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VDI, VPN, and the audio path — Learn it in 5 minutes
About five minutes of reading
The browser that runs the CCP must be the browser whose network can reach TURN.
If the CCP runs inside a data-center VDI, media comes from the data center, not from the headset's house. That adds latency and often blocks UDP. Video calling is documented as unsupported in VDI.
The network troubleshooting page lists firewalls, NAT, and VPNs as the first causes of quality and disconnects. Prefer a direct path. Use the Endpoint Connectivity tool on the same desktop the agent uses.
- One-way audio is often NAT or a stateful rule that never saw the return traffic.
- Jitter and loss show up as robotic audio, not as a flow error.
- Do not stack a VPN, a proxy, and VDI and then tune the flow.
- Remote agents need the same allow list as the office.
Number on this page: Video + VDI No. Documented as unsupported
Sources and go deeper
- Troubleshoot your network for call quality and disconnect problems - Amazon Connect Customer AWS docs. last checked 2026-10
- How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer AWS docs. last checked 2026-10
- Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer AWS docs. last checked 2026-10
- GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. · GitHub community. last checked 2026-10
- RFC 8825: Overview: Real-Time Protocols for Browser-Based Applications | RFC Editor RFC. last checked 2026-10
- RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor RFC. last checked 2026-10
- RFC 6455: The WebSocket Protocol | RFC Editor RFC. last checked 2026-10
- WebRTC - Wikipedia Wikipedia. last checked 2026-10