FAQs: AWS Direct Connect for Genesys Cloud

Yes. You can use either the Dedicated or the Hosted connection option when using AWS Direct Connect with Genesys Cloud. The only requirement is that you must use public virtual interfaces. For more information, see Set up AWS Direct Connect for use with Genesys Cloud.

Yes. AWS offers two types of virtual interfaces through Direct Connect: private and public. Genesys Cloud is only compatible with the public virtual interface. Genesys Cloud is not compatible with the private virtual interface. For more information, see Set up AWS Direct Connect for use with Genesys Cloud.

Yes. Genesys Cloud utilizes a variety of different AWS services. One service in particular is AWS CloudFront. For more information see Amazon’s AWS CloudFront page.

Although Genesys Cloud has tested compatibility with AWS Direct Connect and AWS CloudFront, there are certain limitations and requirements that you must consider when you implement this technology. 

Limitations

The AWS CloudFront service allows your Genesys Cloud organization to connect to an AWS CloudFront Edge that is in closest proximity to your location. This service provides you with quicker responses and less latency while retrieving Genesys Cloud content hosted in AWS. However, AWS manages CloudFront and as such Genesys Cloud cannot provide connections to specific AWS CloudFront Edge endpoints.

AWS has stated that some AWS CloudFront Edge locations are not available across AWS Direct Connect due to the CloudFront Edge location not being on the AWS backbone. Unfortunately, AWS does not provide a list of which CloudFront Edge locations are unavailable on AWS Direct Connect. 

Requirements

To use a Direct Connect connection with Genesys Cloud effectively, you must have Internet access at your location. 

While Genesys Cloud provides access to AWS Direct Connect, it is a an external service that works independently of Genesys Cloud. Therefore, you should contact Amazon support or your AWS Partner Network (APN) partner for help with AWS Direct Connect.

Yes. AWS Direct Connect is an Amazon product and Amazon charges for the service. More specifically, AWS Direct Connect has port fees and outbound data transfer fees. Billing for these fees is handled by Amazon. For more information, see AWS Direct Connect Pricing.

Yes. For more information see Amazon’s AWS Direct Connect Partners page.

Any traffic that is destined for services hosted out of AWS, including Genesys Cloud, will use your AWS Direct Connect connection. For example, if you are using Workday, and that service is also hosted in AWS, then it too will use the Direct Connect connection. For that reason, you’ll want to ensure that there is enough bandwidth available on your Direct Connect connection to support both your current services and Genesys Cloud’s services.

Yes. Each AWS Direct Connect connection consists of a single dedicated connection between ports on your router and an Amazon router. If you require redundancy, then we recommend establishing a second connection. When you request multiple ports at the same AWS Direct Connect location, they are provisioned on redundant Amazon routers.

Yes. To use AWS Direct Connect, you must have an AWS account. If you have an existing AWS account, you can use it. If you don’t have one, you can create an AWS account on your own or you can work with an AWS Partner. For more information, see Amazon’s Create an AWS account page or the AWS Partner Network page.

No. AWS offers two types of virtual interfaces through Direct Connect: private and public. Genesys Cloud is only compatible with the public virtual interface. The private virtual interface allows connections directly into an AWS Virtual Private Cloud (VPC), and is not compatible with Genesys Cloud. For more information, see Set up AWS Direct Connect for use with Genesys Cloud.