Force the Relay/TURN Behavior

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Genesys Cloud provides TURN services through Genesys-owned CIDR ranges to enable real-time media streaming and WebRTC capabilities across global regions. The Force Relay/TURN Behavior feature forces WebRTC ICE negotiation to TURN candidates, reducing negotiation time but potentially reducing resiliency by routing RTP streams through relay services. To implement this feature, customers must add specified CIDR block IP addresses (52.129.96.0/20, 169.150.104.0/21, 167.234.48.0/20, 136.245.64.0/18) to their firewall allowlist to prevent service disruptions. The feature can be enabled in WebRTC base settings or individual phone configurations within the Media section, with agents required to log out and back in to recognize changes. STUN requests are also directed to these CIDR addresses as part of the feature's design. After enabling TURN Behavior, administrators can configure media regions globally to specify which regions Genesys Cloud uses for calls requiring TURN services. Required permissions include Telephony > Plugin > All permissions and specific Billing permissions. Recent infrastructure expansions have significantly enhanced Genesys Cloud's geographic footprint and capabilities. The platform consolidated TURN services to Genesys-owned IP addresses and expanded the media RTP port range to udp/16384-65535 across all regions. New core regions were added in Europe (Zurich), Middle East (UAE), and Asia Pacific (Osaka), while satellite regions were established in Europe (Paris), Asia Pacific (Jakarta, Hong Kong, and Singapore), South America (São Paulo), and Africa (Cape Town). Regional promotions elevated Asia Pacific South (Mumbai) and South America (São Paulo) to core region status. The Force TURN feature, renamed TURN Behavior in 2023, manages WebRTC phone connectivity with dedicated IP addresses per region and was made free of charge in September 2020. These infrastructure updates require firewall configuration adjustments detailed in commercial and FedRAMP 2023 CIDR expansion notifications.

PrerequisitesClick to expand

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:

Revision historyClick to expand

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 2024 Genesys CIDR expansion and firewall requirements notification – commercial 2024 Genesys CIDR expansion and firewall requirements notification – FedRAMP
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.

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