FAQs: Edge Remote survivability
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 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 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]
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 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 receive ACD calls?
Yes. The Genesys Cloud Edge appliance attempts to provide Standard ACD routing… [More]
If the Edge cannot connect to the cloud, can I use the Genesys Cloud interface to make calls?
No. You cannot use the Genesys Cloud on-screen call control options, such… [More]
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, is IVR still available?
Yes. The Genesys Cloud Edge appliance holds a cached version of the… [More]
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… [More]