Understanding network requirements for Contact Center

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<strong>Add-on</strong>
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<td>Contact Center</td>
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<p id="docs-ai-summary-content">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.</p>
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<div class="body">

<p class="p">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.</p>
<p class="p">This article covers network requirements specific to Contact Center. For
the broader Zendesk requirements, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842860186" target="_blank">Configuring your firewall for use with Zendesk</a></p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="cc_networking__ul_w1g_lfn_wgc">
<li class="li"><a class="xref" href="#net-reqs">Understanding the network requirements</a></li>
<li class="li"><a class="xref" href="#net-allowlist">Allowing IP addresses for Contact Center</a></li>
<li class="li"><a class="xref" href="#net-allowlist-legacy">Allowing IP addresses for previous versions of Contact Center</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="net-reqs">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the network requirements</h2>
<div class="body">
<p class="p">Several services must be allowed for Contact Center to function:</p>
<ul class="ul" id="net-reqs__ul_typ_bdr_xgc">
<li class="li">
<strong class="ph b">Contact Center services</strong>: 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.</li>
<li class="li">
<strong class="ph b">Customer-deployed services</strong>: 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.</li>
<li class="li">
<strong class="ph b">Additional third-party services</strong>: 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.</li>
</ul>
<p class="p">To ensure a smooth integration with Amazon Connect, you also need
to add Contact Center domains to Connect. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9829256194330" target="_blank">Configuring allowed domains in Amazon
Connect</a>.</p>
<p class="p">If any of your agents or supervisors needs to
use Amazon Connect Customer Contact Control Panel (CCP), you must <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" target="_blank">Set up your network to use the
CCP</a>.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="net-allowlist">
<h2 class="title topictitle2" id="ariaid-title3">Allowing IP addresses for Contact Center</h2>
<div class="body">
<div class="p">The following domains must be allowed for Contact Center to be accessible in your
network.<div class="note important">
<span class="importanttitle">Important:</span> Ensure you also allow the domains and IPs
mentioned in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842860186" target="_blank">Configuring your firewall for use with
Zendesk</a>.</div>
</div>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="net-allowlist__table_kgd_fkq_zgc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e136" style="vertical-align:top;">Domain/URL allowlist</th>
<th class="entry nocellnorowborder" id="d52e139" style="vertical-align:top;">Purpose</th>
<th class="entry nocellnorowborder" id="d52e142" style="vertical-align:top;">IP Ranges</th>
<th class="entry nocellnorowborder" id="d52e145" style="vertical-align:top;">Ports</th>
<th class="entry nocellnorowborder" id="d52e148" style="vertical-align:top;">Direction</th>
<th class="entry cell-norowborder" id="d52e152" style="vertical-align:top;">Traffic</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e136" style="vertical-align:top;">{subdomain}.zendesk.com</td>
<td class="entry nocellnorowborder" headers="d52e139" style="vertical-align:top;">Agent desktop and corresponding back end.</td>
<td class="entry nocellnorowborder" headers="d52e142" style="vertical-align:top;"><a class="xref" href="https://docs.aws.amazon.com/AmazonCloudFront/latest/DeveloperGuide/LocationsOfEdgeServers.html" target="_blank">Cloudfront edge
servers</a></td>
<td class="entry nocellnorowborder" headers="d52e145" style="vertical-align:top;">443 (TCP)</td>
<td class="entry nocellnorowborder" headers="d52e148" style="vertical-align:top;">Outbound</td>
<td class="entry cell-norowborder" headers="d52e152" style="vertical-align:top;">Send/Receive</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e136" style="vertical-align:top;">https://logs.browser-intake-datadoghq.com/</td>
<td class="entry row-nocellborder" headers="d52e139" style="vertical-align:top;">error logs for application monitoring</td>
