Description

Effective December 1, 2026, Genesys will no longer support the BYOC Premises – Genesys Hardware Solution. This date marks the End of Support (EOS).

FAQs

Why deprecate the Genesys Hardware Solution?

On August 30, 2023, Genesys announced that the Arrow inventory of pre-configured edge devices for the BYOC Premises – Genesys Hardware Solution was declining. Arrow’s inventory of pre-configured edge devices is now out of stock. Furthermore, most BYOC Premises – Genesys Hardware Solution edge devices have already reached the hardware end of warranty status.

What does this mean?

After the EOS date, Genesys will only provide limited support of existing BYOC Premises – Genesys Hardware Solution edge devices and no new deployments will be allowed. This limited support includes configuration and migration assistance. Failing hardware will not be supported or replaced.

Am I affected?

If your organization uses the BYOC Premises – Genesys Hardware Solution as a premises telephony connection option and you have any of the following edge devices in your organization, you are affected.

• Edge Standard v1
• Edge Standard v2
• Edge Standard v3
• Edge Micro
• Edge Mini v1
• Edge Mini v2

How can I verify if my organization is affected?

To verify if your organization uses a BYOC Premises – Genesys Hardware Solution edge device:

1. Click Admin.
2. Under Telephony, click Edges.
3. From the Edge Name column, select your edge device. 
4. In the information panel that appears on the right side of the General tab, check Model.

If the Model is identified as Genesys Hardware Solution, you are affected.

What do I need to do before the EOS date?

Genesys recommends transitioning to one of our 100% cloud media telephony connection options (BYOC Cloud or Genesys Cloud Voice). The process for transitioning from a premises to a cloud media telephony connection option is built into Genesys Cloud via the Genesys Cloud Hybrid Media Solution.

Benefits of transitioning to either Genesys Cloud Voice or BYOC Cloud include:

• Auto-scalability
• Built-In resilience
• Access to the latest Genesys Cloud Artificial Intelligence solutions
• Lower total cost of ownership

What if I require a premises deployment option for regulatory or connectivity purposes?

Genesys understands that due to regulatory or connectivity constraints, certain countries require a premises-based media deployment. If you require a premises deployment, Genesys recommends transitioning to a BYOC Premises – Customer Hardware Solution edge device. The Customer Hardware Solution offers a more practical and economical premises solution.

Where can I find out more about my options for transitioning?

• For more information on Genesys Cloud Voice, see About Genesys Cloud Voice.
• For more information on BYOC Cloud, see About BYOC Cloud.
• For more information on transitioning from BYOC Premises to one of our Cloud Media options, see About Hybrid Media.
• For more information on transitioning to a BYOC Premises – Customer Hardware Solution edge device, see About BYOC Premises – Customer Hardware Solution.

Who should I contact if I need help transitioning or have additional questions?

Contact your Technical Account Manager or your Customer Success Manager.