Genesys Cloud - Main

Hello - We are having audio issues with our agents on VDI. Our population not on VDI is not experiencing the issue.

For those on VDI, the issue presents after the conversation has begun, where the customer can no longer hear the agent, but the agent can still hear the customer. The customer thinks the call has been disconnected and hangs up. This happens on 8-10% of all calls in the VDI environment. We have been troubleshooting everything we can think of, yet the issue persists. Has anyone experienced this and can point to what might be a cause? 

If it is possible, use the Media Helper at the local machine.  Also, I would suggest persistent connections.  If you can't user the media helper, use the BCR for WebRTC on Citrix or the WebRTC proxy on VM Ware Horizon to proxy the WebRTC to the local device.  I am guessing you might have some split tunneling issues or you have alternate routing going on.  Did you open a ticket with your partner on this?  If direct with Genesys, good luck.  Look into the BCR/Proxy if you can't use Media Helper on this and let us knwo.  

Hello - We are having audio issues with our agents on VDI. Our population not on VDI is not experiencing the issue.

For those on VDI, the issue presents after the conversation has begun, where the customer can no longer hear the agent, but the agent can still hear the customer. The customer thinks the call has been disconnected and hangs up. This happens on 8-10% of all calls in the VDI environment. We have been troubleshooting everything we can think of, yet the issue persists. Has anyone experienced this and can point to what might be a cause? 

Robert, we are using the GC Media helper and do not seem to have any issues.  I wonder if you can share any details around  and how BCR for WebRTC on Citrix..  Thanks

If it is possible, use the Media Helper at the local machine.  Also, I would suggest persistent connections.  If you can't user the media helper, use the BCR for WebRTC on Citrix or the WebRTC proxy on VM Ware Horizon to proxy the WebRTC to the local device.  I am guessing you might have some split tunneling issues or you have alternate routing going on.  Did you open a ticket with your partner on this?  If direct with Genesys, good luck.  Look into the BCR/Proxy if you can't use Media Helper on this and let us knwo.  

Hello - We are having audio issues with our agents on VDI. Our population not on VDI is not experiencing the issue.

For those on VDI, the issue presents after the conversation has begun, where the customer can no longer hear the agent, but the agent can still hear the customer. The customer thinks the call has been disconnected and hangs up. This happens on 8-10% of all calls in the VDI environment. We have been troubleshooting everything we can think of, yet the issue persists. Has anyone experienced this and can point to what might be a cause? 

Make sure you are running Media Helper at the local desktop and not in the VDI.  For BCR, refer to this resource:  Configure WebRTC Media Helper to use Citrix's Browser Content Redirection - Genesys Cloud Resource Center (mypurecloud.com)

Robert, we are using the GC Media helper and do not seem to have any issues.  I wonder if you can share any details around  and how BCR for WebRTC on Citrix..  Thanks

If it is possible, use the Media Helper at the local machine.  Also, I would suggest persistent connections.  If you can't user the media helper, use the BCR for WebRTC on Citrix or the WebRTC proxy on VM Ware Horizon to proxy the WebRTC to the local device.  I am guessing you might have some split tunneling issues or you have alternate routing going on.  Did you open a ticket with your partner on this?  If direct with Genesys, good luck.  Look into the BCR/Proxy if you can't use Media Helper on this and let us knwo.  

Hello - We are having audio issues with our agents on VDI. Our population not on VDI is not experiencing the issue.

For those on VDI, the issue presents after the conversation has begun, where the customer can no longer hear the agent, but the agent can still hear the customer. The customer thinks the call has been disconnected and hangs up. This happens on 8-10% of all calls in the VDI environment. We have been troubleshooting everything we can think of, yet the issue persists. Has anyone experienced this and can point to what might be a cause? 

Thank you for your Quick Response..  Citrix BCR, seems like an excellent option for folks using VDI without executing the media helper on their laptop browser..  Our only challenge is that we have the same folks using VDI to connect GC orgs that either be on AWS US East1 and US West 2.. I wonder if you know if we can add both US east 1 and US west 2 URL's?  This way an agent that logs only GC, does not have to be concerned which GC region they are logged onto, that may be either US east 1 or US west 2

Make sure you are running Media Helper at the local desktop and not in the VDI.  For BCR, refer to this resource:  Configure WebRTC Media Helper to use Citrix's Browser Content Redirection - Genesys Cloud Resource Center (mypurecloud.com)

Robert, we are using the GC Media helper and do not seem to have any issues.  I wonder if you can share any details around  and how BCR for WebRTC on Citrix..  Thanks

If it is possible, use the Media Helper at the local machine.  Also, I would suggest persistent connections.  If you can't user the media helper, use the BCR for WebRTC on Citrix or the WebRTC proxy on VM Ware Horizon to proxy the WebRTC to the local device.  I am guessing you might have some split tunneling issues or you have alternate routing going on.  Did you open a ticket with your partner on this?  If direct with Genesys, good luck.  Look into the BCR/Proxy if you can't use Media Helper on this and let us knwo.  

Hello - We are having audio issues with our agents on VDI. Our population not on VDI is not experiencing the issue.

For those on VDI, the issue presents after the conversation has begun, where the customer can no longer hear the agent, but the agent can still hear the customer. The customer thinks the call has been disconnected and hangs up. This happens on 8-10% of all calls in the VDI environment. We have been troubleshooting everything we can think of, yet the issue persists. Has anyone experienced this and can point to what might be a cause? 

Hello - We are having audio issues with our agents on VDI. Our population not on VDI is not experiencing the issue.

For those on VDI, the issue presents after the conversation has begun, where the customer can no longer hear the agent, but the agent can still hear the customer. The customer thinks the call has been disconnected and hangs up. This happens on 8-10% of all calls in the VDI environment. We have been troubleshooting everything we can think of, yet the issue persists. Has anyone experienced this and can point to what might be a cause? 

We have had issues with this for many months after we first went live with GC. One thing we tried and appears to have made a difference was to make sure the browser you are using for the media helper is set to never put this tab to sleep. It was something that was suggested to us when our issues first started and we did, however, we had to make sure and turn the feature off and add the URL to the list to never put it to sleep for it to seem to work for us. I am not sure what browser you use but for us it was Edge. Hope this helps you.

Hello - We are having audio issues with our agents on VDI. Our population not on VDI is not experiencing the issue.

For those on VDI, the issue presents after the conversation has begun, where the customer can no longer hear the agent, but the agent can still hear the customer. The customer thinks the call has been disconnected and hangs up. This happens on 8-10% of all calls in the VDI environment. We have been troubleshooting everything we can think of, yet the issue persists. Has anyone experienced this and can point to what might be a cause?