Enable Amazon Connect audio optimization for your users

In the WorkSpaces management console, you can enable Amazon Connect Contact Control Panel (CCP) audio optimization for your WorkSpaces fleets to enhance security and to enable native-quality audio. After enabling CCP audio optimization, the CCP audio will be processed by the client endpoints, while WorkSpaces users can interact with the CCP from within their WorkSpaces.

Amazon Connect Contact Control Panel (CCP) audio optimization works with:

• The WorkSpaces Windows client.

• Amazon Linux and Windows WorkSpaces.

• WorkSpaces using PCoIP or WSP.

Requirements

• You must be set up with Amazon Connect.

• You must build a custom CCP with the Amazon Connect Stream API by creating a CCP with no media for call signaling. This way, the media is handled on the local desktop using standard CCP, and the signaling and call controls are handled on the remote connection with the CCP with no media. For more information about the Amazon Connect streams API, see the GitHub repository at https://github.com/aws/amazon-connect-streams. The custom CCP that you build is the CCP your Amazon Connect agents will use within their WorkSpaces.

• You must have a web browser installed onto WorkSpaces client endpoints that's supported by Amazon Connect. For the list of supported browsers, see Browsers supported by Amazon Connect.

  Note

  If your users use browsers that are not supported, they will be asked to download a supported browser when they attempt to log in to the CCP.

Enable Amazon Connect audio optimization

To enable Amazon Connect audio optimization for your users:

1. Open the WorkSpaces console at https://console.aws.amazon.com/workspaces/.

2. In the navigation pane, choose Directories.

3. Select your directory, and choose Actions, Update Details.

4. Expand Amazon Connect Audio Optimization.

   Note

   Before configuring with Amazon Connect, choose Update to save any unsaved changes made previously in the management console.

5. Choose Configure Amazon Connect.

6. Enter an Amazon Connect Contact Control Panel (CCP) name.

   Note

   The name that you give your CCP will be used in the user add-in menu. Choose a name that will be meaningful to your users.

7. Enter the Amazon Connect Contact Control Panel URL that's generated by Amazon Connect. See Provide access to the Contact Control Panel for more information on getting the URL.

8. Choose Create Amazon Connect.

Update directory's Amazon Connect audio optimization details

To update a directory's Amazon Connect audio optimization details:

1. Open the WorkSpaces console at https://console.aws.amazon.com/workspaces/.

2. In the navigation pane, choose Directories.

3. Select your directory, and choose Actions, Update Details.

4. Expand Amazon Connect Audio Optimization.

   Note

   Before configuring with Amazon Connect, choose Update to save any unsaved changes made previously in the management console.

5. Choose Configure Amazon Connect.

6. Choose Edit.

7. Select your directory, and choose Actions, Update Details.

8. Update the Amazon Connect Contact Control Panel name and URL.

9. Choose Save.

Delete directory's Amazon Connect audio optimization

To delete a directory’s Amazon Connect audio optimization:

1. Open the WorkSpaces console at https://console.aws.amazon.com/workspaces/.

2. In the navigation pane, choose Directories.

3. Select your directory, and choose Actions, Update Details.

4. Expand Amazon Connect Audio Optimization.

   Note

   Before configuring with Amazon Connect, choose Update to save any unsaved changes made previously in the management console.

5. Choose Configure Amazon Connect.

6. Choose Delete Amazon Connect.

See the Agent training guide for more information.