I’m updating our internal training materials for the Level 2 Admin certification. There’s a lot of confusion regarding ‘Local Survivability’ for on-prem Edge servers.
Specifically, if the internet connection to the Genesys Cloud core is lost, but the local Edge server is still healthy and connected to the PSTN gateway: Can the Edge server still route inbound calls to agents who are on-site? My understanding is that the routing logic (Architect) lives in the cloud, so if the cloud is unreachable, the Edge won’t know where to send the call. Is there a ‘Failover’ Architect flow that can be cached locally on the Edge for these scenarios?
This is a common misconception! ‘Local Survivability’ in Genesys Cloud primarily focuses on ‘Existing’ calls (keeping them connected) and ‘Direct Station-to-Station’ calling.
You’re correct that Architect flows are not cached on the Edge. If the cloud is down, new inbound calls hitting the Edge cannot be processed by a complex IVR. To handle this, you need to configure ‘Emergency Routing’ at the Trunk level. You can set a ‘Failover Number’ or a ‘Service Unavailable’ destination that points to a local hunt group or a cell phone. It’s a static route, not a dynamic IVR.
I’ve been troubleshooting this during our last SSO/SAML migration. One thing to add: if your agents are using the ‘WebRTC’ phone, they also lose their connection to the cloud during an internet outage, so they can’t even ‘Log In’ to receive a call.
Local survivability only really works for ‘Hard Phones’ (SIP sets) that are registered directly to the Edge server’s IP. If you have on-site agents with Polycom or Yealink phones, they can still receive calls via the static failover route even if the cloud is dark. Definitely worth emphasizing this distinction in your training slides!