I can’t seem to figure out why our bring-your-own-cloud edge setup is refusing to register with the genesys cloud control plane during the zendesk voice migration. we are moving away from zendesk talk sip trunks and trying to replicate the exact routing logic in genesys cloud architect. the edge instance is deployed on aws eu-west-1 and we have configured the dns records exactly as per the documentation for eu1.genesys.cloud. however, the edge health dashboard shows a DNS_RESOLUTION_FAILED status for the control plane endpoint admin-eu1.genesys.com.
our zendesk setup used direct sip trunking without any complex dns routing, so this feels like an unnecessary hurdle. we have verified that the security groups allow outbound traffic on port 443 and 5060. the error log in the edge container shows curl: (6) Could not resolve host: admin-eu1.genesys.com. we are using the latest edge image v1.10.2 and the custom python script we wrote to map zendesk ticket fields to genesys interactions is working fine, so the api connectivity from our internal tools is not the issue.
is there a specific dns propagation delay for eu1 regions? or do we need to configure split-horizon dns for the edge instances? in zendesk, we just pointed the sip trunk to the provider and it worked. here, we feel like we are configuring a small data center. any help with the dns configuration for byoc edges would be appreciated. we are on a tight deadline to migrate the voice channels before the end of the month.