Genesys Cloud – IP address range expansion and firewall allowlist requirements

In a future release, Genesys Cloud will expand the public IP address ranges that Genesys Cloud services can use. Organizations that restrict Genesys Cloud traffic using firewall allowlists must add the new IP address ranges to their firewall configuration before Genesys Cloud begins using the new addresses.

After Genesys Cloud begins using the new IP addresses, some requests that Genesys Cloud sends to customer networks may originate from these addresses. Organizations that do not add the new ranges to applicable firewall allowlists may experience failures for features or integrations that depend on traffic from those addresses.

Customers have approximately six months from the publication of this announcement to make the required firewall changes.

What’s changing

Genesys Cloud is expanding its network address space to support continued platform growth. As part of this expansion, affected services have an additional /27 CIDR block in the Genesys Cloud IP ranges API alongside their existing /32 addresses. 

Customers must add the new /27 ranges for applicable services to their firewall allowlists. Do not remove the existing IP address ranges – Genesys Cloud can send requests from both the existing and new ranges. 

Why this matters

Genesys Cloud is expanding its network footprint to provide additional IP address capacity as the platform grows. The additional address space helps Genesys Cloud continue to support existing and future services without exhausting available network capacity. 

Updating firewall allowlists before Genesys Cloud begins using the new addresses helps prevent customer firewalls from blocking Genesys Cloud traffic from the expanded ranges.

What you need to do

Before the expantion:

• Identify the Genesys Cloud services for which your organization has configured public IP address allowlists.
• Use GET /api/v2/ipranges to retrieve the current IP address ranges for those services.
• Add the new /27 CIDR blocks to the appropriate firewall allowlists.
• Keep the existing IP address ranges in your allowlists – do not replace them with the new ranges. 

For more information, see IP addresses for the firewall allowlist.

What happens if I don’t make the change?

After Genesys Cloud begins using the new IP address ranges, firewalls that do not allow traffic from those addresses may block Genesys Cloud requests. As a result, affected features or integrations may not function as expected. 

Additional information

For more information, see IP addresses for the firewall allowlist.