Action required: Update allowlisted domains for Smart Desktop Client WebSocket support

To support upcoming performance enhancements to the Smart Desktop Client (SDC), Calabrio is enabling WebSocket (AGWSS) support across all Calabrio ONE cloud environments. As part of this update, cloud customers who currently enforce network allowlisting or access control policies for SDC traffic must update their configurations to ensure continued connectivity. Follow the procedures detailed in Action needed: Smart Desktop Client update required for performance enhancements prior to completing the procedures detailed on this page.

IMPORTANT IP allowlist updates are required for organizations that have an allowlist in place today. If the allowlist updates are not performed before the deadline of May 30th, then Smart Desktop will not be able to communicate with Calabrio ONE Cloud, resulting in Smart Desktop Client no longer functioning as intended.

What’s changing?

We are introducing new domain names specifically for WebSocket connections. These must be added to your allowlist in addition to the existing Calabrio ONE platform domains. Both the original and new WebSocket-specific domains must remain allowlisted permanently for cloud customers who enforce access rules.

Who is affected?

Only cloud customers with:

Allowlisting or firewall rules in place for Smart Desktop Client traffic
Restricted outbound access from agents’ desktops or local networks to Calabrio ONE Cloud.

What do you need to do?

By May 30, 2025, update your network/security configuration to include the new WebSocket domains listed below. Failure to do so may result in SDC connectivity issues once WebSocket support is fully enabled.

After May 30, 2025, you will be required to update your Smart Desktop Clients to version 11.0.2.1283 or greater to take advantage of the recent improvements. Further details on updating your Smart Desktop Client are available here: Action needed: Smart Desktop Client update required for performance enhancements.

If you need further assistance, please contact our support team at [email protected].

NOTE If your organization uses IP-based filtering in addition to domain allowlisting, refer to the AWS-managed IP ranges that correspond to the domains at the following link, AWS IP address ranges. AWS IP address ranges are hosted by Amazon and are therefore subject to change at any given time.

Domain mapping summary

Please ensure both domains for your environment are allowlisted.

IMPORTANT Additionally, allowlist the universal websocket domain.
*.calabriocloud.com

Region	Existing domain	New WebSocket domain
US1	calabriocloud.com	ws.us1.calabriocloud.com
US2	uswest2.calabriocloud.com	ws.us2.calabriocloud.com
US3	us3.calabriocloud.com	ws.us3.calabriocloud.com
US4	us4.calabriocloud.com	ws.us4.calabriocloud.com
US5	us5.calabriocloud.com	ws.us5.calabriocloud.com
US6	us6.calabriocloud.com	ws.us6.calabriocloud.com
Partners	partners.calabriocloud.com	ws.partners.calabriocloud.com
CXIS	cxis.calabriocloud.com	ws.cxis.calabriocloud.com
EU1	eu.calabriocloud.com	ws.eu1.calabriocloud.com
ZA1	af1.calabriocloud.com	ws.za1.calabriocloud.com
AE1	ae1.calabriocloud.com	ws.ae1.calabriocloud.com
IN1	in1.calabriocloud.com	ws.in1.calabriocloud.com
GB1	uk.calabriocloud.com	ws.gb1.calabriocloud.com
AU1	aus.calabriocloud.com	ws.au1.calabriocloud.com
SG1	sgp.calabriocloud.com	ws.sg1.calabriocloud.com
CA1	ca.calabriocloud.com	ws.ca1.calabriocloud.com