FAQs: Edges

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 Genesys… [More]

Can you configure a BYOC Premises 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]

Do out of service BYOC Premises Edges receive automatic Edge software updates?

Yes. BYOC Premises Edges in the Out-Of-Service state still receive automatic software… [More]

Does Genesys Cloud require a SIP proxy between a BYOC Premises Edge and SIP provider?

Yes, in some cases. No, in other cases. Whether Genesys Cloud requires… [More]

Does Genesys still sell hardware products for use in Genesys Cloud?

No. Genesys decided to exit the hardware resale business and no longer… [More]

How are faxes sent and received in Genesys Cloud?

When a user sends a fax, Genesys Cloud converts the file to… [More]

How do I download logs for support from an offline BYOC Premises Edge

To export logs from an offline BYOC Premises Edge to USB memory,… [More]

How do I locate a BYOC Premises Edge IP address?

To find a premises-based Edge’s IP address: Click Admin. Under Telephony, click… [More]

How do I replace a BYOC Premises Edge?

To replace a hardware-based BYOC Premises Edge, see Replace a BYOC Premises… [More]

How does phone redundancy work?

Genesys Cloud phone redundancy operates as an active-active configuration. When a phone provisions… [More]

How long does it take a Genesys Cloud Edge to reboot?

An Edge takes an average of between five to fifteen minutes to… [More]

What if my carrier does not support the E.164 international numbering plan?

Genesys Cloud can transform the calling and called party numbers sent on an… [More]

What is a BYOC Premises Edge group?

An Edge group is a set of BYOC Premises Edge devices that… [More]

What SIP RFCs does Genesys Cloud support?

Genesys Cloud supports a number of SIP RFCs. You can find a… [More]

Why are calls not recording?

Call recording requires that Line Recording is enabled on the SIP trunk… [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]