recently wemove the agents to virtual desktops and they are logged in genesys via azure VDI. since then they are reporting latency in calls. we informed the call centers that audio does not go through VDI. The ip/urls and ports that were sent are for RTC helper running locally on the machine to connect straight to Genesys servers over the internet to handle audio.
Call centers are saying they reveiwed network bandwidth and whitelisting which appears to be good and webRTC phone diagnostics looks good aswell. Does anone have recomnedations?
Thanks