For multimedia redirection to work correctly, the following configuration steps must be completed. These steps are related to the Azure environment, the Sprinklr platform, and network-level configuration.

This article outlines how to enable and verify Azure Multimedia Redirection within Sprinklr’s contact-center platform.

Products Supported

• Azure Virtual Desktop

• Windows 365

• Microsoft Dev Box

Follow the steps in the order listed.

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Azure Environment Configuration (For Azure Implementation Teams)

1. Prerequisites

Before you enable multimedia redirection, ensure that your environment meets the following requirements.

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On the virtual desktop

You must have:

• Local administrator privileges to install and update the Remote Desktop Multimedia Redirection Service.

• The latest version of Microsoft Edge or Google Chrome installed.

• Microsoft Visual C++ Redistributable 2015–2022, version 14.32.31332.0 or later installed on both:

  • the virtual desktop

  • the agent’s local Windows device
    (Download available from Microsoft’s official Redistributable page.)

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If using Microsoft Intune

You need:

• A Microsoft Entra ID account with the Policy and Profile Manager built‑in role.

• A device group containing the machines you want to configure.

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If using Group Policy

You need:

• A domain account with permission to create or edit Group Policy Objects.

• A security group or organizational unit (OU) that includes the targeted devices.

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Supported client applications

Agents must connect to the virtual desktop using one of the following apps:

• Windows App for Windows, version 2.0.297.0 or later

• Remote Desktop app for Windows, version 1.2.5709 or later

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The agent’s local device must also meet standard Windows hardware requirements for real‑time communication apps.

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2. Install Multimedia Redirection on Virtual Desktops

You need to install:

1. Remote Desktop Multimedia Redirection Service

2. Browser extension for Microsoft Edge or Google Chrome

Both components are included in a single .msi installer

Installation steps

1. Download the Azure Multimedia Redirection installer.

2. Close all browser windows, and confirm in Task Manager that no msedge.exe or chrome.exe processes are running.

3. Install the .msi file using one of the following methods:

Manual installation

• Run the downloaded installer.

• Follow the setup wizard.

• Select Finish when the installation completes.

Silent installation (Intune or enterprise deployment tools)

Use the following command with Intune or your enterprise deployment tool as an administrator from Command Prompt.

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msiexec /i <path to the MSI file> /qn

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Version Management

• The Remote Desktop Multimedia Redirection Service does not update automatically.

  • Install new versions manually when available.

  • The installer automatically replaces the previous version.

• The browser extension updates automatically.

For information about the latest version, see What's new in multimedia redirection.

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Extension Management and Configuration

By default, users are prompted to enable the extension the first time they open their browser.

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For centralized management, use Microsoft’s recommended methods for managing browser extensions. To configure settings specific to call redirection, refer to Microsoft’s list of common policy parameters.

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Network Requirements for Enabling Multimedia Redirection (For Network Implementation Teams)

To support multimedia redirection, the agent’s local machine must have access to all WebRTC traffic, including:

• STUN servers

• TURN servers

• Provider media servers

If you need fallback behavior or want call handling to continue when redirection is unavailable, allow the same connectivity from the virtual desktop as well.

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Common issue

After multimedia redirection is enabled, WebRTC traffic originates from the local machine, not the virtual desktop. If the local network blocks STUN, TURN, or media endpoints, agents may experience call connection issues.

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Additional notes

• If you previously used Sprinklr inside a VDI without redirection, ensure that all WebRTC firewall rules now apply to the local network.

• Signaling traffic to Sprinklr continues to originate from the virtual desktop—no changes required.

• Only media traffic transitions to the agent’s local device.

Verify the Setup

Use the following checks to confirm that multimedia redirection is active.

1. Check the Multimedia Redirection Extension

With Sprinklr open:

• Select the Microsoft Multimedia Redirection extension icon in the browser toolbar.

• The icon displays a blue border and shows “The extension is loaded.”

• Call Redirection displays a green check mark.

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2. Verify During a Call

Start a call in Sprinklr and confirm that the extension icon indicates active multimedia redirection.

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3. Verify Using Wireshark

On the local machine, confirm that RTP (Real-time Transport Protocol) audio packets flow directly between:

• the agent’s local device

• the provider’s media servers

Traffic should not pass through the virtual desktop.

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4. Check WebRTC Internals

In the browser’s webrtc-internals page during a call:

• No peer connections should appear between Sprinklr’s domain and media servers.

• Only local-device peer connections should be visible if offloading is working correctly

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