Genesys strongly recommends that the Edges sit behind a NAT that follows the current Internet best practice for UDP as defined in RFC4787.

Genesys Cloud requires the NAT to provide “endpoint-independent mapping” behavior. If both peers of a WebRTC media session sit behind NATs that do not provide endpoint-independent mapping behavior, the media traffic often requires a relay through a TURN server. Relay through a TURN server results in increased latency and impairs the WebRTC user experience.