# Optimize Connect Customer audio for Azure Virtual Desktop and Windows 365
Connect Customer delivers high-quality voice experiences for agents who use Azure Virtual Desktop (AVD) or Windows 365 Cloud PC. With Microsoft Multimedia Redirection (MMR), agents offload audio processing to their local device and redirect audio directly to Connect Customer, improving audio quality over challenging networks.
To get started, you can use the agent workspace, or the [Connect Customer open source Streams library](https://github.com/amazon-connect/amazon-connect-streams) on the GitHub website to create a new or update an existing agent user interface, such as a custom Contact Control Panel (CCP).
## System requirements
This section describes the system requirements for using Microsoft Multimedia Redirection (MMR) with Connect Customer. For the complete set of Microsoft requirements, see [Prerequisites for multimedia redirection](https://learn.microsoft.com/en-us/azure/virtual-desktop/multimedia-redirection-video-playback-calls?tabs=intune&pivots=azure-virtual-desktop#prerequisites) in the Microsoft documentation.
+ **Agent local device**
+ Connect to the remote session from one of the following supported apps: Windows App on Windows, version 2.0.297.0 or later, or Remote Desktop app on Windows, version 1.2.5709 or later.
+ Microsoft Visual C\+\+ Redistributable version 14.32.31332.0 or later.
+ **Azure session host (AVD or Windows 365)**
+ Multimedia redirection installed on the session host. For instructions, see [Install multimedia redirection on session hosts](https://learn.microsoft.com/en-us/azure/virtual-desktop/multimedia-redirection-video-playback-calls?tabs=intune&pivots=azure-virtual-desktop#install-multimedia-redirection-on-session-hosts) in the Microsoft documentation.
+ Microsoft Visual C\+\+ Redistributable version 14.32.31332.0 or later.
+ **Browser support**
+ The latest version of Google Chrome or Microsoft Edge on the session host. MMR Call Redirection does not support other browsers.
+ **MMR browser extension**
+ The Multimedia Redirection browser extension, version 1.0.2605.29004 or later, installed on the session host for Microsoft Edge or Google Chrome. The single installer that installs the Remote Desktop Multimedia Redirection Service also installs the browser extension. After installation, enable the extension. For instructions, see [Install multimedia redirection on session hosts](https://learn.microsoft.com/en-us/azure/virtual-desktop/multimedia-redirection-video-playback-calls?tabs=intune&pivots=azure-virtual-desktop#install-multimedia-redirection-on-session-hosts) in the Microsoft documentation.
+ If you want to test and validate with prerelease MMR features, you can configure the MMR Insider extension. For more information, see [Deploy the Insider version of the multimedia redirection extension](https://learn.microsoft.com/en-us/azure/virtual-desktop/deploy-insider-extension) in the Microsoft documentation.
+ **Call redirection allowlist**: The MMR extension only redirects calls for domains on its `AllowedCallRedirectionSites` policy allowlist.
+ If your agents use the Connect Customer agent workspace or a CCP hosted on a Connect Customer domain (that is, if you pass `allowFramedSoftphone` as `true` when you initialize the CCP using [Connect Customer Streams JS](https://github.com/amazon-connect/amazon-connect-streams) on the GitHub website), you don't need to take any action. Connect Customer domains are included in the Microsoft MMR extension default allowlist.
+ If your agents use a custom CCP hosted on your own domain (that is, with `allowFramedSoftphone: false`), your IT administrator must add the domain hosting your custom CCP to the `AllowedCallRedirectionSites` policy using Group Policy, the registry, or Microsoft Intune. For instructions and supported domain formats, see [Enable call redirection for specific domains](https://learn.microsoft.com/en-us/azure/virtual-desktop/multimedia-redirection-video-playback-calls?tabs=intune&pivots=azure-virtual-desktop#enable-call-redirection-for-specific-domains) in the Microsoft documentation.
+ **Networking and firewall configuration**
+ **Session host configuration**: Allow the Azure session host to reach Connect Customer over TCP/443 for the domains shown in the following diagram. For more information, see [Set up your network](ccp-networking.md).
