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VDI, VPN, and the audio path — Ecosystem

Glossary

Mind map

Open the CCP and workspace mind map

Sister technologies

If UDP 3478 is blocked, the agent is signed in and cannot hear the customer.

Config and troubleshooting

Testing on a home laptop and rolling out to a locked VDI fleet.

A custom CCP using amazon-connect-streams has to be served from an origin you approve on the instance. The softphone still needs UDP 3478. Approving the origin does not open that port.

ApprovedOrigin Streams

CloudFormation study snippet
Resources:
  CcpOrigin:
    Type: AWS::Connect::ApprovedOrigin
    Properties:
      InstanceId: !GetAtt CampusInstance.Id
      Origin: https://ccp.example.com

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

sources.json