AWS Connect and static Citrix VDIs: Has anyone worked on this type of solution? We're using a Custom CCP, but even when we use AWS' default CCP, we're having issues: Missed Calls, One-way Audio, poor Call Quality. We've verified that HDX is redirecting Audio back to the end-point and that Call Traffic flows directly from the end-point to AWS on UDP 3478, but these issues persist. Is there anything on the Citrix side we might be missing? What about the end-points themselves?

Hi, we use it as scale successfully but I had to tackle a few issues 1. UDP 3478 - I had to get our FW allow it to various URLs, auto feed. 2. I had an issue with the offloading, I had it on the endpoint and on the Citrix worker. Make sure offloading is only happening on endpoint. 3. The miss calls and co makes think it's related to the control plane, probably the proxy blocking traffic. There are a few to allow. 4. Also check if your headsets are redirected correctly via Ctx policy. We use Chrome latest for it, W22 server, shared desktop.

Hi @jviteech, thanks for your Reply. What are you referring to when you say "Offloading"? We do have a few things "whitelisted" on the Proxy, do you know of some specific ones? I'll look into that CTX Policy...

offloading = when traffic flow from the endpoint. Endpoint is the device running CWA connecting to your desktop. I had some based on our custom domain, etc. I used the AWS guide providing the URLs. I worked with the security team to identify blocked traffic from the proxy.

OK that's what I thought. I've never heard of Offloading happening on the Citrix server... ? And I'm curious about your suggestion about Headsets... Doesn't the Citrix Policies "Client USB device redirection" and "Client USB Plug and Play device redirection" (both of which are Allowed for us) take care of this?

Offloading from server to the endpoint, not from, sorry. USB headset can sometimes be generic, not properly recognized.

So I just had an extended "conversation" with ChatGPT about this topic. Not only did it confirm what you noted about USB redirection, it also provided Citrix documentation and steps to configure HDX Optimization correctly AND a powershell script to check a list of VDIs for this. Pretty cool.

Great stuff! Let me know how you fix it.

So I just tried 2 of the recommended Registry settings on my own VDI: (1) configure Audio Quality for "Medium" (Optimized for Speech, and so that it will use UDP), and (2) Prohibit audio devices from doing "Client USB device redirection" ... Did a reboot of the VDI, and unfortunately it didn't work...

Hi @Greg Kern we use TCP for our gateway. Nothing is needed on CWA side to my knowledge. Which reg edit? the one needed to allow Chrome, Edge for offloading, the one provided by AWS? If it is, it's not overrided. Are your headset certified Teams? It could be a headset issue. We use Jabra, model HSC016 for example, Teams certified as WebRTC offloading was used by Teams v1.

Yeah this doesn't have anything to do with Teams... This is strictly about Amazon Connect and the Audio stream from the end-point to/from the VDI (via Citrix Gateways) and from the end-point to/from AWS Connect (UDP 3478). It's interesting that the Citrix documentation says to configure the "Audio Quality" Policy as "Medium - optimized for speech" instead of "High"...

I use medium also for the quality. It's probably more optimized for voice. It's not Teams BUT the offloading protocol used is the same than Teams v1, WebRTC on UDP 3478. So if Teams work fine, then AWS connect does. And headset is the same story. Does the quality improve if you use a home broadband connection? (No FW, etc.) What endpoint, CWA version do you use?

Hi @jvitech, sorry for the delayed Reply. So these Contractors are in Manila, and their support organization is responsible for their Internet connection. I think their Bandwidth is adequate but I should look into that a bit, probably... They're using CWA 2503, and we've made sure all appropriate Firewall rules, Azure NSGs, and Proxies are all configured to allow the traffic...

Hi, this doesn't look right. It looks like a generic device audio. Check my print screen, it's from Director, session details, Scroll down in the HDX session, you select audio and you get the details. HDX provides all the Citrix channels, audio, usb, graphics, etc. so you use it.