Set up your network to use the Connect Customer Contact Control Panel (CCP)

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

AWS Site Terms; no-redistribution; short excerpts and locators only

Source notes citing this source

• AWS advises against transferring calls to destinations that could transfer them back into Amazon Connect (circular transfers), because PSTN latency compounds. in context
• When an agent's audio is rerouted to an existing device, Amazon Connect places an outbound call to that device for every call meant for the agent, and a missed answer puts the agent in a missed contact state. in context
• An external transfer from Amazon Connect stays anchored to the instance's Region for the whole call: per-minute usage accrues until the transfer recipient hangs up, and the call is not recorded after the agent drops or the transfer completes. in context
• AWS recommends the domain allowlist (Option 1) for CCP connectivity and testing it with more than 200 calls; an error rate above 2 percent suggests a proxy problem and a move to the IP-range allowlist (Option 2). in context
• The CCP softphone needs outbound UDP 3478 to the Region's TurnNlb endpoints; without it agents see Failed to establish softphone connection and miss calls. in context
• AWS states that the CCP softphone uses persistent outbound send/receive connections from the browser, so no client-side port has to be opened for inbound traffic. in context
• With a stateless firewall, Amazon Connect also requires allowing inbound UDP to the browser's ephemeral port range from AMAZON_CONNECT ranges (49152-65535 on Windows, 32768-61000 on Linux). in context
• Amazon Connect CCP softphone media requires outbound UDP 3478 (send/receive) to the regional TurnNlb-*.elb.<region>.amazonaws.com TURN endpoints. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Set up your network to use the Connect Customer Contact Control Panel (CCP). WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-ccp-networking

BibTeX

@misc{warmtransfer-aws-connect-ccp-networking,
  title  = {Set up your network to use the Connect Customer Contact Control Panel (CCP)},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-ccp-networking},
  note   = {Amazon Web Services, accessed 2026-09-24}
}