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 BYOC Premises Edges have a built-in load balancing feature to distribute inbound calls among multiple Edges?
No, BYOC Premises Edges do not have a built-in load balancing feature…. [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 can I determine which BYOC Premises – Genesys Hardware Solution Edge is powering my BYOC Premises configuration?
There are five Edge versions that you can be using in a… [More]
How do I download logs for support from an offline BYOC Premises Edge?
To export logs from an offline BYOC Premises Edge to a USB… [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 BYOC Premises Edge to reboot?
A BYOC Premises Edge takes an average of between five to fifteen… [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]
Where can I view the interaction Fax Analytics?
You can find the interaction Fax Analytics in the Interactions view. Note:… [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]
