Customers that interact with highly regulated and sensitive data can choose to run the Genesys Cloud™ platform within their virtual desktop infrastructure (VDI) environment. Genesys provides a flexible set of solutions to help optimize voice quality when leveraging the client within VDI.
The Genesys Cloud WebRTC Media Helper is designed to allow you to use
WebRTC phones in a VDI environment without the need for fine-tuning or
additional VDI enhancements. More specifically, Media Helper allows the
WebRTC real-time media flow to run independently outside of a VDI session
even though the Genesys Cloud interface operates within the VDI. Bypassing
the VDI environment and terminating directly on the client workstation
allows a WebRTC phone to function much like a hardware phone in a VDI
environment. This provides an improved audio quality experience.
Genesys Cloud can run in VDI configurations. For best results, Genesys
recommends that customers using a VDI configuration have a telephony
system with hardware phones or with WebRTC phones along with the Media
Helper. Furthermore, when configuring VDI applications or environments
for your agents, it’s important that emulated audio input and output devices are made available to the application. The Genesys Cloud client application
plays notifications and alerts through these emulated devices. Also, WebRTC
media functionality will failover to these emulated devices in the event the
Media Helper connection is lost.
Customers can also choose to use WebRTC directly in a VDI configuration.
However, when going this route, successful use of Genesys Cloud with
WebRTC in a VDI environment requires tuning and additional testing at scale
by your VDI provider.
