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            Set Up Voice Call Audio for Virtual Desktop Users

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            Set Up Voice Call Audio for Virtual Desktop Users

            To let virtual desktop users communicate in voice calls, enable the Remote Media for Virtual Desktop app permission, assign it to users with a permission set, and create a local media URL for your virtual desktop users. For Citrix implementations, enable the Access Virtual Desktop Infrastructure for Voice Calls through Citrix app permission and assign it to users with a permission set.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To clone a permission set: “Manage Profiles and Permission Sets”
            To assign permission sets: “Assign Permission Sets”

            For Service Cloud Voice with Partner Telephony users, reach out to your telephony provider for instructions on how to create a local media URL.

            Note
            Note Citrix virtual desktop doesn’t require a local media URL to make and receive calls with audio.
            1. Clone the Contact Center Agent permission set, enable one of the virtual desktop app permissions, and assign the new permission set to virtual desktop users.
              1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
              2. Find the Contact Center Agent or Contact Center Agent (Partner Telephony) permission set, depending on your telephony model. Click Clone.
              3. Enter a name. To make it easier to find later, enter a name related to virtual desktop users.
              4. Save your changes.
              5. Select your new permission set and click App Permissions.
              6. Click Edit.
              7. To configure virtual desktop for Service Cloud Voice with Amazon Connect, Service Cloud Voice with Partner Telephony from Amazon Connect, or Service Cloud Voice with Partner Telephony with use of a local media URL, turn on Remote Media for Virtual Desktop. To configure Citrix virtual desktop for Service Cloud Voice with Amazon Connect or Citrix virtual desktop for Service Cloud Voice with Partner Telephony from Amazon Connect without a local media URL, turn on Access Virtual Desktop Infrastructure for Voice Calls through Citrix.
              1. Save your changes.
              2. Click Manage Assignments, and then Add Assignments.
              3. Assign your virtual desktops users.
            2. Gather information to create a local media URL. These substeps apply to Service Cloud Voice with Amazon Connect or Service Cloud Voice for Partner Telephony from Amazon Connect configurations without Citrix virtual desktop. For Service Cloud Voice with Partner Telephony users, reach out to your telephony provider for instructions on how to create a local media URL.
              1. From Setup, enter My Domain in the Quick Find box, then select My Domain. Write down your My Domain login URL for later.
                Important
                Important If you use a third-party IDP, you can skip step b and go directly to step f. If you use a third-party login URL, you can skip step b, go to step f, skip steps g through h, and go to step 3.
              2. From Setup, enter Connected Apps in the Quick Find box, then select Manage Connected Apps.
              3. Find and select your Voice connected app.
              4. Find and write down your IDP app ID. The IDP app ID is the series of letters and numbers in the IDP-Initiated Login URL after “app=”.
              5. Find the IDP URL that your third-party IDP provider uses to SSO to AWS and write it down for later.
              6. Log in to the AWS Console with your root AWS account username and password.
              7. Go to Amazon Connect and select your instance.
              8. Find and write down your instance name, region (for example, us-west-2), and instance ID. The instance ID is the series of letters and numbers in the Instance ARN after “instance/”.
            3. Create a local media URL for your virtual desktop users to access voice call media. These substeps apply to Service Cloud Voice with Amazon Connect or Service Cloud Voice for Partner Telephony from Amazon Connect configurations without Citrix virtual desktop. For Service Cloud Voice with Partner Telephony users, reach out to your telephony provider for instructions on how to create a local media URL.
              1. If Salesforce is your IDP provider. Replace the placeholders with the values you wrote down earlier. Your URL should look as follows: https://{MY DOMAIN LOGIN URL}/hvcc/amz/index_vdi.html?&sfdcIDPAppId={IDP APP ID}&&amazonConnectInstanceName={AMAZON CONNECT INSTANCE NAME}&&amazonConnectRegion={AMAZON CONNECT INSTANCE REGION}&amazonConnectInstanceId={{AMAZON CONNECT INSTANCE ID}
              2. If you use a third-party IDP provider. Replace the placeholders with the values you wrote down earlier. Your URL should look as follows: https://{MY DOMAIN LOGIN URL}/hvcc/amz/index_vdi.html?&identityUrl={THIRD PARTY IDP URL}&&amazonConnectInstanceName={AMAZON CONNECT INSTANCE NAME}&&amazonConnectRegion={AMAZON CONNECT INSTANCE REGION}&amazonConnectInstanceId={{AMAZON CONNECT INSTANCE ID}
              3. If you use a third-party login URL. Replace the placeholders with the values you wrote down earlier. Your URL should look as follows: https://{MY DOMAIN LOGIN URL}/hvcc/amz/index_vdi.html?&loginUrl={THIRD PARTY Login URL, please URL encode the param if you have additioanl URL param inside this param}&&amazonConnectInstanceName={AMAZON CONNECT INSTANCE NAME}
            4. For configurations without Citrix virtual desktop, give your new local media URL to virtual desktop users. They must have the page open to make and receive calls with audio. Citrix virtual desktop users can make and receive calls without a local media URL.
            Note
            Note To access global sign-in for disaster recovery, you must use the value enableGlobalSignIn=true&secondaryInstanceName={Secondary AMAZON CONNECT INSTANCE NAME} in the URL. Global sign-in is available only if you have manually integrated Voice with your Amazon Connect instance by importing the contact center definition XML file.

            Keep in mind these considerations:

            • If the virtual desktop user without Citrix doesn’t have the local media page open:
              • Voice calls don’t connect even if the rep accepts them. The calls are marked as missed and the rep's status is set to Offline or Busy.
              • A rep can make an outbound call but the audio can’t connect and the customer doesn’t receive the call.
            • If the virtual desktop user without Citrix has the local media page open:
              • You can’t mute calls made from a virtual desktop.
              • Reps can see when their Amazon Connect sessions expired, timed out, or when they needed to log in again. They can also click Log Out of Vendor.
             
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