FAQs: Edges

You can find the interaction Fax Analytics in the Interactions view.

Note: Under the Available columns section, you can view the list of available column names and their descriptions. If you cannot find a column in the table, in the search bar, enter the name of the column to view its name and description.

For example, under the Available columns section, in the Interactions section’s search bar, search Fax to view the Fax column and its description. 

No. Genesys decided to exit the hardware resale business and no longer sells BYOC Premises Edge devices or phones. Genesys now has a partnership with Arrow Electronics through which customers and partners can purchase BYOC Premises Edge devices built on the HPE and AdvanTech platforms as well as IP phones from AudioCodes and Poly. To view the available hardware products, visit the Genesys/Arrow Electronics page.
 
For more information, see the FAQ section of the End of Sale Advisory Genesys Hardware products all Genesys Platform document.

No, BYOC Premises Edges do not have a built-in load balancing feature.

While the premises-based Edges have a built-in redundancy feature that does involve the call distribution, it is not the same as a load balancing. For more information, see BYOC Premises Edge redundancy.

When load balancing inbound calls among your Edges, you want to work with your carrier or configure your SBC to distribute all the inbound calls among all your Edges. Doing so allows you to take full advantage of each of the Edge’s call capacity.

If you only route calls to a single Edge, once that Edge reaches its call capacity limit, it will not be able to handle any more inbound calls. This means that you won’t be able to receive any new calls even though your other Edges have available capacity.

For example, suppose that you have three Edges. If you only route calls to Edge A, then Edge A receives and directs the call to the appropriate station. If that station’s primary is Edge B, then Edge B handles the call. However, since the call path originated with Edge A, that means that Edge A will be a part of the call path for the duration of the call. So even though the station handling the call is on Edge B, Edge A is still tied up with the call. If Edge A reaches its call capacity limit, neither Edge B nor Edge C will be able to receive calls even though they have available capacity.

So, to load balance incoming calls, your carrier or SBC needs to distribute inbound calls among all of your Edges.

Genesys Cloud supports a number of SIP RFCs. You can find a complete list in either of the following articles:

• SIP provider trunk configuration information and questionnaire
• Work with your carrier to provision an external SIP trunk

The ability to respond to a SIP OPTIONS Ping from an SBC/Proxy is a built-in feature of a BYOC Premises Edge. There is no setting to configure as this capability is enabled by default.

A premises-based Edge is designed to respond with a 200 OK to OPTIONS messages, as long as the IP address of the SBC/Proxy sending the OPTIONS is in the Allow the Following Addresses setting under SIP Access Control in the External Trunk configuration. For more information, see External trunk settings.

Yes.  If the site is configured with the default numbering plans, the Edge will accept the number and then normalize it to the E.164 number format (with the ‘+’).

Yes. BYOC Premises Edges in the Out-Of-Service state still receive automatic software updates. Automatic Edge software updates only require that the Edge is online.

An Edge group is a set of BYOC Premises Edge devices that are directly connected to one another over a high-bandwidth and low-latency network. The purpose of an Edge group is to allow all Edges in the group to access and share trunks connected to other Edges in the Edge group. For more information, see BYOC Premises Edge groups overview.

A BYOC Premises Edge takes an average of between five to fifteen minutes to reboot. 

To find a premises-based Edge’s IP address:

1. Click Admin.
2. Under Telephony, click Edges.
3. Click Menu > Channels > Telephony > Edges.
4. Click the appropriate Edge name.
5. Click the Network Interfaces tab.
6. Navigate to the first active interface and look for the IP address on the first tab: