Genesys Cloud System Status

Normal Operations
Degraded Operations
Partial Outage
Outage
Under Maintenance

Genesys Cloud CIDR Update – Commercial Region Rollout Schedule

Scheduled Maintenance Report for Genesys Cloud

Completed

All CIDR cutover operations successful for :
· APAC: Hong Kong, Seoul, Singapore, Mumbai
· EMEA: Paris, London, Ireland, Zurich, Frankfurt
· AFS: Cape Town*
· APSE: Jakarta*
· MEA: UAE
*Note: Cape Town and Jakarta will receive updates in both windows to complete the full transition.

Customers who experience issues should check their firewall, refresh WebRTC clients, and cycle managed hardware phones for GCV and BYOC Cloud. Customers who have not implemented the firewall rules should contact their network administrator immediately to avoid service disruption.

For more information, visit https://help.mypurecloud.com/announcements/2024-genesys-cidr-expansion-commercial/

Reminder --- Wave 2 begins Saturday May 10 for:
· AFS: Cape Town*
· APSE: Jakarta*
· APAC: Tokyo, Osaka, Sydney
· AMER: Canada, Sao Paulo, US East, US West
Posted May 03, 2025 - 22:54 EDT

In progress

Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted May 03, 2025 - 00:00 EDT

Scheduled

As previously announced on May 27, 2024, Genesys Cloud’s commercial region media services will undergo scheduled maintenance to:

· Add new IP ranges to the Genesys CIDR blocks
· Migrate AFS1 (Cape Town) and APSE3 (Jakarta) to the Genesys CIDR
· Expand the RTP port range
· Transition Force TURN services from AWS-owned addresses to TURN services hosted on Genesys CIDR addresses

These changes will be implemented beginning off-peak hours for each region across two scheduled maintenance windows:

Wave 1 – May 3, 2025:

Regions:

· APAC: Hong Kong, Seoul, Singapore, Mumbai
· EMEA: Paris, London, Ireland, Zurich, Frankfurt
· AFS: Cape Town*
· APSE: Jakarta*
· MEA: UAE

Wave 2 – May 10, 2025:

Regions:

· AFS: Cape Town*
· APSE: Jakarta*
· APAC: Tokyo, Osaka, Sydney
· AMER: Canada, Sao Paulo, US East, US West
*Note: Cape Town and Jakarta will receive updates in both windows to complete the full transition.

Customers who experience issues should check their firewall, refresh WebRTC clients, and cycle managed hardware phones for GCV and BYOC Cloud. Customers who have not implemented the firewall rules should contact their network administrator immediately to avoid service disruption.

For more information, visit https://help.mypurecloud.com/announcements/2024-genesys-cidr-expansion-commercial/

Updates will be provided to this notification at 9am ET on Sunday, May 4.
Posted Apr 26, 2025 - 09:24 EDT
This scheduled maintenance affected: Platform (Americas (Sao Paulo), Americas (US East), Americas (US West), Americas (Canada), Asia Pacific (Mumbai), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), EMEA (Dublin), EMEA (Frankfurt), EMEA (London), FedRAMP, EMEA (Zurich), EMEA (UAE), Asia Pacific (Osaka)).