Our contact center is using Azure Virtual Desktops and running Media helper outside of AVD in Edge. Previously, we were using chrome, but our Infrastructure dept suggested the switch to Edge. I'm not entirely sure of the reason.
Occasionally, we get reports of bad call quality. Robotic voices, agents cannot hear, customers cannot hear. I suspected that the connection to Media helper gets lost a few times a day causing this bad call quality. To prove this, I turned on the Require media helper setting in the WebRTC phone and I was getting reports from these agents that they are getting errors stating "Unable to contact phone, Media Helper is required"
My question: Is there any best practices or suggested setups to make sure that media helper is constantly running. Maybe by some type of auto refresh of the browser? Wondering if anyone else has ever experienced this and what did you do to mitigate this issue?
#Telephony------------------------------
Nick Argeson
Bethlehem Shared Services LLC.
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