Genesys Cloud
CIDR IP address range for cloud media services change

Announced on Effective date
2020-11-04 2021-04-30

The November 4, 2020 Release Notes announced that Genesys purchased a /20 CIDR block of IP addresses for Genesys Cloud public-facing media services. The announcement stated that 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.

On April 30, 2021 Genesys implemented the CIDR IP address range for cloud media services change for Canada (Central), EU (Frankfurt), EU (Dublin), Asia Pacific (Sydney), and Asia Pacific (Tokyo). Genesys Cloud’s cloud media services is now fully migrated to the Genesys-owned CIDR block in all supported regions. For complete information, including updated region support with revision history included, see Cloud media services CIDR IP address range

Note: On October 19, 2022, Genesys announced an expansion of the CIDR IP address range for cloud media services. For more information, see CIDR IP address range expansion for cloud media services.


What does this mean?

Genesys Cloud’s public-facing cloud media services are moving to a new, Genesys-owned pool of public IP addresses.

Am I affected?

Customers using firewall policies to restrict outbound connections from Genesys Cloud clients, phones, and Edge devices may be affected. Network administrators can view detailed information on affected services, address, and ports, and perform the self-readiness checks provided in Cloud media services CIDR IP address range.

What do I need to do before the Change Date?

Affected customers must add the new address range to their firewall configuration before April 30, 2021.

Is the new CIDR range available in all Genesys Cloud supported AWS regions?

The new CIDR range is available in all AWS regions, except Asia Pacific (Seoul). For more information, see Cloud media services CIDR IP address range.

Who should I contact if I need help or have other questions?

Contact Genesys Cloud Customer Care with additional questions.