Optimize Connect Customer audio for Omnissa cloud desktops

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/using-ccp-vdi-omnissa-step-by-step.html

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

AWS documentation terms; no-redistribution; short excerpts and locators only

Source notes citing this source

• Amazon Connect VDI audio optimization does not support the native CCP; with the native CCP, media keeps flowing through the browser inside the VM. in context
• Amazon Connect audio optimization with Omnissa needs Horizon Client and agent 8.15.0 (Horizon 2503) or later and, for now, supports only Windows agent workstations; 2503 is the first version to support ICE restart. in context
• When an Amazon Connect CCP sets VDIPlatform to "OMNISSA", it does not fall back to standard browser audio if Omnissa optimization fails, so calls fail when an agent opens that CCP outside the Omnissa VM. in context
• To verify Amazon Connect Omnissa optimization, AWS says to check that the Horizon WebRTC browser extension icon is blue (Ready), that html5server.exe and wsnm.exe stay running during calls, and that the browser console logs 'RTC.js is using OmnissaVDIStrategy'. in context
• With Omnissa, the Amazon Connect Salesforce CTI Adapter does not support VDI platform detection, so its media goes through the VM's browser rather than being processed on the client. in context

Cite this source record

APA

WarmTransfer. (2026, October 2). Optimize Connect Customer audio for Omnissa cloud desktops. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-ccp-vdi-omnissa

BibTeX

@misc{warmtransfer-aws-connect-ccp-vdi-omnissa,
  title  = {Optimize Connect Customer audio for Omnissa cloud desktops},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-ccp-vdi-omnissa},
  note   = {Amazon Web Services, accessed 2026-10-02}
}