Why is the Geo-Lookup TURN feature accessing a TURN server in a region other than the one geographically closest to my Agent?

In most cases, Genesys Cloud will access a TURN server in the nearest AWS region. However, there may be situations where accessing a TURN server in the nearest AWS region has a higher latency than a TURN server in another region. To provide the best connection, Genesys Cloud will choose to access the TURN server with a low latency.

Note: Genesys recommends allowing firewall access to our full CIDR block and all of the IP addresses and regions listed in the Force Turn article to avoid disruption when latency and geographical paths differ.