# Upgrade to the latest Amazon Connect Contact Control Panel (CCP).
The URL for the latest Contact Control Panel (CCP) ends with **ccp-v2**
You only need to upgrade to the latest CCP if you're using one the following options:
+ [The URL for your CCP ends with **/ccp\$1**](upgrade-browser-ccp.md)
+ [You use the Amazon Connect Streams API](upgrade-ccp-streams-api.md). The URL associated with `initCCP()` ends with **/ccp\$1**
If you’re still unsure whether your using the latest CCP, go to [Compare the earlier and latest CCP](upgrade-browser-ccp.md#ui-comparison) to see if your CCP looks like the latest one.
## Upgrade on your own schedule, before your automatic upgrade date
To upgrade to the latest CCP before your automatic upgrade date, use the steps in the following sections:
+ [Upgrade your Contact Control Panel (CCP) when your CCP URL ends with /ccp\$1](upgrade-browser-ccp.md)
+ [Upgrade your Contact Control Panel (CCP) when using the Amazon Connect Streams API](upgrade-ccp-streams-api.md)
## Upgrade later, automatically
If you don't want to upgrade now, you can choose to wait until your scheduled upgrade date.
Between now and your scheduled upgrade date, we recommend the following change management steps:
+ Compare how the upgraded CCP differs from the earlier one. For side-by-side visuals, see [Compare the earlier and latest CCP](upgrade-browser-ccp.md#ui-comparison).
+ Upgrade your CCP in a test environment. Use the latest CCP to learn how it's different, and to check your configurations.
+ Communicate to your agents when the upgrade is going to take place.
+ Train your agents to help them get ready.
## Schedule for the automatic upgrade
Your automatic upgrade date is dependent on your usage. Following is the schedule for when we will start migrating environments:
+ <100 weekly minutes - start migrating on August 16, 2024
+ <1K weekly minutes - start migrating on August 30, 2024
+ <10K weekly minutes - start migrating on September 13, 2024
+ <100K weekly minutes - start migrating on October 4, 2024
+ >100K weekly minutes - start migrating on November 1, 2024
# Upgrade your Contact Control Panel (CCP) when your CCP URL ends with /ccp\$1
Upgrading to the latest CCP is easy. If you want, you can try out the latest CCP and then at a later date make the switch. Here's what you do:
1. **Try it out**: Change the URL in your browser from **/ccp\$1** to **/ccp-v2**. The latest CCP appears automatically. If you want, change it back to /ccp\$1 to return to the earlier CCP.
1. **Upgrade**: Change the URL in your browser from **/ccp\$1** to **/ccp-v2**. Bookmark the URL.
1. If you access the CCP through the Amazon Connect console by choosing the phone icon on the top right of a page, you will be re-directed according to the automatic upgrade date sent by email. Please reach out to your Amazon Solution Architect if your request is more urgent.
![\[The Amazon Connect admin website, phone icon in top right corner.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-phone-icon.png)
1. After the upgrade happens, if you use the /ccp\$1 URL, it resolves to **/ccp-v2**.
## Verify your network settings
We highly recommend setting up your network to use [Option 1 (recommended): Replace Amazon EC2 and CloudFront IP range requirements with a domain allowlist](ccp-networking.md#option1).
Using this option helps Amazon Connect Support to quickly troubleshoot any issues you have. Specifically, using **\$1.telemetry.connect.\$1region\$1.amazonaws.com** passes more metrics to our Support team to help with troubleshooting.
## Update your SAML URL to ccp-v2
If you use SAML 2.0 as your identity management system, be sure to update the destination in your relay state URL to **ccp-v2**.
Change `destination=/connect/ccp` to `destination=/connect/ccp-v2`.
For more information, see [Use a destination in your relay state URL](configure-saml.md#destination-relay)
## Compare the earlier and latest CCP
The images in this section show you how the latest CCP differs from the earlier CCP for common tasks that agents perform. The images show both CCP versions in their default state.
**Tip**
The chat tab appears on an agent's CCP only if their routing profile includes chat.
### Set status, use chat, access quick connects and number pad
![\[The available status in earlier CCP, available status in latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-status-available.png)
1. Agents use a dropdown to set their status.
1. If you have enabled chat for the agent’s routing profile, the chat tab appears.
1. Choose the **Quick connects** button to type and call a phone number, or select a quick connect.
1. Choose the **Number pad** button to type and call a phone number. This is useful when the phone number has letters.
### Receive a call
![\[Receive a call in earlier CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-receive-call-earlier-ccp.png)
![\[Receive a call in latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-receive-call-latest-ccp.png)
### Miss a call
![\[Miss a call in earlier CCP, miss a call in latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-missed-call.png)
### Make a call: When to use Quick connects
![\[Make a call in earlier CCP, Make a call in latest CCP using quick connect.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-make-call.png)
+ Use the **Quick connects** button to type a number or select a quick connect.
### Make a call: When to use Number pad
![\[Make a call in earlier CCP, Make a call in latest CCP using number pad.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-make-call2.png)
+ Choose the **Number pad** button to type and call a number. This is useful for corporate numbers with letters (for example, 1-800-EXAMPLE).
