opology

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.

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