Genesys Cloud – 2024 Genesys CIDR expansion and firewall requirements notification – commercial

Description

Genesys purchased an additional /18 CIDR block of IP addresses for Genesys Cloud public-facing media services. These addresses supplement existing regions and cover growth in future regions. This announcement serves notice that customers must configure their firewalls to allow access to the new CIDR IP addresses now. This action ensures that the organization is ready for the cutover to the new CIDR ranges on the effective date.

1. The new range is (136.245.64.0/18)
2. On the effective date, Genesys Cloud’s media services will also fully migrate Africa (Cape Town), and Asia Pacific (Jakarta) to the Genesys-owned CIDR addresses. Genesys Cloud’s cloud media services will be fully migrated to Genesys-owned CIDR ranges in all supported regions. For more information, see Cloud media services CIDR IP address range.
3. On the effective date, Genesys Cloud will also expand the Media RTP port range from udp/16384-32768 to udp/16384-65535.
4. Genesys will also move all Force TURN services from its current static IP address to Genesys owned CIDR addresses.

Watch the video

In addition to the content in this article, Genesys has prepared the accompanying video that describes the CIDR expansion updates and the steps you need to perform if you’re impacted by the change. While this video provides a nice introduction to the CIDR expansion and shows examples of the tests, Genesys recommends that you read the entire article. Do not rely solely on the video.

What does this mean?

1. Genesys Cloud will expand the range of Genesys-owned IP addresses for use in media services.
2. In addition to the new address range, Genesys will move the Jakarta, and Cape Town regions from AWS-owned IPs to the Genesys ranges. Affected customers must allow connections to the new range (136.245.64.0/18), in addition to the existing Genesys CIDR ranges.
3. Genesys is expanding the Media RTP port range from udp/16384-32768 to udp/16384-65535. Customers must ensure outbound connections are allowed to the expanded RTP range as well as the corresponding ingress response traffic.
4. Genesys cloud Force TURN services will move from Amazon-owned IP addresses to Genesys Cloud-owned CIDR IP addresses.

Am I affected?

The following customers are affected:

1. Customers who use firewall policies to restrict outbound connections from Genesys Cloud clients, phones, and Edge devices are affected. Network administrators can view detailed information about affected services, addresses, and ports, and perform the self-readiness checks. For more information, see Cloud media services CIDR IP address range.
2. Customers who operate organizations based out of Africa (Cape Town), Asia Pacific (Jakarta), or any customers who use these regions via Global Media Fabric and use firewall policies to restrict outbound connections from Genesys Cloud clients, phones, and Edge devices will be affected.
3. Customers who use Genesys Cloud for voice interactions, video, and screen recordings are affected.
4. Customers using firewall policies to restrict outbound connections from Genesys Cloud WebRTC clients that have Force TURN enabled are affected.

What do I need to do to prepare for this expansion?

If any of the items mentioned in the A, B, C, or D bullet points in any of the sections above apply to your Genesys Cloud organization, then you need to take these steps to prepare for the Genesys CIDR expansion.

1. Update your firewall allowlist by adding the new CIDR block of IP addresses (136.245.64.0/18) to the existing list of previously announced Genesys CIDR blocks. 
2. Ensure outbound connections are allowed to the full RTP port range (16384-65535) as well as the corresponding ingress response traffic.
3. All Force TURN documentation is based on IP address. In the event that you are doing any advanced filtering based on DNS name, note that the Force Turn IPs now resolve turn.x.x.x and not turn-premium.x.x.x.

The following sections contains tests that allow you to confirm your organization's readiness for the new CIDR IP address range and the RTP port expansion. Genesys recommends that you run the tests for each Genesys Cloud feature that your organization uses. 

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What if I need help or have questions?

Contact your Genesys Technical Account Manager or your Customer Success Manager. You can also contact My Support.