Optimize Amazon Connect audio for Citrix cloud desktops
Amazon Connect makes it easier to deliver high-quality voice experiences when your agents are using Citrix Virtual Desktop Infrastructure (VDI) environments. Your agents can leverage their Citrix remote desktop applications such as Citrix Workspaces, to offload audio processing to the agent's local device and to automatically redirect audio to Amazon Connect, resulting in improved audio quality over challenging networks.
To get started, you can use the Amazon Connect open source libraries
System requirements
This section describes the system requirements for using the Citrix Unified Communications SDK with Amazon Connect.
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Citrix Workspace Application Version
The version of Citrix Workspace Application needs to be 21.9.x.x or above.
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Citrix Server Version
The version of Citrix VDA (Virtual Delivery Agent) needs to be 2109 or above.
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Citrix Server Setup
The Citrix UC SDK is not supported to use by default and the admin of the system needs to add an allow-list registry entry as follows:
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Key Path:
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\WebSocketService -
Key Name:
ProcessWhitelist -
Key Type:
REG_MULTI_SZ -
Key Value:
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Chrome.exe -
msedge.exe
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After you configure the registry successfully, restart the
CitrixHdxWebSocketServiceusing Task Manager to finish the setup.
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Networking/Firewall Configurations
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Citrix server configuration
The admin needs to allow the Citrix server to access Amazon Connect TCP/443 traffic to the domains mentioned in the following diagram. For more information, see Set up your network to use the Amazon Connect Contact Control Panel (CCP).
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Agent machine configuration
This solution requires a media connection between the agent's thin client and Amazon Connect. To allow traffic between the agent's machine and Amazon Connect's Softphone Media UDP Port 3478, see Set up your network to use the Amazon Connect Contact Control Panel (CCP).
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Unsupported CCP Deployment
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Native CCP
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Confirm media flows between thin client and Amazon Connect during the call
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Use Task Manager (Windows) to verify
Launch the Task Manager on the agent's thin client and check to see if the HDX service is running or not. If it is running, then it means that the media is being redirected as expected.
