Customer network readiness

AI-generated summary

Genesys Cloud requires comprehensive network infrastructure and environmental configurations to support voice and video communications across multiple deployment scenarios. Physical infrastructure must include Cat 5e or better network cables, Power over Ethernet switches for device power, and multiple Edge appliances distributed across separate power circuits for fault tolerance. Client systems require minimum technical specifications, and security services such as antivirus and firewalls must be configured to permit Genesys Cloud connectivity through allowlisting of specific ports, protocols, and destinations. SIP trunk connectivity demands provider support for specific features including out-of-band DTMF, fax pass-through, ANI, early media, hold functionality, 503 responses, and G.711 codec support. Organizations must verify provider compatibility and obtain carrier IP addresses for SIP and RTP traffic, implementing sequential trunk failover for multi-Edge deployments on SIP port 5060. Critical provider capabilities include QoS tagging preservation, call capacity specifications, authentication requirements, SIP header compatibility, and P-Asserted identity support. Internet connectivity requires reliable, fully diverse last-mile paths to carrier networks with firewall configurations permitting designated traffic. Private circuit WAN connectivity using MPLS or point-to-point connections should implement full diversity and Quality of Service prioritization. VPN connectivity is supported when all necessary ports and protocols are enabled. LAN connectivity for physical phones and Edge appliances requires matched speed and duplex settings, while WLAN deployments should utilize 802.11n or better hardware on the 5 GHz band with site surveys to identify coverage gaps. Bandwidth planning utilizes adaptive OPUS codec for WebRTC phones and select managed IP phones, requiring 32–128 Kbps bi-directional bandwidth per concurrent call, with non-OPUS phones requiring fixed bandwidth based on configured codec. SIP control traffic requires an additional 5% allocation of voice bandwidth, and screen recording requires 150–250 kbps per monitor. Network Quality of Service must be implemented across all devices handling voice or video traffic, utilizing three primary traffic types with designated DSCP values: voice traffic (RTP, DSCP 46), video traffic (RTP, DSCP 34), and signaling traffic (SIP, DSCP 24). Performance targets establish connectivity requirements including client connectivity with less than 1 second round-trip latency and less than 10% packet loss, edge connectivity with less than 300 ms round-trip latency and less than 5% packet loss, external phone calls with less than 150 ms one-way latency and less than 1% packet loss, and internal phone calls with less than 75 ms one-way latency and less than 1% packet loss on the same LAN as the Edge.

Make sure your company’s network is ready for voice and video by using the following checklist and guides.

Download our Customer Network Readiness checklist.

Physical environment requirements

Network cablingClick to expand

Power over Ethernet (PoE)Click to expand

To power your phones, you can buy network switches that support Power over Ethernet (PoE).To support the phones you intend to connect to each switch, make sure that your network switches have the needed power. You can find switch power information on the switch itself or on the manufacturer’s website.

Note: If you do not use PoE network gear, you need power adapters for any physical phones you use.

Appliance power sourceClick to expand

Facility environmentsClick to expand

Client and provider requirements

Client systems requirementsClick to expand

Client security requirementsClick to expand

Some companies install security services on users’ computers. These services include antivirus, firewalls, or intrusion protection. They can block your access to Genesys Cloud. For continued access to Genesys Cloud, we recommend that you directly allow Genesys Cloud connectivity.

You can use your device to allow Genesys Cloud. Your IT administrator can also allow Genesys Cloud connectivity. For a list of the common Genesys Cloud ports, protocols, and destinations see Ports and services.

SIP trunking requirementsClick to expand

Work with your SIP trunking provider to ensure that their features meet the following minimum requirements.
We also recommend that customers perform interoperability testing between their Edge and the SIP provider.

List IP addresses the carrier will use to source SIP and RTP traffic
Recommended SIP Options to each Edge Server for Trunk Failover

Functionality requirements

Out-of-Band DTMF (RFC2833)
Fax via g.711 pass-though
Inbound calls with and without ANI
Outbound calls with ANI
Early Media
Hold Support (re-invite to 0.0.0.0)
Incoming call forwarding
Always in Audio
Service unavailable (503 response from carrier)

SIP/RTP traffic requirements

Carrier must allow SIP and RTP traffic from your Edge Appliance IP Addresses
Sequential trunk failover is recommended for multi-Edge deployments
SIP port 5060 for all inbound/outbound SIP traffic
Recommended to use the G.711 Codec for voice traffic inbound and outbound between you and the carrier
SIP OPTION requests to primary Edge ONLY

Questions to ask about your SIP provider

Does your provider preserve QoS tagging on SIP and/or RTP traffic?
What is the maximum calls per second (CPS) that your provider supports on a trunk?
What is the maximum number of concurrent calls (CCP) that your provider supports on a trunk?
Does your provider support/require SIP authentication?
Does your provider have SIP header requirements for network access or billing?
What is the SIP provider’s inbound IP addresses?
Does your SIP provider require registration to their SIP trunk?
What is the inbound protocol the SIP provider is using (IE UDP / TCP / TLS)?
Does your SIP provider require a P-Asserted identity?
Does your SIP provider require outbound digest authentication?
Does your SIP provider support SIP diversion headers?

