Optimize Connect Customer audio for Citrix cloud desktops

Publisher

Amazon Web Services

URL

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

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

AWS Site Terms; documentation copyright Amazon Web Services; no-redistribution; short excerpts and locators only

Source notes citing this source

• AWS warns that Local Network Access prompts introduced in Chrome 147 and Edge 147 can block Citrix UCSDK audio optimization until a Citrix-documented workaround (CTX696569) is applied. in context
• For Citrix audio optimization AWS advises VDIPlatform CITRIX_413 instead of CITRIX and Citrix Workspace App 2508.10 or later on Windows, Linux and Mac (2507 or later on ChromeOS) to fix dead air and dropped calls during mute; the stated minimum is CWA 2305. in context
• For Citrix audio optimization the native CCP is listed as an unsupported deployment, and the agent's thin client needs its own media path to Amazon Connect on UDP 3478. in context
• Citrix server setup for the UC SDK needs a REG_MULTI_SZ ProcessWhitelist value (Chrome.exe and msedge.exe) under HKLM\SOFTWARE\WOW6432Node\Citrix\WebSocketService followed by a restart of CitrixHdxWebSocketService; VDA 2203 LTSR or later is recommended. in context
• AWS warns that Local Network Access prompts introduced in Chrome 147 and Edge 147 can block Citrix UCSDK optimization, so Amazon Connect audio optimization does not work until the workaround in Citrix article CTX696569 is applied. in context
• To fix dead air and dropped calls during mute in older Citrix Workspace app versions, AWS says to set VDIPlatform to CITRIX_413 instead of CITRIX and use CWA 2508.10 or later on Windows, Linux and Mac (2507 or later on ChromeOS); CWA 2305 is the absolute minimum. in context
• To confirm that Amazon Connect audio is redirected under Citrix, AWS says to check Task Manager on the agent's thin client for the running HDX service. in context
• The Citrix UCSDK is not enabled for Amazon Connect by default: the admin must add a ProcessWhitelist REG_MULTI_SZ value (Chrome.exe, msedge.exe) under HKLM\SOFTWARE\WOW6432Node\Citrix\WebSocketService on the VDA and restart CitrixHdxWebSocketService. in context
• Optimized Amazon Connect VDI audio needs the VDI server to reach Amazon Connect on TCP 443 and the agent's thin client or local device to reach Amazon Connect softphone media on UDP 3478. in context

Cite this source record

APA

WarmTransfer. (2026, October 2). Optimize Connect Customer audio for Citrix cloud desktops. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-vdi-citrix-step-by-step

BibTeX

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