AWS connect documentation change
Summary
Updated terminology from 'Amazon Connect' to 'Connect Customer' throughout the document
Security assessment
The changes are purely terminological updates replacing 'Amazon Connect' with 'Connect Customer'. No security-related content was added, removed, or modified. The technical descriptions of WebRTC security mechanisms (STUN/TURN, ICE candidates) remain unchanged.
Diff
diff --git a/connect/latest/adminguide/ccp-leverages-webrtc.md b/connect/latest/adminguide/ccp-leverages-webrtc.md index 029c15e98..e23d68f40 100644 --- a//connect/latest/adminguide/ccp-leverages-webrtc.md +++ b//connect/latest/adminguide/ccp-leverages-webrtc.md @@ -38 +38 @@ The WebRTC specification includes a set of IETF protocols including [Interactive -Because Amazon Connect uses WebRTC, you don't need to build and maintain complex infrastructure for real-time communication. It enables you to rapidly deploy omnichannel customer engagement solutions through Amazon Connect, while benefiting from the low latency, high-quality media streaming, and secure peer-to-peer connectivity that WebRTC offers. +Because Connect Customer uses WebRTC, you don't need to build and maintain complex infrastructure for real-time communication. It enables you to rapidly deploy omnichannel customer engagement solutions through Connect Customer, while benefiting from the low latency, high-quality media streaming, and secure peer-to-peer connectivity that WebRTC offers. @@ -97 +97 @@ WebRTC uses signaling protocols, such as JavaScript Session Establishment Protoc -Let's consider the scenario where the agent CCP (Contact Control Panel) is peer A and Amazon Connect is peer B, using WebRTC for a two-way media stream (for example, a voice call). +Let's consider the scenario where the agent CCP (Contact Control Panel) is peer A and Connect Customer is peer B, using WebRTC for a two-way media stream (for example, a voice call). @@ -99 +99 @@ Let's consider the scenario where the agent CCP (Contact Control Panel) is peer -Here's what happens when the agent CCP wants to establish a connection with Amazon Connect: +Here's what happens when the agent CCP wants to establish a connection with Connect Customer: @@ -101 +101 @@ Here's what happens when the agent CCP wants to establish a connection with Amaz - 1. The agent CCP generates an SDP offer containing information about the desired session, such as the codecs to use, whether it's an audio or video session, and more. It also includes a list of ICE candidates, which are the IP/port pairs that Amazon Connect can attempt to use to connect to the agent CCP. + 1. The agent CCP generates an SDP offer containing information about the desired session, such as the codecs to use, whether it's an audio or video session, and more. It also includes a list of ICE candidates, which are the IP/port pairs that Connect Customer can attempt to use to connect to the agent CCP. @@ -103 +103 @@ Here's what happens when the agent CCP wants to establish a connection with Amaz - 2. To gather the ICE candidates, CCP makes a series of requests to a STUN server. The STUN server returns the public IP address and port pair that originated the request. The agent CCP also creates a TURN channel to Amazon Connect's TURN service to obtain a media relay address. This relay address is an IP/port pair that can forward packets between the agent CCP and other media services in Amazon Connect. The agent CCP adds each IP/port pair to the list of ICE candidates. Next, the agent CCP sends the SDP offer to Amazon Connect through a signaling channel over a WebSocket. + 2. To gather the ICE candidates, CCP makes a series of requests to a STUN server. The STUN server returns the public IP address and port pair that originated the request. The agent CCP also creates a TURN channel to Connect Customer's TURN service to obtain a media relay address. This relay address is an IP/port pair that can forward packets between the agent CCP and other media services in Connect Customer. The agent CCP adds each IP/port pair to the list of ICE candidates. Next, the agent CCP sends the SDP offer to Connect Customer through a signaling channel over a WebSocket. @@ -105 +105 @@ Here's what happens when the agent CCP wants to establish a connection with Amaz - 3. Amazon Connect generates an SDP answer following the same process: it gathers ICE candidates and sends them with the SDP answer to the agent CCP over the WebSocket. After exchanging SDPs, the agent CCP and Amazon Connect perform a series of connectivity checks. Each side takes a candidate IP/port pair from the other's SDP and sends a STUN request to it. If a response is received, that IP/port pair is marked as a valid ICE candidate pair. + 3. Connect Customer generates an SDP answer following the same process: it gathers ICE candidates and sends them with the SDP answer to the agent CCP over the WebSocket. After exchanging SDPs, the agent CCP and Connect Customer perform a series of connectivity checks. Each side takes a candidate IP/port pair from the other's SDP and sends a STUN request to it. If a response is received, that IP/port pair is marked as a valid ICE candidate pair. @@ -107 +107 @@ Here's what happens when the agent CCP wants to establish a connection with Amaz - 4. After the connectivity checks are completed for all IP/port pairs, the agent CCP and Amazon Connect negotiate and decide on one of the valid pairs to use for the media stream. + 4. After the connectivity checks are completed for all IP/port pairs, the agent CCP and Connect Customer negotiate and decide on one of the valid pairs to use for the media stream. @@ -112 +112 @@ Here's what happens when the agent CCP wants to establish a connection with Amaz -The following diagram illustrates the communication between CCP and Amazon Connect using WebRTC. +The following diagram illustrates the communication between CCP and Connect Customer using WebRTC. @@ -114 +114 @@ The following diagram illustrates the communication between CCP and Amazon Conne - + @@ -124 +124 @@ The following diagram illustrates the communication between CCP and Amazon Conne - * Monitor the IP ranges allow-listed by your business for Amazon Connect. + * Monitor the IP ranges allow-listed by your business for Connect Customer. @@ -132 +132 @@ The following diagram illustrates the communication between CCP and Amazon Conne - * Test WebRTC connectivity by using the [Amazon Connect Endpoint Connectivity testing tool](./check-connectivity-tool.html). This tool helps you ascertain whether the Amazon Connect WebRTC Media endpoints are accessible from the agent stations. + * Test WebRTC connectivity by using the [Connect Customer Endpoint Connectivity testing tool](./check-connectivity-tool.html). This tool helps you ascertain whether the Connect Customer WebRTC Media endpoints are accessible from the agent stations. @@ -149 +149 @@ How call center agents connect to the Contact Control Panel (CCP) -Use an allowlist for integrated applications in Amazon Connect +Use an allowlist for integrated applications in Connect Customer