FAQ: If the Edge cannot connect to the cloud, what does the Genesys Cloud interface display?


The Genesys Cloud interface freezes and displays the state that was occurring when the Edge appliance lost connection to the cloud. For example, if you are on a call then the Genesys Cloud screen continues to display an ongoing call. When the connection to the cloud restores, the screen updates to display the correct call status. Call control will continue to display but the operations will not be performed until connectivity to the Genesys Cloud Edge’s is re-established.

Note: This assumes that the client is still connected to Genesys Cloud. In the event that the client connection is lost as well, all call control must be performed on the phone (if using a Genesys Cloud web-based (WebRTC) phone, the call will be disconnected).