AWS connect documentation change
Summary
Rebranded all occurrences of 'Amazon Connect' to 'Connect Customer' throughout the documentation, including service references, headings, URLs, and configuration parameters.
Security assessment
The changes are purely cosmetic rebranding updates without any modifications to security configurations, protocols, or vulnerability disclosures. No security-related content was added, removed, or modified beyond service name replacements.
Diff
diff --git a/connect/latest/adminguide/ccp-networking.md b/connect/latest/adminguide/ccp-networking.md index 89475ed14..12f08d120 100644 --- a//connect/latest/adminguide/ccp-networking.md +++ b//connect/latest/adminguide/ccp-networking.md @@ -7 +7 @@ -Option 1 (recommended): Replace Amazon EC2 and CloudFront IP range requirements with a domain allowlistOption 2 (not recommended): Allow IP address rangesAbout Amazon Connect IP address rangesStateless firewallsAllow upload of time-off balances and allowances in Amazon Connect schedulingAllow DNS resolution for softphonesPort and protocol considerationsRegion selection considerationsAgents using Amazon Connect remotelyRerouting audioUsing Direct Connect +Option 1 (recommended): Replace Amazon EC2 and CloudFront IP range requirements with a domain allowlistOption 2 (not recommended): Allow IP address rangesAbout Connect Customer IP address rangesStateless firewallsAllow upload of time-off balances and allowances in Connect Customer schedulingAllow DNS resolution for softphonesPort and protocol considerationsRegion selection considerationsAgents using Connect Customer remotelyRerouting audioUsing Direct Connect @@ -9 +9 @@ Option 1 (recommended): Replace Amazon EC2 and CloudFront IP range requirements -# Set up your network to use the Amazon Connect Contact Control Panel (CCP) +# Set up your network to use the Connect Customer Contact Control Panel (CCP) @@ -15 +15 @@ The following diagram shows you what each port is used for. - + @@ -27 +27 @@ The following sections describe the two primary connectivity options for using t - * About Amazon Connect IP address ranges + * About Connect Customer IP address ranges @@ -31 +31 @@ The following sections describe the two primary connectivity options for using t - * Allow upload of time-off balances and allowances in Amazon Connect scheduling + * Allow upload of time-off balances and allowances in Connect Customer scheduling @@ -39 +39 @@ The following sections describe the two primary connectivity options for using t - * Agents using Amazon Connect remotely + * Agents using Connect Customer remotely @@ -45 +45 @@ The following sections describe the two primary connectivity options for using t - * [Agent workstation requirements for app, web, and video calling in Amazon Connect](./videocalling-networking-requirements.html) + * [Agent workstation requirements for app, web, and video calling in Connect Customer](./videocalling-networking-requirements.html) @@ -49 +49 @@ The following sections describe the two primary connectivity options for using t - * [Use Amazon Connect in a VDI environment](./using-ccp-vdi.html) + * [Use Connect Customer in a VDI environment](./using-ccp-vdi.html) @@ -55 +55 @@ The following sections describe the two primary connectivity options for using t - * [Use an allowlist for integrated applications in Amazon Connect](./app-integration.html) + * [Use an allowlist for integrated applications in Connect Customer](./app-integration.html) @@ -72 +72 @@ Domain/URL allowlist | AWS Region | Ports | Direction | Traffic -rtc*.connect-telecom.`region`.amazonaws.com This is used by ccp# (v1). Please see the note following this table. | Replace `region` with the Region where your Amazon Connect instance is located | 443 (TCP) | OUTBOUND | SEND/RECEIVE +rtc*.connect-telecom.`region`.amazonaws.com This is used by ccp# (v1). Please see the note following this table. | Replace `region` with the Region where your Connect Customer instance is located | 443 (TCP) | OUTBOUND | SEND/RECEIVE @@ -84 +84 @@ Following is the minimum allowlist for ***.awsapps.com** : -**.awsapps.com** is an old domain that is going away. For instructions about updating your domain to **my.connect.aws** , see [Update your Amazon Connect domain](./update-your-connect-domain.html). +**.awsapps.com** is an old domain that is going away. For instructions about updating your domain to **my.connect.aws** , see [Update your Connect Customer domain](./update-your-connect-domain.html). @@ -91,8 +91,8 @@ Following is the minimum allowlist for ***.awsapps.com** : -| Replace `myInstanceName` with the alias of your Amazon Connect instance | 443 (TCP) | OUTBOUND | SEND/RECEIVE -*.telemetry.connect.