2024 Genesys CIDR expansion and firewall requirements notification

Genesys previously announced that, during the week of December 7, 2024, Genesys would migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services. Genesys postponed that date to February 1, 2025. These addresses supplement existing regions and cover growth in future regions. The new IP range is 136.245.64.0/18. Additionally, Genesys will expand the RTP port range and move the Force TURN IP addresses to the new Genesys CIDR block.

Administrators can now automate operations for SMS and email campaigns using campaign rules, including conditions and actions. This enhancement enables campaign rules to operate simultaneously across digital (SMS and email) and voice campaigns and streamlines campaign management. Also Change Campaign Template and Set Campaign Messages Per Minute actions are now available for digital campaigns. These actions provide greater flexibility and control over digital channel operations.

Genesys Cloud native voice transcription in English now more accurately adds capitalization, periods, question marks, and commas where applicable, as well as shows spoken numbers as digits int he transcription. This improvement enhances transcript readability and does not impact sentiment analysis, topic spotting, or content search performance.

Programs, topics, and phrases support is now available for Hindi (hi-IN).

Administrators can now ensure that event cards in journey management persist in the same order as they were constructed, even after the journey is calculated, saved, or retrieved later. This enhancement provides a clear and logical sequence for viewing results in journeys with multiple paths and simplifies the management and review of large, complex journeys that contain up to 20 branches. The event card order remains consistent, which helps users better understand and analyze journey outcomes.

Administrators can now add or edit descriptions for Collaborate chat rooms, which enables room owners to provide more context and information about the room's purpose. A chat room description helps participants understand the role of the chat room and the intended focus beyond the title. This enhancement reflects feedback from users and internal teams who requested alignment with the capabilities of other chat platforms.

Genesys improved the accuracy of short-term, deferred workload predictions in the workforce management deferred work algorithm. The updated algorithm more effectively considers the timing of when deferred work is performed, which leads to better workload distribution predictions. These improvements help workforce management administrators and schedulers plan with greater confidence and precision, reduce potential inefficiencies, and align workload estimates more closely with real-world conditions.