Why are we doing this?

AWS periodically deprecates Lambda runtime version support. When a runtime reaches end of support, AWS first stops applying security patches and eventually stops executing functions that use it entirely.

The table below shows which Operata stacks are affected and the dates you need to plan around.

Support Deadline – AWS stops maintaining the runtime. Your functions continue to run, but no further security patches or updates are applied.

Function Blocked – AWS stops executing functions that use the deprecated runtime. Invocations are blocked until the function is upgraded to a supported runtime.

Stack	Runtime	Support Deadline	Function Blocked
CTR	Amazon Linux 2	31 July 2026	3 March 2027
CLD	Amazon Linux 2	31 July 2026	3 March 2027
CLD	Python 3.9	Already passed	30 September 2026

Operata has new CloudFormation templates that update your Operata Stack Lambdas to supported versions: Python 3.13 and Amazon Linux 2023.

Before you start

Time: Each stack takes approximately 5-15 minutes to update.
Data gap: There will be a brief gap in data collection during each update. Calls handled in the 2-5 minute update window will not appear in Operata. Schedule updates outside peak contact centre hours. This update changes the data being collected.
Operata API URL: As part of this update, you must confirm the Operata API URL parameter in your CTR and CLD stacks matches the region where your data is sent. See the region table below.

Region	Operata API URL
Australia (AU)	`https://api.operata.io` OR `https://api-ap-southeast-2.operata.io`
United States (US)	`https://api-us-east`-`2.operata.io`

⚠️ The CLR stack cannot be updated in place - it requires an uninstall followed by a fresh install. See Contact Lens Rules (CLR) for separate instructions.

How to apply each update:

Follow the steps below for each stack you need to update.

Log in to the AWS Management Console and navigate to CloudFormation.
Select the relevant stack from the list (typically contains the word Operata in the name).
Click Update stack (top right) → select Make a direct update.
Under Prepare template, select Replace existing template.
Under Specify template, select Amazon S3 URL.
Paste the template URL for your stack (see URLs listed below) into the Amazon S3 URL field and click Next.
On the parameters page, check the Operata API URL parameter and set it to the endpoint for the region where your data is sent:
AU customers: leave as is - https://api.operata.io is valid. No change needed.
US customers: change it to https://api-us-east-2.operata.io

Not sure which region applies to you? Contact Operata before proceeding.
Leave all other parameters unchanged unless advised by Operata, and step through the remaining wizard pages.
Submit the update and monitor the Events tab until the stack shows UPDATE_COMPLETE.

Stacks to update

You may have up to three stacks per Operata Group, depending on your setup.

To check which stacks you have, go to AWS CloudFormation → Stacks and search for Operata. Stack names will generally contain CTR, CLD, or CLR.

If you have more than one Operata Group, repeat this process for each Group.

Update the stacks you have in this order: CTR first, then CLD, then CLR.

1. Contact Trace Records (CTR)

Use the generic update steps above to apply this template.

Use this template URL when updating your CTR stack:

https://s3.ap-southeast-2.amazonaws.com/operata-customer-assets/ccv3-templates/cloud-collector-v3-contact-trace-records.yaml

2. Contact Lens Data (CLD)

Use the generic update steps above to apply this template.

Use this template URL when updating your Contact Lens Data (CLD) stack:

https://s3.ap-southeast-2.amazonaws.com/operata-customer-assets/ccv3-templates/cloud-collector-v3-contact-lens-data.yaml

⚠️ Converting VPC-configured installations to Non VPC only - [additional steps required before updating]

The Contact Lens Data stack creates ENI (Elastic Network Interface) resources that must be manually deleted during the update so it can complete successfully. Skipping this step may cause the stack update to stall or fail.

To find and delete ENI resources:

In the AWS Management Console, navigate to EC2 → Network Interfaces (under Network & Security).
Click the Search bar at the top of the list.
Select Security group name from the dropdown filter options.
Type the partial name (e.g. operata-contactlens) and press Enter.

This will show all ENIs associated with that Security Group.
Copy the Network Interface IDs from the results.

Update the ENI IDs in the script below with the values you copied.

Template Bash Script:
Note: This script targets ap-southeast-2.
Update the region values if your environment is in a different AWS region.

for ENI_ID in \
  eni-0a1b2c3d4e5f67890 \
  eni-0b2c3d4e5f6a78901 \
  eni-0c3d4e5f6a7b89012; do
  echo "=== Processing $ENI_ID ==="
  aws ec2 describe-network-interfaces \
    --network-interface-ids $ENI_ID \
    --query "NetworkInterfaces[0].{Status:Status,AttachID:Attachment.AttachmentId}" \
    --output table \
    --region ap-southeast-2
  ATTACH_ID=$(aws ec2 describe-network-interfaces \
    --network-interface-ids $ENI_ID \
    --query "NetworkInterfaces[0].Attachment.AttachmentId" \
    --output text --region ap-southeast-2)
  if [ "$ATTACH_ID" != "None" ] && [ -n "$ATTACH_ID" ]; then
    echo "Detaching $ATTACH_ID..."
    aws ec2 detach-network-interface \
      --attachment-id $ATTACH_ID \
      --force \
      --region ap-southeast-2
    sleep 5
  fi
  echo "Deleting $ENI_ID..."
  aws ec2 delete-network-interface \
    --network-interface-id $ENI_ID \
    --region ap-southeast-2
done

Run the updated script in AWS CloudShell, replacing the placeholder ENI IDs with the values from step 5.

