Understanding network requirements for Contact Center

To access Contact Center through your network, allow specific IP addresses for both Contact Center and third-party services. Follow AWS Amazon Connect requirements and update your network settings to include necessary domains and IP ranges. This ensures smooth operation and access to features like analytics, user metrics, and beta toggling. Check AWS documentation for detailed IP ranges and configurations.




To make Contact Center accessible through your network, there are several IP addresses
you need to allow for Contact Center and for third-party services.
You should also follow the AWS Amazon Connect networking requirements. See Set up your network to use the Amazon Connect Contact
Control Panel (CCP) in the AWS documentation.
This article contains the following topics:

Allowing IP addresses for Contact
Center
Allowing IP addresses for third-party
services



Allowing IP addresses for Contact Center

The following domains must be allowed for Contact Center to be accessible in your
network.
‍Domain allow
list













Domain/URL allow list
Purpose
IP Ranges
Ports
Direction
Traffic




engage..localmeasure.com
Engage Agent desktop and corresponding back end. Replace with
one of the following: uk, us, syd, ca
Cloudfront https://docs.aws.amazon.com/AmazonCloudFront/latest/DeveloperGuide/LocationsOfEdgeServers.html

443 (TCP)
Outbound
Send/Receive


..localmeasure.com
Engage Agent desktop and corresponding back end. Replace with
one of the following: uk, us, syd, ca
Cloudfront https://docs.aws.amazon.com/AmazonCloudFront/latest/DeveloperGuide/LocationsOfEdgeServers.html

443 (TCP)
Outbound
Send/Receive


Customer-Deployed
This is deployed into the customer’s AWS account each time a
Cloudformation update is run. The URL changes each time and
needs to be updated after every upgrade. You can find this URL
in your Contact Center settings panel under “General Settings →
Main Configuration → Local Measure Connection → API Gateway
URL”
API Gateway https://ip-ranges.amazonaws.com/ip-ranges.json

443 (TCP)
Outbound
Send/Receive


app.launchdarkly.com
Enable this if you wish to get access to Beta
features
https://docs.launchdarkly.com/home/infrastructure/ip-list
443 (TCP)
Outbound
Send/Receive


clientstream.launchdarkly.com
Enable this if you wish to get access to Beta
features
https://docs.launchdarkly.com/home/infrastructure/ip-list
443 (TCP)
Outbound
Send/Receive


events.launchdarkly.com
Enable this if you wish to get access to Beta
features
https://docs.launchdarkly.com/home/infrastructure/ip-list
443 (TCP)
Outbound
Send/Receive


https://logs.browser-intake-datadoghq.com/
error logs for application monitoring
https://docs.datadoghq.com/api/latest/ip-ranges/
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








Allowing IP addresses for third-party services

There are several services that should be allowed so that they are accessible in your
network.



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 IPs listed in the
documented IP Range list provided by AWS. See Locations and IP address ranges of
CloudFront edge servers - Amazon CloudFront.

Customer-deployed services: Contact Center leverages 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 and can be accessed by using the ip-ranges.json
file.

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 these services
listed.