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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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Great post Marcos.!  I replied on the wrong post in error so just editing my reply accordingly….  

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Clare Sweeney
Senior Director - GTM Strategy, Education
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Hi Marcos

I don't yet have any clients who need to use the media helper, but it's good to know these points.

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Cesar Padilla
INDRA COLOMBIA
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Thanks, Marcos to share knowledge and something that happen with you.

It's always amazing to see how Community and the sense of #OneGenesys

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Suzi Leao
suzi.oliveira@genesys.com
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Thank you Marcos! Good to know!

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NICHOLAS ALVES
Principal PS
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Thanks for sharing this, Marcos.

Very useful information, especially the points around local device access, virtualization isolation, and performance impacts in large-scale environments.

I also completely agree that a proper production-like POC is essential in these scenarios, mainly to validate audio/device behavior and session stability under real operational conditions.

Really valuable post for teams working with VDI/App-V environments.

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Gabriel Garcia
NA
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@Marcos Faria Great information, thank you for taking the time to share this detailed breakdown and the important considerations around Media Helper in virtualized environments like Softgrid/App-V.

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Phaneendra
Technical Solutions Consultant
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