Schedule automatic software updates for a BYOC Premises Edge

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Genesys Cloud provides automatic software update scheduling capabilities for BYOC Premises Edges with a default daily update window from 2:00 A.M. to 5:00 A.M., which administrators can customize to specific schedules. The update process encompasses multiple steps including call draining (up to 90 minutes), download, and installation, potentially requiring several hours to complete; therefore, updates should be scheduled outside business hours to minimize operational impact. Updates are deployed in phases across Edge subsets within an organization, with each subset returning to service before the next begins updating. Users with Telephony > Plugin > All permissions can configure update schedules through Menu > Digital and Telephony > Telephony > Sites by selecting either daily or weekly recurrence types, specifying time zones, and defining update windows as either all-day or restricted time ranges. Software updates cannot be disabled, as outdated Edges may lose cloud communication capability; however, Genesys reserves the right to perform emergency updates outside scheduled windows during business hours if Edges remain out-of-date. Update scheduling applies only to the specific site where configured and does not affect sites using another site's Edges. To prevent emergency updates, administrators should allocate sufficient update windows and maintain current software versions. Genesys Cloud provides a feedback mechanism for documentation users to report article helpfulness and content quality. The feedback form includes options to indicate whether the article answered questions or helped complete tasks, with negative feedback categories addressing inaccurate, incomplete, outdated, or unclear information. Users can specify their role (Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support, or Other) and provide email contact information. The system requires acknowledgment of the Genesys Cloud privacy policy before submission. Related documentation topics include BYOC Premises configuration, telephony settings, software updates for BYOC Premises Edge deployments, upgrade procedures, operational states, and manual software update processes. This feedback infrastructure enables continuous documentation improvement and supports users across multiple organizational roles.

PrerequisitesClick to expand

Genesys Cloud has a default schedule for updating BYOC Premises Edges to the latest software version. The default window is every day from 2:00 A.M. to 5:00 A.M. You can also set a specific schedule.

To find out what software version your Edge is running, see Determine an Edge’s current software version.

When scheduling BYOC Premises Edge updates, keep in mind that the update procedure includes multiple steps and can take several hours to complete. The steps include call draining (which alone can take up to 90 minutes), the download of the update, and then the actual installation of the update. As such, you should schedule your Edge updates outside normal business hours to avoid any negative impact to normal business operations.

For more information, see Call draining.

Notes:

The software update begins with a subset of the total number of Edges you have in your organization. Once the first set of Edges finishes the update and go back in-service, a second set of Edges begins the update. This process continues until all the Edges in your organization have been updated.
You cannot disable the Edge software update. An Edge without updated software can lose the ability to communicate with the cloud.
This setting only effects sites that contain the Edge. Configuring this setting on a site that is using another site’s Edges have no effect on the automatic update.
To keep the platform stable and secure, Genesys reserves the right to update an out-of-date Edge outside your scheduled update window. These updates can happen during business hours. To avoid this, give your Edges a window long enough to complete updates, and keep their software current.

Schedule automatic updates

Click Menu > Digital and Telephony > Telephony > Sites.
Click a site. The page for that site appears.
Click the General tab, and then scroll to the bottom of the page.

Follow these steps to download updates on a daily basis.Click to expand

From the Recurrence Typelist, select Daily.
From the Time Zone list, select the appropriate time zone.
Select All day to allow an update to occur anytime during the day.
Select Range to restrict the update window to a specific time.
1. Change the digits and time period from the Start Time field to set the beginning of when the Edge can download software.
2. Change the digits and time period from the End Time field to set the end of when the Edge can download software.
Click Save Site.

Follow these steps to download updates on a weekly basis.Click to expand

Follow these steps to change the settings for weekly windows to download software:

From the Recurrence Type list, select Weekly.
From the Time Zone list, select the wanted time zone.
From the Day settings, select the days when the Edge can download software.
Select All day to allow an update to occur anytime during the day.
Select Range to restrict the update window to a specific time.
1. Change the digits and time period from the Start Time field to set the beginning of when the Edge can update software.
2. Change the digits and time period from the End Time field to set the end of when the Edge can update software.
Click Save Site.

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Schedule automatic software updates for a BYOC Premises Edge

Schedule automatic updates

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