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Third-party recorders and live media — Learn it in 5 minutes
About five minutes of reading
Some QM suites want the audio while the call is up. That is Kinesis Video Streams, not a second SIP trunk.
Start media streaming opens live customer audio. Stop media streaming ends it. Third-party tools consume the stream. A tool in another account needs the stream ARN from the contact event and an IAM role that can read it. After the call, many tools also import the WAV from S3 using the CTR.
Faults: streaming never started because the block was skipped, the cross-account role is wrong, or the tool looks for a stereo file Connect did not write in the shape it expects. Read the tool's format note. Do not guess PCM layout.
- Streaming and S3 recording can both be on. Know which one the evaluator uses.
- Stop the stream. Leaked streams cost money and keep audio you meant to end.
- Do not stream calls that your policy says must not be recorded.
- Test cross-account access with a security review, not with a long-lived access key.
Number on this page: Live path KVS. Start media streaming
Sources and go deeper
- Set up live media streaming of customer audio in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
- Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
- Set up US emergency calling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
- Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer AWS docs. last checked 2026-10
- Use Connect Customer Customer Profiles - Amazon Connect Customer AWS docs. last checked 2026-10
- Workforce management - Wikipedia Wikipedia. last checked 2026-10
- Enhanced 911 - Wikipedia Wikipedia. last checked 2026-10
- Customer relationship management - Wikipedia Wikipedia. last checked 2026-10