Genesys Cloud System Status

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CIDR IP Address Range for Cloud Media Services Change: Americas (US East) and EMEA (London)
Scheduled Maintenance Report for Genesys Cloud
The scheduled maintenance has been completed.
Posted Apr 19, 2021 - 03:00 EDT
In progress
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted Apr 16, 2021 - 22:02 EDT
On April 16, 2021, Genesys will implement the CIDR IP address range for cloud media services change for Americas (US East), and EMEA (London) beginning at 11pm for the region.

The target cutover date for Americas (Canada), EMEA (Frankfurt), EMEA (Dublin), Asia Pacific (Sydney), and Asia Pacific (Tokyo) is now April 30, 2021. Genesys now provides customers with more details and updated information, including a set of testing procedures, to evaluate what you must do to incorporate the /20 CIDR block of IP addresses for our public-facing cloud media services into your firewall’s allowlist before the cutover date. For more information, visit

The change will require a cycle of all WebRTC, Polycom stations for Genesys Cloud Voice to include BYOC, ACD Screen Recording, and Video Chat to start passing traffic to the new IPs. Customers who experience issues should check their firewall. Customers who have NOT implemented the firewall rules should contact their network administrator immediately to avoid service disruption.
Posted Apr 14, 2021 - 16:31 EDT
This scheduled maintenance affected: Platform (Americas (US East), EMEA (London)).