What type of calls does the Edge handle for routing?

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The Edge handles both inbound and outbound calls, making it a versatile component within the Genesys Cloud infrastructure. It acts as the connection point between the telephony network and the cloud-based Genesys services. This functionality is crucial for ensuring that all types of voice interactions—whether they are incoming from customers or outgoing from agents—are routed effectively.

By supporting both call types, the Edge enables organizations to manage communications in a unified manner. This means that businesses can seamlessly facilitate customer service calls, sales outreach, and any other telephony operations without the need for distinct systems for different call directions. The ability to handle both inbound and outbound calls ensures that the communication flow is efficient and responsive to the needs of both customers and agents.

In contrast, options focusing solely on either inbound or outbound calls limit the system's capability and would not reflect the comprehensive design of the Genesys Cloud system. The choice of only internal calls also restricts the Edge's utility, as the primary purpose is to manage interactions that usually occur between external customers and internal agents. Thus, the Edge's capacity to manage both call types forms a foundational aspect of its role in Genesys Cloud implementations.