Using WebRTC in ContactPad with a virtual desktop

Using WebRTC with Virtual Desktop Infrastructure (VDI) can present challenges such as increased latency and packet loss, both of which reduce call audio quality. If VDI support for WebRTC is enabled for your account, these challenges are minimized. For more information about VDI support for WebRTC, see Virtual Desktop Infrastructure support for ContactPad with WebRTC.

To benefit from VDI support, open one of the following URLs on your local computer before you start using ContactPad on your virtual desktop. These URLs open a WebRTC tab. Choose the URL for the region of your account:

Region	URL
APAC	https://apac.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?webrtc=true
NAM	https://nam.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?webrtc=true
EMEA	https://emea.newvoicemedia.com/CallCentre/ServiceCloud/AgentInterface?webrtc=true

When you have the WebRTC tab open and you make or receive a call, WebRTC can use the WebRTC tab to route audio directly to you instead of routing it through the remote desktop server. Bypassing the remote desktop server helps avoid latency and packet loss issues.

You can still control the call (accept or reject, mute, hang up, and so on) in ContactPad on your virtual desktop.

Logging out

If you log out of ContactPad on your virtual desktop, the WebRTC tab on your local machine will not be able to route audio to you. If you close the WebRTC tab, you may experience issues with call quality.

Limitations

You cannot set WebRTC options using ContactPad on your virtual desktop — you must set WebRTC options from the WebRTC tab on your local machine.
You must click somewhere on the page in the WebRTC tab on your local machine to allow audio to play. If you do not do this, audio will not play.