Use the Force TURN feature

  • Telephony > Plugin > All permission
  • Any of the following Billing permissions:
    • Billing > All Permissions
    • Billing > Subscription > Add
    • Billing > Subscription > View

The Force TURN feature is designed to reduce the number of open outbound ports on your firewall needed for Genesys Cloud’s WebRTC client implementation.

Note: The Force TURN feature and the Geo-Lookup TURN feature work together to optimize the Genesys TURN services. For more information, see Do the Geo-Lookup TURN feature and the Force TURN feature work together?

Amazon/AWS sets aside a pool of public IP addresses for each region that it supports. Genesys Cloud service instances in each of these regions are assigned IP address from those pools. For security and scalability reasons, Amazon/AWS can add or remove Genesys Cloud service instances at any given time. When addition or removal occurs, Amazon/AWS reassigns IP addresses to those service instances from the respective pools.

The Force TURN feature is designed to narrow down the field to a dedicated pool of IP addresses set aside for Genesys Cloud’s WebRTC implementation. This process means that all WebRTC phones only use that dedicated pool of IP addresses to make outbound calls.

Add the Force TURN feature to your Genesys Cloud subscription

  1. Click Admin.
  2. Under Account settings, click Genesys Add Ons
  3. On the Genesys Add Ons page, locate the Genesys Cloud Static WebRTC TURN tile, and click Activate.
  4. In the Activate dialog box, click the I accept the Genesys Terms of Service check box.
  5. Click Activate.

While Genesys Cloud sets up your service and updates your billing, a progress spinner appears. When the process completes, you can enable the Force TURN feature.

Enable the Force TURN feature

You can enable the Force TURN feature in the WebRTC base settings or a WebRTC phone setting. The Force TURN appears in the Media section of the WebRTC configuration. For more information, see Configure the Genesys Cloud WebRTC phone

Note: After you enable the Force TURN feature, you will have to instruct your agents using WebRTC phones to log out and then log back in to Genesys Cloud before their WebRTC phone will recognize the Force TURN feature.

Add the IP addresses for your region or satellite region to your allowlist

After you enable the Force TURN feature, you must add the dedicated IP addresses for your region or satellite region to your firewall’s allowlist.



Asia Pacific


Date Revision
March 31, 2021

Asia Pacific South (Mumbai) / ap-south-1 promoted to a core region.

February 10, 2021

Added IP addresses for new satellite regions:

  • South America (Sao Paulo) / sa-east-1
  • Asia Pacific South (Mumbai) / ap-south-1
October 21, 2020

Removed the effective date notification. The 17 new IP addresses are now active. There are now 26 IP addresses per region dedicated to the Force TURN feature

September 16, 2020

Decreased the monthly recurring charge to $0.00 USD

Removed the Pricing section from the article.

September 9, 2020 Added 17 new IP addresses to the existing pool of IP addresses per region dedicated to the Force TURN feature. The new IP addresses are not yet active and are marked with an effective date of October 21. They will be active on October 21, 2020.
July 1, 2020 Added article describing Force TURN feature and that it carries a monthly recurring charge of $0.79 USD per WebRTC phone per month.