The PureCloud Voice hardware maintenance schedule

Your PureCloud Voice cloud-based hardware, an Edge device in our data center, is set to update automatically to the latest software on a regular schedule. The default window for these automatic updates is every day between 2:00 A.M. and 5:00 A.M.

When an automatic update initiates, the Edge immediately launches a call draining process. This process is designed to ensure that all existing active calls are allowed to complete normally before the software update begins. During the call draining process, no new calls are allowed on the Edge. (Other Edges in the group continue to accept new calls.) 

The call draining process that is invoked for an update operation has a timeout period of 90 minutes. This period specifies the amount of time the Edge waits for calls to complete normally.

  • If all calls complete before the timeout period elapses, the Edge begins the update operation.
  • If the timeout period elapses before all calls are completed, the Edge aborts the update operation.

During the next update, the Edge will again launch the call draining process. If the Edge finds the exact same calls, it determines if they are stuck calls before dropping the calls and beginning the update operation.

If you would like to reschedule the automatic update window for your PureCloud Voice cloud-based hardware, contact PureCloud Customer Care.