I am implementing Servicenow Integration with Amazon Connect in a VDI Environment. To avoid voice quality issues I would like to know if the Amazon Connect CTI Adapter for ServiceNow supports a "medialess" mode, where it can handle interactions without directly managing media streams like voice or video. So the audio is not handled by the embedded CCP in ServiceNow. This way there is limited traffic in the VDI environment., just call signalling. Has anyone implmented this and how. Would appreciate your feedback
ITSM