### Make an outbound call
![\[Make an outbound call in earlier CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-connected-outbound-call-earlier.png)
![\[Make an outbound call in latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-connected-outbound-call-latest.png)
### Agent ends a call before being connected to the other party
![\[Agent ends call before being connected in earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-end-outbound-call-before-connecting.png)
1. If an agent ends a call before being connected, they are then available for a new contact to be routed to them automatically.
1. If an agent ends a call before being connected, they are prompted to choose **Clear contact**.
### Make another call while connected on a call
![\[Make another call while connected on a call earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-another-call.png)
1. You can see the call that you are on while typing another number or selecting a quick connect.
1. After choosing **Quick connects**, you can choose the **Number pad** button. Then on the **Number pad** page, you can enter a number.
### Enter DTMF input while connected on a call
![\[Enter DTMF input while connected on a call earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-dtmf.png)
+ While on a call, only use **Number pad** to enter DTMF input.
### Conference call scenario 1: Leaving a call when one party is on hold and the other is connected
![\[Leaving call earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-conference-call.png)
1. Choose **Leave call** to leave the call. This automatically takes the first party off hold and connects them to the second party.
1. If instead you want to end the call, choose the **x** next to each party's number. This disconnects each party.
### Conference call scenario 2: Leaving a call when the other parties are joined
![\[Leaving call earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-leave-call-keep-others-joined.png)
1. Choose **Leave call** to leave the call. The other two parties stay joined.
1. If instead you want to end the call, choose the **x** next to each party's number. This disconnects each party.
### Conference call scenario 3: Leaving a call when the other parties are on hold
![\[Leaving call earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-on-hold.png)
1. Choose **Leave call** to leave the call. The other two parties are automatically taken off hold and connected.
1. If instead you want to end the call, choose the **x** next to each party's number. This disconnects each party.
### Receive a queued callback
![\[Receive a queued callback earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-receive-callback.png)
### Miss a queued callback
![\[Miss a queued callback earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-miss-callback.png)
### Finish After contact work (ACW)
![\[Finish After contact work earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-acw.png)
+ During After contact work (ACW), agents can finish follow-up work, and then choose **Clear contact**.
# Upgrade your Contact Control Panel (CCP) when using the Amazon Connect Streams API
**Note**
The Amazon Connect Streams API remains the same between the earlier and latest versions of the CCP. We recommend validating custom implementations built using the Amazon Connect Streams API when upgrading versions to ensure consistency in behavior.
Use the following steps to upgrade to the latest CCP.
1. We recommend using the latest [Amazon Connect Streams API](https://github.com/amazon-connect/amazon-connect-streams).
1. Update the URL associated with `initCCP()` from **/ccp\$1** to **/ccp-v2**. For information about `initCCP()`, see [connect.core.initCCP()](https://github.com/aws/amazon-connect-streams#initialization) in the Amazon Connect Streams API documentation on GitHub.
1. Add your domain URL to the Approved origin list:
1. Log in to the [AWS Management Console](https://console.aws.amazon.com/console) (https://console.aws.amazon.com/console) using your AWS account.
1. Navigate to the Amazon Connect console.
1. Check that you're in the correct Region for your Amazon Connect instance. Choose your instance.
![\[The Amazon Connect virtual contact center instances page, the alias of your instance.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/tutorial1-lex-custom-bot18.png)
1. Choose **Application integration**, and then choose **Add origin**.
![\[The left navigation pane, application integration option, Add origin.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-application-integration.png)
1. Enter your domain URL. All domains that embed the CCP for a particular instance to be explicitly added. For more information, see [this article](https://github.com/amazon-connect/amazon-connect-streams/blob/master/Documentation.md#allowlisting) on GitHub.
If you use Salesforce, you need to add the Salesforce domains to your allowlist to prevent any issues with the CTI Adapter CCP functionality. For detailed instructions, see the [Amazon Connect CTI Adapter for Salesforce Lightning installation guide](https://amazon-connect.github.io/amazon-connect-salesforce-cti/docs/lightning/notices/) or the [Amazon Connect CTI Adapter for Salesforce Classic installation guide](https://amazon-connect.github.io/amazon-connect-salesforce-cti/docs/classic/notices/).
## Verify your network settings
We highly recommend setting up your network to use [Option 1 (recommended): Replace Amazon EC2 and CloudFront IP range requirements with a domain allowlist](ccp-networking.md#option1).
Using this option helps Amazon Connect Support to quickly troubleshoot any issues you have. Specifically, using **\$1.telemetry.connect.\$1region\$1.amazonaws.com** passes more metrics to our Support team to help with troubleshooting.
## Update your SAML URL to ccp-v2
If you use SAML 2.0 as your identity management system, be sure to update the destination in your relay state URL to **ccp-v2**.
Change `destination=/connect/ccp` to `destination=/connect/ccp-v2`.
For more information, see [Use a destination in your relay state URL](configure-saml.md#destination-relay)