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The announcement stated that customers using the Amazon AWS IP address JSON file should configure their firewalls to allow access to the new CIDR IP addresses now, to ensure that their organization is ready for the early 2021 cutover.":1,"#Some users reported seeing the following message when attempting to place a call (after validating Edges and trunks operational):":1,"#This scheduled maintenance affected: ACD Routing (Americas (US East), Americas (US West), Americas (Canada), Asia Pacific (Mumbai), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), EMEA (Dublin), EMEA (Frankfurt), EMEA (London)).":1,"#On April 30th, 2021, Genesys will implement the CIDR IP address range for cloud media services change for Americas (Canada), EMEA (Dublin), EMEA (Frankfurt), APAC (Tokyo), APAC (Sydney), and Sao Paulo (satellite region) beginning at 1am in each respective region as announced on Genesys Cloud Resource Center with all work completed by Sunday 11pm in each respective region.":1,"#Subscribe to updates for <strong ljsid-1=\"\">Post Incident Stuck Interactions</strong> via email and/or text message. You'll receive email notifications when incidents are updated, and text message notifications whenever Genesys Cloud <strong ljsid-3=\"\">creates</strong> or <strong ljsid-5=\"\">resolves</strong> an incident.":1,"#Posted <span ljsid-1=\"\"><var num=\"\"></var> minutes ago. </span>Feb <var date=\"\"></var>, <var year=\"\"></var> - <var time=\"\"></var> EST":1,"#Posted <span ljsid-1=\"\"><var num=\"\"></var> hours ago. </span>Feb <var date=\"\"></var>, <var year=\"\"></var> - <var time=\"\"></var> EST":1,"#A mitigation plan has been implemented and is currently undergoing testing to verify its effectiveness in resolving the performance issues. Next update 14:45 PM Eastern or sooner as information becomes available.":1,"#Interactions that were affected by this issue are not able to load from the Performance->Workspace Interactions List. Users will see a UI error. Only specific interactions are impacted and teams are still working to determine exact scenario that causes the error. We are testing to determine that the previous mitigation steps have resolved issues with new interactions. Calls do not appear to be impacted at this time, only a mismatch in analytics data on interactions.":1,"#CIDR IP Address Range for Cloud Media Services Change":1,"#Investigation remains ongoing across multiple teams. While testing continues, no new mitigation steps have been identified at this time. Next update 15:45 Eastern or sooner as information becomes available":1,"#Genesys now provides customers with more details and updated information, including a set of testing procedures, to evaluate what you must do to incorporate the /20 CIDR block of IP addresses for our public-facing cloud media services into your firewall’s allowlist before the cutover date. For more information, visit":1,"#We are investigating an issue where items on the interactions list page are failing to load. Mitigation steps have been implemented and we are monitoring for improvement. Next update 06:30 or sooner as information becomes available.":1,"#USW2 CIDR pool expansion is in-progress. Operations will be completed by 12:30AM ET.":1,"#This incident affected: Platform (Americas (US East), Americas (US West), Americas (Canada), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), EMEA (Dublin), EMEA (Frankfurt), EMEA (London)).":1,"#Mitigation steps have been successfully implemented. Teams are monitoring for stability.":1,"#Despite initial mitigation attempts showing minimal improvement, symptoms temporarily resolve upon client refresh but return with continued use. Multiple service teams are now collaborating to identify and address the root cause. Next update 15:15 PM or sooner as information becomes available.":1,"#On March 1, 01:30 AM [Tokyo], Genesys Cloud will perform improvements to the batch and stream processing framework responsible for real-time analytics data. During this maintenance, customers should expect a brief interruption of real-time analytics data ingestion while the service restarts. Real-time analytics will resume automatically after the restart, and historical data will remain unaffected.":1,"#DevOps and architecture