Third-party recorders and live media

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

Picture from this room.

1. Start. When policy says.
2. IAM. Cross-account role.
3. Stop. When the contact ends.
4. Import. WAV later if the tool wants a file.

What usually goes wrong: Mirroring the RTP to a recorder VM on a shelf.

Set up live media streaming of customer audio in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Glossary

• Start media streaming Sends live customer audio to Kinesis Video Streams for a third-party recorder or bot.
• Screen recording Records the agent desktop. On the Basic price list it is 0.006 USD per minute.
• Forecasting and agent scheduling The 4 Aug 2026 name for native WFM: forecast, capacity, schedules, and adherence.
• Schedule adherence How closely an agent's actual status matched the published schedule. Native metrics appear after schedules are published. Third-party WFM reads agent events.

Mind map

Open the Ecosystem mind map

Sister technologies

Connect answers the contact. Workforce, quality, emergency location, and the system of record sit beside it, and they only stay honest if they share ContactId.

Config and troubleshooting

Mirroring the RTP to a recorder VM on a shelf.

Adherence needs agent events, not a person refreshing a report. ResourceType AGENT_EVENTS and StorageType KINESIS_STREAM is the hook. A second consumer should read the stream, not a second delivery on the instance.

InstanceStorageConfig

Resources:
  AgentEvents:
    Type: AWS::Connect::InstanceStorageConfig
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      ResourceType: AGENT_EVENTS
      StorageType: KINESIS_STREAM
      KinesisStreamConfig:
        StreamArn: !GetAtt AgentStream.Arn

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.