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Telephony Connection Options — BYOC Cloud vs BYOC Premises

Section Description
Feature Area Telephony Infrastructure
Navigation Admin → Telephony → Trunks
Alt Navigation Menu → Digital and Telephony → Telephony → Trunks
Primary Function Connect Genesys Cloud to a third-party telecommunications carrier using SIP trunks

Genesys Cloud offers three telephony connection options. Understanding the differences between them — and between the two BYOC variants in particular — is a common exam topic.

Three Telephony Connection Options

Option Description Who Controls the Carrier?
Genesys Cloud Voice Genesys-provided telephony service over AWS infrastructure — fully managed by Genesys Genesys provides the carrier service
BYOC Cloud Customer brings their own carrier; SIP trunks terminate in Genesys Cloud's AWS-based Media Tier over the public internet Customer — uses their own carrier contract
BYOC Premises Customer brings their own carrier; SIP trunks terminate at a premises-based Edge hardware device Customer — uses their own carrier contract + their own on-premises Edge hardware

Study Notes

Topic Explanation
BYOC Bring Your Own Carrier — allows organizations to keep their existing carrier contract while using Genesys Cloud for contact center functionality
SIP Trunk A virtual phone line over IP that connects Genesys Cloud to the PSTN (public telephone network) via a carrier
BYOC Cloud Cloud-to-cloud — SIP trunks connect a third-party carrier directly to Genesys Cloud's Media Tier (AWS) over the public internet
BYOC Premises Hybrid — SIP trunks connect a third-party carrier to a Genesys Cloud Edge appliance installed on the customer's premises
Genesys Cloud Edge A physical hardware device installed on the customer's premises — required for BYOC Premises
Media Tier Genesys Cloud's AWS-based media processing infrastructure — where BYOC Cloud SIP trunks terminate
Trunk Type BYOC Cloud uses BYOC Carrier or BYOC PBX trunk types; BYOC Premises uses External SIP trunk type

BYOC Cloud vs BYOC Premises — Side-by-Side Comparison (Exam Critical)

Attribute BYOC Cloud BYOC Premises
Where SIP trunks terminate Genesys Cloud Media Tier (AWS, cloud) Genesys Cloud Edge (on-premises hardware)
Connectivity Over the public internet On-premises network + internet for cloud connectivity
Hardware required None — fully cloud-based Yes — Genesys Cloud Edge appliance
Trunk types used BYOC Carrier · BYOC PBX External SIP
Third-party device Can be a cloud-based carrier OR a premises-based carrier device / SBC Can connect to a premises-based carrier device (SBC/SIP gateway) or cloud-based carrier device
E911 Customer must verify E911 support with carrier Customer must verify E911 support with carrier
Kari's Law Customer must check with carrier for compliance Customer must check with carrier for compliance
BYOC Premises hardware deprecation N/A Genesys Hardware Solution end of support: December 1, 2026 (announced March 2025)

Trunk Types in Detail

Trunk Type Used With Description
BYOC Carrier BYOC Cloud SIP trunk to a third-party carrier (telephone company)
BYOC PBX BYOC Cloud SIP trunk to a third-party PBX (private branch exchange)
External SIP BYOC Premises SIP trunk from a premises-based Edge device to a third-party system
SIP Phone Trunk All Internal trunk type for SIP phones
WebRTC Phone Trunk All Internal trunk type for WebRTC phones

BYOC Cloud — How It Works

Third-party carrier (cloud or premises-based)
        ↓  (SIP trunk over public internet)
Genesys Cloud Media Tier (AWS)
        ↓
Genesys Cloud contact center features
        ↓
Agent desktop (WebRTC or managed/unmanaged phone)

Configuration: Admin → Telephony → Trunks → External Trunks → Add → BYOC Carrier or BYOC PBX

BYOC Premises — How It Works

Third-party carrier (cloud or on-premises SBC/gateway)
        ↓  (SIP trunk to Edge appliance)
Genesys Cloud Edge (on-premises hardware)
        ↓  (internet connection to Genesys Cloud)
Genesys Cloud contact center features
        ↓
Agent desktop (phone on same premises network or WebRTC)

Configuration: Admin → Telephony → Trunks → External Trunks → Add → External SIP

Genesys Cloud Edge (BYOC Premises Hardware)

The Edge is the on-premises appliance that bridges the customer's local SIP trunks to Genesys Cloud. It handles media processing and call control locally before relaying to the cloud.

Hardware Solution Notes
Genesys Hardware Solution Deprecated — End of Support: December 1, 2026
Customer-provided Edge (virtual or third-party hardware) Customers should plan migration to alternative Edge solutions before the EOS date

If you are on Genesys-provided BYOC Premises hardware, plan your migration strategy before December 1, 2026.

Emergency Services with BYOC

Unlike Genesys Cloud Voice (which includes built-in E911 via AWS), BYOC customers must work with their carrier for emergency services compliance:

Scenario E911 Approach
BYOC Cloud Check with your carrier — the carrier must support E911 for the numbers and locations in use
BYOC Premises Check with your carrier — same requirement; carrier must support E911
BYOC + Kari's Law (US) Check with your carrier — Genesys Cloud Voice handles this natively; BYOC requires carrier verification
BYOC Premises + Site configuration Configure emergency number plan in Admin → Telephony → Sites → Number Plans — do not assign an emergency number plan to a BYOC trunk unless the carrier has confirmed support

When to Use Each Option

Note: As of June 2025, Genesys deprecated Remote Survivability for BYOC Premises Edges, citing inability to reliably deliver IVR flows and AI features during internet outages.

Permissions

Permission Purpose
Telephony > Plugin > All Full access to telephony configuration
Telephony > SipTrunk > View/Add/Edit/Delete Trunk-specific permissions

Key Takeaways

Topic Summary
Three options Genesys Cloud Voice · BYOC Cloud · BYOC Premises
BYOC Cloud Carrier SIP trunks → Genesys AWS Media Tier · No on-premises hardware · Trunk types: BYOC Carrier / BYOC PBX
BYOC Premises Carrier SIP trunks → on-premises Edge appliance → Genesys Cloud · Requires Edge hardware · Trunk type: External SIP
Key distinction Where SIP trunks terminate — cloud (BYOC Cloud) vs on-premises Edge (BYOC Premises)
E911 Both BYOC options require carrier verification — not built-in like Genesys Cloud Voice
Premises hardware deprecation Genesys Hardware Solution for BYOC Premises: EOS December 1, 2026
Remote Survivability Deprecated as of June 2025 — no longer supported for BYOC Premises Edges
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