teams have been engaged to assist in the implementation of mitigation steps. Next update 20:30 or sooner as information becomes available.":1,"#Teams have identified root cause and are in process of implementing steps to resolve. Next update 19:15 Eastern.":1,"#Some customers may have experienced errors when processing conversation events resulting in stuck interactions. Mitigation steps have been applied. Impact times may slightly vary but users could have observed errors from approximately 18:43-19:14 UTC. The issue has been resolved.":1,"#Mitigation steps are still in progress. Next update 19:45 Eastern.":1,"#On April 2, 2021, Genesys will implement the CIDR IP address range for cloud media services change as planned for the US West region only. On April 16, 2021, Genesys will implement the CIDR IP address range for cloud media services change for all other regions. Genesys now provides customers with more details and updated information, including a set of testing procedures, to evaluate what you must do to incorporate the /20 CIDR block of IP addresses for our public-facing cloud media services into your firewall’s allowlist before the cutover date. For more information, visit":1,"#The only interactions affected were organizations using the do not disturb parameter. Any conversations with mismatched data will be backfilled after hours.":1,"#Teams are investigating an issue in the Agent UI where the scrollbar is not working during wrap up. This could result in agents being unable to select/handle the interaction properly. Next update 18:45.":1,"#Realtime Analytics - Realtime Data Delays":1,"#SMS Messaging Delays - Global":1,"#We are seeing improvement. Mitigation steps have resolved issues with any new interactions. Conversations initiated prior to mitigation steps will still see issues with mismatched analytics data and would not load properly in the UI. Any conversations with mismatched data will be backfilled after hours":1,"#Root cause has been identified and mitigation steps have been taken to restore. Next update 23:30 Eastern.":1,"#We are investigating an issue with degraded performance in both the web and desktop applications. Next update 14:30 or sooner as information becomes available.":1,"#Additional mitigation steps have been implemented and testing is in progress. Customers who would like to test should refresh any open clients and attempt to use the application again.":1,"#EST":1,"#Teams are investigating an issue that is impacting users ability to sign in to Genesys Cloud. Issue is intermittent and upon retry, users may be able to authenticate. Users who are already logged in should be able to remain logged in. Next update 23:30 Eastern or sooner as information becomes available.":1,"#\"No primary or secondary Edges are assigned. Only in-service Edges associated with the Site will be assigned. Verify the 'Sites with Edges' configuration for the Phone's site.\"":1,"#While the issue appears to have affected only a small number of orgs, fix actions have been implemented to reduce further impact. If users should receive this message, the mitigation step is to change the site associated to the phones from \"use this site\" to \"uses these sites\" selecting the site. If additional assistance is needed, please contact product support.":1,"#Reminder: Upcoming CIDR IP Address Range for Cloud Media Services Change March 24, 2021":1,"#Database maintenance will be taking place in the APAC (Sydney, Tokyo, Mumbai) regions Sunday night, 1/29 at 14:59 GMT. During the maintenance, administrators may not be able to successfully create, delete, or update topics and programs for speech and text analytics features. All other aspects of the service (and platform) will operate as normal. The window is four hours.":1,"#WEM Maintenance: APAC (Sydney, Tokyo, Mumbai)":1,"#Posted <span ljsid-1=\"\"><var num=\"\"></var>分前 </span>Feb <var date=\"\"></var>, <var year=\"\"></var> - <var time=\"\"></var> EST":1,"#Genesys Cloud - Degraded Performance":1,"#Conversation Event Processing Errors: APAC Regions":1,"#Planned operations are completed in Korea, Paris, Indonesia, and Jakarta. USW2 to follow after 11PM ET.":1,"#Posted <span ljsid-1=\"\"><var num=\"\"></var> minutes ago. </span>Jan <var date=\"\"></var>, <var year=\"\"></var> - <var time=\"\"></var> EST":1,"#Elevated