`region`.amazonaws.com | Replace `region` with the location of your Amazon Connect instance | 443 (TCP) | OUTBOUND | SEND/RECEIVE -participant.connect.`region`.amazonaws.com | Replace `region` with the location of your Amazon Connect instance | 443 (TCP) | OUTBOUND | SEND/RECEIVE -*.transport.connect.`region`.amazonaws.com This is used by ccp-v2. | Replace `region` with the location of your Amazon Connect instance | 443 (TCP) | OUTBOUND | SEND/RECEIVE -`Amazon S3 bucket name`.s3.`region`.amazonaws.com | Replace `Amazon S3 bucket name` with the name of the location where you store attachments. Replace `region` with the location of your Amazon Connect instance | 443 (TCP) | OUTBOUND | SEND/RECEIVE -TurnNlb-*.elb.`region`.amazonaws.com To instead add specific endpoints to your allowlist based on Region, see NLB endpoints. | Replace `region` with the location of your Amazon Connect instance | 3478 (UDP) | OUTBOUND | SEND/RECEIVE -`instance-id.source-region`.sign-in.connect.aws This is used only if you have onboarded to [Amazon Connect Global Resiliency](./setup-connect-global-resiliency.html). | Replace `instance-id` with your instance ID, and `source-region` with the AWS Region of your source instance. For more information, see [Integrate your identity provider (IdP) with an Amazon Connect Global Resiliency SAML sign in endpoint](./integrate-idp.html). | 443 (HTTPS) | OUTBOUND | SEND/RECEIVE -*.`source-region`.region-discovery.connect.aws This is needed only if you have onboarded to [Amazon Connect Global Resiliency](./setup-connect-global-resiliency.html). | Replace `source-region` with the AWS Region of your source instance. For instructions about how to find your source Region, see [How to find the source Region of your Amazon Connect instances](./create-replica-connect-instance.html#how-to-find-source-region-of-instances). | 443 (HTTPS) | OUTBOUND | SEND/RECEIVE +| Replace `myInstanceName` with the alias of your Connect Customer instance | 443 (TCP) | OUTBOUND | SEND/RECEIVE +*.telemetry.connect.`region`.amazonaws.com | Replace `region` with the location of your Connect Customer instance | 443 (TCP) | OUTBOUND | SEND/RECEIVE +participant.connect.`region`.amazonaws.com | Replace `region` with the location of your Connect Customer instance | 443 (TCP) | OUTBOUND | SEND/RECEIVE +*.transport.connect.`region`.amazonaws.com This is used by ccp-v2. | Replace `region` with the location of your Connect Customer instance | 443 (TCP) | OUTBOUND | SEND/RECEIVE +`Amazon S3 bucket name`.s3.`region`.amazonaws.com | Replace `Amazon S3 bucket name` with the name of the location where you store attachments. Replace `region` with the location of your Connect Customer instance | 443 (TCP) | OUTBOUND | SEND/RECEIVE +TurnNlb-*.elb.`region`.amazonaws.com To instead add specific endpoints to your allowlist based on Region, see NLB endpoints. | Replace `region` with the location of your Connect Customer instance | 3478 (UDP) | OUTBOUND | SEND/RECEIVE +`instance-id.source-region`.sign-in.connect.aws This is used only if you have onboarded to [Connect Customer Global Resiliency](./setup-connect-global-resiliency.html). | Replace `instance-id` with your instance ID, and `source-region` with the AWS Region of your source instance. For more information, see [Integrate your identity provider (IdP) with an Connect Customer Global Resiliency SAML sign in endpoint](./integrate-idp.html). | 443 (HTTPS) | OUTBOUND | SEND/RECEIVE +*.`source-region`.region-discovery.connect.aws This is needed only if you have onboarded to [Connect Customer Global Resiliency](./setup-connect-global-resiliency.html). | Replace `source-region` with the AWS Region of your source instance. For instructions about how to find your source Region, see [How to find the source Region of your Connect Customer instances](./create-replica-connect-instance.html#how-to-find-source-region-of-instances). | 443 (HTTPS) | OUTBOUND | SEND/RECEIVE @@ -141 +141 @@ us-gov-west-1: | https://s3-us-gov-west-1.amazonaws.com/warp-drive-console-stati -The following table lists the specific endpoints for the Region the Amazon Connect instance is in. If you don't want to use the TurnNlb-*.elb.