System and network requirements for screen recording in Connect Customer

This topic provides the system requirements for using screen recording, and describes the detailed dataflow it uses in each platform.

System requirements

Here are the minimum system requirements for agent devices to perform screen recording. You'll need to scope additional memory, bandwidth, and CPU for the operating system and anything else running on the device to avoid resource contention.

Supported operating systems

Network requirements

URLs to add to your firewall allow list

To ensure smooth screen recording functionality, add the following URL patterns to your allow list.

Client App authentication

https://your-connect-instance-alias.my.connect.aws/taps/client/auth

Screen recording upload (from CCP)

We recommend the wildcard connect-recording-staging-*.s3.dualstack.your-region-name.amazonaws.com

If you prefer not to use wildcards, the full list of endpoints is available at https://screenrecording.connect.aws/config/connect-recording-endpoint-allowlist.json

This list may be updated in the future. Refer to the createDate field at the top of the file to check for updates.

Browser extension updates (required for rule-based redaction)

If you use rule-based redaction, the agent's browser must be able to download and update the Connect Customer browser extension. Allow outbound HTTPS to the following.

We recommend the wildcard https://screenrecording.connect.aws/*, which covers all current and future extension paths for both browsers.

If you prefer not to use wildcards, allow these specific URLs:

For extension identifiers and deployment instructions, see Deploy the browser extension.

Port used for screen recording

The Connect Customer Client Application communicates with the CCP through a local websocket on port 5431 (on Windows) and 35431 (on Chrome OS).

Sequence diagram

The following sequence diagram shows the network calls between different components involved in screen recording.

Browser enterprise policy for local network access

Modern browsers enforce Local Network Access (LNA) restrictions on WebSocket connections. These restrictions block the local WebSocket connection between the Contact Control Panel and the Connect Customer Client Application, causing screen recordings to fail.

For screen recording to work, you must deploy the appropriate browser enterprise policy to your agents' workstations for each browser they use. The policy pre-grants the minimal network access for the Contact Control Panel, so agents are neither blocked nor prompted. Configure the policy to allow the Contact Control Panel to reach the Connect Customer Client Application over the local connection; the policy name, the value to configure, and the configuration examples differ by browser – see the following sections.

Google Chrome and Microsoft Edge

Starting with Google Chrome version 147 and Microsoft Edge version 147, Chromium-based browsers enforce LNA restrictions on WebSocket connections.

Deploy the LoopbackNetworkAllowedForUrls enterprise policy. Example policy value: [*.]my.connect.aws

The following example commands set the registry policy for the domain [*.]my.connect.aws on Windows:

reg add "HKLM\SOFTWARE\Policies\Google\Chrome\LoopbackNetworkAllowedForUrls" /v 1 /t REG_SZ /d "[*.]my.connect.aws"
reg add "HKLM\SOFTWARE\Policies\Microsoft\Edge\LoopbackNetworkAllowedForUrls" /v 1 /t REG_SZ /d "[*.]my.connect.aws"

For more details on this browser change, see New permission prompt for Local Network Access in the Chrome developer documentation.

Mozilla Firefox

Starting with Mozilla Firefox version 154, Firefox enforces LNA restrictions on WebSocket connections.

Deploy the LocalNetworkAccess enterprise policy and add the loopback address 127.0.0.1 to the SkipDomains list. On Firefox, list the loopback address that the Connect Customer Client Application listens on, rather than your Contact Control Panel domain.

Example policies.json configuration:

{
  "policies": {
    "LocalNetworkAccess": {
      "Enabled": true,
      "SkipDomains": ["127.0.0.1"],
      "Locked": true
    }
  }
}

The following example command sets the equivalent policy through the Windows registry (GPO):

reg add "HKLM\SOFTWARE\Policies\Mozilla\Firefox\LocalNetworkAccess\SkipDomains" /v 1 /t REG_SZ /d "127.0.0.1"

For details, see LocalNetworkAccess in the Firefox enterprise policy documentation.

Requirements for rule-based redaction

If you use Rule-based redaction for screen recordings, agent workstations must meet the following additional requirements.

Display scaling from 100% through 200% is supported on single-monitor and multi-monitor workstations.