Error Rates Impacting Agent-UI":1,"#System operations have returned to normal levels. Continuous monitoring remains in place to ensure stability.":1,"#EUW3 (Paris) and APE1 (Hong Kong) are now live on the new CIDR range and are available globally for Global Media Fabric usage. APSE3 (Jakarta) is is also available for Global Media Fabric usage. APNE2 (Korea) CIDR updates are underway. USW2 (Oregon) expansion will occur after 11PM ET. No other regional impact rolling out at this time.":1,"#As part of a new feature release for agent scripting, script creation, editing, and execution may be unavailable for admins up to 10 minutes while the feature is enabled. Agents are not expected to experience impact. The feature will be enabled at 03:00 GMT Wednesday August 31.":1,"#Enabling Divisions for Scripts: All Regions":1,"#Posted <span ljsid-1=\"\"><var num=\"\"></var> hour ago. </span>Feb <var date=\"\"></var>, <var year=\"\"></var> - <var time=\"\"></var> EST":1,"#We are investigating reports of real time analytics delays in the APAC (Tokyo) region. Mitigation steps have been applied. Next update bottom of the hour.":1,"#Improvement observed; monitoring until all clear.":1,"#Posted":1,"#Elevated Error Rates - APAC (Tokyo)":1,"#Inbound/Outbound Messaging - Facebook/WhatsApp":1,"#Real Time Analytics Delays: APAC (Tokyo)":1,"#Mitigation steps have been applied. Backlogged events are completing processing at this time.":1,"#Customers in the APAC (Osaka) region may be experiencing delays with analytics and reporting. Teams are investigating at this time to determine next steps. Next update top of the hour or as information becomes available.":1,"#https://help.mypurecloud.com/articles/disconnect-interactions/":1,"#Some customers reported \"stuck\" interactions after the incident earlier today. To clear the interactions, please follow the instructions on":1,"#WEM Maintenance: APAC (Seoul/Tokyo)":1,"#Database maintenance will be taking place in the Seoul/Tokyo regions Sunday, 2/19 22:00 Local Time. During the maintenance, administrators may not be able to successfully create, delete, or update Sentiment Feedback for speech and text analytics features. All other aspects of the service (and platform) will operate as normal.":1,"#Any remaining interactions that need to be cleared after following the provided steps please contact Product Support for assistance in removal.":1,"#All health checks are now passing and throughput has returned to normal. Errors with station association in Americas (US East) have cleared and throughput is decreasing. Dialer tests are now passing in Americas (US East). Monitoring all services to ensure continued stability. Next update 15 minutes.":1,"#<var num=\"\"></var> minutes ago.":1,"#Regions are passing health checks. Americas (US East) is still seeing errors with phone service (affecting new station association) and errors with dialer campaigns and call back services. Next update 15 minutes.":1,"#Services have largely recovered. Teams are monitoring health checks and determining if any additional actions need to be taken to speed resolution. Next update 15 minutes.":1,"#Increased maintenance mode errors have been identified globally. Root cause has been identified and mitigation steps applied. Affected services are in recovery. Next update top of the hour.":1,"#On March 1st, Genesys will implement the CIDR IP address range for cloud media services change for all regions as previously announced on resource center. The work will take place during a 12 hour window, 2pm ET to 2am ET.":1,"#CIDR IP Address Range for Cloud Media Services Change: Global":1,"#For more details and a set of testing procedures to evaluate what you must do to incorporate the CIDR block of IP addresses into your firewall's allowlist, please visit":1,"#Am I affected?":1,"#Customers using firewall policies to restrict outbound connections from Genesys Cloud clients, phones, and Edge devices may be affected. Network administrators can view detailed information on affected services, address, and ports, and perform the self-readiness checks provided in Cloud media services CIDR IP address range.":1,"#<var num=\"\"></var> hours ago.":1,"#We are continuing to monitor for any further issues.":1,"#Elevated Error Rates America's (US-East) Impacting External