<td class="entry row-nocellborder" headers="d52e142" style="vertical-align:top;"><a class="xref" href="https://docs.datadoghq.com/api/latest/ip-ranges/" target="_blank">Datadog</a></td>
<td class="entry row-nocellborder" headers="d52e145" style="vertical-align:top;">443 (TCP)</td>
<td class="entry row-nocellborder" headers="d52e148" style="vertical-align:top;">Outbound</td>
<td class="entry cellrowborder" headers="d52e152" style="vertical-align:top;">Send/Receive</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="net-allowlist-legacy">
<h2 class="title topictitle2" id="ariaid-title4">Allowing IP addresses for previous versions of Contact Center</h2>
<div class="body">
<p class="p">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.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="net-allowlist-legacy__table_kgd_fkq_eng" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
<col>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d52e246" style="vertical-align:top;">Domain/URL allowlist</th>
<th class="entry nocellnorowborder" id="d52e249" style="vertical-align:top;">Purpose</th>
<th class="entry nocellnorowborder" id="d52e252" style="vertical-align:top;">IP Ranges</th>
<th class="entry nocellnorowborder" id="d52e255" style="vertical-align:top;">Ports</th>
<th class="entry nocellnorowborder" id="d52e258" style="vertical-align:top;">Direction</th>
<th class="entry cell-norowborder" id="d52e262" style="vertical-align:top;">Traffic</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e246" style="vertical-align:top;">engage.{region}.localmeasure.com<p class="p">(Replace region with one
of the following: uk, us, syd, ca.)</p>
</td>
<td class="entry nocellnorowborder" headers="d52e249" style="vertical-align:top;">Engage Agent desktop and corresponding backend.</td>
<td class="entry nocellnorowborder" headers="d52e252" style="vertical-align:top;"><a class="xref" href="https://docs.aws.amazon.com/AmazonCloudFront/latest/DeveloperGuide/LocationsOfEdgeServers.html" target="_blank">CloudFront edge
servers</a></td>
<td class="entry nocellnorowborder" headers="d52e255" style="vertical-align:top;">443 (TCP)</td>
<td class="entry nocellnorowborder" headers="d52e258" style="vertical-align:top;">Outbound</td>
<td class="entry cell-norowborder" headers="d52e262" style="vertical-align:top;">Send/Receive</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e246" style="vertical-align:top;">.{region}.localmeasure.com<p class="p">(Replace region with one of the
following: uk, us, syd, ca.)</p>
</td>
<td class="entry nocellnorowborder" headers="d52e249" style="vertical-align:top;">Engage Agent desktop and corresponding backend.</td>
<td class="entry nocellnorowborder" headers="d52e252" style="vertical-align:top;"><a class="xref" href="https://docs.aws.amazon.com/AmazonCloudFront/latest/DeveloperGuide/LocationsOfEdgeServers.html" target="_blank">CloudFront edge
servers</a></td>
<td class="entry nocellnorowborder" headers="d52e255" style="vertical-align:top;">443 (TCP)</td>
<td class="entry nocellnorowborder" headers="d52e258" style="vertical-align:top;">Outbound</td>
<td class="entry cell-norowborder" headers="d52e262" style="vertical-align:top;">Send/Receive</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e246" style="vertical-align:top;">Deployment-specific API Gateway URL<p class="p">(See Contact Center
settings panel under <strong class="ph b">Admin Settings &gt; General Settings &gt;
Main Configuration &gt; Contact Center Connection &gt; API
Gateway URL</strong>.)</p>
</td>
<td class="entry nocellnorowborder" headers="d52e249" style="vertical-align:top;">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.</td>
<td class="entry nocellnorowborder" headers="d52e252" style="vertical-align:top;"><a class="xref" href="https://ip-ranges.amazonaws.com/ip-ranges.json" target="_blank">API Gateway
JSON</a></td>
<td class="entry nocellnorowborder" headers="d52e255" style="vertical-align:top;">443 (TCP)</td>
<td class="entry nocellnorowborder" headers="d52e258" style="vertical-align:top;">Outbound</td>
<td class="entry cell-norowborder" headers="d52e262" style="vertical-align:top;">Send/Receive</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e246" style="vertical-align:top;">app.launchdarkly.com</td>
<td class="entry nocellnorowborder" headers="d52e249" style="vertical-align:top;">Enable this if you wish to get access to Beta
features</td>
<td class="entry nocellnorowborder" headers="d52e252" style="vertical-align:top;"><a class="xref" href="https://docs.launchdarkly.com/home/infrastructure/ip-list" target="_blank">Launchdarkly</a></td>
