Genesys Cloud - Main

In this video, @Santosh Bhandari discusses a new feature "CX Cloud media helper alert for failed calls"

Administrators can help agents quickly identify when a required media helper is not running in CX Cloud. When Genesys Cloud is configured to require a media helper for WebRTC voice interactions and a call cannot connect for this reason, CX Cloud displays an on-screen notification stating, “Unable to contact phone, Media Helper is required.” The notification remains visible until the agent dismisses it, helping agents restart media helper and resume handling calls.

Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/february-16-2026/

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