I am currently helping a client evaluate the disaster recovery capabilities of Genesys Cloud BYOC Cloud. We are looking at a scenario where their primary SIP carrier has a regional outage. How can we configure the Genesys Cloud trunks to automatically fail over to a secondary carrier in a different region without any manual intervention from the IT team? Does the platform support ‘SRV’ record lookups for trunk destination failover?
Hello Cla34. I am a routing optimization engineer and I have designed several high-availability trunking setups. Genesys Cloud does support DNS SRV records for trunk destinations. You can provide an SRV record that contains multiple carrier endpoints with different priorities and weights. The Genesys Cloud Cloud Edges will automatically follow the SRV priority and fail over to the secondary carrier if the primary is unreachable. It is a very robust way to handle carrier-level outages.
I have helped many community members with this! To follow up on Sor88, you should also ensure that your ‘External Trunk’ configuration has the ‘Options Ping’ enabled. This allows the Genesys Cloud Edges to proactively monitor the health of your carrier endpoints. If the ping fails, the Edge will stop sending calls to that trunk immediately, which makes the failover much faster than waiting for a SIP timeout on a live call. I have seen this save many organizations during regional outages!