CIDR IP address range for cloud media services change

Announced on Takes effect
November 4, 2020

April 2, 2021 – US West region only

April 16, 2021 – all other regions

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 2, 2021, Genesys implemented the CIDR IP address range for cloud media services change as planned for the US West region only. On April 16, 2021, Genesys will implement the CIDR IP address range for cloud media services change for all other regions. Genesys now provides customers with more details and updated information, including a set of testing procedures, to evaluate what you must do to incorporate the /20 CIDR block of IP addresses for our public-facing cloud media services into your firewall’s allowlist before the cutover date. For more information, see Cloud media services CIDR IP address range.

FAQs

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 March 24, 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.