FAQ: How does phone redundancy work?


Genesys Cloud phone redundancy operates as an active-active configuration. When a phone provisions and gets its configuration from an Edge, it registers simultaneously to both homed Edges. Once the phone has registered to both Edges, it uses the primary Edge to place and receive calls. If the connection between the primary Edge and the phone goes down, calls switch to the secondary Edge. It does not matter whether the call is made from the Genesys Cloud user interface or from a hardware phone. Both calls operate in the same manner. All SIP and Media signaling also switches to the secondary Edge. When the primary Edge does come back online, all signaling switches back to the primary Edge.

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