BYOC Premises Edge groups overview

A BYOC Premises Edge group is an association of premises-based Edges that enable a collection of network devices to communicate on a low latency LAN or a WAN, when required. 

A BYOC Premises Edge group provides the following benefits to your organization:

  • All the phones associated with each premises-based Edge communicate with all of the other phones in the Edge group. 
  • Members of an Edge group share endpoints. For example, all of the phones in the same Edge group can access a SIP trunk plugged into one Edge in the group.

Shared Resources in an BYOC Premises Edge Group

  • Phone trunks:  When you add an Edge to an Edge Group, that Edge inherits phone trunks added to the Edge group.
  • Communication providers:  When one Edge in the Edge group has a connection to a communication
    provider, all of the other Edges in the Edge group can share the resource.
  • External Gateways:  When one Edge in the Edge group has a connection to an External
    gateway, all of the Edges in the group can share access to the gateway.
  • Other communication providers:  Other communication providers can include WebRTC,
    SIP carriers, and Voice over IP gateways. As long as one of these resources
    have a connection to one Edge in the Edge group, all of the other Edges in the group
    share them.

Edge group setup is is detailed in Create a BYOC Premises Edge group with a phone trunk.

Note: Edge groups do not share resources with other Edge groups. As such, users and their assigned stations, queues, and flows need to be configured with this in mind. For example, a user in Edge Group 1 cannot answer a call in any queue if the call originates in a flow and queue segment that exists in Edge Group 2. In fact, a user in Edge Group 1 may not even be alerted that a call exists.

Failure to properly configure your users and queues to avoid overlap between Edge Groups will result in agents being placed in a Not Responding status and then being unable to answer calls. For more information, see Plan interaction flow and queue design.

Local site routing for BYOC Premises Edge groups

Local site routing improves call routing and Edge utilization for multi-site implementations. When possible, the system routes calls through local, same site Edges to save bandwidth and reduce latency.

Genesys Cloud is designed to use premises-based Edges within the same site if possible. Genesys Cloud will only use premises-based Edges in other sites if the Edges on the local site are offline, are already at capacity,  or if the required resource, such as an agent, a station, or trunk is only available on an Edge located on a different site.