Sites overview

A site is an entity in Genesys Cloud that you use to establish a set of rules for routing calls. These rules consist of settings that specify number plans and outbound routes.

  • The number plan associates specific types of numbers with certain classifications.
  • The outbound route associates classifications with specific external trunks.

Objects such as phones associated with a site share the same rules. When a user makes a call from a phone, Genesys Cloud identifies the site, and the number type and uses that information to route the call to the best outbound trunk or endpoint. Phones that are associated with a site are usually located in the same general area and have the same general purpose.

In addition to establishing rules for routing calls, there are several other key concepts associated with sites that you need to understand.

Media model

When creating a site, there are different settings to choose depending on which telephony connection option you are using. The first of these telephony connection option-specific settings is the Media Model setting.

  • If you are using the BYOC Cloud or the Genesys Cloud Voice telephony connection option, you select Cloud as your media model.
  • If you are using the BYOC Premises telephony connection option, you select Premises as your media model.

Core and Branch sites

If you have multiple sites, you will notice that your sites have a type identifier – either a Core site or a Branch site. If a site has an Edge assigned to it, that site is automatically identified as a core site. A branch site does not have an Edge assigned to it.

BYOC Cloud or Genesys Cloud Voice

If you are using the BYOC Cloud or the Genesys Cloud Voice telephony connection option, we create and maintain the core site for you. Any site that you create will be designated as a branch site.

Note: If you are using a hybrid media telephony connection, you can have multiple core sites. For more information, see Convert BYOC Premises to hybrid media.

BYOC Premises

If you are using the BYOC Premises telephony connection option, it is your responsibility to designate core and branch sites as you manage your Edges and telephony configuration.

Default site

When you have multiple sites, you must designate one of those sites to be the Default site. In general, the default site is the site that handles inbound calls. The default site also handles IVR initiated transfers in which it is unclear which site to use.

BYOC Cloud or Genesys Cloud Voice

If you are using the BYOC Cloud or the Genesys Cloud Voice telephony connection option, when we create the core site for you, we also designate that site as the default site. However, this default site is not accessible to anyone outside of Genesys Cloud personnel and only has the most basic configuration. Therefore, when you create an additional site, you should designate your new site as the default site and configure a number plan to your needs.

BYOC Premises

If you are using the BYOC Premises telephony connection option, it is your responsibility to designate a default site as you manage your Edges and telephony configuration.

Note: You can change the Default site setting at any time.

Site topology

On the Sites | Edit Site page, in the information panel, you can access the topology diagram and see a graphical layout of the core and branch sites in your organization.