Last Updated 28/11/2022: New CIDR range for media

Service Advice: Genesys has announced a new CIDR range 169.150.104.0/21 for media service to be release early 2023.

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Last Updated 1/11/2022: IT Security Awareness

Service Advice: In order to support clients to improve their security stance solution audits are available on request, please contact your account rep.

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Last Updated 17/10/2022: Legacy Applications

Service Advice: All Periscope call reporting versions, CorriDOR UM and 3rd party recording applications are end of support life and best efforts maintenance not able to be renewed with CVT or extended after current period (if applicable).

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Last Updated 14/12/2021: Zero-Day Remote Code Execution (RCE) Vulnerability - Log4Shell [CVE-2021-44228]

Service Advice: Genesys has provided advice regarding the vulnerability - Log4Shell [CVE-2021-44228]

https://www.genesys.com/blog/post/genesys-update-on-the-apache-log4j-vulnerability

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Last Updated 18/10/2021: Emergency Services calling - Emergency Address

Service Advice: A reminder that, in general, when using cloud telecoms services the user's address location will not be forwarded to emergency services. For specifics please discuss with your Telecoms representatives and provide relevant advice to your users.

Given the nature of SaaS unified communications and contact centre platforms, service provider emergency address association may not be relevant because:

  • phone number emergency address is not associated to the client (shared infrastructure)

  • users can be logged in from anywhere

  • CLI (ANI) on outbound may not be associated to an end-user, for example it can be a trunk default or queue association

General recommendations are:

  • client should test dialling 000 to verify access if required

  • relevant address details should always be confirmed with emergency services at time of call

  • clear instructions given to users on protocol such as use mobile phone or specific fixed lines to call 000

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Last Updated 26/07/2021: ASAP retirement

Service Advice: The ASAP alerting monitoring is being retired due to the legacy nature of relevant solutions. To uninstall the service please contact support for access to the guide.

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Last Updated 26/07/2021: Legacy Solutions Reminder

Service Advice: Due to the ‘legacy’ nature of certain solutions in use, such as CorriDOR Voicemail / Unified Messaging, ASC Recorder, Oaisys (MiVCR on non-Mitel platforms) and Periscope, maintenance is on an ‘as-is’ basis. Legacy solutions are not be able to be upgraded, re-installed, moved or re-licensed and no software maintenance assurance applies. Please contact support to discuss options.

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Last Updated 2/07/2021: Robocall Mitigation Database

Service Advice: The US FCC is further tightening up on Robocalling (spam calls) and we can expect flow down to Australia / NZ, if you experience call rejection by your VOIP provider this can be a cause. In addition, any outbound call campaigns require to be implemented in a legitimate manner, further details refer to https://en.wikipedia.org/wiki/STIR/SHAKEN

 

Last Updated 17/04/2021: C661:2020 REDUCING SCAM CALLS

Service Advice: It appears that there have been recent changes in Australian telecoms regulatory code to reduce spam calls and if calls meet the following profiles they may be blocked in network:

•    CLI is not a valid Australian number
•    CLI is missing or blank
•    CLI that is a 13, 1300 or 1800 number
•    Dummy CLIs

Further information available at https://www.commsalliance.com.au/Documents/all/codes/c661  

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Last Updated 7/03/2021: Dialing emergency service (000 in Australia)

Service Advice: A reminder that, in general, when using cloud telecoms services the user's address location will not be forwarded to emergency services. For specifics please discuss with your Telecoms representatives and provide relevant advice to your users.

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Last Updated 25/02/2021: CIDR IP addresses - Genesys Cloud

Service Advice: Genesys have implemented a reserved range 52.129.96.0/20 for WebRTC end-points to make it easier for users to whitelist and this comes into effect 10 March 2021. https://help.mypurecloud.com/articles/cidr-ip-address-range-for-cloud-media-services/

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Access IP range test tool here https://apps.mypurecloud.com.au/webrtc-troubleshooter/ 

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Last Updated 20/02/2021: Malicious Website Warning - Genesys Cloud

Service Advice: We have become aware of a web operator that is attempting to mimic Genesys Cloud domains. The domains are: mypu.ecloud.com.au and apps.mypu.ecloud.com.au. They have also registered certificates for those domains, please consider blacklisting them. Please do not visit these domains, as they are not operated by Genesys. We would like to remind you of best practices to recognize and avoid phishing.

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Last Updated 19/02/2021: Periscope Reporting Solutions (CVT Telephony Suite)

Service Advice: Periscope software of all versions is end of development life and support is provided on a best efforts and as-is basis. No updates or upgrades available and software may not be able to be reinstalled or relicensed.

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Last Updated 19/02/2021: MiVCR or Oaisys Voice Recorders

Service Advice: Mitel has at 1 Oct 2020 announced discontinuance of this solution.

End of new sales = 1 Feb 2021

End of add-on/expansion = 1 Aug 2021

End of design and hotfix = 1 Feb 2022

End of technical support = 1 Feb 2024

CVT maintains support of these solutions on a best efforts basis.

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Notes:

  • Please contact your CVT representative for further details.

  • Due to the ‘legacy’ nature of certain solutions in use, such as CorriDOR Voicemail / Unified Messaging, ASC Recorder, Oaisys (MiVCR on non-Mitel platforms) and Periscope, maintenance is on an ‘as-is’ basis. The solution may not be able to be upgraded, re-installed, moved or re-licensed and software maintenance assurance may not apply.