FAQ: Do Genesys Cloud Edges have a built-in load balancing feature to distribute inbound calls among multiple Edges?


No, Genesys Cloud Edges do not have a built-in load balancing feature.

While the Edges have a built-in redundancy feature that does involve the call distribution, it is not the same as a load balancing. For more information, see Edge redundancy.

When load balancing inbound calls among your Edges, you want to work with your carrier or configure your SBC to distribute all the inbound calls among all your Edges. Doing so allows you to take full advantage of each of the Edge’s call capacity.

If you only route calls to a single Edge, once that Edge reaches its call capacity limit, it will not be able to handle any more inbound calls. This means that you won’t be able to receive any new calls even though your other Edges have available capacity.

For example, suppose that you have three Edges. If you only route calls to Edge A, then Edge A receives and directs the call to the appropriate station. If that station’s primary is Edge B, then Edge B handles the call. However, since the call path originated with Edge A, that means that Edge A will be a part of the call path for the duration of the call. So even though the station handling the call is on Edge B, Edge A is still tied up with the call. If Edge A reaches its call capacity limit, neither Edge B nor Edge C will be able to receive calls even though they have available capacity.

So, to load balance incoming calls, your carrier or SBC needs to distribute inbound calls among all of your Edges.