<td class="entry nocellnorowborder" headers="d52e255" style="vertical-align:top;">443 (TCP)</td>
<td class="entry nocellnorowborder" headers="d52e258" style="vertical-align:top;">Outbound</td>
<td class="entry cell-norowborder" headers="d52e262" style="vertical-align:top;">Send/Receive</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e246" style="vertical-align:top;">clientstream.launchdarkly.com</td>
<td class="entry nocellnorowborder" headers="d52e249" style="vertical-align:top;">Enable this if you wish to get access to Beta
features</td>
<td class="entry nocellnorowborder" headers="d52e252" style="vertical-align:top;"><a class="xref" href="https://docs.launchdarkly.com/home/infrastructure/ip-list" target="_blank">Launchdarkly</a></td>
<td class="entry nocellnorowborder" headers="d52e255" style="vertical-align:top;">443 (TCP)</td>
<td class="entry nocellnorowborder" headers="d52e258" style="vertical-align:top;">Outbound</td>
<td class="entry cell-norowborder" headers="d52e262" style="vertical-align:top;">Send/Receive</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e246" style="vertical-align:top;">events.launchdarkly.com</td>
<td class="entry nocellnorowborder" headers="d52e249" style="vertical-align:top;">Enable this if you wish to get access to Beta
features</td>
<td class="entry nocellnorowborder" headers="d52e252" style="vertical-align:top;"><a class="xref" href="https://docs.launchdarkly.com/home/infrastructure/ip-list" target="_blank">Launchdarkly</a></td>
<td class="entry nocellnorowborder" headers="d52e255" style="vertical-align:top;">443 (TCP)</td>
<td class="entry nocellnorowborder" headers="d52e258" style="vertical-align:top;">Outbound</td>
<td class="entry cell-norowborder" headers="d52e262" style="vertical-align:top;">Send/Receive</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e246" style="vertical-align:top;">https://logs.browser-intake-datadoghq.com/</td>
<td class="entry nocellnorowborder" headers="d52e249" style="vertical-align:top;">error logs for application monitoring</td>
<td class="entry nocellnorowborder" headers="d52e252" style="vertical-align:top;"><a class="xref" href="https://docs.datadoghq.com/api/latest/ip-ranges/" target="_blank">Datadog</a></td>
<td class="entry nocellnorowborder" headers="d52e255" style="vertical-align:top;">443 (TCP)</td>
<td class="entry nocellnorowborder" headers="d52e258" style="vertical-align:top;">Outbound</td>
<td class="entry cell-norowborder" headers="d52e262" style="vertical-align:top;">Send/Receive</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e246" style="vertical-align:top;">www.facebook.com</td>
<td class="entry nocellnorowborder" headers="d52e249" style="vertical-align:top;">Enable this only if Facebook chat is required</td>
<td class="entry nocellnorowborder" headers="d52e252" style="vertical-align:top;">N/A</td>
<td class="entry nocellnorowborder" headers="d52e255" style="vertical-align:top;">443 (TCP)</td>
<td class="entry nocellnorowborder" headers="d52e258" style="vertical-align:top;">Outbound</td>
<td class="entry cell-norowborder" headers="d52e262" style="vertical-align:top;">Send/Receive</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d52e246" style="vertical-align:top;">connect.facebook.net</td>
<td class="entry nocellnorowborder" headers="d52e249" style="vertical-align:top;">Enable this only if Facebook chat is required</td>
<td class="entry nocellnorowborder" headers="d52e252" style="vertical-align:top;">N/A</td>
<td class="entry nocellnorowborder" headers="d52e255" style="vertical-align:top;">443 (TCP)</td>
<td class="entry nocellnorowborder" headers="d52e258" style="vertical-align:top;">Outbound</td>
<td class="entry cell-norowborder" headers="d52e262" style="vertical-align:top;">Send/Receive</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d52e246" style="vertical-align:top;">cdn.segment.com</td>
<td class="entry row-nocellborder" headers="d52e249" style="vertical-align:top;">Application analytics</td>
<td class="entry row-nocellborder" headers="d52e252" style="vertical-align:top;"> </td>
<td class="entry row-nocellborder" headers="d52e255" style="vertical-align:top;">443 (TCP)</td>
<td class="entry row-nocellborder" headers="d52e258" style="vertical-align:top;">Outbound</td>
<td class="entry cellrowborder" headers="d52e262" style="vertical-align:top;">Send/Receive</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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