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Is Genesys Cloud Desktop in Media Helper mode compatible with Microsoft Softgrid?

  • 1.  Is Genesys Cloud Desktop in Media Helper mode compatible with Microsoft Softgrid?

    Posted 3 days ago

    Hi folks,

    I´m writing to inform you about a question a client asked us regarding the installation of Genesys Cloud Desktop in Media Helper mode (https://help.genesys.cloud/articles/deploy-the-desktop-app-admin/) within the Microsoft Softgrid environment.

    Is Genesys Cloud Desktop compatible with Microsoft Softgrid?

    Yes, Media Helper works with Softgrid - but with some important technical considerations.

    Since it runs as a local application on the endpoint, it can operate within a virtualized environment like Microsoft SoftGrid (App-V), provided certain requirements are met.

    Technical Points That Need to Be Validated

    1. Access to Local Devices
    Media Helper needs access to:

    • Audio drivers
    • Recording devices
    • Screen capture APIs
    • System resources (CPU/GPU)

    In Softgrid/App-V environments, it is necessary to ensure that:

    • Virtualization does not block access to local devices
    • Audio redirection is enabled
    • There is no excessive process isolation

    2. User Permissions
    Media Helper needs:

    • Permission to install local service
    • Permission to run in the background
    • Access to HTTPS ports for upload to Genesys Cloud

    3. Performance
    Screen recording consumes:

    • CPU
    • Memory
    • Disk I/O

    Softgrid adds a virtualization layer that can:

    • Increase latency
    • Impact Performance
    • Generating problems in long recordings
    • In large operations (BPO, contact centers with thousands of agents), this should be tested in a POC.

    4. When it might not work well
    Problems may occur if:

    • Softgrid completely isolates access to the hardware
    • Local services are blocked
    • Security policies prevent persistent execution
    • The environment is multi-tenant with strict restrictions

    Is Genesys Care with Media Helper supported in Softgrid/App-V?

    It depends on the scope of the problem. General Rules for Genesys Care

    Genesys Care supports:

    • Media Helper functionality
    • Integration with Genesys Cloud
    • Uploading recordings
    • Application errors
    • Logs and failures related to the Media Helper service
    • Communication problems with the platform

    But it does not support the virtualization environment itself.

    I hope this helps you if you have this need in the future.


    #Uncategorized

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    Marcos Faria
    Senior Technical Account Manager
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