Genesys Cloud - Main

Hi Everyone,

Does anyone have experience with deploying Genesys cloud in a Citrix environment? 

We recently deployed Genesys Cloud CCaaS last week. We are constantly running into issues of agents microphones losing permission in Chrome or headsets stop working. I have worked with getting end-users working only for some to call me back in 5-10 minutes saying it's happened again. I have been working with my systems team. We've pushed out GPOs to enable microphone permissions in Chrome, kept Genesys media helper from going to sleep in both Chrome & Edge on the local desktop. Microphone permissions are enabled in Citrix. I constantly have to reset microphone permissions in Chrome or completely reset Chrome. Today I've been running into not being able to enable microphone permissions no matter what I do. I have checked all Windows settings as well as browser/HID settings. These permission were enable the previous week. I have to completely log the user out of their VDI and reboot their PC and start over. This can happen to the same users a few times a day. We also seem to have an issue of headset profile getting wipe out in Genesys Cloud. Our end-users have 2 headsets each for in office and when working from home. Also, Media Helper tends to jump to the local PC microphone or speaker sometimes and I have to just disable the devices all together..

Currently we are using both Media Helper & Genesys cloud in browsers. 

We just recently learned 3 days after deployment that there is a desktop app. We are going to test that out on VDI and in Media Helper mode locally. 

Headsets:  Listed as compatible on Genesys website.

Jabra Evolve2 55 using the Jabra Link 390 USB Dongle (not Bluetooth)

Jabra Evolve 20 wired.

Using Jabra Direct app on local PCs

Environment:

Citrix version 2402 (for most endpoints), some have a couple versions higher.

Local desktops are a mix of Windows 10 & 11.

Any help is greatly appreciated.

Thank you,

-Tim

Hello Tim,

I know that we have some admins that have Citrix deployments. Hopefully they can weigh in here with how they set up their environment.