Also, won’t the audio devices on the WebRTC Media Helper be used instead?

No. The reason that emulated or passthrough audio devices within the VDI workspace are required is because the client itself is unaware of Media Helper actively establishing a connection. Or that a connection is coming soon. Furthermore, emulated or passthrough audio devices exist for failover purposes such as in the event that Media Helper is unexpectedly disconnected and another interaction is received.

The WebRTC Media Media Helper client is a WebRTC/Genesys Cloud client just like the standard client with regards to communicating with cloud services. As such, it requires the same access to outbound connections as the standard Genesys Cloud client when using WebRTC. For more information, see Ports and services for Genesys Cloud clients and Ports and services for WebRTC.

Yes. The WebRTC Media Helper is specially designed to allow you to seamlessly use WebRTC phones in a VDI environment. For more information, see About WebRTC Media Helper.

 When it comes to supporting Genesys Cloud in a VDI environment, your VDI vendor is best suited to check your VDI configuration and provide tuning at scale. If you have a Genesys Cloud application or a WebRTC Media Helper related questions, you can contact Genesys Cloud Product Support and we will evaluate Genesys Cloud’s configuration. As a part of our troubleshooting process, we may request that you run certain tests outside the VDI environment.

Yes, Genesys Cloud supports Virtual Desktop Infrastructure (VDI) configurations. For best results, Genesys recommends that customers using VDI have a telephony configuration using either physical phones or WebRTC phones along with the WebRTC Media Helper. For more information, see Use WebRTC Media Helper in a Virtual Desktop Infrastructure (VDI) environment.