Citrix Media Offloading enhances voice quality for agents using Citrix Virtual Desktops by processing audio locally on the agent’s machine instead of routing it through Citrix servers.

Key Benefits

• Improved voice quality for agents in Citrix environments

• Reduced latency, echo, and jitter for clearer communication

• Instant visibility into Citrix media connection status

• Seamless experience with no changes to existing call workflows

Prerequisite

Ensure that your Citrix Virtual Desktop environment is configured to support media offloading before using this feature.

Citrix Media Status Indicator

CTI supports Citrix Media Offloading with a connection status indicator displayed in the CTI top bar. This indicator provides agents with immediate visibility into whether Citrix Media is connected, helping them quickly identify potential audio setup issues without disrupting call workflows.

Citrix Media icon states in the CTI top bar during voice interactions:

• Connected State: Indicates Citrix Media is successfully connected and audio is being processed locally.

• Disconnected State: Indicates Citrix Media is not connected.

Agent Experience

Manual action is not required from agents once the feature is enabled. When Citrix Media is connected, audio automatically uses local processing. Agents can continue handling calls normally while monitoring the connection status from the CTI top bar.