`region`.amazonaws.com wildcard, you can add these endpoints to your allowlist instead. +The following table lists the specific endpoints for the Region the Connect Customer instance is in. If you don't want to use the TurnNlb-*.elb.`region`.amazonaws.com wildcard, you can add these endpoints to your allowlist instead. @@ -159 +159 @@ us-gov-west-1 | TurnNlb-d7c623c23f628042.elb.us-gov-west-1.amazonaws.com -The second option relies on using an allowlist to define the IP addresses and ports that Amazon Connect can use. You create this allowlist using the IP addresses in the [AWS ip-ranges.json](https://ip-ranges.amazonaws.com/ip-ranges.json) file. +The second option relies on using an allowlist to define the IP addresses and ports that Connect Customer can use. You create this allowlist using the IP addresses in the [AWS ip-ranges.json](https://ip-ranges.amazonaws.com/ip-ranges.json) file. @@ -161 +161 @@ The second option relies on using an allowlist to define the IP addresses and po -If the Region you are using Amazon Connect in does not appear in the AWS ip-ranges.json file, use just the Global values. +If the Region you are using Connect Customer in does not appear in the AWS ip-ranges.json file, use just the Global values. @@ -163 +163 @@ If the Region you are using Amazon Connect in does not appear in the AWS ip-rang -For more information about this file, see About Amazon Connect IP address ranges. +For more information about this file, see About Connect Customer IP address ranges. @@ -167,2 +167,2 @@ IP-Ranges entry | AWS Region | Ports/Protocols | Direction | Traffic -AMAZON_CONNECT | GLOBAL and Region where your Amazon Connect instance is located (add GLOBAL AND any region-specific entry to your allowlist) | 3478 (UDP) | OUTBOUND | SEND/RECEIVE -EC2 | GLOBAL and Region where your Amazon Connect instance is located (GLOBAL only if a region-specific entry doesn't exist) | 443 (TCP) | OUTBOUND | SEND/RECEIVE +AMAZON_CONNECT | GLOBAL and Region where your Connect Customer instance is located (add GLOBAL AND any region-specific entry to your allowlist) | 3478 (UDP) | OUTBOUND | SEND/RECEIVE +EC2 | GLOBAL and Region where your Connect Customer instance is located (GLOBAL only if a region-specific entry doesn't exist) | 443 (TCP) | OUTBOUND | SEND/RECEIVE @@ -173 +173 @@ CLOUDFRONT | Global* | 443 (TCP) | OUTBOUND | SEND/RECEIVE -## About Amazon Connect IP address ranges +## About Connect Customer IP address ranges @@ -175 +175 @@ CLOUDFRONT | Global* | 443 (TCP) | OUTBOUND | SEND/RECEIVE -In the [AWS ip-ranges.json](https://ip-ranges.amazonaws.com/ip-ranges.json) file, the whole /19 IP address range is owned by Amazon Connect. All traffic to and from the /19 range comes to and from Amazon Connect. +In the [AWS ip-ranges.json](https://ip-ranges.amazonaws.com/ip-ranges.json) file, the whole /19 IP address range is owned by Connect Customer. All traffic to and from the /19 range comes to and from Connect Customer. @@ -177 +177 @@ In the [AWS ip-ranges.json](https://ip-ranges.amazonaws.com/ip-ranges.json) file -The /19 IP address range isn't shared with other services. It's for the exclusive use to Amazon Connect globally. +The /19 IP address range isn't shared with other services. It's for the exclusive use to Connect Customer globally. @@ -196 +196 @@ AWS always publishes any IP range twice: one for the specific service, and one f -When there are new IP address ranges supported for Amazon Connect, they are added to the publicly available ip-ranges.json file. They are kept for a minimum of 30 days before they are used by the service. After 30 days, softphone traffic through the new IP address ranges increases over the subsequent two weeks. After two weeks, traffic is routed through the new ranges equivalent to all available ranges. +When there are new IP address ranges supported for Connect Customer, they are added to the publicly available ip-ranges.json file. They are kept for a minimum of 30 days before they are used by the service. After 30 days, softphone traffic through the new IP address ranges increases over the subsequent two weeks. After two weeks, traffic is routed through the new ranges equivalent to all available ranges. @@ -208 +208 @@ AMAZON_CONNECT | For a Windows environment: 