FAQs: Hybrid media

The Hybrid Media Group is a unified container for all telephony and media control entities within a Genesys Cloud organization. Placing Edges inside the Hybrid Media Edge Group allows them to take advantage of the new Site Interconnects technology developed for the hybrid feature. For more information, see the Select Site interconnects section in the Convert BYOC Premises to hybrid media article.

Site Interconnects allow you to configure which network interface is used to connect premises Edges to other premises Edges or to Cloud Media services within other Sites. There are three types of Site interconnects that you can choose: Direct, Indirect, and Cloud Proxy. For more information, see the Select Site interconnects section in the Convert BYOC Premises to hybrid media article.

Site Links are a hybrid media technology that allows you to connect core sites to each other to share resources between them. You can use Site Links to connect premises core sites to each other or to connect a premises core site to a cloud core site.

For example, if you have a premises core site with an Edge that has an external trunk, and a cloud core site, you can use Site Links to connect the two core sites. When you do, your cloud core site and any cloud branch sites can then access that external trunk on the premises core site.

For more information, see the Enable and configure Site Links section in the Convert BYOC Premises to hybrid media article.

Edges communicate with each other through a tie trunk feature called Site interconnects. There are three types of Site interconnects that you can choose: Direct, Indirect, and Cloud Proxy. For more information, see the Select Site interconnects section in the Convert BYOC Premises to hybrid media article.

If you were using multiple Edge groups to dedicate Edge resources for Dialer campaigns, you’ve discovered that Genesys Cloud has now replaced Edge groups with a single entity called the Hybrid Media Group. This means that you can no longer create multiple Edge groups.

Going forward, Dialer campaigns should now be configured to point to core sites to get access to telephony resources provided by the Edges in that core site. If you need to isolate those sites associated with Dialer campaigns from other core sites in your organization, you can disable the Site Links. For more information, see the Enable and configure Site Links section in the Convert BYOC Premises to hybrid media article.

On May 11, 2022 Genesys Cloud introduced hybrid media capability to all new organizations. As a part of this process, Genesys Cloud made a centralized Edge group called the Hybrid Media Group available to ALL Genesys Cloud organizations.

Because Genesys Cloud centralized all Edge group functions, you can no longer create additional Edge groups. Genesys Cloud encourages you to move existing Edges into the Hybrid Media Group and then delete existing Edge groups. For more information, see Move your Edges into the Genesys Cloud Hybrid Media Group inConvert BYOC Premises to hybrid media.

As of May 11, 2022 Genesys Cloud automatically creates all new organizations with hybrid media capability. While this means that any new organization is capable of becoming a hybrid media organization, your organization is not actually using hybrid media until you combine cloud and premises telephony connection options. For more information, see Hybrid media overview. 

A hybrid organization is one that combines Cloud and Premises telephony connection options. For more information, see Hybrid media overview. 

If a Genesys Cloud partner purchased and set up your Genesys Cloud organization, you may encounter this message when attempting to make your organization hybrid media capable. This message appears when a partner is not properly set up in the AppFoundry Marketplace. To resolve the problem, you must contact your Genesys Cloud partner and ask them to either make your organization hybrid media capable on your behalf or to give you the ability to do it yourself.