Genesys Cloud System Status

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CIDR IP Address Range for Cloud Media Services Change: Americas (US West)
Scheduled Maintenance Report for Genesys Cloud
The scheduled maintenance has been completed.
Posted Apr 04, 2021 - 23:00 EDT
In progress
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted Apr 02, 2021 - 23:00 EDT
On April 2, 2021, Genesys will implement the CIDR IP address range for cloud media services change as planned for the US West region only. 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 allow list before the cutover date. For more information, visit

All other regions will take place April 16th, 2021.

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 Mar 30, 2021 - 07:56 EDT
This scheduled maintenance affected: Screen Share (Americas (US West)), Co-Browse (Americas (US West)), and GenesysCloud Soft Phone (Americas (US West)).