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  • 1.  Query About Core/Satellite regions

    Posted 01-29-2025 10:05
    Edited by Louis Creely 01-29-2025 10:11
    No replies, thread closed.

    Hello,

    We are looking to stop Genesys Cloud traffic from routing through Zscaler for the following reason:

     https://community.genesys.com/discussion/calls-dropping-on-agents-on-org-using-byoc-and-cloud-services-users-getting-client-session-inactive

    So I have been making sure that our firewall rules are ready but came across this during a test: 

    We have a country block on Brazil and when you dig into the documentation it gives you a scary message here: Cloud media services CIDR IP address range - Genesys Cloud Resource Center.

    But my question is why? Our Home region is Ireland/Dublin and our Trunks and Sites are only limited to Ireland/Dublin?

    And according to this I can't see any features not supported by our region: Region availability - Genesys Cloud Resource Center.

    Wouldn't traffic trying to route to Brazil be slower performing than contacting any other region?

    A clearer understanding of the above would be much appreciated. Do we actually need to unblock these IP addresses and why?

    Kind Regards,

    Louis


    #SystemAdministration

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    Louis Creely
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  • 2.  RE: Query About Core/Satellite regions
    Best Answer

    Posted 01-29-2025 10:42
    No replies, thread closed.

    Hello Louis, 

    You need to have all the CIDR ranges in order for Genesys to work properly while you may be based in EMEA, Genesys uses all of the CIDR on the platform.

    More info can be found here. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Query About Core/Satellite regions

    Posted 01-29-2025 12:23
    Edited by Louis Creely 01-29-2025 12:29
    No replies, thread closed.

    Hello, thankyou for getting back to me

    We have looked at the documentation but its not 100% clear on why we need access to that region

    We have allowed that CIDR but a separate rule will block anything that goes to Brazil so it can still handle any dynamic IP addresses that gets added for my region. I think it would be easier to understand if someone can explain a scenario on why Genesys Cloud users from the UK with Dublin as their region would need to reach out to Brazil?

    Is it for signaling or media? Is it for certain features?

    Kind Regards,

    Louis



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    Louis Creely
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    Original Message


  • 4.  RE: Query About Core/Satellite regions

    Posted 02-04-2025 11:13
    No replies, thread closed.

    I have raised a ticket through our 3rd party.

    Other than the documentation saying the full CIDR is needed to handle Dynamic IP's it hasn't been disclosed why traffic would be sent to Brazil. We can still handle dynamic IP's for our region and we have set our Sites and Trunks to only use Ireland.



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    Louis Creely
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    Original Message


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