Contacts":1,"#Filter Components":1,"#The incident has been resolved.":1,"#Between 08:04 and 08:28 Eastern, Genesys Cloud customers in the America's (US-East) region may have experienced delays with real time Analytics. Root cause was identified and system has fully recovered at this time.":1,"#Analytics Delays - America's (US East)":1,"#Mitigation steps have taken effect. External Contacts is now operating normally.":1,"#Incident History":1,"#Genesys Cloud will be performing maintenance in the Asia Pacific (Tokyo) region at 02:00 local time December 16th. Approximately twenty minutes into the maintenance window, customers may experience delayed conversation routing for up to two minutes, after which service will return to normal operation.":1,"#Genesys Cloud will be performing maintenance to implement stability improvements Saturday, October 2nd. The maintenance will be 1 hour with up to 8 minutes of degradation for assignment services only. All other services will operate normally during this event. Work will take place from 2am-3am in each region's local timezone.":1,"#Some customers may be experiencing delays with queue reporting, interaction details, and performance reports.":1,"#Genesys Cloud Maintenance - Realtime Analytics (Tokyo)":1,"#Genesys Cloud Maintenance - Realtime Analytics (Osaka)":1,"#We will be undergoing scheduled maintenance during this time.":1,"#Oct <var date=\"\"></var>, <var time=\"\"></var> EDT":1,"#Feb <var date=\"\"></var>, <var year=\"\"></var>":1,"#The change will require a cycle of all WebRTC, Polycom stations for Genesys Cloud Voice to include BYOC, ACD Screen Recording, and Video Chat to start passing traffic to the new IPs. Customers who experience issues should check their firewall. Customers who have NOT implemented the firewall rules should contact their network administrator immediately to avoid service disruption.":1,"#Powered by Atlassian Statuspage":1,"#and":1,"#(Frankfurt)":1,"#Liechtenstein (+423)":1,"#Madagascar (+261)":1,"#Mauritius (+230)":1,"#Martinique (+596)":1,"#Puerto Rico (+1)":1,"#Portugal (+351)":1,"#Seychelles (+248)":1,"#San Marino (+378)":1,"#Zimbabwe (+263)":1,"#Bangladesh (+880)":1,"#Botswana (+267)":1,"#Congo, Dem Rep (+243)":1,"#Djibouti (+253)":1,"#Costa Rica (+506)":1,"#Greenland (+299)":1,"#Gibraltar (+350)":1,"#Guatemala (+502)":1,"#Current Status":1,"#Uruguay (+598)":1,"#Montenegro (+382)":1,"#Mozambique (+258)":1,"#United Kingdom (+44)":1,"#Netherlands (+31)":1,"#Latvia (+371)":1,"#Spain (+34)":1,"#Libya (+218)":1,"#French Polynesia (+689)":1,"#Sweden (+46)":1,"#United Arab Emirates (+971)":1,"#Aruba (+297)":1,"#Hong Kong (+852)":1,"#Armenia (+374)":1,"#New Zealand (+64)":1,"#(Tokyo)":1,"#Equatorial Guinea (+240)":1,"#Suriname (+597)":1,"#Degraded Performance":1,"#Outage":1,"#Nicaragua (+505)":1,"#Canada (+1)":1,"#Albania (+355)":1,"#Mauritania (+222)":1,"#Indonesia (+62)":1,"#Greece (+30)":1,"#Tanzania (+255)":1,"#Vietnam (+84)":1,"#Swaziland (+268)":1,"#United States (+1)":1,"#Egypt (+20)":1,"#Iraq (+964)":1,"#Malaysia (+60)":1,"#Korea, Republic of (+82)":1,"#Major Outage":1,"#Germany (+49)":1,"#Past Incidents":1,"#Croatia (+385)":1,"#France (+33)":1,"#French Guiana (+594)":1,"#Macedonia (+389)":1,"#Serbia (+381)":1,"#Ukraine (+380)":1,"#Degraded Operations":1,"#Gabon (+241)":1,"#Philippines (+63)":1,"#Saudi Arabia (+966)":1,"#Denmark (+45)":1,"#Paraguay (+595)":1,"#Comoros (+269)":1,"#Australia/Cocos/Christmas Island (+61)":1,"#<span ljsid-0=\"\">←</span> Incident History":1,"#(US East)":1,"#Singapore (+65)":1,"#Grenada (+1)":1,"#Anguilla (+1)":1,"#Samoa (+685)":1,"#Yemen (+967)":1,"#Tonga (+676)":1,"#Taiwan (+886)":1,"#Uganda (+256)":1,"#Qatar (+974)":1,"#Kenya (+254)":1,"#Israel (+972)":1,"#Benin (+229)":1,"#Haiti (+509)":1,"#Belarus (+375)":1,"#Nepal (+977)":1,"#Malta (+356)":1,"#Mali (+223)":1,"#China (+86)":1,"#Angola (+244)":1,"#Gambia (+220)":1,"#Monaco (+377)":1,"#Bahrain (+973)":1,"#Lebanon (+961)":1,"#Jordan (+962)":1,"#Belize (+501)":1,"#Ghana (+233)":1,"#Georgia (+995)":1,"#Bahamas (+1)":1,"#Malawi (+265)":1,"#Andorra (+376)":1,"#Fiji (+679)":1,"#Congo (+242)":1,"#Kuwait (+965)":1,"#(Sao Paulo)":1,"#Kosovo (+383)":1,"#EMEA (Frankfurt)":1,"#EMEA (Dublin)":1,"#Barbados (+1)":1,"#Jamaica (+1)":1,"#Dominica (+1)":1,"#Togo (+228)":1,"#Senegal (+221)":1},"version":7877}]