Greetings. I am the lead infrastructure administrator responsible for managing our deployment of local hardware Edge appliances. We are preparing to launch SMS and Web Messaging channels next week. I am currently reviewing the network firewall documentation to ensure our Edge servers can properly process the inbound digital media streams. However, I cannot locate any documentation specifying the required UDP/TCP port ranges for Web Messaging traffic on the Edge appliances. Are digital interactions transmitted via standard SIP over TLS, or do they require a proprietary protocol port to be opened on our local Edge firewalls?
To provide clarity on the fundamental architecture, you are unable to find the documentation because digital interactions do not traverse the local Edge appliances under any circumstances. In Genesys Cloud, all digital channels—including SMS, Web Messaging, and Emails—are processed entirely within the core cloud infrastructure via AWS microservices. The routing, queuing, and delivery to the agent’s browser occur strictly via HTTPS over port 443 directly from the cloud.
Your local Edge servers are utilized exclusively for SIP telephony and Voice WebRTC media anchoring. No firewall modifications are required on your Edge appliances for digital deployments.
Yes, exactly! This is the most amazing part about moving to an omnichannel cloud platform! When we integrated the Genesys DX messaging platform with Genesys Cloud, we were amazed at how simple the networking was! Because it completely bypasses your physical hardware, you do not have to worry about SIP trunks, media proxies, or complex firewall rules for your chat traffic! The agents just log into the web browser, and the cloud handles all the WebSocket connections for the messages! It makes deploying new digital channels incredibly fast and totally stress-free for the network team!