Understanding network requirements for Contact Center

As an admin, you must ensure your network infrastructure is configured to support real-time voice and application traffic, including firewalls, proxies, and bandwidth allocation. This involves allowlisting specific AWS domains and IP ranges, opening required ports, and ensuring audio traffic bypasses your proxies to maintain call quality.


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Summary: ◀▼
Ensure your network supports real-time voice and app traffic by allowlisting specific AWS domains, IP ranges, and opening required ports. This setup maintains call quality and enables full Contact Center functionality, including integration with Amazon Connect and third-party services for analytics and beta features. Keep your network updated with the necessary domains and IPs for both current and previous Contact Center versions to avoid disruptions.




As an admin, you must ensure your network infrastructure is configured to support
real-time voice and application traffic, including firewalls, proxies, and bandwidth
allocation. This involves allowlisting specific AWS domains and IP ranges, opening
required ports, and ensuring audio traffic bypasses your proxies to maintain call
quality.
This article covers network requirements specific to Contact Center. For
the broader Zendesk requirements, see Configuring your firewall for use with Zendesk
This article contains the following topics:

Understanding the network requirements
Allowing IP addresses for Contact Center
Allowing IP addresses for previous versions of Contact Center



Understanding the network requirements

Several services must be allowed for Contact Center to function:


Contact Center services: Contact Center leverages AWS CloudFront to
host and serve Contact Center. To reach the Contact Center SaaS-hosted
services, your network must be able to reach the associated IPs.

Customer-deployed services: Contact Center leverages the AWS API
Gateway as part of the CloudFormation stack deployed and hosted in your AWS
environment as a customer. The API Gateway service leverages an EDGE type
API gateway.

Additional third-party services: Zendesk leverages a number of
third-party services for extended functionality, including analytics,
user-metrics, and beta feature toggling. To ensure you have access to full
Contact Center functionality, you should allow the domains and IP addresses
of the services you use.

To ensure a smooth integration with Amazon Connect, you also need
to add Contact Center domains to Connect. For more information, see Configuring allowed domains in Amazon
Connect.
If any of your agents or supervisors needs to
use Amazon Connect Customer Contact Control Panel (CCP), you must Set up your network to use the
CCP.




Allowing IP addresses for Contact Center

The following domains must be allowed for Contact Center to be accessible in your
network.
Important: Ensure you also allow the domains and IPs
mentioned in Configuring your firewall for use with
Zendesk.














Domain/URL allowlist
Purpose
IP Ranges
Ports
Direction
Traffic




{subdomain}.zendesk.com
Agent desktop and corresponding back end.
Cloudfront edge
servers
443 (TCP)
Outbound
Send/Receive


https://logs.browser-intake-datadoghq.com/
error logs for application monitoring
Datadog
443 (TCP)
Outbound
Send/Receive








Allowing IP addresses for previous versions of Contact Center

For the Local Measure Engage and Zendesk for Contact Center app, the following domains
must be allowed for Contact Center to be accessible in your network.













Domain/URL allowlist
Purpose
IP Ranges
Ports
Direction
Traffic




engage.{region}.localmeasure.com (Replace region with one
of the following: uk, us, syd, ca.)

Engage Agent desktop and corresponding backend.
CloudFront edge
servers
443 (TCP)
Outbound
Send/Receive


.{region}.localmeasure.com (Replace region with one of the
following: uk, us, syd, ca.)

Engage Agent desktop and corresponding backend.
CloudFront edge
servers
443 (TCP)
Outbound
Send/Receive


Deployment-specific API Gateway URL (See Contact Center
settings panel under Admin Settings > General Settings >
Main Configuration &gt; Contact Center Connection &gt; API
Gateway URL.)

This is deployed into your AWS account each time a
CloudFormation update is run. The URL changes each time and
needs to be updated after every upgrade.
API Gateway
JSON
443 (TCP)
Outbound
Send/Receive


app.launchdarkly.com
Enable this if you wish to get access to Beta
features
Launchdarkly
443 (TCP)
Outbound
Send/Receive


clientstream.launchdarkly.com
Enable this if you wish to get access to Beta
features
Launchdarkly
443 (TCP)
Outbound
Send/Receive


events.launchdarkly.com
Enable this if you wish to get access to Beta
features
Launchdarkly
443 (TCP)
Outbound
Send/Receive


https://logs.browser-intake-datadoghq.com/
error logs for application monitoring
Datadog
443 (TCP)
Outbound
Send/Receive


www.facebook.com
Enable this only if Facebook chat is required
N/A
443 (TCP)
Outbound
Send/Receive


connect.facebook.net
Enable this only if Facebook chat is required
N/A
443 (TCP)
Outbound
Send/Receive


cdn.segment.com
Application analytics

443 (TCP)
Outbound
Send/Receive







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