FAQ: If the Edge appliance fails, can I make or receive ACD or non-ACD calls with N+1 redundancy?


Yes. Redundant Edges allow you to place and receive both ACD and non-ACD calls after the active Edge in an N+1 Edge arrangement fails. 

The phone redundancy feature registers and assigns phones to both a primary and secondary Edge. If the primary Edge goes down, the phone switches to the secondary Edge to place and receive calls. The phone capability switches almost immediately. It takes up to 15 seconds to place or receive calls with the Genesys Cloud user interface due to the timing window required for Genesys Cloud to detect that the Edge appliance has failed.

Caution: You lose all currently active calls when an active Edge fails.

Note: Redundant trunk and gateway connections between Edges are required.