49152-65535 (UDP) For a Linux enviro -## Allow upload of time-off balances and allowances in Amazon Connect scheduling +## Allow upload of time-off balances and allowances in Connect Customer scheduling @@ -210 +210 @@ AMAZON_CONNECT | For a Windows environment: 49152-65535 (UDP) For a Linux enviro -To allow upload of time-off balances and allowances in Amazon Connect scheduling, add the following upload endpoints to your proxy exception list: +To allow upload of time-off balances and allowances in Connect Customer scheduling, add the following upload endpoints to your proxy exception list: @@ -221 +221 @@ For more information about the activities these endpoints support, see the follo - * [Set group allowance for time off in Amazon Connect](./config-group-allowance-to.html) + * [Set group allowance for time off in Connect Customer](./config-group-allowance-to.html) @@ -223 +223 @@ For more information about the activities these endpoints support, see the follo - * [Import an agent's time off balance to Amazon Connect](./upload-timeoff-balance.html) + * [Import an agent's time off balance to Connect Customer](./upload-timeoff-balance.html) @@ -230 +230 @@ For more information about the activities these endpoints support, see the follo -If you already added Amazon Connect IP ranges to your allowlist, and you don’t have any restriction on DNS name resolution, then you don't need to add **TurnNlb-*.elb.`region`.amazonaws.com** to your allowlist. +If you already added Connect Customer IP ranges to your allowlist, and you don’t have any restriction on DNS name resolution, then you don't need to add **TurnNlb-*.elb.`region`.amazonaws.com** to your allowlist. @@ -250 +250 @@ If you don't allow this domain, your agents will get the following error in thei -Consider the following when implementing your network configuration changes for Amazon Connect: +Consider the following when implementing your network configuration changes for Connect Customer: @@ -252 +252 @@ Consider the following when implementing your network configuration changes for - * You need to allow traffic for all addresses and ranges for the Region in which you created your Amazon Connect instance. + * You need to allow traffic for all addresses and ranges for the Region in which you created your Connect Customer instance. @@ -254 +254 @@ Consider the following when implementing your network configuration changes for - * If you are using a proxy or firewall between the CCP and Amazon Connect, increase the SSL certificate cache timeout to cover the duration of an entire shift for your agents, Do this to avoid connectivity issues with certificate renewals during their scheduled working time. For example, if your agents are scheduled to work 8 hour shifts that include breaks, increase the interval to 8 hours plus time for breaks and lunch. + * If you are using a proxy or firewall between the CCP and Connect Customer, increase the SSL certificate cache timeout to cover the duration of an entire shift for your agents, Do this to avoid connectivity issues with certificate renewals during their scheduled working time. For example, if your agents are scheduled to work 8 hour shifts that include breaks, increase the interval to 8 hours plus time for breaks and lunch. @@ -256 +256 @@ Consider the following when implementing your network configuration changes for - * When opening ports, Amazon EC2 and Amazon Connect require only the ports for endpoints in the same Region as your instance. Amazon CloudFront, however, serves static content from an edge location that has the lowest latency in relation to where your agents are located. IP range allowlists for CloudFront are global and require all IP ranges associated with "service": "CLOUDFRONT" in ip-ranges.json. + * When opening ports, Amazon EC2 and Connect Customer require only the ports for endpoints in the same Region as your instance. Amazon CloudFront, however, serves static content from an edge location that has the lowest latency in relation to where your agents are located. IP range allowlists for CloudFront are global and require all IP ranges associated with "service": "CLOUDFRONT" in ip-ranges.json. @@ -260 +260 @@ Consider the following when implementing your network configuration changes for - * If you are using a custom CCP with the Amazon Connect Streams API, you can create a media-less CCP that does