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CIDR IP Address Range for Cloud Media Services Change
Scheduled Maintenance Report for Genesys Cloud
The scheduled maintenance has been completed.
Posted May 02, 2021 - 23:00 EDT
In progress
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted Apr 30, 2021 - 11:00 EDT
On April 30th, 2021, Genesys will implement the CIDR IP address range for cloud media services change for Americas (Canada), EMEA (Dublin), EMEA (Frankfurt), APAC (Tokyo), APAC (Sydney), and Sao Paulo (satellite region) beginning at 1am in each respective region as announced on Genesys Cloud Resource Center with all work completed by Sunday 11pm in each respective region.

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 30, 2021 - 08:26 EDT
This scheduled maintenance affected: Platform (Americas (Canada), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), EMEA (Dublin), EMEA (Frankfurt)).