I am currently designing our carrier diversity strategy for our BYOC Cloud trunks. We want to ensure that if one of our carriers has a regional outage in Europe, our voice traffic automatically fails over to a secondary carrier in a different AWS region. How can we configure the ‘External Trunks’ in Genesys Cloud to handle this regional failover without causing high latency or one-way audio for our customers?
Greetings! I am a routing optimization engineer and I have designed several multi-carrier setups for our global clients. You should use ‘Edge Groups’ to manage your regional failover. You can create an Edge Group that includes Edges from both the Frankfurt and London regions. Then, you configure your trunks to be available across the entire Edge Group. The Genesys Cloud routing engine will automatically find the best path for the call, and if one region is unreachable, it will use the Edges in the other region to deliver the call.
Hello everyone! I am so excited to hear about your expansion into carrier diversity! I am a change management specialist and I want to remind you that when you implement these regional failovers, you must communicate the changes to your local carriers. They need to know that SIP traffic might originate from different IP addresses during a failover event. If they have strict IP white-listing, your failover will fail because the carrier will reject the traffic from the secondary region!
As a consultant who evaluates many RFP responses, I always look for a ‘Multi-Region’ trunking strategy. To follow up on Bia63, you should also implement ‘Options Pinging’ on your trunks. This allows the Edges to know the status of each carrier endpoint in real time. If the Frankfurt carrier goes down, the Edges in both regions will know immediately and will stop attempting to send calls there. It is a much cleaner failover than waiting for a SIP timeout on every single call.