If the Edge cannot connect to the cloud, can I make or receive ACD calls?
Yes. The Genesys Cloud Edge appliance attempts to provide Standard ACD routing method even when the Edge cannot connect to the cloud. The more advanced Bullseye routing method is not available when the Edge cannot connect to the cloud.
When the Edge detects a loss of connectivity from the Cloud it will begin to perform fallback routing. The Edge may wait up to 30 seconds before local routing begins to eliminate the possibility that the connectivity interruption is of short duration.
During fallback routing the Edge delivers calls to agent based upon the agent/phone registration and the known agent/queue assignment before connectivity was lost with the cloud. More specifically:
- Calls are sent to the longest idle agent in the queue, provided that agent has been idle for at least 10 seconds.
- The SIP (station) registration must still be valid for this destination to be considered.
- Calls will be sent to any agent that was associated with the queue, provided that they received a call in the last 2 hours. For the first 1 minute the fallback routing will only consider users that were “On Queue” or “Available” before connectivity to the cloud was lost.
When the call is sent to an agent:
- The agent will have 9 seconds to answer.
- If the agent does not answer in 9 seconds, then they will be marked as unavailable for 2 minutes.
- If an agent has not received and answered a call within the last 2 hours, then they will be removed as a potential candidate for subsequent consideration.
Prior distributed calls from other Genesys Cloud Edge appliances in an N+1 configuration are not considered. Additionally, agents that are not logged in prior to the outage will not be eligible to receive distributed calls.
For more information, see Evaluation and routing methods.