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Thanks for contacting us and sorry for the delay in response. We recommend that you open a support request with Genesys Customer Care to troubleshoot this issue because it relates to advanced network communication analysis, log review, and more. Meanwhile, we would like to reiterate that the architecture with Workspace SIP Endpoint running against a VDI environment is not designed to fit all the types of customer networks. The communication from WDE that runs in VDI to Workspace SIP Endpoint that runs locally cannot be successful always. Subsequent to that, a new architecture was introduced based on Genesys Softphone that is closer to the industry standard for the support of VoIP in a VDI environment. This architecture ensures better connectivity between the local workstation and the VDI session. To learn more, refer to this page - https://docs.genesys.com/Documentation/SP/Current/dep/SoftphoneWDERegards,SandhyaGenesys Information Experience
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