> ## Documentation Index
> Fetch the complete documentation index at: https://docs.operata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure the VPN bypass URL

> Route the Operata lookup endpoint outside your VPN tunnel so Operata records each agent's true ISP and network location, not the VPN provider's exit address.

Route the Operata lookup endpoint outside your VPN tunnel so Operata records each agent's true ISP and network location — not the VPN provider's exit address.

## Before you start

* An [Operata account](/docs/get-started-overview) with Admin role.
* [Agent Experience Collector](/docs/collector-overview) installed on each agent endpoint.
* Admin access to your VPN client configuration — Zscaler, Cisco AnyConnect, Palo Alto GlobalProtect, or equivalent — and the authority to add a split-tunnelling rule.

## Why VPN routing hides agent location

When agents work behind a VPN, all traffic flows through the VPN provider's exit. To Operata, every agent looks like the VPN provider — the same IP, the same ISP, the same geolocation. ISP-specific connectivity issues become invisible.

Operata exposes a single lookup endpoint that returns the requesting device's true public IP. The Agent Experience Collector calls this endpoint at the start of each session. If your VPN routes that endpoint through the tunnel, the response carries the VPN exit IP instead of the agent's true network identity.

## Steps

### 1. Add a split-tunnelling rule

In your VPN client's split-tunnelling configuration, route the host `agent-service.operata.io` — specifically `https://agent-service.operata.io/lookup` — through the local network instead of the VPN tunnel. The host serves only the lookup endpoint and returns no business data.

### 2. Roll out the rule to agent endpoints

Push the updated VPN policy to every agent endpoint through your existing device-management tooling. The change takes effect on the next VPN session.

### 3. Place a test contact

Have an agent reconnect the VPN, open the contact center softphone, and place a test contact end to end.

## Verify

Visit `https://agent-service.operata.io/lookup` directly in a browser on the agent endpoint while the VPN is connected. The response returns the agent's local public IP, not the VPN provider's exit address.

In the Operata console, open the test contact and check **Network Details**. The `AgentIP` field shows the local public IP and the `AgentISP` field shows the agent's actual ISP, not the VPN provider.

<Note>
  The lookup endpoint returns only the requesting device's IP. No business data, customer data, or call metadata passes through it.
</Note>

## Related

* [Agent Experience Collector](/docs/collector-overview) — The extension that calls the lookup endpoint per session.
* [Chrome extension](/docs/chrome-extension) — Install the Collector on Chrome.
* [Edge extension](/docs/edge-extension) — Install the Collector on Edge.
* [Geolocation and ISP](/docs/geolocation-isp) — The data shape the Collector reports per contact.