FAQs: Edges


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 line recordings continue?

Yes. Line 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 file as a fax in PureCloud, the [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. Each PureCloud Edge appliance in an Edge group holds a cached version of [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 in memory. [More]

If the Edge cannot connect to the cloud, can I make or receive ACD calls

Yes. The Edge provides Standard ACD routing method even when the Edge [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 mute [More]

If the Edge cannot connect to the cloud, what does the PureCloud interface display?

The PureCloud interface freezes and displays the state that was occurring when the Edge [More]