Communicate

CIDR IP address range for cloud media services

Genesys purchased a /20 CIDR block of IP addresses for Genesys Cloud public-facing media services. This CIDR block provides a smaller range of IP addresses that administrators add to the allowlist on their firewall for outbound connections to and from telephony endpoints. Customers using the Amazon AWS IP address JSON file should configure their firewalls to allow access to the new CIDR IP addresses now, to ensure that their organization is ready for the early 2021 cutover. For more information, see CIDR IP address range for cloud media services. 

Contact center

Genesys Virtual Agent Services available in the AppFoundry

Genesys Virtual Agent Services powered by Google CCAI is now available for purchase as a premium application from the AppFoundry, providing streamlined installation and full integration with Genesys Cloud’s billing system. Consolidated billing enables administrators to track pricing and usage data across the organization in one bill for both Genesys and Google accounts. For more information, see Install Genesys Virtual Agent Services from Genesys AppFoundry. 

Bot versioning in Genesys Dialog Engine

Administrators and contact center managers can now version bots within Genesys Dialog Engine. This feature allows bot authors to back up their bots and roll back to an earlier version if needed. For more information, see Versioning bots. 

Platform

Genesys Cloud rebranding update

The Genesys Cloud product name and logo rebranding now appears in many product interfaces, installs, websites, documentation, and support tools, and will continue as a rolling change into 2021. Genesys will review the domain name change effort in Q1 2021 and provide an update well in advance before beginning work. For more information, see PureCloud to Genesys Cloud FAQ in Community.

Deprecations

Screen recording policy changes for Genesys Cloud 2 users 

On November 4, 2020, screen recording policy changes for Genesys Cloud 2 users went into effect. For more information, see Screen recording policy changes for Genesys Cloud 2 users and Data storage charge examples.

Create Site API call attribute requirement change

On February 3, 2021, the Create Site API call, /api/v2/telephony/providers/edges/sites, will require a new attribute, mediaModel. Genesys recommends that customers modify custom applications to specify the mediaModel attribute for sites as soon as possible. For more information, see Create Site API call attribute requirement change. 

Bridge server deprecation update

Starting October 31, 2020, customers can no longer install new Bridge server instances or open support cases for the Bridge server. This end of support date is one of the scheduled milestones in the Bridge platform deprecation. For more information, see Deprecation: Genesys Cloud Bridge integrations. 

CIC data connector deprecation update

Starting October 31, 2020, customers can no longer open support cases for the CIC data connector integration. This end of support date is one of the scheduled milestones in the Bridge platform deprecation. For more information, see Deprecation: Genesys Cloud Bridge integrations.