Use the Force TURN Behavior feature

IMMEDIATE ACTION REQUIRED: To ensure the business continuity of your Genesys Cloud organization, read the entire 2024 Genesys CIDR expansion and firewall requirements notification article and then run all applicable tests to confirm your organization’s readiness for the new CIDR IP address range and the RTP port expansion.

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

The Force TURN setting can be used to limit the WebRTC ICE negotiation process to the relay/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 Force TURN Behavior feature

You can enable the Force TURN Behavior feature in the WebRTC base settings or a WebRTC phone setting. The Force 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 Force 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 Force TURN Behavior feature.

STUN 

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

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

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

Americas

23.22.245.197

3.221.192.157

3.225.252.195

3.225.56.63

3.225.69.209

3.227.44.91

3.228.114.246

3.228.129.87

3.228.99.198

18.204.68.60

184.72.213.130

34.194.127.180

34.195.23.16

34.237.17.92

35.153.214.243

50.19.234.212

52.204.182.157

54.145.69.119

54.156.140.125

54.157.110.161

54.157.113.189

54.157.208.42

54.159.219.26

54.205.172.77

54.83.51.135

72.44.32.33

Ohio TURN services run on IP addresses from the Genesys owned CIDR ranges. See Cloud media services CIDR IP address range for a list of Genesys CIDR ranges to add to your allowlist for media services, including TURN.

18.236.31.89

34.212.56.45

35.161.175.86

35.167.147.84

35.167.76.107

52.34.102.171

52.38.166.31

52.89.6.34

54.189.228.5

34.209.224.4

35.155.16.65

44.225.76.74

44.229.154.34

44.232.242.208

44.233.163.149

44.234.212.66

44.235.150.254

44.235.34.47

44.235.47.125

52.27.159.154

52.34.77.4

52.41.222.24

52.41.226.162

54.184.17.250

54.185.34.82

54.185.73.3

15.222.232.31

15.222.56.155

15.223.10.196

52.60.102.211

52.60.158.181

52.60.222.193

52.60.47.203

99.79.120.196

99.79.172.29

15.222.110.151

15.222.176.171

15.223.55.219

15.223.96.52

15.223.98.205

3.96.110.106

3.96.182.45

3.96.235.225

3.96.5.197

3.96.75.150

3.96.82.251

3.96.83.218

3.96.95.76

3.96.98.22

35.182.76.44

35.183.237.26

52.60.95.225

18.228.52.27

18.229.197.78

18.229.216.101

18.230.18.99

18.230.19.105

18.230.87.174

52.67.252.134

54.207.137.74

54.207.200.4

54.207.215.4

54.207.242.128

54.232.22.58

54.94.12.238

54.94.48.106

54.94.72.31

54.94.75.204

54.94.89.181

54.94.104.93

54.94.126.80

54.94.184.101

177.71.130.129

177.71.149.228

177.71.157.16

177.71.164.225

177.71.234.182

177.71.250.71

Europe

18.184.26.116

18.195.91.57

3.121.246.129

3.123.126.103

3.123.136.77

3.123.148.22

3.123.173.71

3.123.180.116

35.158.84.35

18.156.63.114

18.157.204.93

18.158.146.226

18.158.230.187

18.158.234.11

18.158.75.216

18.159.125.1

18.159.189.125

18.159.191.17

18.159.236.53

18.159.245.222

18.159.255.208

18.159.65.69

3.125.60.88

35.156.66.125

54.93.123.155

54.93.139.159

18.203.242.145

3.248.126.112

3.248.142.230

52.16.87.67

52.19.13.129

52.19.130.113

52.212.227.20

52.212.43.54

52.214.93.140

176.34.208.3

34.252.201.165

52.210.57.124

54.155.134.50

54.155.167.10

54.155.177.112

54.155.182.157

54.155.9.169

54.195.67.6

54.216.20.248

54.220.127.255

54.220.219.138

54.73.137.0

54.73.28.112

54.74.135.18

54.75.172.43

99.80.243.125

3.11.18.96

3.11.229.167

3.11.237.22

3.9.154.136

3.9.6.255

35.177.160.198

35.179.19.27

35.179.25.145

35.179.25.38

18.132.180.228

18.132.238.188

18.132.94.197

18.133.177.80

18.133.199.74

18.133.213.43

18.133.52.67

18.133.66.34

3.10.89.74

3.11.252.25

3.9.250.226

35.178.113.174

35.178.240.14

35.179.13.169

35.179.22.56

35.179.28.9

52.56.104.154

Zurich TURN services run on IP addresses from the Genesys owned CIDR ranges. See Cloud media services CIDR IP address range for a list of Genesys CIDR ranges to add to your allowlist for media services, including TURN.

