Using WebRTC with Virtual Desktop Infrastructure (VDI) can present challenges such as increased latency and packet loss, both of which reduce call audio quality. These challenges occur because audio is not routed directly to the agent and is instead routed through the remote desktop server.
If VDI support is enabled for your account, latency and packet loss are minimized when using ContactPad with WebRTC on a virtual machine. To use ContactPad with WebRTC on a virtual machine, an agent should open a specific webpage in a browser on their local computer. When the agent has opened the webpage, WebRTC media is routed directly to the agent. This bypasses the remote desktop server and avoids latency and packet loss issues. For more information, see Using WebRTC in ContactPad with a virtual desktop.
Limitations
- VDI support is only available with Vonage WebRTC; in the event of an incident, you would not be able to use backup WebRTC.