Cloud media services CIDR IP address range

Migration complete: 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 more information, see CIDR IP address range for cloud media services change

Genesys Cloud’s cloud media services /20 CIDR IP range is 52.129.96.0/20. This new range is available in the majority of the AWS regions and satellite regions that Genesys supports.

Americas EMEA Asia Pacific Africa

US-West (Oregon)

US-East (N.Virginia)

Canada (Central)

Satellite region: South America (Sao Paulo)

EU (Frankfurt)

EU (Dublin)

EU (London)

Asia Pacific (Sydney)

Asia Pacific (Tokyo)

 Asia Pacific (Seoul)

Asia Pacific (Mumbai)

Satellite region: Africa (Cape Town)

Full support of Genesys Cloud’s cloud media services CIDR block feature in this region

Our cloud infrastructure provider does not support the Genesys Cloud’s cloud media services CIDR block feature in this region.

Genesys Cloud’s cloud media services CIDR block provides a smaller range of IP addresses for outbound connections to and from telephony endpoints. If you currently use any of these Genesys Cloud services:

  • WebRTC stations
  • Polycom stations with Genesys Cloud Voice or BYOC Cloud.
  • BYOC Cloud
  • ACD screen recording
  • Video chat

then we recommend that you run the tests listed in the Readiness check section in this article. Doing so allows you to evaluate what you need to do to incorporate the /20 CIDR block of IP addresses for our public-facing cloud media services into your firewall’s allowlist.   

Notes:
  • It is important to understand that Genesys is asking you to add the /20 CIDR block of IP addresses to your existing firewall allowlist. You do not need to remove access to current addresses.
  • You have to allow the full /20 CIDR block of IP addresses. 

Readiness check

To help you prepare to use the CIDR block of IP addresses, Genesys provides you with two ways to confirm whether you are ready to use the CIDR block of IP addresses or need to make further adjustments to your firewall settings.

  1. You can access the Genesys Cloud WebRTC Diagnostics app and run the automated tests found on the Network Test tab.
  2. You can run the set of  manual tests described in this article.

Genesys provides you with a set of cloud-based network connectivity diagnostic endpoints that you can use to test against. To perform the manual tests, you can use commonly available network connectivity tools, such as netcat and nmap.

 To ensure the entirety of the address range is covered, please run these checks against each one of the following destination FQDNs:

  • netdiag.use1.pure.cloud
  • netdiag.usw2.pure.cloud
  • netdiag.cac1.pure.cloud
  • netdiag.sae1.pure.cloud
  • netdiag.euw1.pure.cloud
  • netdiag.euw2.pure.cloud
  • netdiag.euc1.pure.cloud
  • netdiag.apne1.pure.cloud
  • netdiag.apne2.pure.cloud
  • netdiag.apse2.pure.cloud
  • netdiag.aps1.pure.cloud

These tests are for guidance purposes only and are intended for use by a network and firewall expert.

Destination protocol & port Sample test command Successful response Failed response
tcp/3478

nc -v netdiag.use1.pure.cloud 3478

(Run this from the same network as Genesys Cloud client application)

No specific response is displayed, but a successful connection handshake is indicated. The connection times out.
udp/3478 nmap -sU -p 3478 --script stun-info netdiag.use1.pure.cloud

(You must be using nmap version 7.9 or later to run this command.)

The response includes a stun-info section listing an external IP address. This will be followed by:

nmap done: 1 IP address (1 host up) scanned in #.## seconds

You receive a “host is down” response.
udp/16384-32768

echo "Hello" | nc -uv netdiag.use1.pure.cloud 16384

(Run this from same the network as Genesys Cloud client application.)

The response includes:

GoodbyeGoodbyeGoodbyeGoodbyeGoodbye

(This command sends five packets, which result in five “Goodbye” responses; one for each packet.)

You do not receive a “Goodbye” response.

tcp/8061

(Run this test if you are using hardware phones with cloud media.)

echo "Hello" | nc -v netdiag.use1.pure.cloud 8061

(Run this from same network on which the hardware phones are connected.)

The response includes:

Goodbye

You do not receive a “Goodbye” response.

tcp/5061

(Run this test if you are using premises Edge appliances.)

echo "Hello" | nc -v netdiag.use1.pure.cloud 5061

(Run this from same network on which the Edge devices are connected.)

The response includes:

Goodbye

You do not receive a “Goodbye” response.