not require opening ports for communication with Amazon Connect, but still requires ports opened for communication with Amazon EC2 and CloudFront. + * If you are using a custom CCP with the Connect Customer Streams API, you can create a media-less CCP that does not require opening ports for communication with Connect Customer, but still requires ports opened for communication with Amazon EC2 and CloudFront. @@ -267 +267 @@ Consider the following when implementing your network configuration changes for -Amazon Connect Region selection is contingent upon data governance requirements, use case, services available in each Region, and latency in relation to your agents, contacts, and external transfer endpoint geography. +Connect Customer Region selection is contingent upon data governance requirements, use case, services available in each Region, and latency in relation to your agents, contacts, and external transfer endpoint geography. @@ -269 +269 @@ Amazon Connect Region selection is contingent upon data governance requirements, - * **Agent location/network** —CCP connectivity traverses the public WAN, so it is important that the workstation has the lowest latency and fewest hops possible, specifically to the AWS Region where your resources and Amazon Connect instance are hosted. For example, hub and spoke networks that need to make several hops to reach an edge router can add latency and reduce the quality of experience. + * **Agent location/network** —CCP connectivity traverses the public WAN, so it is important that the workstation has the lowest latency and fewest hops possible, specifically to the AWS Region where your resources and Connect Customer instance are hosted. For example, hub and spoke networks that need to make several hops to reach an edge router can add latency and reduce the quality of experience. @@ -271 +271 @@ Amazon Connect Region selection is contingent upon data governance requirements, -When you set up your instance and agents, make sure to create your instance in the Region that is geographically closest to the agents. If you need to set up an instance in a specific Region to comply with company policies or other regulations, choose the configuration that results in the fewest network hops between your agents' computers and your Amazon Connect instance. +When you set up your instance and agents, make sure to create your instance in the Region that is geographically closest to the agents. If you need to set up an instance in a specific Region to comply with company policies or other regulations, choose the configuration that results in the fewest network hops between your agents' computers and your Connect Customer instance. @@ -273 +273 @@ When you set up your instance and agents, make sure to create your instance in t - * **Location of your callers** —Because calls are anchored to your Amazon Connect Region endpoint, they are subject to PSTN latency. Ideally your callers and transfer endpoints are geographically located as closely as possible to the AWS Region where your Amazon Connect instance is hosted for lowest latency. + * **Location of your callers** —Because calls are anchored to your Connect Customer Region endpoint, they are subject to PSTN latency. Ideally your callers and transfer endpoints are geographically located as closely as possible to the AWS Region where your Connect Customer instance is hosted for lowest latency. @@ -275 +275 @@ When you set up your instance and agents, make sure to create your instance in t -For optimal performance, and to limit the latency for your customers when they call in to your contact center, create your Amazon Connect instance in the Region that is geographically closest to where your customers call from. You might consider creating multiple Amazon Connect instances, and providing contact information to customers for the number that is closest to where they call from. +For optimal performance, and to limit the latency for your customers when they call in to your contact center, create your Connect Customer instance in the Region that is geographically closest to where your customers call from. You might consider creating multiple Connect Customer instances, and providing contact information to customers for the number that is closest to where they call from. @@ -277 +277 @@ For optimal performance, and to limit the latency for your