Genesys Cloud – Planned network maintenance for Genesys Cloud Autonomous System Numbers

In a future release, Genesys Cloud will perform planned network maintenance to introduce Genesys-owned Autonomous System Numbers (ASNs) for regional network prefixes. The maintenance will take place by region on Sundays from 2:00 a.m. to 4:00 a.m. local time between January 10 and January 31, 2027. During the maintenance window for their region, customers may experience brief service disruptions, including disruptions to voice calls. Customers do not need to make network or firewall changes before or after the maintenance.

What’s changing

Genesys Cloud will perform the maintenance according to the following schedule:

• January 10, 2027 – Seoul, Singapore, Mumbai, and São Paulo
• January 17, 2027 – Cape Town, Hong Kong, Osaka, Jakarta, Paris, Sydney, Canada, Zurich, Ireland, UAE, and Mexico
• January 24, 2027 – US East, Tokyo, Frankfurt, and London
• January 31, 2027 – US West, FedRAMP, and European Sovereign Region

Genesys will introduce Genesys-owned ASNs into the network routing information for the affected regions. The change provides a stable Genesys routing identity that organizations using AWS Direct Connect can use in BGP route policies. Customers that do not use ASN-based route filtering do not need to make routing changes.

Genesys will publish a table of ASNs by region before maintenance begins on January 10, 2027.

For more information, see Configure your network for Genesys-defined Autonomous System Numbers (ASNs).

Why this matters

Genesys-owned ASNs allow organizations that use AWS Direct Connect and ASN-based route filtering to identify Genesys Cloud regional network prefixes in BGP routing information. This capability gives these organizations another way to define routing policies for Genesys Cloud traffic without changing how other customers access Genesys Cloud.

What to expect during the maintenance

Customers may experience brief service disruptions, including disruptions to voice calls, while the routing information propagates during the maintenance window for their region.

Organizations that handle calls during the affected maintenance window can consider the following options:

• Continue normal operations and prepare agents to manually call customers back if a call disconnects.
• Play a closed message during the maintenance window.
• For organizations that operate in multiple regions, reroute call traffic to another Genesys Cloud organization or region during the maintenance window.
• Reroute call traffic to a third-party PBX during the maintenance window.

Action required

No action is required for most customers. Customers do not need to update their network or firewall configuration before or after the maintenance. Organizations that use AWS Direct Connect and ASN-based route policies should review the ASN information when Genesys publishes the regional ASN table and determine whether they want to use the Genesys-owned ASNs in their routing policies.