Survive an outage with business continuity best practices

It is important to prepare your contact center to continue operations when unexpected failures or outages occur. This article outlines various outage scenarios and mitigation plans. Review the scenarios and preconfigure any options that align with your business continuity strategy. The options help prepare your business to use alternate channels to process interactions. 

For more information on how Genesys Cloud and the Edge work during an outage, see the Edge Remote survivability FAQs.

Internet outage

Internet disruption at the customer’s site prevents access to Genesys Cloud

Model Mitigation
Genesys Cloud Voice
  • Have a wireless hotspot on standby.


Local Edge
  • Avoid shift changes during this scenario. As long as the PSTN can communicate with your local Edge, the calls continue to route to agents. The Edge routes calls to the queues that existed before the Internet outage.
    • Consider having the next shift of agents work at home if the Internet outage persists.
    • Preconfigure a phone option that works from their home.

    For more information, see Edge Remote survivability FAQs.

    Note: If the network segment that the Edge resides still has connectivity to the Internet, but the segment with agents does not, you should plan to have the agents move to work at home model.

    Voice outage

    PSTN cannot communicate with the Edges

    1. Preconfigure web chat and email as separate channels to create alternative contact methods.
    2. Update your website to notify users that voice services are currently unavailable. Publicize the web chat and email contact methods on your website. 
    3. Be sure that each floor of your business has access to a cell phone line or alternative analog phone line for emergencies.

    Phone registration failure

    Physical phones lose registration to the Edges

    Single Edge failure

    An Edge in an Edge group fails

    The expected result of a single Edge failure is that any phones registered to the failed Edge drop active and queued calls. Take the following actions to restore services to those phones and ensure that new calls in the queue are not sent to the failed Edge. 

    Model Mitigation
    Genesys Cloud Voice
    Local Edge
    1. Toggle the status of the failed Edge to Out of Service.
    2. Restart the Edge.

    Note: The phone redundancy feature allows phones to reregister without additional intervention. Toggle the status of the failed Edge to Out of Service even when phone redundancy causes phones to reregister. 

    Unable to go On Queue

    Agents cannot move to On Queue status

    Unable to log in

    Agents cannot log in to Genesys Cloud

      • If this issue only prevents new agents from logging in, avoid shift changes during this situation.
      • Contact Genesys Cloud Customer Care for alternate authentication methods.