Genesys Cloud - Main

 View Only
Discussion Thread View
Expand all | Collapse all

Require the WebRTC Media Helper

  • 1.  Require the WebRTC Media Helper

    Posted 02-20-2023 09:49

    Does someone have more information on this feature that's coming out? Not sure what "This feature has no restriction by user or required user to access." means. Does this mean that it has to be set at the org level? I would hope this could be set at the user or phone level.

    Telephony administrators can now require the use of the WebRTC Media Helper. When administrators enable the Require WebRTC Media Helper setting, users must have an active and connected media helper to make or receive a call. A connected media helper prevents audio traffic from streaming through Virtual Desktop Infrastructure (VDI), which can introduce audio quality degradation. This feature has no restriction by user or required user to access.


    #Telephony

    ------------------------------
    C Goodell
    ------------------------------


  • 2.  RE: Require the WebRTC Media Helper

    Posted 02-20-2023 15:27

    "This feature has no restriction by user or required user to access." - This means there is no licencing restriction to use this feature.
    This feature will fall under Telephony Admin, so I suspect it will be a setting on the WebRTC phone and/or base settings.



    ------------------------------
    Dewald Smit
    Altron Systems Integration a Division of Altron TMT (Pty) Ltd
    ------------------------------



  • 3.  RE: Require the WebRTC Media Helper

    GENESYS
    Posted 02-21-2023 03:40

    Correct!: "You can enable the Require WebRTC Media Helper setting in the WebRTC base settings or a WebRTC phone setting. The Require WebRTC Media Helper setting appears in the Media section of the WebRTC configuration."



    ------------------------------
    BR Peter
    Genesys - Employees
    ------------------------------



  • 4.  RE: Require the WebRTC Media Helper

    Posted 03-01-2023 08:11

    This feature is not available to me. Am I missing something? 



    ------------------------------
    nicholas Argeson
    Bethlehem Shared Services LLC.
    ------------------------------



  • 5.  RE: Require the WebRTC Media Helper

    Posted 03-01-2023 09:35

    It was there yesterday, today it seems to be removed.  We were testing it out with a few users and now have no ability to see if it remains on but is not available to force any longer on our WebRTC phones.



    ------------------------------
    Christina Brooks
    TLS Connecting Voices
    ------------------------------



  • 6.  RE: Require the WebRTC Media Helper

    Posted 03-01-2023 10:39

    I just checked two ORGs, one US East and one US West and don't see the option. Maybe it's been temporarily removed? I recommend opening a support case with Customer Care.



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 7.  RE: Require the WebRTC Media Helper

    GENESYS
    Posted 03-01-2023 11:16
    Edited by Peter Faust 03-01-2023 12:20

    The feature was temporarily disabled while dev investigates recent reports of WebRTC SDK related errors. Media helper was not the cause of these errors but the feature relies on the new SDK to prevent a benign error. Customers interested in using the Media Helper today can request beta access or wait until it becomes again available.

    Sorry for the inconvenience

    ------------------------------
    BR Peter
    Genesys - Employees
    ------------------------------



  • 8.  RE: Require the WebRTC Media Helper

    Posted 03-01-2023 11:28

    Thank you for the explanation, Peter!

    I must've missed the communication from Genesys advising of this.....



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 9.  RE: Require the WebRTC Media Helper

    Posted 03-02-2023 03:53

    why the customers should realized theirself and no official communication is fired?

    This is not "Empathy as service" as stated in your slogan =)



    ------------------------------
    Gennaro Montanino
    ------------------------------



  • 10.  RE: Require the WebRTC Media Helper

    Posted 05-30-2023 18:37

    Hi @Peter Faust 

    Is this feature still in beta? I still cannot find setting in our Org. 



    ------------------------------
    Vincent Sabolboro
    ATB Financial
    ------------------------------



  • 11.  RE: Require the WebRTC Media Helper

    GENESYS
    Posted 06-06-2023 11:04

    Hi Vincent,

    Please use this official forum post: 

    https://community.genesys.com/discussion/administrative-ability-to-require-webrtc-media-helper-rollout-paused



    ------------------------------
    BR Peter
    Genesys - Employees
    ------------------------------



  • 12.  RE: Require the WebRTC Media Helper

    Posted 06-06-2023 11:14

    @Peter Faust , Thank you and noted.



    ------------------------------
    Vincent Sabolboro
    ATB Financial
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources