We’re excited to announce that multimedia call redirection on Azure Virtual Desktop and Windows 365 now supports Genesys Cloud and Five9, both Contact-Center-as-a-Service (CCaaS) platforms. This enhancement enables a more optimized calling experience for contact center agents using Genesys Cloud or Five9 in virtual environments. To see a full list of supported CCaaS solutions, refer to our documentation.
What is multimedia call redirection?
Multimedia call redirection optimizes WebRTC-based calls by redirecting audio data from Azure Virtual Desktop session hosts or Windows 365 Cloud PCs to the user’s local device. This offloading helps reduce latency, improve call quality, and deliver a “like-local” communication experience, as if the call was happening directly on the user’s physical device rather than through a remote cloud connection.
Benefits of using multimedia call redirection
Integrating multimedia call redirection with CCaaS solutions on Azure Virtual Desktop and Windows 365 offers direct benefits for customers, particularly those in contact centers or hybrid work environments:
- Enhanced call quality: By redirecting WebRTC calls to the local device, multimedia call redirection is designed to minimize latency and packet loss, helping ensure clearer audio. This can be especially important for contact center agents where clear communication directly impacts customer satisfaction and support case completion rates.
- Improved productivity: With multimedia call redirection, agents experience an enhanced, like-local call experience, helping reduce interruptions and allowing them to better focus on delivering quality customer service.
- Resource optimization: Multimedia call redirection offloads multimedia processing from the Azure Virtual Desktop session host or Windows 365 Cloud PC to the physical endpoint, helping to reduce the computational load on the underlying virtual machine by bypassing the remote session and helping improve audio quality and reduce latency. This can also help optimize resource usage in the cloud, especially for organizations that are scaling their virtual desktop environments.
- Seamless integration with Windows App: Multimedia call redirection works effortlessly with Windows App, a unified platform that connects users to Windows desktops and apps from Azure Virtual Desktop, Windows 365, and other Microsoft services.
- Enhanced flexibility for remote and hybrid workforces: Multimedia call redirection can help support remote and hybrid teams with reliable, high-quality communication tools. Agents can use Genesys Cloud or Five9 on Azure Virtual Desktop or Windows 365 from any supported device, helping promote consistent performance regardless of location.
Getting started
To take advantage of multimedia call redirection, ensure your environment meets the following requirements:
- Multimedia call redirection host version: Use version 1.0.2507.21006 or higher (download the MSI installer ). This is already included in the Windows gallery image for Windows 365.
- Browser support: Install the latest version of Microsoft Edge or Google Chrome on your session hosts.
- Setup guide: Follow the detailed instructions in the Microsoft documentation to configure multimedia call redirection for Azure Virtual Desktop or Windows 365.
- Refer to the following links for all necessary configuration details:
o Genesys Cloud documentation and blog
o Five9 documentation and blog
Certify your CCaaS solution for multimedia call redirection
Are you a CCaaS provider or developer looking to certify your WebRTC-based calling app for multimedia call redirection?
Multimedia call redirection provides a versatile solution compatible with most calling apps. You can start testing your app’s compatibility by following these validation steps.
Contact us to officially list your app as supported or reach out to Microsoft Support for any compatibility issues.
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