Frequently Asked Question

Synopsis

To help improve the call quality when connected to the VDIs, Genesys offers a small website called the Genesys WebRTC Media Helper. 

The sole job of the Genesys WebRTC Media Helper is to reroute the Genesys call traffic to a server closer to the connecting end-user rather than being piped through the VDI and back.

Using the Genesys WebRTC Media Helper:

1. IN YOUR VDI: Sign out of Litify and close any Genesys window(s) they may have opened within your VDI.
2. ON YOUR PC THAT YOU USE TO CONNECT TO THE VDI: Go to this link https://apps.usw2.pure.cloud/mediahelper/#/ and sign in when prompted (reach out to IT for the Organization Code if you do not know it)
3. ON YOUR PC THAT YOU USE TO CONNECT TO THE VDI: Once signed into the Genesys WebRTC Media Helper, you should see in the top-right of the WebRTC Media Helper webpage a green circle that says Connected
   
   
   
   
4. ON YOUR PC THAT YOU USE TO CONNECT TO THE VDI: Verify that your headset is correctly selected within the WebRTC Media Helper & accept any browser permission prompts to use your Microphone and/or headset if prompted.
   
   
5. HEAD BACK INTO YOUR VDI: Open a new browser window & log back into Litify. Log into Genesys within the VDI if prompted.

Done! Future calls should now be rerouted to the Genesys WebRTC Media Helper on your personal PC for improved call quality!

You can verify if the WebRTC Media Helper is working if the Active Calls section on the top of the web page shows 1 active calls.

Troubleshooting

If you don't see the Genesys WebRTC Media Helper webpage go from 0 active calls to 1 active calls when you receive a Genesys call, please sign out of Litify on your VDI then sign out (not disconnecting) of your VDI - afterwards, restart your personal PC. 

Once rebooted, open the Genesys WebRTC Media Helper on your personal PC & sign in first then you can sign back to your VDI then log back into Litify within the VDI.