asking them to go for multiple ISP's. We also found that their network doesn't has proper fail over configuration, meaning when the primary edge server ISP goes down, the secondary edge server is not taking the control of the entire traffic. Hence the entire CC goes down and manual intervention is needed to make it right. Do we have any guidelines / recommendations from genesys side on how the network should be for the edge failover config? Please let me know.

@Anush Shetty Almost every instance I can think of with a Genesys Cloud "outage" (meaning some microsystem is having problems) did not impact telephony, but rather analytics or one of the other subsystems that might affect routing. In all those cases, the edges would have maintained communication with Genesys Cloud.

The main  way that the premises edges might lose contact would be an internet ISP outage.

To avoid an ISP outage, you need to follow the best practice of having two separate ISPs connected to your network for redundancy, and have your routers set up to send trafic appropriately. If you want to be even more redundant, make sure you have multiple trunking providers that your edges connect to. Even further, get a DR organization set up in another AWS region, just in case, that your agents can connect to and your telco can route calls to in the event of a regional AWS outage.

The measures all depend upon how important it is to never go down...

Also, as Niel pointed out, the Site Survivability feature is going away. The recommendation is to convert your organization to Hybrid telephony with either Genesys Cloud Voice or BYOC-Cloud alongside your premises edges.

Hi everyone,

I want to know what would be impacted during Genesys cloud outage for an on prem solution. We have edges locally , and our org loses connection with GC due to some issue form Genesys cloud. Will inbound IVR, outbound work?

Anyone experienced such scenarious?

Thanks