FAQs: Edge Remote survivability


If the Edge cannot connect to the cloud, do trunk recordings continue?

Yes. Trunk recordings continue, but are saved to the Edge’s hard disk [More]

If the Edge cannot connect to the cloud, can customers leave a voicemail message?

Yes. If the Edge has a version of the agent’s voicemail greeting [More]

If the Edge appliance fails, does IVR continue to work with N+1?

Yes. Redundant Edges allow for IVR calls to be received after the [More]

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 [More]

If the Edge cannot connect to the cloud, is IVR still available?

Yes. The PureCloud Edge appliance holds a cached version of the IVR [More]

If the Edge cannot connect to the cloud, can I make or receive ACD calls?

Yes. The PureCloud Edge appliance attempts to provide Standard ACD routing method [More]

If the Edge cannot connect to the cloud, can I make or receive non-ACD calls?

Yes. All internal and external calling works. However, you cannot use the [More]

If the Edge cannot connect to the cloud, can I use the PureCloud interface to make calls?

No. You cannot use the PureCloud on-screen call control options, such as [More]

If the Edge cannot connect to the cloud, what does the PureCloud interface display?

The PureCloud interface freezes and displays the state that was occurring when the Edge [More]

If the Edge cannot connect to the cloud, are call events lost?

If the Edge appliance is working but the connection to the cloud goes down, the call [More]