Survive an outage with business continuity best practices

It is important to prepare your contact center to continue operations when unexpected failures or outages occur. This article outlines various outage scenarios and mitigation plans. Review the scenarios and preconfigure any options that align with your business continuity strategy. The options help prepare your business to use alternate channels to process interactions.

Internet outage

Internet disruption at the customer’s site prevents access to Genesys Cloud.

Prepare for an Internet outageClick to expand

Model	Mitigation
Genesys Cloud Voice BYOC Cloud	Have a wireless hotspot on standby. Or Send certain agents to work at home. Preconfigure a phone option that works from their home. Remote phone Genesys Cloud WebRTC phone
BYOC Premises	If the network segment on which the BYOC Premises Edge resides still has connectivity to the Internet, but the segment with agents does not, you should plan to have the agents move to a work at home model. Consider using redundant internet paths or AWS public direct connect. If applicable to your telephony environment, consider a using a third-party SBC to redirect traffic to a premises-based PBX.

Model

Mitigation

Genesys Cloud Voice

BYOC Cloud

Have a wireless hotspot on standby.

Send certain agents to work at home.
Preconfigure a phone option that works from their home.
- Remote phone
- Genesys Cloud WebRTC phone

BYOC Premises

If the network segment on which the BYOC Premises Edge resides still has connectivity to the Internet, but the segment with agents does not, you should plan to have the agents move to a work at home model.
Consider using redundant internet paths or AWS public direct connect.
If applicable to your telephony environment, consider a using a third-party SBC to redirect traffic to a premises-based PBX.

Voice outage

PSTN cannot communicate with the Genesys Cloud.

Prepare for a Voice outageClick to expand

Phone registration failure

Physical phones lose registration to Genesys Cloud.

Prepare for a phone registration failureClick to expand

Single BYOC Premises Edge failure

One of the BYOC Premises Edge in your organization fails.

Prepare for a single Edge failureClick to expand

The expected result of a single Edge failure is that any phones registered to the failed Edge drop active and queued calls. Take the following actions to restore services to those phones and ensure that new calls in the queue are not sent to the failed Edge.

Toggle the status of the failed Edge to Out of Service.
Restart the Edge.

Note:

Genesys recommends that you deploy your Edges in an N+1 configuration, where N is the number of premises-based Edges required to meet the expected maximum concurrent call load. For more information, see BYOC Premises Edge redundancy.
The phone redundancy feature allows phones to reregister without additional intervention. Toggle the status of the failed Edge to Out of Service even when phone redundancy causes phones to reregister.

Unable to go On Queue

Agents cannot move to On Queue status.

Prepare for agents not being able to go On QueueClick to expand

Unable to log in

Agents cannot log in to Genesys Cloud.

Prepare for agents not being able to log inClick to expand

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