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 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]

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]

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

See Eliminate the SIP proxy between the Edge and SIP provider.

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 Edge is powering my BYOC Premises configuration?

There are five Edge versions that you can be using in a… [More]

How do I download Edge logs for support from an offline hardware Edge

To export Edge logs to USB memory use the LCD menu path… [More]

How do I locate my Edge IP address?

To find an Edge’s IP address: Click Admin. Under Telephony, click Edges…. [More]

How do I replace a Genesys Cloud Edge?

To replace a Genesys Cloud Edge, see Replace the Edge.

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 an Edge group?

An Edge group is a set of Edge devices that are directly… [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]