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Sales Dialer Network Infrastructure Requirements After Twilio Voice Media IP Migration

Julkaisupäivä: Apr 30, 2026
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Sales Dialer customers need to update allowed IPs in their network infrastructure due to upcoming changes from Twilio, which Sales Dialer currently uses as a downstream service. Twilio has extended the Twilio Voice IP migration timeline to January 23, 2024.


What is happening?
Twilio is migrating their public Voice media connectivity to a new range of IPs and an expanded port range. Twilio will be updating the media IPs and port ranges for SIP and Voice SDK calls in all regions to 168.86.128.0/18 and expanding the UDP port range to 10000-60000. Their previously published region-specific IP/port ranges will be decommissioned and will no longer send or accept Voice media traffic.
You will need to test and potentially update your network infrastructure to ensure that you have allowed the full IP and port ranges before the migration completes on January 23rd, 2024. Old IP and port ranges will no longer accept or send traffic after this date but will need to be kept open in your infrastructure until that time. Failure to do so will result in one-way audio and dropped calls.



When is this happening?

Beginning on January 23rd, 2024 Twilio Voice Media IPs will use a single global range; 168.86.128.0/18 with a UDP port range 10000-60000. Before this new migration date, Twilio perform two days of testing with limited traffic:

December 5, 2023: 1% of all calls will use the new range for 24 hours
January 16, 2024: 20% of all calls will use the new range for 24 hours

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What action do I need to take?

  1. Test your configuration to ensure there are no issues using this link.
    1. Ignore the last two tests regarding “Video”. These are not used.
    2. Your users will need to connect to Twilio’s new endpoints. These firewall changes should be done in your network.
  2. If you don’t want to opt in your traffic right now, you still must update your network infrastructure to allowlist the entire IP and port ranges before December 5th, 2023 to avoid being impacted by the staggered rollout. Follow these steps:
    1. Add 168.86.128.0/18 to your firewall rules.
    2. Allow UDP connections over the 10000-60000 port range


Last, keep old IP and port ranges open in your infrastructure until January 23rd, 2024; these ranges won’t be able to accept or send traffic after this time, but they must stay open until the migration is complete.


What happens if no action is taken?
There are three upcoming dates with escalating potential consequences:

  • If no action is taken by December 5, 2023, users will experience one-way audio and dropped calls for 1% of all calls placed on that date.
  • If no action is taken by January 16, 2024, users experience one-way audio and dropped calls for 20% of all calls placed on that date.
  • If full IP and port ranges are not allowlisted before the migration, all calls will fail after January 23, 2024.



NOTE: This only affect customers using Sales Dialer (that uses Twilio in the backend). It does not affect customers that are using their own dialer solution (open CTI).

Knowledge-artikkelin numero

000396416

 
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Salesforce Help | Article