FAQs: Edges
What SIP RFCs does PureCloud support?
PureCloud supports a number of SIP RFCs. You can find a complete [More]
Can you configure the Edge to respond to a SIP OPTIONS Ping from an SBC/Proxy?
The ability to respond to a SIP OPTIONS Ping from an SBC/Proxy [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, can customers leave a voicemail message?
Yes. If the Edge has a version of the agent’s voicemail greeting [More]
Will the Edge accept the Inbound Call in E.164 number format without the leading plus sign (+)?
Yes. If the site is configured with the default numbering plans, the [More]
Do out of service hardware Edges receive automatic Edge software updates?
Yes. Edges in the Out-Of-Service state still receive automatic software updates. Automatic [More]
What is an Edge group?
An Edge group is a set of Edge devices that are directly [More]
How long does it take a PureCloud Edge to reboot?
An Edge takes an average of between five to fifteen minutes to [More]
How do I locate my Edge IP address?
To find an Edge’s IP address: Click Admin. Under Telephony, click Edges. [More]
How can I determine which Edge is powering my BYOC Premises configuration?
There are five Edge versions that you can be using in a [More]
An agent ended the interaction, but the disconnect reason says end-user. Why?
If the agent ended the interaction from a headset instead of the PureCloud [More]
Does PureCloud require a SIP proxy between the Edge and SIP provider?
See Eliminate the SIP proxy between the Edge and SIP provider.
How do I replace a PureCloud Edge?
To replace a PureCloud Edge, see Replace the Edge.
How are faxes sent and received in PureCloud?
When a user sends a fax, PureCloud converts the file to TIF [More]
Does PureCloud offer security features to detect and prevent SIP-based and VoIP vulnerabilities?
Yes. PureCloud has a proprietary border controller that supports (MTLS/SRTP) to allow [More]
How does phone redundancy work?
PureCloud phone redundancy operates as an active-active configuration. When a phone provisions and [More]
What if my carrier does not support the E.164 international numbering plan?
PureCloud can transform the calling and called party numbers sent on an outbound [More]
How do I download Edge logs for support from an offline Edge
To export Edge logs to USB memory use the LCD menu path [More]
Why are calls not recording?
Call recording requires that Line Recording is enabled on the SIP trunk [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]