Genesys Cloud services

Use the information in this table to gain a detailed understanding of the Genesys Cloud services that will be affected by the addition of the CIDR IP address block. This information helps you to identify the Source, Destination address, and the Destination transport protocol/port associated with each of the affected services. 

Services Source Destination address Destination transport protocol/port Description
WebRTC Client
Signaling WebRTC Client 52.129.96.0/20 tcp/443 Controls plane signaling between the WebRTC Client and cloud-based XMPP Gateway. Used in both cloud media and premises Edge deployments.
STUN WebRTC Client 52.129.96.0/20 tcp/3478
udp/3478
Identifies the public IP address of the WebRTC Client.
Media WebRTC Client 52.129.96.0/20 udp/16384-32768 Media sent to Genesys Cloud TURN or media services.
Managed Hardware Phone
Signaling Hardware Phone 52.129.96.0/20 tcp/8061 SIP signaling between the hardware phone and cloud-based SIP services.
Media Hardware Phone 52.129.96.0/20 udp/16384-32768 Media sent to Genesys Cloud media services.
BYOC Cloud
Media Customer’s Carrier or PBX Device 52.129.96.0/20 udp/16384-32768 Media sent to Genesys Cloud media services.
ACD Screen Recording & Video Chat
Signaling Genesys Cloud Client 52.129.96.0/20 tcp/443 Control plane signaling between the WebRTC Client and cloud-based XMPP Gateway. Used in both cloud media and premises Edge deployments.
STUN Genesys Cloud Client 52.129.96.0/20 tcp/3478
udp/3478
Identifies the public IP address of the Screen Recording and Video Chat Client.
Media Genesys Cloud Client 52.129.96.0/20 udp/16384-32768 Media sent to Genesys Cloud TURN or media services.
Premises Edge Appliance
WebRTC Signaling Premises Edge Appliance 52.129.96.0/20 tcp/5061 Control plane signaling between the Edge device and cloud-based XMPP Gateway.
WebRTC TURN Premises Edge Appliance 52.129.96.0/20 udp/16384-32768 Media sent to Genesys Cloud TURN services.
WebRTC STUN Premises Edge Appliance 52.129.96.0/20 tcp/3478
udp/3478
Used to identify public IP address of the Edge device.

AWS Direct Connect & routing specific information

AWS advertises the Genesys CIDR block both publicly and within Direct Connect.

  • Direct Connect customers who are not performing route filtering have no additional changes to make. Genesys recommends doing a lookup on the route table to ensure they are seeing the Genesys CIDR block (52.129.96.0/20), which includes anything greater than or equal to /20. For example, AWS may segment the block into /21’s, /22’s, /23’s, /24’s, and so on.
  • Direct Connect customers who are performing route filtering must permit the Genesys CIDR block (52.129.96.0/20), which includes anything greater than or equal to /20. For example, AWS may segment the block into /21’s, /22’s, /23’s, /24’s, and so on.

For more information on AWS Direct Connect routing and filtering, see AWS Routing policies and BGP communities.

Note: Genesys Cloud currently uses IP addresses found in the Amazon AWS IP address JSON file for many services. Only the services listed on this page will be migrating to the dedicated Genesys-owned CIDR block of IP addresses. Keep in mind that during the migration period Genesys will continue to use these AWS IP addresses while incorporating the new CIDR block IP addresses for the listed services. Once the migration is complete, Genesys will provide guidance on modifying firewall configurations to prevent media-related connections to the Amazon AWS IP ranges while still allowing for HTTPS requests needed by other services.

 

Date

Revision

March 31, 2021 Asia Pacific South (Mumbai) / ap-south-1 promoted to a core region.
March 10, 2021 Added a table to define which AWS regions support the new CIDR block.
February, 24, 2021
  • Added information about the new automated tests in the Genesys Cloud WebRTC Diagnostics app to the Readiness check section.
  • Changed the date from March 3 to March 10 in the Feature coming soon section.
January 27, 2021
  • Added a Readiness check section that includes a set of cloud-based network connectivity diagnostic endpoints that you can use to test against. This section includes example netcat and nmap commands that you can use confirm whether you are ready to use the CIDR block of IP addresses or indicate that you need to make other changes.
  • Added a section that provides more specific details concerning the Genesys Cloud services that will be affected by the addition of the CIDR IP address block. This section includes a table identifying the Service, Source, Destination address and Destination transport protocol and port. 
  • Added a section that describes AWS Direct Connect and routing specific information.
November 25, 2020

Modified the article to add more detail about the affected Genesys Cloud services.

November 04, 2020

Added article to the Resource Center.