customers when they c - * **External transfers** —from Amazon Connect remain anchored to your Amazon Connect Region endpoint for the duration of the call. Per-minute usage continues to accrue until the call is disconnected by the recipient of the transferred call. The call is not recorded after the agent drops or the transfer completes. The contact record data and associated call recording of a transferred call are generated after the call is terminated. Whenever possible, don't transfer calls that could be transferred back into Amazon Connect, known as circular transfers, to avoid compounding PSTN latency. + * **External transfers** —from Connect Customer remain anchored to your Connect Customer Region endpoint for the duration of the call. Per-minute usage continues to accrue until the call is disconnected by the recipient of the transferred call. The call is not recorded after the agent drops or the transfer completes. The contact record data and associated call recording of a transferred call are generated after the call is terminated. Whenever possible, don't transfer calls that could be transferred back into Connect Customer, known as circular transfers, to avoid compounding PSTN latency. @@ -282 +282 @@ For optimal performance, and to limit the latency for your customers when they c -## Agents using Amazon Connect remotely +## Agents using Connect Customer remotely @@ -286 +286 @@ For optimal performance, and to limit the latency for your customers when they c -If your agents are using SAML 2.0 to login to Amazon Connect, you need to allowlist the AWS SSO endpoints listed in [AWS Sign-In endpoints and quotas](https://docs.aws.amazon.com/general/latest/gr/signin-service.html). +If your agents are using SAML 2.0 to login to Connect Customer, you need to allowlist the AWS SSO endpoints listed in [AWS Sign-In endpoints and quotas](https://docs.aws.amazon.com/general/latest/gr/signin-service.html). @@ -288 +288 @@ If your agents are using SAML 2.0 to login to Amazon Connect, you need to allowl -Remote agents, those that use Amazon Connect from a location other than those connected to your organization's main network, may experience issues relating to their local network if they have an unstable connection, packet loss, or high latency. This is compounded if a VPN is required to access resources. Ideally, the agents are located close to the AWS Region where your AWS resources and Amazon Connect instance are hosted, and have a stable connection to the public WAN. +Remote agents, those that use Connect Customer from a location other than those connected to your organization's main network, may experience issues relating to their local network if they have an unstable connection, packet loss, or high latency. This is compounded if a VPN is required to access resources. Ideally, the agents are located close to the AWS Region where your AWS resources and Connect Customer instance are hosted, and have a stable connection to the public WAN. @@ -292 +292 @@ Remote agents, those that use Amazon Connect from a location other than those co -When rerouting audio to an existing device, consider the location of the device in relation to your Amazon Connect Region. This is so you can account for potential additional latency. If you reroute your audio, whenever there is a call intended for the agent, an outbound call is placed to the configured device. When the agent answers the device, that agent is connected with the caller. If the agent does not answer their device, they are moved into a missed contact state until they or a supervisor changes their state back to available. +When rerouting audio to an existing device, consider the location of the device in relation to your Connect Customer Region. This is so you can account for potential additional latency. If you reroute your audio, whenever there is a call intended for the agent, an outbound call is placed to the configured device. When the agent answers the device, that agent is connected with the caller. If the agent does not answer their device, they are moved into a missed contact state until they or a supervisor changes their state back to available. @@ -306 +306 @@ Consolidated metrics across Regions -Agent workstation requirements for app, web, and video calling in Amazon Connect +Agent workstation requirements for app, web, and video calling in Connect Customer