Set up a Customer Hardware Solution Edge

Feature coming soon


  • Telephony > Plugin > All permission
  • 32GB or larger USB flash drive

After you have acquired your Customer Hardware Solution hardware and have it assembled, you are ready to set up your Edge. To do so, Genesys recommends that you have your Edge in its permanent location. For more information on the required hardware, see Customer Hardware Solution bill of materials.

Note: Setting up a Customer Hardware Solution Edge requires multiple stages and occurs in multiple user interfaces. The entire operation will take time to complete and requires careful attention to detail.

Download the installer

  1. Download the BYOC Premises – Customer Hardware Solution installer image file. (Installer not yet available.)
  2. Take note of the download location. You’ll run the installer at a later part of the process.

Begin the provisioning procedure

In the first stage of the procedure you’ll begin provisioning the Customer Hardware Solution Edge from within the Genesys Cloud user interface. You’ll be provided two key pieces of information that you will need at a later stage of the operation.

  1. From a Genesys Cloud client computer on your network, log in to Genesys Cloud.
  2. Click Admin.
  3. Under Telephony, click Edges.
  4. Click Provision New Edge.
  5. On the Provision New Edge screen, enter a name in the Edge Name box.
  6. Click BYOC Premises – Customer Hardware Solution.
  7. Enter the HPE serial number found on your server chassis in the Serial number and Confirm serial number boxes.
  8. Click Provision Edge.
  9. On the Enter the device pin and region into the installer screen, take note of the values in the Device PIN and Region fields as you’ll need them later. 

Now that the provisioning operation has begun, you’ll leave it running and proceed to the next step.

Note: If you haven’t already downloaded the installer, you can access the download from either the Provision New Edge screen by clicking the ? icon or from the Enter device PIN and region into the installer screen,

Prepare your USB flash drive

To prepare your USB flash drive, you’ll download and use Rufus, which is an open source utility. Rufus will reformat your USB flash drive as a bootable device and then copy the Customer Hardware Solution installer o your USB flash drive.

  1. Download the Rufus utility.
  2. Insert your USB flash drive into the USB port on your PC.
  3. Run the Rufus executable.
  4. Select your USB flash drive from the Device list.
  5. Select the Disk or ISO image from the Boot selection list.
  6. Click Select and choose the image file you downloaded. Rufus automatically populates the required fields. 
    • MBR or GPT for the Partition scheme.
      Note: Rufus chooses the value for the Partition scheme based on the current format of your USB flash drive. Either Partition scheme works.
    • UEFI (non CSM) for the Target system.
    • Large FAT32 (Default) from the File system list.
    • 32 kilobytes (Default) for the Cluster size.
  7. Click Start and wait while Rufus prepares your bootable Customer Hardware Solution installation USB flash drive.
  8. When Rufus completes its operation, click Close.
Note: Genesys recommends that you dedicate the USB flash drive to the Customer Hardware Solution installation and not use it for any other data until you are done installing your Customer Hardware Solution Edge. You can then reformat your USB flash drive to its full size.

Connect your Edge to the network

Before you can perform the hardware verification, you’ll need to first connect your Edge to an internet facing network.  This connection must be made to the WAN port on the Edge.


Perform the hardware verification

To perform the hardware verification, you’ll boot up the Edge using the Customer Hardware Solution installation USB flash drive.

  1. Connect your Edge to your network.
  2. Insert the Customer Hardware Solution installation USB flash drive into a USB port in your Edge.
  3. To boot from the USB flash drive, turn on your Edge and press F11 during the post.
  4. When you see the system boot menu, select the USB drive, and wait while the Edge boots up.
  5. When you see the Customer Hardware Solution installer, select your language, and click Next.
  6. The installer checks the hardware.
    • If the hardware doesn’t match exactly what the Customer Hardware Solution bill of materials specifies, then the process ends and displays a QR code that will take you to the Customer Hardware Solution bill of materials article.
    • If the hardware matches the requirement, you’ll see a success screen, and will click Next.

Configure the network adapter settings

In this part of the procedure, the Customer Hardware Solution installer will prompt you to configure your network adapter settings,

  1. Click the Use DHCP for WAN box, if you are going to use DHCP addresses.
  2. Enter an address in the WAN port IPv4 address box. (You can use CIDR notation.)
  3. Enter an address in the WAN port gateway (default route) box.
  4. Enter one or more addresses in the IPv4 DNS addresses box.
  5. Click the Use proxy box, if you are going to use a proxy server.
  6. Enter an address in the Proxy Host box.
  7. Enter a port number in the Proxy Port box.
  8. Click Next.
  9. Enter your NTP server address in the NTP Host box or leave it blank to use the default NTP host.
  10. Click Next.

Set AWS region and enter PIN

In this part of the procedure, you’ll use the Device PIN and Region that you recorded when you began the provisioning procedure.

  1. Select your region from the Genesys Cloud home region list.
  2. Enter the PIN in the Device PIN from Telephony Admin box.
  3. Click Next.

Download the image and record the new ILO credentials

In this part of the procedure, the installer downloads the actual Edge image. The download may take some time to complete.

After the download completes, the installer writes the image to the hard disk. As the image is being written to the hard disk, the process updates the original ILO credentials assigned to the hardware. The original ILO credentials are displayed on a sticker on the bottom of the chassis. When the procedure displays the new ILO credentials, you should mark out the the old credentials and record the new credentials.

  1. When you see the Ready to download and install prompt, click Next.
  2. When you see the ILO credentials message, take note of the new ILO credentials 
  3. Click OK.
  4. When the installer completes the imaging procedure, click Next.

Installer process complete

When the installation is complete, the installer once again displays the new ILO credentials and prompts you to reboot the Edge.

  1. Remove the USB flash drive.
  2. Manually reboot the Edge by pressing the power button.
Note: When the Edge reboots, you’ll see a series of error messages on the screen. However, there is nothing to worry about as these messages refer to HP power services that the Edge software doesn’t use.

Finish provisioning and configure your Edge

At this point, your Edge is paired to your Genesys Cloud organization and you’ll return to the Genesys Cloud user interface to configure your Edge’s telephony connections.

  1. When you see the Ready to Configure prompt, click Configure Edge.

To configure your new Edge for use in your Genesys Cloud organization, you’ll perform a series of configuration operations. 

  1. Create a SIP trunk
  2. Create a phone trunk
  3. Connect an existing trunk to an Edge network interface.
  4. Determine how many sites you need and add them to the system.
  5. Associate the Edge with a site and an Edge group. Attach an External SIP trunk.
  6. Add a new or modify the default number plan.
  7. Add a new or modify the outbound route.
  8. Configure emergency services