13.36.112.63

13.36.62.202

13.37.152.212

13.37.196.12

13.38.182.174

13.38.197.214

13.39.42.66

13.39.52.149

13.39.59.7

15.188.172.115

15.236.107.99

15.236.172.180

15.236.196.160

15.236.50.212

15.237.80.85

35.181.129.92

35.181.139.127

35.181.156.138

35.181.27.92

35.181.33.185

35.181.70.4

35.181.75.31

52.47.114.21

52.47.202.151

52.47.93.81

52.47.97.98

Asia Pacific

13.112.127.241

13.112.5.92

13.113.105.10

3.112.167.242

3.113.79.207

3.114.111.150

3.115.37.40

52.194.67.112

54.95.193.222

13.112.65.68

175.41.208.140

18.176.68.198

18.178.130.202

18.178.48.219

18.180.224.133

54.150.132.3

54.150.59.228

54.168.183.0

54.168.183.169

54.178.108.77

54.178.68.206

54.199.42.233

54.199.78.179

54.199.83.125

54.199.89.37

54.248.7.29

13.124.225.94

13.209.232.190

13.209.46.136

13.209.53.46

15.164.72.204

15.165.2.100

52.79.159.251

54.180.169.19

54.180.174.225

54.180.4.103

13.210.186.126

13.236.233.40

13.239.165.63

13.239.70.89

13.239.88.107

3.105.112.125

3.105.93.248

3.105.99.137

3.106.96.98

3.24.28.194

3.35.68.89

52.63.115.45

52.63.217.207

52.63.44.6

52.65.67.202

54.206.226.150

54.253.151.181

54.253.20.147

13.236.254.107

13.238.2.70

13.55.112.152

13.55.171.90

13.55.37.235

3.106.48.241

52.64.21.166

54.252.211.4

54.66.166.13

13.210.186.126

13.236.233.40

13.239.165.63

13.239.70.89

13.239.88.107

3.105.112.125

3.105.93.248

3.105.99.137

3.106.96.98

3.24.28.194

52.63.115.45

52.63.217.207

52.63.44.6

52.65.67.202

54.206.226.150

54.253.151.181

54.253.20.147

3.6.69.49

3.6.159.65

3.7.183.236

13.126.40.166

13.126.53.195

13.127.156.230

13.234.71.201

13.235.129.144

13.235.164.191

13.235.196.254

13.235.203.233

13.235.225.12

13.235.225.29

15.207.74.84

15.207.92.115

15.207.130.26

15.207.133.240

15.207.147.107

15.207.174.241

15.207.179.158

15.207.184.94

15.207.195.239

15.207.207.75

15.207.216.226

35.154.0.15

52.66.192.70

Osaka TURN services run on IP addresses from the Genesys owned CIDR ranges. See Cloud media services CIDR IP address range for a list of Genesys CIDR ranges to add to your allowlist for media services, including TURN.

108.136.155.126

108.136.177.215

108.136.183.20

108.136.98.96

108.137.115.219

108.137.128.92

108.137.136.169

108.137.148.107

108.137.151.95

108.137.160.231

108.137.165.45

108.137.167.18

108.137.178.57

108.137.182.24

108.137.188.30

108.137.188.71

108.137.57.135

108.137.63.191

43.218.15.218

43.218.19.107

43.218.2.164

43.218.20.238

43.218.21.239

43.218.22.124

43.218.3.252

43.218.5.199

Singapore TURN services run on IP addresses from the Genesys owned CIDR ranges. See Cloud media services CIDR IP address range for a list of Genesys CIDR ranges to add to your allowlist for media services, including TURN.

16.162.199.234

16.162.213.252

16.162.215.54

16.162.224.7

16.162.229.206

16.162.63.204

16.162.99.104

16.163.13.78

16.163.184.111

16.163.77.48

16.163.87.74

18.162.212.60

18.162.240.249

18.162.241.15

18.163.11.236

18.166.179.252

18.166.219.78

18.166.222.196

18.166.48.57

18.167.176.206

18.167.239.51

18.167.242.82

18.167.6.231

18.167.63.188

18.167.70.247

18.167.87.246

Africa

13.244.148.117

13.244.160.14

13.244.185.209

13.244.188.111

13.244.189.36

13.244.236.219

13.244.84.122

13.245.119.153

13.245.133.57

13.245.148.15

13.245.152.57

13.245.169.152

13.245.175.13

13.245.175.197

13.245.176.83

13.245.184.197

13.245.186.53

13.245.188.103

13.245.190.5

13.245.22.192

13.245.24.211

13.245.26.247

13.245.39.0

13.245.85.245

13.245.88.49

13.245.97.207

Middle East

UAE TURN services run on IP addresses from the Genesys owned CIDR ranges. See Cloud media services CIDR IP address range for a list of Genesys CIDR ranges to add to your allowlist for media services, including TURN.

 

Modified date
(YYYY-MM-DD)		 Revision
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.