AWS prescriptive-guidance documentation change
Summary
Updated documentation links, corrected product references to 'AWS Direct Connect', fixed image paths, and made minor text formatting changes. Added explicit guidance about VPN split tunneling for voice traffic and network configuration best practices.
Security assessment
The changes primarily involve documentation structure, link updates, and clarifications about network configurations. While there are references to security-adjacent topics like VPN split tunneling and SSO, these are existing recommendations without evidence of addressing new vulnerabilities or adding new security features. The VPN split tunneling guidance improves network efficiency but doesn't directly address a vulnerability.
Diff
diff --git a/prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.md b/prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.md index 5c262e012..bce1d0c71 100644 --- a//prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.md +++ b//prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.md @@ -5 +5 @@ -[Documentation](/index.html)[AWS Prescriptive Guidance](https://aws.amazon.com/prescriptive-guidance/)[Strategies for migrating your contact center to Connect Customer](welcome.html) +[Documentation](/index.html)[AWS Prescriptive Guidance](https://aws.amazon.com/prescriptive-guidance/)[Strategies for migrating your contact center to Connect Customer](introduction.html) @@ -9 +9 @@ -For more information about the following technical best practices and additional recommendations, see [Best practices for Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/best-practices.html) in the _Connect Customer Administrator Guide_. +For more information about the following technical best practices and additional recommendations, see [Best practices for Amazon Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/best-practices.html) in the Connect Customer documentation. @@ -11 +11 @@ For more information about the following technical best practices and additional -**Voice traffic path** – Will audio streams travel across your corporate internet link, or should you use an Direct Connect connection as a dedicated link? Direct Connect avoids latency-sensitive voice traffic competing with general traffic across data center internet pipes such as web browsing and email. +**Voice traffic path** – Will audio streams travel across your corporate internet link, or should you use an AWS Direct Connect connection as a dedicated link? AWS Direct Connect avoids latency-sensitive voice traffic competing with general traffic across data center internet pipes such as web browsing and email. @@ -13 +13 @@ For more information about the following technical best practices and additional -**Setting up your network** – A healthy end-to-end network connection is essential for a consistent and stable user experience. You should consider every component, from the agent's device, through their local network connection and virtual private network (VPN), if applicable, to Connect Customer. A network connection is only as healthy as its weakest link. To optimize your network for Connect Customer, review [Set up your network](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html) in the _Connect Customer Administrator Guide_. +**Setting up your network** – A healthy end-to-end network connection is essential for a consistent and stable user experience. You should consider every component, from the agent's device, through their local network connection and virtual private network (VPN), if applicable, to Connect Customer. A network connection is only as healthy as its weakest link. To optimize your network for Connect Customer, review [Set up your network](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html) in the Connect Customer documentation. @@ -15 +15 @@ For more information about the following technical best practices and additional -**Remote agents** – Do your agents use a VPN when they work from home? If so, consider enabling VPN split tunneling for voice traffic. This routes delay-sensitive voice traffic across the local internet instead of sending it back to the data center and routing it out to Connect Customer over the internet. If you don’t use split tunneling, latency is needlessly increased (resulting in delayed audio or sluggish soft-phone actions), additional traffic load is placed on the VPN concentrator device, and your data center internet ingress and egress charges go up. +**Remote agents** – Do your agents use a VPN when they work from home? If so, consider enabling VPN split tunneling for voice traffic. This routes delay-sensitive voice traffic across the local internet instead of sending it back to the data center and routing it out to Connect Customer over the internet. If you don't use split tunneling, latency is needlessly increased (resulting in delayed audio or sluggish soft-phone actions), additional traffic load is placed on the VPN concentrator device, and your data center internet ingress and egress charges go up. @@ -41 +41 @@ _NGN backend repointing_ – Perform a backend repoint of the frontend NGN numbe - + @@ -47 +47,4 @@ _Number porting_ – This process consists of two stages: - + + + + @@ -51 +53,0 @@ _Number porting_ – This process consists of two stages: - @@ -54,0 +57 @@ _Number porting_ – This process consists of two stages: + @@ -56 +59 @@ _Number porting_ – This process consists of two stages: -**Transferring calls between other platforms and Connect Customer** – Organizations often migrate agents to Connect Customer in groups based on line of business, job type, or other criteria. During a period of time, agent groups on other platforms are progressively migrated to Connect Customer. Depending on the number and size of the groups, the migration phase might take several months, and teams that are spread across different platforms might have to transfer calls to each other during this period. +**Transferring calls between other platforms and Amazon Connect** –**** Organizations often migrate agents to Connect Customer in groups based on line of business, job type, or other criteria. During a period of time, agent groups on other platforms are progressively migrated to Connect Customer. Depending on the number and size of the groups, the migration phase might take several months, and teams that are spread across different platforms might have to transfer calls to each other during this period. @@ -62 +65 @@ Consider whether call attached data has to be exchanged between platforms during - * **Transfers without call attached data** – Structure migration group phasing to reduce the operational need for transfers where call attached data would be necessary. For example, migrate teams that frequently transfer calls to each other together, after a caller has exchanged a significant amount of data, which would otherwise need to be recaptured. If a caller interacts only minimally with IVRs or agents before being transferred across platforms, it might be unnecessary to exchange call attached data. You should also consider expediting migration timelines to minimize the period when cross-platform