Configure WebRTC Media Helper to use Citrix’s Browser Content Redirection

AI-generated summary

Genesys Cloud WebRTC Media Helper integrates with Citrix environments through Browser Content Redirection, streamlining the VDI experience. The solution functions on Windows and Linux workstations, requiring Media Helper installation on the Citrix client. Configuration involves Windows registry modifications on the Citrix server, specifically adding WebBrowserRedirectionAcl and WebBrowserRedirectionAuthenticationSites values. The system operates across 15 global regions, including multiple locations in the US, Europe, Asia Pacific, Canada, South America, and the Middle East, with each region maintaining dedicated login and WebRTC Media Helper URLs. Notable is the FedRAMP-certified US East 2 region in Ohio, specifically serving U.S. Public Sector agencies. Implementation requires precise URL formatting with /* appendages in registry settings. For technical issues related to Citrix Browser Content Redirection, users must engage with Citrix partners and documentation, as Genesys only supports the WebRTC Media Helper component.

You can use WebRTC Media Helper in a Citrix environment through Citrix’s Browser Content Redirection feature. The Citrix Browser Content Redirection feature removes the need to log in to WebRTC Media Helper outside of VDI on a local device.

Notes:

Citrix’s Browser Content Redirection feature only supports Windows and Linux workstations; it does not support MacOS.
Media Helper must be run on the Citrix client.

To allow WebRTC Media Helper to work in a Citrix environment, Citrix requires you to edit the Windows registry on your Citrix server to add two multi-string values: WebBrowserRedirectionAcl and WebBrowserRedirectionAuthenticationSites.

Warning: Editing the Windows registry can be dangerous to the stability of the operating system. Before you begin, best practice recommends that you back up the registry.

Open the Registry Editor and navigate to the following folder:
```
HKEY_LOCAL_MACHINE\SOFTWARE\Citrix\HDXMediaStream
```
Click Edit and select New | Multi-String Value.
In the Value Name box, type WebBrowserRedirectionAcl and press Enter twice. The Edit Multi-String dialog opens.
In the Value data panel:
- Type the Genesys Cloud login URL for your region. Append /* to the URL.
  Note: Genesys recommends that you enter the Genesys Cloud login URL for your region to ensure the intended region is used for login authentication. For more information, see AWS regions for Genesys Cloud. If you are using single sign-on, see Add multiple single sign-on providers to Genesys Cloud.
- Type the URL to the Genesys Cloud WebRTC Media Helper app for your region. Append /* to the URL.
Click OK.
Repeat steps 2 through 5 to create a second Multi-String Value named WebBrowserRedirectionAuthenticationSites.

For example, if you are in the US West (Oregon) region, your Edit Multi-String dialog boxes will look like this:

Find the Genesys Cloud login URL for your regionClick to expand

Show

entries

AWS region	AWS region name	Region in Genesys Cloud login	Genesys Cloud login URL
US East (N. Virginia)	us-east-1	Americas (US East)	https://login.mypurecloud.com
US East 2 (Ohio)^*	us-east-2	FedRAMP	https://login.use2.us-gov-pure.cloud
US West (Oregon)	us-west-2	Americas (US West)	https://login.usw2.pure.cloud
Canada (Central)	ca-central-1	Americas (Canada)	https://login.cac1.pure.cloud
South America (São Paulo)	sa-east-1	Americas (São Paulo)	https://login.sae1.pure.cloud
Mexico (Central)	mx-central-1	Mexico (Central)	https://login.mxc1.pure.cloud
Europe (Frankfurt)	eu-central-1	EMEA (Frankfurt)	https://login.mypurecloud.de
Europe (Ireland)	eu-west-1	EMEA (Dublin)	https://login.mypurecloud.ie
Europe (London)	eu-west-2	EMEA (London)	https://login.euw2.pure.cloud
Europe (Zurich)	eu-central-2	EMEA (Zurich)	https://login.euc2.pure.cloud

Showing results

1 - 10 of 17

* The US East 2 (Ohio)/FedRAMP region is an AWS region that is dedicated to U.S. Public Sector agencies and customers contracted to provide support for U.S. Public sector agencies.

Find the URL to the Genesys Cloud WebRTC Media Helper app for your region.Click to expand

Region	Region-specific Genesys Cloud WebRTC Media Helper app
US East (N. Virginia)	https://apps.mypurecloud.com/mediahelper
US East 2 (Ohio)*	https://apps.use2.us-gov-pure.cloud/mediahelper
US West (Oregon)	https://apps.usw2.pure.cloud/mediahelper
Canada (Canada Central)	https://apps.cac1.pure.cloud/mediahelper
Mexico (Central)	https://apps.mxc1.pure.cloud/mediahelper
South America (Sao Paulo)	https://apps.sae1.pure.cloud/mediahelper
EU (Frankfurt)	https://apps.mypurecloud.de/mediahelper
EU (Ireland)	https://apps.mypurecloud.ie/mediahelper
EU (London)	https://apps.euw2.pure.cloud/mediahelper
EU (Zurich)	https://apps.euc2.pure.cloud/mediahelper
Middle East (UAE)	https://apps.mec1.pure.cloud/mediahelper
Asia Pacific (Seoul)	https://apps.apne2.pure.cloud/mediahelper
Asia Pacific (Sydney)	https://apps.mypurecloud.com.au/mediahelper
Asia Pacific (Tokyo)	https://apps.mypurecloud.jp/mediahelper
Asia Pacific (Mumbai)	https://apps.aps1.pure.cloud/mediahelper
Asia Pacific (Osaka)	https://apps.apne3.pure.cloud/mediahelper
Asia Pacific (Singapore)	https://apps.apse1.pure.cloud/mediahelper

* The US East 2 (Ohio)/FedRAMP region is an AWS region that is dedicated to US federal agencies.

Troubleshooting

Citrix Browser Content RedirectionClick to expand

Genesys provides a way to run Genesys Cloud in Citrix with WebRTC Media Helper but does not provide support for the Citrix Browser Content Redirection feature. If you encounter issues with the Citrix Browser Content Redirection feature, you can follow these steps:

Contact your Citrix partner.
Investigate the Citrix Browser Content Redirection documentation.
Investigate the Citrix support document: How to Troubleshoot Browser Content Redirection.

Google ChromeClick to expand

A recent Google Chrome security update impacts Citrix’s Browser Content Redirection and WebRTC Media Helper. This Google Chrome security update changes how the browser handles connections to local resources, including localhost. Citrix’s Browser Content Redirection relies on a WebSocket connection to localhost (port 9002) to facilitate media offloading and this security update will trigger a new user permission prompt. Failure to respond correctly to this prompt will prevent WebRTC Media Helper from working.

You can suppress this prompt by configuring a Chrome Enterprise policy in the Windows registry on your Citrix server. This pre-authorizes the connection and prevents the prompt from appearing for end users.

Warning: Editing the Windows registry can be dangerous to the stability of the operating system. Before you begin, best practice recommends that you back up the registry.

Open the Registry Editor and navigate to the following folder: HKLM\SOFTWARE\Policies\Google\Chrome
Click Edit and select New | String Value.
In the Value Name box, type LocalNetworkAccessAllowedForUrls and press Enter twice. The Edit String dialog opens.
Type the URL to the Genesys Cloud WebRTC Media Helper app for your region. Append /* to the URL.
Click OK.

For more information, see the Local network access restrictions for WebSockets page on the Chrome Platform Status site.

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