Disaster recovery planning — multi-region Genesys Cloud deployment

General Discussion
1

We are exploring multi-region disaster recovery for Genesys Cloud.

Our predictive routing A/B tests revealed that the ML model’s performance degrades significantly when traffic is rerouted to a secondary AWS region. The model is trained on interaction patterns from the primary region, and the behavioral data doesn’t transfer. Your DR plan must include a model retraining strategy for the failover region.

2

Genesys Cloud is already deployed as a multi-AZ (Availability Zone) architecture within each region. True multi-region DR requires architectural planning on your end.

The recommended pattern is:

# AWS Route 53 Health Check for GC DR
PrimaryHealthCheck:
 Type: AWS::Route53::HealthCheck
 Properties:
 HealthCheckConfig:
 FullyQualifiedDomainName: api.mypurecloud.com
 Port: 443
 Type: HTTPS
 FailureThreshold: 3

Use Route 53 failover routing to redirect your DIDs to a secondary carrier that points to a different GC region if the primary region becomes unreachable.

3

From a change management perspective, your DR plan is useless if nobody knows how to execute it.

We conduct quarterly DR drills with our entire operations team. The first drill was a disaster - nobody knew the failover procedure, the runbook was outdated, and the backup carrier’s credentials had expired. Schedule tabletop exercises at minimum, and preferably live failover tests during low-traffic windows.

4

Your Architect flows are region-specific and cannot be automatically replicated across GC regions.

If you maintain 50+ flows in your primary org, you need a CI/CD pipeline (e.g., CX as Code with Terraform) that can deploy identical flow configurations to your DR org. Manual recreation is not feasible at scale, and any drift between the primary and DR flow versions will cause routing chaos during a real failover.

5

I was asked to write a script that monitors if our GC region is down so we can trigger the DR failover.

# My monitoring script - is this right?
import requests
try:
    r = requests.get('https://api.mypurecloud.com/api/v2/health', timeout=5)
    if r.status_code != 200:
        trigger_failover()
except:
    trigger_failover()

Sorry if this is too simplistic - should I be checking something more specific than the health endpoint?

6

For APAC deployments, the DR story is more nuanced.

If your primary region is mypurecloud.com.au (Sydney) and your DR target is mypurecloud.jp (Tokyo), be aware that your Australian phone numbers cannot be ported to the Japanese region. You need a global SIP carrier like Twilio or Bandwidth that can dynamically reroute the DID delivery based on your failover state.