transfers would be performed. This means accepting a temporary inconvenience in exchange for not having to build technical debt and manage a cross-platform data exchange solution that will no longer be required after migrations are complete. + * **Transfers without call attached data** \- Structure migration group phasing to reduce the operational need for transfers where call attached data would be necessary. For example, migrate teams that frequently transfer calls to each other together, after a caller has exchanged a significant amount of data, which would otherwise need to be recaptured. If a caller interacts only minimally with IVRs or agents before being transferred across platforms, it might be unnecessary to exchange call attached data. You should also consider expediting migration timelines to minimize the period when cross-platform transfers would be performed. This means accepting a temporary inconvenience in exchange for not having to build technical debt and manage a cross-platform data exchange solution that will no longer be required after migrations are complete. @@ -64 +67 @@ Consider whether call attached data has to be exchanged between platforms during - * **Transfers with call attached data** – This approach is relevant for teams that will be spread across platforms for a significant period of time and need to have call attached data exchanged during transfers to maintain operational performance. Use a technique called _rolling dialed number identification service (DNIS)_. For an example of how you can get started with rolling DNIS, see the GitHub repository [Transfers from Legacy Platform into Connect Customer](https://github.com/aws-samples/Transfers_from_Legacy_Platform_into_Amazon_Connect). + * **Transfers with call attached data** \- This approach is relevant for teams that will be spread across platforms for a significant period of time and need to have call attached data exchanged during transfers to maintain operational performance. Use a technique called _rolling dialed number identification service (DNIS)_. For an example of how you can get started with rolling DNIS, see the GitHub repository [Transfers from Legacy Platform into Connect Customer](https://github.com/aws-samples/Transfers_from_Legacy_Platform_into_Amazon_Connect). @@ -75 +78 @@ You can create new accounts with specific policies, rules, and principles, based -**Single sign-on (SSO)** – Use SSO to enable users to log in to Connect Customer by using their corporate credentials (for example, through Active Directory) instead of requiring a separate username and password. This provides the optimum user experience because it doesn’t require an additional login step or another set of credentials. It also avoids the need to centrally manage separate login credentials for password resets and other operations. Connect Customer supports a number of identity management integration patterns. For more information, see [Plan your identity management in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/connect-identity-management.html) in the _Connect Customer Administrator Guide_. +**Single sign-on (SSO)** – Use SSO to enable users to log in to Connect Customer by using their corporate credentials (for example, through Active Directory) instead of requiring a separate username and password. This provides the optimum user experience because it doesn't require an additional login step or another set of credentials. It also avoids the need to centrally manage separate login credentials for password resets and other operations. Connect Customer supports a number of identity management integration patterns. For more information, see [Plan your identity management in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/connect-identity-management.html) in the Connect Customer documentation. @@ -77 +80 @@ You can create new accounts with specific policies, rules, and principles, based -**Workstation devices** – Verify that end-user (for example, agent and supervisor) machines meet the minimum CPU and memory requirements noted in the [Agent headset and workstation requirements for the CCP](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-agent-hardware.html) section of the _Connect Customer Administrator Guide_. If you’re planning to use these workstations for tasks outside contact center work, they should meet higher requirements. Use the Connect Customer [Endpoint Test Utility](https://docs.aws.amazon.com/connect/latest/adminguide/check-connectivity-tool.html) to check device and network compatibility. We recommend that you run this utility on a variety of agent workstations at different locations, including agents who are working from home or from distinct network-island locations, to ensure compatibility across your organization. +**Workstation devices** – Verify that end-user (for example, agent and supervisor) machines meet the minimum CPU and memory requirements noted in the [Agent headset and workstation requirements for the CCP](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-agent-hardware.html) section of the Connect Customer documentation. If you're planning to use these workstations for tasks outside contact center work, they should meet higher requirements. Use the Connect Customer [Endpoint Test Utility](https://docs.aws.amazon.com/connect/latest/adminguide/check-connectivity-tool.html) to check device and network compatibility. We recommend that you run this utility on a variety of agent workstations at different locations, including agents who are working from home or from distinct network-island locations, to ensure compatibility across your organization. @@ -83 +86 @@ You can create new accounts with specific policies, rules, and principles, based -**Wired network connections** – Devices should use wired (Ethernet) connections to ensure a stable, high-quality audio experience. Verify that devices have wired ports. If a dongle is required, it must be budgeted and procured before migration. +**Wired network connectio** ns – Devices should use wired (Ethernet) connections to ensure a stable, high-quality audio experience. Verify that devices have wired ports. If a dongle is required, it must be budgeted and procured before migration. @@ -85 +88 @@ You can create new accounts with specific policies, rules, and principles, based -**Microphone and speaker** **settings** – If your organization uses multi-purpose devices, confirm that shared use of microphones and speakers is allowed (turn off exclusive mode). For guidance, see [One-way audio from customers?](https://docs.aws.amazon.com/connect/latest/adminguide/one-way-audio-from-customers.html) in the _Connect Customer Administrator Guide_. This guidance applies to both speakers and microphones. +**Microphone and speaker** **settings** – If your organization uses multi-purpose devices, confirm that shared use of microphones and speakers is allowed (turn off exclusive mode). For guidance, see [One-way audio from customers?](https://docs.aws.amazon.com/connect/latest/adminguide/one-way-audio-from-customers.html) in the Connect Customer documentation. This guidance applies to both speakers and microphones.