2024 Genesys CIDR expansion and firewall requirements notification

During the week of October 28, 2024 Genesys will migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services. 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.

Genesys Cloud now uses Amazon CloudFront to serve most content stored in Amazon S3. Customers can update their firewall allowlist and replace Genesys Cloud *.s3 domain entries that allow *.s3.amazonaws.com, *.s3.{region}.amazonaws.com, and *.s3-{region}.amazonaws.com with

• prod*-inin-directory-service-profile.s3.*.amazonaws.com
• prod*-inin-directory-service-upload.s3.*.amazonaws.com
• prod*-inin-directory-service- static-client-resources.s3.*.amazonaws.com

Administrators can now create and deploy voice surveys that gather customer experience feedback after a voice interaction. Administrators can also view the results of these surveys through analytics views. Agents can offer customers the option to take a survey about their call experience. If the customer agrees, then the agent disconnects, the survey begins while the customer remains on the line, and the survey results are linked to the interaction. This feature helps to provide a clear picture of customer feedback and distinguishes between IVR survey results and web-based survey outcomes.

Flow authors can now access the Journey Flows tab in Architect to better understand the customer journey within inbound email, message flows, and outbound call flows. Journey flows help to visualize interaction paths and provide a clear view of flow milestones and outcomes. This feature enables flow authors, administrators, and contact center managers gain deeper insights into how customers move through different interactions, identify key moments that impact the flow's effectiveness, and improve containment rates in digital and outbound voice interactions. This addition makes it easier to optimize flows.

Genesys Cloud administrators can now more easily route ACD interactions to a specific agent via the agent's direct number or email address. This feature helps facilitate 1:1 customer relationships, while still leveraging ACD routing features. Direct routing features include:

• Add a user's phone number, SMS, or email address to a route.
• Specify a direct agent in Architect's Transfer to ACD action.
• Enable users to configure a backup to route interactions when they are unavailable.
• Enable users to receive a direct-routed call, email, or SMS when they are in Off Queue and Available status.
• Play a user's personal voicemail message from within an Architect in-queue flow.
• Allow users to place call, email, or message outbound interactions from a queue via the user's phone number or email address, rather than the default queue phone number or email address.
• Access a new analytics filter for direct routing interactions.

Administrators can now retrieve the public IP address ranges for Genesys Audio Connector, BYOT Microsoft Speech-to-Text (STT), and Genesys Bot Connector using the Genesys Cloud Public API. Administrators can add these IP addresses to firewall allowlists to streamline the integration of third-party voice and digital services with Genesys Cloud. This new feature helps reduce unnecessary traffic exposure by providing precise IP ranges for allowlists, which improves secure third-party BYOT provider integrations. By using the public API, administrators have a more efficient way to access the necessary IP addresses, improving integration, and security.

Flow authors can now use the Intent Classification Hinting setting in Architect to enable or disable whether the bot sends hints to the speech recognition engine (ASR) for intent classification. Hints are sets of phrases that the bot sends in Ask for Intent and Ask for Slot actions to provide context and assist with speech recognition. This setting is enabled by default, but flow authors can disable it to maintain control over automatic hinting with the goal to reduce or prevent potential inaccuracies and bias in the ASR.