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Optimize Connect Customer audio for Citrix cloud desktops - Amazon Connect Customer
System requirementsConfirm media flows between thin client and Connect Customer during the call

Optimize Connect Customer audio for Citrix cloud desktops

Connect Customer makes it easier to deliver high-quality voice experiences when your agents are using Citrix Virtual Desktop Infrastructure (VDI) environments. Your agents can use 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 Connect Customer, resulting in improved audio quality over challenging networks.

To get started, you can use the Connect Customer open source libraries to create a new or update an existing agent user interface, such as a custom Contact Control Panel (CCP).

System requirements

This section describes the system requirements for using the Citrix Unified Communications SDK with Connect Customer.

Important

Chrome 147 and Edge 147 introduce Local Network Access prompts that can block Citrix UCSDK optimization. If you use these browser versions, audio optimization does not function until you apply the workaround. For details and workaround steps, see Chrome 147 and Edge 147 Local Network Access Prompts Block UCSDK Optimization on the Citrix support website.

  • Citrix Workspace Application Version

    It is recommended to use the latest version of the Citrix Workspace Application, as outlined in this documentation. However, at a minimum, you must use CWA 2305 or later.

  • Citrix Server Version

    The version of Citrix VDA (Virtual Delivery Agent) is recommended to be 2203 LTSR or later.

  • 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:

    • Key Path: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\WebSocketService

    • Key Name: ProcessWhitelist

    • Key Type: REG_MULTI_SZ

    • Key Value:

      • Chrome.exe

      • msedge.exe

    After you configure the registry successfully, restart the CitrixHdxWebSocketService using Task Manager to finish the setup.

    Using task manager in Windows to restart CitrixHdxWebSocketService.

  • Networking/Firewall Configurations

    • Citrix server configuration

      The admin needs to allow the Citrix server to access Connect Customer TCP/443 traffic to the domains mentioned in the following diagram. For more information, see Set up your network.

    • Agent machine configuration

      This solution requires a media connection between the agent's thin client and Connect Customer. To allow traffic between the agent's machine and Connect Customer's Softphone Media UDP Port 3478, see Set up your network.

    Citrix server and agent machine firewall settings.

  • Unsupported CCP Deployment

    • Native CCP

Confirm media flows between thin client and Connect Customer during the call

  • 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.

    Using task manager in Windows.