IP addresses collected by Operata

Agents connect to Amazon Connect in variety of ways, often dependent on their enterprise configuration or location. The following three data elements are captured for the IP addresses used, its important to understand what these mean for each connectivity type:

  • availableInterfaces are the available network interfaces on the agents PC and their type.

    • Example: 192.168.1.23", type: lan and 192.168.1.18 type: wlan.

    Note: The same data is captured regardless of how agents connect, it is possible that the network details are not always shown, here's why

  • internetGatewayIp this is the path the Agent sends monitoring data (TCP) to Operata using https://api.operata.io, generally the same route taken for other public internet traffic like Google, Facebook, YouTube, etc.

    • Example: 103.120.49.101 (the ISP is Bcd Networks Pty Ltd)

  • mediaIpAddress is the local interface address used for Media (UDP)

    • Example: 192.168.2.178 (the Agents private IP address)

Here are some examples of the IP addresses captured by Operata, and what they show for each method of connection.

Simple Homeworker Agent

The most simple connectivity is a homeworker using their home internet service provider (ISP) to connect directly, here's what we collect and what it means.

  • internetGatewayIp is the internet providers public IP address used for all traffic, both media (UTP) and everything else (TCP).

    • Example: 103.120.49.101 (the ISP is Bcd Networks Pty Ltd)

  • mediaIpAddress is the local interface address used for Media for the call

    • Example: 192.168.2.178 (the Agents private IP address)

Corporate Office based agent

Here the Agent in in a corporate office, connected to the corporate network, passing all data to a corporate internet service (POP)

  • internetGatewayIp is the corporate internet providers public IP address used for all traffic, both media (UTP) and everything else (TCP).

    • Example: 110.145.194.10 (the ISP is Telstra Corporation Ltd)

  • mediaIpAddress is the local interface address used for Media for the call, possibly allocated by corporate DHCP

    • Example: 10.0.0.10 (corporate private IP address for a specific site)

Note: The mediaIpAddress is a good indicator for the Agents location.

Agent using a SD WAN

Here the Agent is using an SD WAN service to connect to the corporate network, typically the agent will be outside the corporate office or be a third party (BPO)

  • internetGatewayIp is the SD WAN providers internet providers public IP address used for TCP (and possibly UDP (media) if no media bypass rule is configured on the agents machine, which will then pass media over the agents local internet connection)

    • Example: 165.225.232.1 (the ISP is Zscaler)

  • mediaIpAddress is the local interface address used for Media for the call, possibly allocated by corporate DHCP

    • Example: 10.0.0.10 (corporate private IP address for a specific site)

Remote agent using a a VPN

Here the Agent is in a remote office or in a third party location (BPO for example) and is using a VPN to connect to the corporate network

  • internetGatewayIp is the corporate internet providers public IP address used TCP, and possibly UDP (media) if no media bypass rule is configured on the agents machine (which will then pass media over the agents local internet connection, Operata cannot detect this)

    • Example: 110.145.194.10 (the ISP is Telstra Corporation Ltd)

  • mediaIpAddress is the local interface address used for Media for the call, possibly allocated by corporate DHCP

    • Example: 10.0.0.10 (corporate private IP address for a specific site)

Agent using a thin client service (for example Citrix)

Here the Agent is in a remote office or in a third party location (BPO for example) and is using a thin client to access the softphone. In effect the Soft phone is running on the Citrix server, not the agents local machine.

  • internetGatewayIp is the corporate internet providers public IP address used for all traffic, both media (UTP) and everything else (TCP).

    • Example: 110.145.194.10 (the ISP is Telstra Corporation Ltd)

  • mediaIpAddress is the local interface address on the Citrix server used for Media for the call, possibly allocated by corporate DHCP

    • Example: 10.0.0.10 (corporate private IP address for a specific site)

    Note: The measured data network, machine, browser and headset measurement is taken from the Citrix environment, not the agents environment.

Important notes:

  • Operata collects performance of media (UDP) across the network from the agent's softphone statistics (WebRTC internals) and passes it to Operata on https://api.operata.io/, network performance is not measured, using traffic sent to https://api.operata.io/.

  • If Voice Media (UDP) is treated differently (split tunnel for example), then the IP address we capture may not be the same as the voice media path.

  • The Network Performance scores (RTT, Jitter, Packet Loss, and MOS) are always for the Voice Media (UDP) path.

  • The ISP provider look-up is not 100% accurate, specifically the location.

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