Topology Navigation: Admin → Telephony → Topology Last verified: Genesys Cloud Resource Center — March 2026 What Is Topology? Topology is the administrative map view of the Genesys Cloud telephony network. It displays how telephony components relate to each other — sites, phones, edges, and trunks — and is especially useful for troubleshooting offline or out-of-service edges and validating phone-to-edge assignments. ℹ️ Topology is a monitoring and diagnostic tool , not a provisioning wizard. Changes to telephony objects are made in their respective admin pages; Topology is where you confirm the result. Navigation Task Path Open Topology Admin → Telephony → Topology Drill into an object Click any site, edge, trunk, or phone in the map Troubleshoot edges Select the edge object to view status details What Topology Shows Object Description Sites Logical telephony routing entities Edges Media-handling devices in the telephony environment Trunks Carrier or PBX connectivity into Genesys Cloud Phones Endpoints and their edge/site assignments Phone-to-Edge Assignments Shows which phones connect to which edges, including primary and secondary site relationships Status Indicators Visual state of objects — helps identify offline or out-of-service edges How to Use Topology Step Action Step 1 Navigate to Admin → Telephony → Topology Step 2 Review the map for your organization's telephony objects Step 3 Look for offline or out-of-service edge indicators Step 4 Click into a suspect object to drill down into its details Step 5 Enable phone-to-edge assignment view to validate primary/secondary site relationships Step 6 Use findings to continue troubleshooting in the relevant admin page (Sites, Trunks, Edges) Key Use Cases Scenario Description Incident triage Quickly visualize where a telephony problem exists before diving into logs Post-change validation Confirm expected object relationships after site, trunk, or edge changes Resiliency review Validate phone-to-edge assignments and primary/secondary site design Edge troubleshooting Identify offline or out-of-service edges at a glance Onboarding review Confirm a new telephony deployment is connected as designed Troubleshooting Issue Cause Resolution Edge appears offline Edge, network, or service issue Drill into the edge; continue in Admin → Telephony → Edges Phones not where expected Assignment or site relationship misconfiguration Review phone-to-edge assignments and site design Map looks incomplete Telephony objects not yet configured or not in expected state Verify sites, trunks, edges, and phones exist and are correctly assigned Trunk/site relationship unclear Naming inconsistency or design ambiguity Standardize naming; compare with site/trunk config pages Best Practices Practice Reason Review Topology after major telephony changes Visually confirms that relationships updated as expected Use Topology early when troubleshooting Narrows the fault domain before deeper investigation Validate phone-to-edge assignments regularly Prevents unnoticed resiliency or registration issues Keep site and trunk naming consistent Makes the map easier to read and interpret Use Topology for visibility; use admin pages for fixes Topology shows the problem — the fix happens elsewhere Quick Reference Question Answer What does Topology show? Sites, phones, edges, and trunks in a visual map What is it mainly used for? Visualization and troubleshooting Can you make changes in Topology? No — it is read-only for monitoring and diagnostics What edge issue does it help with? Identifying offline or out-of-service edges Does it show resiliency design? Yes — phone-to-edge assignments show primary/secondary site relationships See Also Sites — configure telephony routing and dial plans Trunks — configure carrier/PBX SIP connectivity Edges & Edge Groups — manage BYOC Premises media appliances WebRTC Phone Management — manage softphone endpoints Screenshots