3. Contact Lens Rules (CLR)

The CLR stack must be uninstalled and reinstalled - not updated in place.

Use this template URL when installing your Contact Lens Rules stack:
https://s3.ap-southeast-2.amazonaws.com/operata-customer-assets/ccv3-templates/cloud-collector-v3-contact-lens-rules.yaml

Step 1: Uninstall the existing CLR stack

In CloudFormation, select your existing Contact Lens Rules stack (typically contains "ContactLensRules" or similar in the name).
Click Delete.
Confirm deletion and wait until the stack status shows DELETE_COMPLETE before proceeding.

Step 2: Install the new CLR stack

In CloudFormation, click Create stack → With new resources (standard).
Under Prerequisite - Prepare template, select Choose an existing template.
Under Specify template source, select Amazon S3 URL and paste:
https://s3.ap-southeast-2.amazonaws.com/operata-customer-assets/ccv3-templates/cloud-collector-v3-contact-lens-rules.yaml
Click Next and provide a stack name (e.g. OperataContactLensRules or OperataAWSIntegration-CLR).
Enter your Amazon Connect instance ARN when prompted, then step through the remaining pages leaving all other settings unchanged.
Submit and monitor the Events tab until the stack shows CREATE_COMPLETE.

How to verify the update applied correctly

Check Lambda runtime versions

In the AWS Console, go to Lambda → Functions.
Search for operata or sort by Last Modified.
Confirm each function shows the updated runtime listed in the table below:

Stack	Lambda Resource Name	Original Runtime	Updated Runtime
Contact Trace Records	OperataAWSIntegration-CTR-cloudcollectorv3redactor	Amazon Linux 2	Amazon Linux 2023
Contact Lens Data	OperataAWSIntegration-CLD-BucketNotificationsHandl	Python 3.9	Python 3.13
Contact Lens Data	OperataAWSIntegration-CLD-ccv3s3kinesisintegrator	Amazon Linux 2	Amazon Linux 2023

The CLR stack does not include a Lambda function to verify. Confirm the stack shows CREATE_COMPLETE in CloudFormation before proceeding.

Confirm data is flowing

Place or receive a short test call in your Amazon Connect instance, then check the following:

If testing an inbound call: remember to Close Contact before checking for data, or it won't appear.
Data may take up to 5 minutes to appear in Operata after the call ends.

1. Check API activity

Go to Group Settings → Integrations → API Management. Confirm the API Key shows a recent Last Used timestamp. This confirms your stack is actively sending data to Operata.

2. Check CTR Data

Go to Operata Web App → Explorer → Calls and Logs → Details → Summary Tab

3. Check Contact Lens Data

Go to Operata Web App → Dashboards → Conversational Analytics. Filter by the test agent name, or sort by most recent call.

4. CFT version (optional confirmation)

Go to Group Settings → Integrations → Data → AWS Connect CTR → Cloud Collector → Version ≥ 1.2.6

Alternatively: AWS Console → CloudFormation → Stacks → OperataAWSIntegration-CTR → Outputs → buildVersionOutput ≥ 1.2.6

If data isn't appearing after 10 minutes

Work through the checklist below before contacting Operata support.

Wrong template URL used
The most common cause of unexpected errors. Check that the URL you pasted matches the correct stack type - CTR, CLD, or CLR each have a different template URL.
Stack didn't complete successfully
In CloudFormation, confirm each stack shows UPDATE_COMPLETE (or CREATE_COMPLETE for CLR). If any show UPDATE_ROLLBACK_COMPLETE or UPDATE_FAILED or CREATE_FAILED, do not retry - contact Operata first.
API Key shows no recent activity
If Group Settings → Integrations → API Management shows no recent usage, your stack may not be sending data. This usually points to a failed or incomplete stack update.
Lambda runtimes haven't changed
If functions still show the original runtime, the update may not have applied correctly. Check the stack status in CloudFormation and re-check the Last Modified timestamp on the Lambda functions.
Parameters were changed during the update
If any parameter values were modified during the wizard, they may need to be restored. Compare current stack parameters against your original configuration.
ENIs not deleted - CLD stack only
If you skipped the ENI deletion step, the CLD stack may have stalled or rolled back. Check CloudFormation → Events for errors, complete the ENI cleanup, then retry the update.

Frequently asked questions

What happens if we haven't migrated before the deadline?

Nothing stops working immediately. Existing alerts and notifications will continue as normal. However, if issues arise, AWS will require the update to be completed before they can help with support cases. Operata applies the same requirement.

Will this cause any downtime or data loss?
There is a brief gap of approximately 2-5 minutes per stack where data collection is paused. Calls during this window will not appear in Operata. Schedule updates outside peak contact centre hours where possible.

Do I need to update all stacks at once?
No. Each stack can be updated separately. They don't need to run simultaneously. We recommend completing all applicable stacks within the same maintenance window to avoid a mixed-runtime environment.

Do AU customers need to move from api.operata.io to api-ap-southeast-2.operata.io?
No. Both endpoints point to the AU region and either value is valid. Existing AU customers can stay on https://api.operata.io.

Need help?

If you run into any issues or aren't sure which stacks apply to your setup, we're here to help.

📧 Email us at help@operata.com
💬 Or send a message directly from within the Operata application

Amazon Connect - Operata Integration Updates - CloudFormation Deployment Guide