User: Jose.druker@genesys.com/PlatformAvailGuideTest1

Genesys Engage cloud: Agent phones

Genesys Engage cloud invites agents' phones into conversation. Genesys Engage cloud supports the following Agent phone types:

• PSTN phone
• Phone behind the corporate telephony systems
• SIP phone SIP-registering with Genesys Engage cloud
• WebRTC Phone registering with Genesys Engage cloud

PSTN phone

Communications occur via PSTN.	<Insert new diagram for Azure>
	<Insert diagram previously linked to for AWS>

Phone behind the corporate telephony systems

For Azure: Communications between the customer’s SBC and the Genesys Engage cloud SBC occur via a SIP Trunk over the Internet. The following types of phone are supported: Analog or digital phone VoIP phone PSTN phone Microsoft Teams
For AWS: Communications occur via a SIP Trunk over a private network. The following types of phone are supported: Analog or digital phone VoIP phone PSTN phone	<AWS diagram>

SIP phone SIP-registering with Genesys Engage cloud

For Azure: Communications with customer’s Session Border Controller (SBC) occur over a private network. The customer’s SBC communicates with the Genesys Engage cloud SBC over the Internet.	<Azure diagram 1> <Azure diagram 2>
For AWS: Communications occur directly over a private network.	<AWS diagram>

WebRTC Phone registering with Genesys Engage cloud

Communications occur directly over the Internet.

<Combo diagram for Azure/AWS>

Important

Communications between Genesys Engage cloud and the PSTN carriers, the corporate telephony systems, the SIP phones, and the WebRTC phones are Voice over IP communications.