Amazon Connect's Contact Control Panel (CCP) runs entirely in the browser and uses WebRTC for real-time voice and video. This means your VDI environment, virtual desktop, or workstation must satisfy strict browser, network, and hardware prerequisites before agents can take calls. This tool checks every requirement automatically — from browser WebRTC APIs and microphone permissions to STUN/TURN reachability and codec support — and gives you a per-check remediation guide.
Does Amazon Connect work on VDI / Citrix / VMware?
Yes, but with caveats. Amazon Connect CCP requires a modern Chromium-based browser with WebRTC support and USB/virtual microphone passthrough. Citrix and VMware require either HDX RealTime Optimization Pack or Unified Communications (UC) redirectors to pass audio cleanly. Without these, audio may be choppy or missing. AWS WorkSpaces with DCV protocol has native WebRTC passthrough. Use this tester to confirm your exact setup passes all checks.
What browser does Amazon Connect require?
Amazon Connect officially supports Google Chrome (latest 3 versions) and Mozilla Firefox (latest 3 versions). Microsoft Edge (Chromium) is supported but not officially listed. Safari has partial support — WebRTC works but some CCP features behave differently. Internet Explorer and legacy Edge are not supported. Chrome is strongly recommended for the most stable experience, especially on VDI where codec negotiation is critical.
What ports and network access does Amazon Connect need?
Amazon Connect requires: HTTPS (TCP 443) to *.connect.aws, *.my.connect.aws, and *.amazonaws.com; STUN/TURN (UDP 3478) to stun.l.google.com and turn.*.connect.aws; RTP media (UDP 49152–65535) to AWS media endpoints. For VDI, ensure the VDI host (not just the virtual machine) can reach these. Split-tunnel VPN is strongly recommended — full-tunnel VPN routing all media through a proxy will cause latency issues.
What causes "No audio" or one-way audio in Amazon Connect CCP?
The most common causes are: (1) ICE failure — UDP ports blocked by firewall or proxy; (2) STUN unreachable — the agent workstation cannot reach the STUN server to discover its public IP; (3) Microphone permission denied in the browser; (4) VDI audio redirection not configured — the browser inside the VDI sees no microphone; (5) Symmetric NAT without TURN relay. This tester checks all five root causes automatically.
What is WebRTC and why does Amazon Connect require it?
WebRTC (Web Real-Time Communication) is an open standard that enables browser-to-browser and browser-to-server audio/video communication without plugins. Amazon Connect CCP uses WebRTC to establish the media path for every voice call — it handles microphone capture, echo cancellation, noise suppression, Opus codec encoding, ICE/STUN/TURN negotiation, and DTLS-SRTP encryption all natively in the browser. If any WebRTC API is unavailable or blocked, the CCP softphone cannot function.
What network latency is acceptable for Amazon Connect?
Amazon Connect recommends: API endpoint RTT under 100ms (ideal under 50ms); media/RTP packet loss under 1% (ideal 0%); jitter under 30ms. For VDI, the round-trip path is: agent headset → VDI host → network → AWS media server → PSTN. Each hop adds latency. With full-tunnel VPN, effective RTT often exceeds 200ms causing noticeable delay. The Connectivity Validator in this tool measures RTT to your selected AWS region's Connect endpoint.
