Hi David -
We've recently been through a LOT of pain convincing the customer that they should be using the WebRTC Helper with their VDI (as per Genesys recommendation).
In their case, their preferred solution was MS Cloud PC / Azure Remote Desktop running on a Wyse Terminal ... an unholy combination! The Wyse would not allow them to use the Helper since they couldn't run a separate browser session; all our testing on a Windows PC (then running Helper + Cloud PC) convinced them to swap out the Wyse terminals.
Our biggest issue was audio lag ... without the Helper it could be as bad as 2.5 seconds comparing the Customer and Agent conversations.
Genesys might say that if you don't use the Helper then you need to 'tune' the VDI environment ... the problem will be getting someone to own that activity.
I had far less grey hair before starting that project!
Cheers,
Mal.
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Thanks and regards,
Malcolm Green
Nexon Asia Pacific
malcolm.green@nexon.com.au------------------------------
Original Message:
Sent: 03-01-2022 11:11
From: David Martinez
Subject: Genesys Cloud Screen Pop integration with Citrix Xendesktop/Xenapp
Hi Community,
Is anyone using Genesys Cloud with a Citrix VDI and not using the WebRTC Helper? We are evaluating removing internet access from the agent desktop. The Citrix VDI would control internet access to Genesys Cloud and the voice call would route via VDI to a thin client on the agent's desktop.
We know this requires VDI tuning.
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David Martinez
Motorola Solutions Inc
Original Message:
Sent: 07-31-2021 00:34
From: Vaun McCarthy
Subject: Genesys Cloud Screen Pop integration with Citrix Xendesktop/Xenapp
HI Shalom
What you might want to consider instead is using the new VDI helper run on the laptop/desktop but have the user browser instance within the same Citrix session. Hopefully someone that's played around with that new helper can input here as I haven't touched it myself.
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Vaun McCarthy
NTT New Zealand Limited
Original Message:
Sent: 07-29-2021 14:14
From: Shalom Benzaquen
Subject: Genesys Cloud Screen Pop integration with Citrix Xendesktop/Xenapp
Community, I wonder if anyone had any experience with having GC WebRTC chrome Client on agent Laptop/Desktop with CTI data from the IVR and popping that data into a CRM that may exist within a Citrix Xendesk(VDI)/Xenapp..
#Ask Me Anything (AMA)
#ArchitectandDesign
#Implementation
#API/Integrations
#Routing(ACD/IVR)
#Telephony
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Shalom Benzaquen
Anthem, Inc.
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