User: Jose.druker@genesys.com/PlatformAvailGuideTest2

Genesys Engage cloud: End-customer PSTN calls and agent calls

"The public switched telephone network (PSTN) is the aggregate of the world’s circuit-switched telephone networks that are operated by national, regional, or local telephony operators, providing infrastructure and services for public telecommunication." Wikipedia

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1. The usual Genesys Engage cloud call flow starts when an end customer places a phone call.
2. The call arrives at the national or global PSTN through the end customer’s local carrier, then goes through an unpredictable chain of PSTN carriers.
3. The call eventually arrives at a carrier that delivers the call to the Genesys Engage cloud session border controller (SBC).

   Genesys Engage cloud can receive the PSTN call placed by your end customer via one of the following paths:

   • For AWS only:
     • You can use the existing PSTN carriers of Genesys Engage cloud, which maintains connectivity with multiple PSTN carriers.
   • For Azure or AWS:
     • You can connect your own PSTN carrier to Genesys Engage cloud and use their dedicated circuits.
     • You can keep your existing PSTN carriers, which deliver calls to your corporate telephony systems, and enable delivery of those calls to Genesys Engage cloud over the respective network, as illustrated in the following diagram.

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4. Genesys Engage cloud starts processing the call from the end customer when the call arrives.
   1. The end customer proceeds with the IVR self-service, navigates the IVR menu, and starts enjoying the music in queue.
   2. The relevant end-customer data is ready to be presented to an agent in the Agent Desktop application.
   3. The call routing service applies the relevant logic and selects the agent with the most relevant skills.
   4. Genesys Engage cloud dials the agent’s phone number to invite the agent into the voice conversation.

The agent’s phone is preprovisioned in Genesys Engage cloud as an Extension DN object.

• Each agent phone has a unique number within your contact center.
• The Extension DN is appropriately configured so as to represent an agent phone of the desired type.
• The set of configuration options enables Genesys Engage cloud to use the appropriate transport network to engage the phone and to handle the call in the manner supported by the particular agent phone type (see Agent phones).

There is no dependency between the network path taken by the end-customer call and the network path taken by the agent call.

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