Cloud media services CIDR IP address range

Genesys Cloud’s cloud media services provides the following CIDR IP address ranges:

Core/Satellite regions

  • 52.129.96.0/20
  • 169.150.104.0/21 

FedRAMP region

  • 164.152.64.0/22 
Americas Europe Asia Pacific Africa

US-West (Oregon)

US-East (N.Virginia)

US-East 2 (Ohio)

Canada (Central)

South America (Sao Paulo)

Europe (Frankfurt)

Europe (Dublin)

Europe (London)

Satellite region: Europe (Paris)

Asia Pacific (Sydney)

Asia Pacific (Tokyo)

Asia Pacific (Seoul)

Asia Pacific (Mumbai)

Satellite region: Asia Pacific (Hong Kong)

Satellite region: Asia Pacific (Jakarta)

 Satellite region: Africa (Cape Town)

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

CIDR block feature coming soon.

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 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 CIDR block of IP addresses to your existing firewall allowlist. You do not need to remove access to current addresses.
  • You must allow the full 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. For more information, see Troubleshooting in the About WebRTC article.
  2. You can run the set of manual tests described in this article.

Genesys provides you with a set of cloud platform 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 that the entirety of the address range is covered, run these checks against each one of the following destination FQDNs:

  • netdiag.use1.pure.cloud
  • netdiag.use2.us-gov-pure.cloud 
  • netdiag.usw2.pure.cloud
  • netdiag.cac1.pure.cloud
  • netdiag.sae1.pure.cloud
  • netdiag.euw1.pure.cloud
  • netdiag.euw2.pure.cloud
  • netdiag.euw3.pure.cloud
  • netdiag.euc1.pure.cloud
  • netdiag.apne1.pure.cloud
  • netdiag.apne2.pure.cloud
  • netdiag.apse2.pure.cloud
  • netdiag.aps1.pure.cloud
  • netdiag.ape1.pure.cloud

These tests are for guidance purposes only and are intended for network and firewall experts.

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

nc -v netdiag.use1.pure.cloud 3478

(Run this command 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 response will include the following:

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 command 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 command from the 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 command from the 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

 

STUN WebRTC Client

52.129.96.0/20

169.150.104.0/21

164.152.64.0/22

tcp/3478
udp/3478
Identifies the public IP address of the WebRTC Client.
Media WebRTC Client

52.129.96.0/20

169.150.104.0/21

164.152.64.0/22

udp/16384-32768 Media sent to Genesys Cloud TURN or media services.

Services

 

Source

 

Destination address

 

Destination transport

protocol/port

Description

 

Signaling Hardware Phone

52.129.96.0/20

169.150.104.0/21

164.152.64.0/22

tcp/8061 SIP signaling between the hardware phone and cloud platform SIP services.
Media Hardware Phone

52.129.96.0/20

169.150.104.0/21

164.152.64.0/22

udp/16384-32768 Media sent to Genesys Cloud media services.

Services

 

Source

 

Destination address

 

Destination transport

protocol/port

Description

 

Media Customer’s Carrier or PBX Device

52.129.96.0/20

169.150.104.0/21

164.152.64.0/22

udp/16384-32768 Media sent to Genesys Cloud media services.

Services

 

Source

 

Destination address

 

Destination transport

protocol/port

Description

 

STUN Genesys Cloud Client

52.129.96.0/20

169.150.104.0/21

164.152.64.0/22

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

169.150.104.0/21

164.152.64.0/22

udp/16384-32768 Media sent to Genesys Cloud TURN or media services.

Services

 

Source

 

Destination address

 

Destination transport

protocol/port

Description

 

WebRTC Signaling BYOC Premises Edge Appliance

52.129.96.0/20

169.150.104.0/21

164.152.64.0/22

tcp/5061 Control plane signaling between the Edge device and cloud XMPP Gateway.
WebRTC TURN BYOC Premises Edge Appliance

52.129.96.0/20

169.150.104.0/21

164.152.64.0/22

udp/16384-32768 Media sent to Genesys Cloud TURN services.
WebRTC STUN BYOC Premises Edge Appliance

52.129.96.0/20

169.150.104.0/21

164.152.64.0/22

tcp/3478
udp/3478
Used to identify a public IP address of the Edge device.

Feature coming soon

Services

 

Source

 

Destination address

 

Destination transport

protocol/port

Description

 

REST APIs Consumers of the Genesys Cloud public REST and notification APIs

164.152.64.0/22

169.150.110.0/24 and 
169.150.111.0/24

tcp/443 REST API calls sent to Genesys Cloud.

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 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.

AWS Direct Connect and 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 or 169.150.104.0/21), which includes anything greater than or equal to /20 or 21. 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 or 169.150.104.0/21), which includes anything greater than or equal to /20 or 21. For example, AWS may segment the block into /21’s, /22’s, /23’s, /24’s, and so on.
    • Direct Connect customers who need to filter region specific Genesys Cloud CIDRs should use prefix-lists and community tags. The prefix-list for 52.129.96.0/20 should allow /20 and any prefix less than /32, and the prefix-list for 169.150.104.0/21 should allow /21 and anything less than /32. The community tag set by AWS for region specific prefixes is 7224:8100. To verify the correct community tag, see AWS Routing policies and BGP communities. By using both of these filtering techniques, customers can automatically accept regional Genesys Cloud CIDRs.

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

Direct Connect example

Note: This example’s region CIDR allocation may not match what is actually advertised.

For this example, suppose that the Direct Connect circuit terminates into us-east-1 and AWS is advertising a Genesys prefix of 169.150.106.0/24 out of the us-east-1 region and 169.150.107.0/24 out of the us-west-2 region. The Direct Connect customer receives both advertisements on their us-east-1 circuit.

To filter these networks and prefer, or accept, the 169.150.106.0/24 prefix, the customer uses a prefix-list and community tag. The prefix-list should allow 169.150.104.0/21 and include any prefix less than /32. The community tag match would be for 7224:8100.

In this case, the community tag is a unique identifier for a region’s route advertisements from AWS. The community tag set by AWS allows a customer to differentiate routes from region, continent, or global. Therefore, the applied filters would cause the us-east-1 prefix, 169.150.106.0/24, to be matched on the Direct Connect circuit in us-east-1. The us-west-2 prefix, 169.150.107.0/24, would not be matched and could be dropped or set as a least preferred path.

Date

Revision

February 15, 2023
  • Changed region name prefix from EU to Europe to better line up with AWS documentation.
  • Added new satellite regions to table with Coming soon flags.
December 14, 2022 Added the Direct Connect example to the AWS Direct Connect and routing specific information section.
December 7, 2022
  • Added Netdiag commands to the Readiness check section for ape1 (Hong Kong) and euw3 (Paris).
  • Added details about prefix-lists and community tags to the AWS Direct Connect and routing specific information section.
October 19, 2022

Added details, where appropriate, to the entire article about the CIDR IP address expansion. This expansion includes additional CIDR IP address ranges for generally available Core and Satellite regions and the FedRAMP region (US-East 2 (Ohio)).

July 27, 2022

South America (Sao Paulo) promoted to a core region.

March 23, 2022

Added US East 2 (Ohio) region

September 1, 2021

Added legend to AWS regions table

Added Africa (Cape Town) / af-south-1 satellite region 

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 platform 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.