Genesys Cloud - Main

We're migrating to Cloud CX from PureConnect right now. We were hoping to move everyone to WebRTC phones. The issue is that we have a fair number of thin clients (Wyse terminals) that present a Citrix desktop environment to the user. There's no way to make use of Media Helper in this configuration, so the WebRTC traffic would have to go through Citrix. This resource center page leads me to believe this is possible with "tuning and additional testing". Our Citrix admin is saying that this isn't going to work.

Does anyone have real world experience with such an environment? If so, I'd love to hear any feedback regarding whether it works at all, things to watch out for, etc. Thanks!

We're migrating to Cloud CX from PureConnect right now. We were hoping to move everyone to WebRTC phones. The issue is that we have a fair number of thin clients (Wyse terminals) that present a Citrix desktop environment to the user. There's no way to make use of Media Helper in this configuration, so the WebRTC traffic would have to go through Citrix. This resource center page leads me to believe this is possible with "tuning and additional testing". Our Citrix admin is saying that this isn't going to work.

Does anyone have real world experience with such an environment? If so, I'd love to hear any feedback regarding whether it works at all, things to watch out for, etc. Thanks!

Hi Dave,

In my organization, contact center agents use thin clients (Wyse), and it works without Media Helper. I'm not an expert in Citrix infrastructure-I'm a Genesys administrator-but if you need more details about how the Citrix team got it working, let me know and I'll try to find out.

The main issue has been (and still is) that sometimes the Wyse device doesn't recognize the USB headset. When that happens, the agent needs to log out and login again.

The sound quality isn't as good as when the session runs through a browser on a regular PC or laptop, but it's still acceptable.

Regards

We're migrating to Cloud CX from PureConnect right now. We were hoping to move everyone to WebRTC phones. The issue is that we have a fair number of thin clients (Wyse terminals) that present a Citrix desktop environment to the user. There's no way to make use of Media Helper in this configuration, so the WebRTC traffic would have to go through Citrix. This resource center page leads me to believe this is possible with "tuning and additional testing". Our Citrix admin is saying that this isn't going to work.

Does anyone have real world experience with such an environment? If so, I'd love to hear any feedback regarding whether it works at all, things to watch out for, etc. Thanks!

Fabian,

Thanks for the reply. After more discussion between us, our Citrix admins, and our Genesys partner/reseller, we opted to place Polycom phones at the Wyse terminals. Your experiences align with the points that came up during our meeting. They said the same thing about the USB devices on the thin clients. They usually work just fine ... until they don't. Except for this use case, we don't use the thin clients for anything that's time-critical like voice communications. For general desktop usage, a couple hundred ms of latency here and there doesn't really matter. As such, we allow a relatively large number of users onto each of our Citrix servers. We're guessing that part of the "tuning" required to make WebRTC work acceptably would be to limit the number of users on each server to make sure it could keep up with the load. That means we would need more Citrix servers. In the end, it seems like it will be cheaper/easier/better to just use Polycom phones for those stations.

Hi Dave,

In my organization, contact center agents use thin clients (Wyse), and it works without Media Helper. I'm not an expert in Citrix infrastructure-I'm a Genesys administrator-but if you need more details about how the Citrix team got it working, let me know and I'll try to find out.

The main issue has been (and still is) that sometimes the Wyse device doesn't recognize the USB headset. When that happens, the agent needs to log out and login again.

The sound quality isn't as good as when the session runs through a browser on a regular PC or laptop, but it's still acceptable.

Regards

We're migrating to Cloud CX from PureConnect right now. We were hoping to move everyone to WebRTC phones. The issue is that we have a fair number of thin clients (Wyse terminals) that present a Citrix desktop environment to the user. There's no way to make use of Media Helper in this configuration, so the WebRTC traffic would have to go through Citrix. This resource center page leads me to believe this is possible with "tuning and additional testing". Our Citrix admin is saying that this isn't going to work.

Does anyone have real world experience with such an environment? If so, I'd love to hear any feedback regarding whether it works at all, things to watch out for, etc. Thanks!