Connecting your network, clients, and appliances to Genesys Cloud

Internet connectivityClick to expand

Genesys Cloud requires a reliable Internet connection. Most Internet availability problems relate to the physical connection between your physical location and your carrier’s network. The industry refers to this connection as the “last mile.” If it is available at your physical location, we recommend that you work with your provider to have a “fully diverse” Internet connection. Diversity ensures that your Internet connectivity has multiple “last mile” paths to connect to different points on your Internet service provider’s network.

Note: Diversity and redundancy are different concepts in the carrier world.

Network firewalls and security devicesClick to expand

Wide Area Network (WAN)Click to expand

Private circuit connectivity

Many companies take advantage of private connectivity between their company offices. Private connectivity includes MPLS and point-to-point connections. When using private circuit connectivity for voice and video services, the physical connection between your physical company office and your carrier’s network is a critical component. The industry refers to this connection as the “last mile.”

If it is available at your physical location, we recommend that you work with your provider to have a “fully diverse” private circuit connection. Diversity ensures that your connectivity has multiple “last mile” paths to connect to different points on your provider’s network.

Company private circuit WAN connectivity typically has less network bandwidth than your local office network or LAN. If you plan to pass voice and video over these limited bandwidth circuits, we recommend that you enable Quality of Service (QoS) on them. QoS gives voice and video traffic a higher priority over other network traffic, ensuring a consistent experience for your users. You should work with your private circuit carrier to set up QoS on your circuits.

VPN Connectivity

Some companies take advantage of Virtual Private Network (VPN) connectivity between their company and remote worker offices. We support Genesys Cloud voice and video running over VPN connections. When using VPNs, make sure to allow all needed Genesys Cloud network ports and protocols on the VPN connections.

For a list of the common Genesys Cloud ports, protocols, and destinations, see Ports and services.

Local Area Network (LAN)Click to expand

Your LAN is where your physical phones and Edge appliances connect. Speed and duplex mismatches for devices connected to your LAN tend to cause problems with connectivity. Check your network ports and trunks to ensure that they are registering the correct speed and duplex based on the device they connect to. Typical LANs have a speed/duplex of “100/full” or “1000/full” for most of your connected devices.

Wireless Local Area Network (WLAN)Click to expand

When running Genesys Cloud real-time communications services over WLAN, we recommend using 802.11n or better wireless hardware. We also recommend operating your wireless network on the 5 GHz band to avoid interference of the signal.

Check your facility for “dead-spots” where the wireless signal is weak. To find “dead-spots,” you can take advantage of various Wi-Fi surveying tools available. Many network services companies can provide a professional site survey of your wireless network.

Get the best Genesys Cloud performance on your network

Network bandwidthClick to expand

To make sure that you have the bandwidth to support voice calls on your LAN and WAN consistently, use our network bandwidth calculator

The calculator requires your maximum concurrent calls from each site within each site group. Concurrent calls include both calls between your internal users and between outside parties. You can usually get this information from your existing telephony provider or legacy PBX.

Notes:

Genesys Cloud takes advantage of an adaptive voice codec called OPUS for voice traffic to agent WebRTC phones (and select managed desktop IP Phones). As OPUS is an adaptive codec, it automatically adjusts the sampling rates as network conditions vary. Our engineering team recommends that customers allocate 32– 128 Kbps of bi-directional network voice bandwidth per expected / supported concurrent call. The more network voice bandwidth allocated to calls, the higher the sampling rate, thus the higher the quality. For more information on OPUS support for different phones supported with Genesys Cloud, see Managed phones: models and features matrix.
If agents are using phones that do not support OPUS, then a fixed amount of bandwidth per call is required based on the configured codec for those phones (e.g., G.711, G.729, G.722, etc.). Refer to industry standard documentation on the required bandwidth for these codecs.
In addition, you must allocate bandwidth for SIP control traffic. We recommend that you allocate 5 % of the high voice bandwidth value for SIP.
A single screen recording typically requires 150-250 kbps. Screen resolution and the amount of on-screen movement affect the amount of bandwidth required.
Each additional monitor may multiply the amount of bandwidth required. For example, 4 monitors could require 4 times as much bandwidth.

Network Quality of Service (QoS)Click to expand

Prioritizing voice and video traffic

To ensure continued quality of your voice and video traffic, give that traffic a higher priority on your network devices than other network traffic. Complete this prioritization, also known as network Quality of Service (QoS), on every network device that handles voice or video traffic.

The network QoS process is different depending on the vendor and model of your network hardware. Refer to the manufacture’s documentation for your specific hardware setup.

For a list of the common Genesys Cloud ports, protocols, and destinations, see Ports and services.

Traffic description	Protocol	DSCP value
Voice traffic	RTP	46 (EF)
Video traffic	RTP	34 (AF41)
Signaling traffic	SIP	24 (CS3)

Performance target metricsClick to expand

Connection	Target metric
Client connectivity	Less than 1 second round-trip latency and less than 10% packet loss to Genesys Cloud.
Edge connectivity	Less than 300 ms round-trip latency and less than 5% packet loss to Genesys Cloud.
External phone calls	Less than 150 ms one-way latency, less than 1% packet loss, and less than 150 ms end-to-end between phone and Edge when phone is on WAN/Internet.
Internal phone calls	Less than 75 ms one-way latency, less than 1% packet loss, and less than 75 ms end-to-end between phone and Edge when phone is on same LAN as Edge .

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