Why does my VDI workspace require emulated or passthrough audio devices when using WebRTC Media Helper? - Genesys Cloud Resource Center

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.

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.