+ **Agent local device configuration**: This solution requires a media connection between the agent's local device and Connect Customer over Softphone Media UDP Port 3478. For more information, see [Set up your network](ccp-networking.md).
## Configure the VDI platform parameter
To enable MMR Call Redirection in an Azure VDI environment, set the `VDIPlatform` parameter to `AZURE`. You can set this parameter in one of the following ways, depending on how your agents access the CCP:
+ **Agent workspace**: Add the `VDIPlatform=AZURE` query parameter to the URL. For more information, see [How to use audio optimization in the agent workspace](optimize-audio-cdd.md#howto-optimize-audio-cdd).
+ **Embedded or custom CCP**: Add the parameter to your `initCCP` configuration.
```
softphone: {
allowFramedSoftphone: true,
VDIPlatform: "AZURE"
}
```
**Important**
When `VDIPlatform` is set to `AZURE`, the CCP does not fall back to standard web browser audio if Azure audio optimization fails. This means calls fail, and the agent sees an error, if an agent accesses the CCP outside an Azure VDI environment, on an unsupported browser, or without the MMR extension active.
**Note**
If you do not set the `VDIPlatform` parameter, Connect Customer automatically detects whether MMR call redirection is active in the session and enables Azure audio optimization when it is. We recommend setting the parameter explicitly.
## Verify the media flow between the local device and Connect Customer
1. Confirm that the MMR browser extension is installed and active. In the virtual desktop browser, choose the **Multimedia Redirection** extension icon. When the CCP is open, the extension status shows as loaded (highlighted icon), and **Call Redirection** displays a check mark indicating it is active. For more information, see [Browser extension status](https://learn.microsoft.com/en-us/azure/virtual-desktop/multimedia-redirection-video-playback-calls#browser-extension-status) in the Microsoft documentation.
The extension icon changes to indicate the redirection status. The following table shows the icon states that are relevant to call redirection.
[See the AWS documentation website for more details](http://docs.aws.amazon.com/connect/latest/adminguide/using-ccp-vdi-azure-step-by-step.html)
1. Confirm that call redirection is enabled. Open the browser developer tools (F12), and in the console run the following command. The expected result is `true`.
```
navigator.mediaDevices.isCallRedirectionEnabled
```
1. Test the media flow. In the virtual desktop browser, disable the microphone permission for the CCP domain, and then refresh the page. Confirm that the **Multimedia Redirection** extension icon shows the loaded status.
Initiate a call. Confirm that the extension icon shows the call symbol. Speak into the microphone and confirm that the other party hears your audio. Because the agent's local device processes audio rather than the virtual desktop, the call works even though the microphone is disabled for the virtual desktop browser.
If the extension is disabled or call redirection is not working, the agent sees an error banner that states that the microphone is not accessible.
### Collect MMR debug logs
If you need to collect MMR logs for troubleshooting, use the browser extension to capture them.
1. In the virtual desktop browser, choose the **Multimedia Redirection** extension icon, and then choose **Show Advanced Settings**.
1. For **Collect logs**, choose **Start**.
1. Reproduce the issue, choose the extension icon again, and then for **Collect logs**, choose **Stop**. The browser prompts you to download one or more log files.
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For more information, see [Troubleshoot multimedia redirection](https://learn.microsoft.com/en-us/troubleshoot/azure/virtual-desktop/troubleshoot-multimedia-redirection#collect-logs) in the Microsoft documentation.
**Note**
For current MMR known issues and limitations, see [Known issues and limitations](https://learn.microsoft.com/en-us/troubleshoot/azure/virtual-desktop/troubleshoot-multimedia-redirection#known-issues-and-limitations) in the Microsoft documentation.
## Limitations
+ **Government clouds**: Microsoft does not support MMR on Azure Virtual Desktop for Azure US Government, or on Windows 365 for GCC, GCC-High, or DoD environments.
+ **Voice Focus**: VDI environments do not support noise suppression (Voice Focus) because it is incompatible with audio redirection.
+ **Video**: Connect Customer does not currently support MMR Call Redirection for video.