Force the Relay/TURN Behavior

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

The Relay/TURN Behavior feature can be used to force the WebRTC ICE negotiation process to the TURN candidate. This cuts down on negotiation time, but reduces resiliency and forces the RTP streams through a relay service when it might not be necessary.

Enable the Relay/TURN Behavior 

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

Note: After you enable the Relay/TURN Behavior 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 Relay/TURN Behavior feature.

STUN 

Once you enable Relay/TURN Behavior and add the CIDR IP addresses to your firewall’s allowlist, you may notice that STUN requests are also directed to these CIDR IP addresses. This is expected as it is a part of the Relay/TURN Behavior feature’s design.

Add the CIDR block IP addresses to your allowlist

After you enable the Relay/TURN Behavior feature, you must add the full set of CIDR block IP addresses to your existing firewall allowlist in order for Genesys Cloud to function properly.

  • 52.129.96.0/20
  • 169.150.104.0/21
  • 167.234.48.0/20
  • 136.245.64.0/18
Warning: If you don’t add the full set of CIDR block IP addresses to your existing firewall allowlist, you will encounter service disruptions due to inability to reach Genesys Cloud services.

For more information, see Cloud media services CIDR IP address range.

Configure the media region 

Once you enable the Relay/TURN Behavior feature, you can specify which media regions are close to you on a global scale. You can then specify how you want Genesys Cloud to choose which media region to use for the Relay/TURN Behavior for calls requiring TURN services.

You can enable the Relay/TURN Behavior feature in the Media section of the Site configuration page. For more information, see Configure your site for Global Media Fabric. Configuring the media region is also described the the following articles:

 

Modified date
(YYYY-MM-DD)		 Revision
2025-07-08

Removed the dedicated, region specific, IP addresses for TURN services. All TURN services now run on IP addresses from the Genesys owned CIDR Block ranges.

Updated the title and reorganized the article .
2025-05-19

Media RTP port range expansion from udp/16384-32768 to udp/16384-65535.
2024-08-26

CIDR for FedRAMP released. Removed Coming soon flags.
2024-05-27

Added the following Coming soon announcements:

  • RTP UDP port expansion (All regions) 16384–32768 to 16384–65535
  • Force TURN IP migration (All regions) from static list to Genesys Cloud CIDR

For more information, see
2023-12-06

Added three new core regions: Europe (Zurich), Middle East (UAE), Asia Pacific (Osaka), and one satellite  region: Asia Pacific (Singapore).
2023-06-28

Updated the name of the feature from Force TURN to TURN Behavior.
2023-03-01

The three new satellite regions: Europe (Paris), Asia Pacific (Jakarta), and Asia Pacific (Hong Kong) are available.
2023-02-15

Added three new satellite regions: Europe (Paris), Asia Pacific (Jakarta), and Asia Pacific (Hong Kong) and flagged them as Coming soon.
2022-08-10

South America (Sao Paulo) promoted to a core region.
2022-03-23

Added US East 2 (Ohio) region for consistency even though it is not applicable.
2021-09-01

Added IP addresses for new satellite region: Africa (Cape Town) / af-south-1.
2021-03-31

Asia Pacific South (Mumbai) / ap-south-1 promoted to a core region.
2021-02-10

Added IP addresses for new satellite regions:

  • South America (Sao Paulo) / sa-east-1
  • Asia Pacific South (Mumbai) / ap-south-1
2020-10-21

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
2020-09-16

Decreased the monthly recurring charge to $0.00 USD

Removed the Pricing section from the article.
2020-09-09

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.
2020-07-01

Added article describing Force TURN feature and that it carries a monthly recurring charge of $0.79 USD per WebRTC phone per month.