View the topology map for troubleshooting telephony

Prerequisites

  • Telephony > Plugin > All permission

The topology world map displays troubleshooting details for your Genesys Cloud telephony network. With world map topology, you can do several things:

  • View a world map displaying your Genesys Cloud telephony network, including sites, phones, Edges, and trunks.
  • Drill down to sites, Edges, and other telephony objects to get details.
  • See troubleshooting issues, such as offline and out-of-service Edges.

View the map

  1. Click Admin.
  2. Under Telephony, click Topology.
  3. Click and drag with your mouse to view different areas of the map.
  4. Scroll with your mouse or use the + and – minus keys on your keyboard to zoom in and out.
  5. Click on different telephony objects and blue links to reveal detail screens and other options.
  6. Find a site with the Find a Site search box.topo-2

Troubleshoot items that need attention

On the initial view of Topology, the Organization level view, potential problems and locations are listed. Follow the troubleshooting steps for the listed items.
Problem Troubleshooting steps
Sites lacking phone redundancy

A site requires at least two Edges to establish phone redundancy.

  • If you do not have a second Edge in-service, follow the Setup Instructions for your Edge model to put that Edge online.
Sites with unused trunks

The trunk is assigned to a site but not assigned to an Edge interface. See Configure a network interface for Edge. If a trunk is disabled on purpose, consider removing the trunk from the site. 
Sites with disabled routes Put the outbound route in service with the Outbound Route State selector.  If a route is disabled on purpose, consider deleting the route.
Edges are online, but out-of-service Put the Edge in service. If you need to return an Edge, contact Genesys Cloud Customer Care.
Edges are offline, but in-service
  • Ensure the Edge has connectivity from the Edge WAN port to the Internet and AWS.
  • Restart the Edge.
Edges are offline, and out-of-service
  • Ensure the Edge is powered on.
  • Ensure the Edge has connectivity from the Edge WAN port to the Internet and AWS.
    Note: This indicator can also appear during the normal software update of an Edge. After the software update completes, the indicator disappears.
  • If you need to return an Edge, contact Genesys Cloud Customer Care.
    Edges are not finished provisioning Locate your Edge model and follow the Setup Instructions.
    Edges with unused trunks
    • The trunk is assigned to an Edge, but the trunk is not assigned to an outbound route in the site. See Create an outbound route.
      Note: If a trunk is set up for inbound calls only, it does not need an outbound route assignment. You can ignore this item in that case.
    We could not determine the map location of the following Sites
    • Set the location for the site. See Create a Site.
    • You may also need the Make a location available for sites procedure, if the desired location is not shown on the list of location selections. Verify that the entered address is valid and appears when entered on Google maps.