FAQs: BYOC Premises Edge remote survivability

If a BYOC Premises Edge appliance fails, does IVR continue to work with N+1?

Yes. Redundant BYOC Premises Edges allow for IVR calls to be received… [More]

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

Yes. If a BYOC Premises Edge has a version of the agent’s… [More]

If a BYOC Premises 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 a BYOC Premises Edge cannot connect to the cloud, can I receive ACD calls?

Yes. A BYOC Premises Edge attempts to provide Standard ACD routing method… [More]

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

Yes. Trunk recordings continue, but are saved to the BYOC Premises Edge’s… [More]

If a BYOC Premises Edge fails, can I make or receive ACD or non-ACD calls with N+1 redundancy?

Yes. Redundant BYOC Premises Edges allow you to place and receive both… [More]

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

Yes. A BYOC Premises Edge holds a cached version of the IVR… [More]

If the BYOC Premises 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… [More]