Use the offline WAN setup

If you inadvertently misconfigure an IP setting when configuring the WAN port, you will discover that your Edge cannot connect to the cloud. Investigating the problem on the Network tab will reveal the following note, which instructs you to use the offline WAN setup procedure along with a USB flash drive.

Note:  IP settings can only be configured while the Edge is connected to the cloud. Use the offline WAN setup to change interface settings by downloading a file to a USB key and plugging it into your Edge.

Let’s take a look at procedure.

Access the Network tab

  1. Click Admin.
  2. Under Telephony, click Edges.
  3. From the Edge Name column, select your Edge.
  4. Click the Network tab.
  5. Select the WAN port. 

Begin the offline WAN setup

In most cases, you will only need to configure the IPv4 settings to reconnect the edge to the cloud.

  1. Click Edit Network Settings. (The Edit Network Settings dialog appears.)
  2. Click the IPv4 tab.
  3. Click either DHCP or Static, depending on your IP assignment method.
  1. Click DHCP.

When you do, the IP Address, Subnet Mask, Gateway, and DNS Addresses boxes are automatically populated. The boxes in Dynamic Routes are also automatically populated.

  1. Click Respond to ping requests under Ping, if you want to configure your Edge to respond to ICMP ping requests.
  2. Click Download. Genesys Cloud begins to download the WAN setup package..

  1. Click Static.
  2. Enter an address in the IP Address box.
  3. Enter a value in the Subnet Mask box.
  4. Enter an address in the Gateway box.
  5. Enter an address in the DNS Addresses box and click Plus .
    Note: While you can enter multiple DNS addresses, Genesys recommends that you only enter three. Genesys Cloud only supports three DNS entries at one time. If you enter more than three DNS addresses, Genesys Cloud will randomly pick three of them and then use the WAN interface to attempt to reach those DNS servers. If Genesys Cloud is unable to access any of the three DNS servers, the Edge will go off-line.
    • If you add more than one DNS address, you can click the Up/Down Arrows to change the order of the addresses in the list. 
    • If you want remove a DNS address, you can click Delete to delete an address.
  6. Click Respond to ping requests under Ping, if you want to configure your Edge to respond to ICMP ping requests.
  7. Configure the Static Routes:
    • Enter an address in the IP or CIDR box.
    • Select a value in the Select network mask box.
    • Enter a Gateway address in the IP Address box.
    • Enter number in the Cost Metric box.
    • Click Plus .
  8. Click Download. Genesys Cloud begins to download the WAN setup package.

Copy the WAN setup package

  1. When the download is complete, plug a USB flash drive into the USB port on your PC.
  2. Locate the WAN setup package, which is saved as a .zip file in the Downloads folder on your PC.
  3. Copy the .zip file from your PC onto the USB flash drive. Do NOT extract the .zip file!
  4. Eject the USB flash drive from your PC.

Install the WAN setup package 

  1. Plug the USB flash drive into the USB port on the Edge after the system is up and running. 
  2. Wait for the Edge to locate the WAN setup package and apply the settings.
  3. Once the Edge applies the settings it will connect to the cloud.