Introduction

In enterprise environments where strict compliance policies govern the handling of data—including voice communications and associated logs—ensuring that sensitive information remains within controlled infrastructure is essential. Virtual desktop platforms, such as Citrix, are widely adopted for their flexibility and centralized management. However, routing voice traffic through these environments can raise compliance and security concerns.

To address this challenge, Media Offloading through the Citrix Workspace App (CWA) has been introduced. This enables audio to be processed directly on the user’s local machine. This approach helps organizations meet compliance requirements by keeping voice data out of the virtual environment entirely. This solution is also compatible with thin clients, ensuring broad support across different hardware setups.

By enabling local audio processing, this initiative not only enhances data governance and regulatory alignment but also improves call performance and reduces complexity for Citrix-based deployments globally.

Understanding Media Offloading

Media Offloading is a capability that redirects the processing of audio media—such as voice calls—from the virtual desktop environment to the user’s local device. Instead of routing audio through centralized Citrix infrastructure, the Citrix Workspace App (CWA) handles playback and recording directly on the endpoint machine.

This means that voice traffic, including the actual audio and call metadata, stays on the local device and does not traverse the virtual session. Media Offloading is especially beneficial in scenarios where compliance policies restrict the movement of sensitive data or where call quality is impacted by latency introduced in virtual environments.

Prerequisites

Ensure that the following prerequisites are available before enabling this feature. You can contact Sprinklr support if required.

• Install Citrix Workspace App (CWA) on Windows, Mac, or Linux

• Ensure you have admin rights on the machine to modify registry entries.

Enabling the Citrix Workspace for Media Offloading

Perform the following steps to enable the feature.

Step 1: Enable WebRTC

1. Login to Citrix Workspace App. Access your Citrix virtual desktop using your organization's login credentials.

2. Enable WebRTC. Sprinklr uses WebRTC for voice redirection. This must be supported by both your Citrix server and your local device. To enable WebRTC on Windows, perform the following:

   • Press Win + R to open Run window, type regedit, and then press Enter. The Windows Registry Editor opens.

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   • Navigate to the registry key - Computer\HKEY_CURRENT_USER\Software\Citrix\HDXMediaStream

3. Create the following entry. Verify the entry if it is already available.

   • Key Name: MSTeamsRedirectionSupport

   • Key Type: REG_DWORD

   • Key Value: 1 (1 = WebRTC redirection supported, 0 = not supported)

     Note: If this key is missing or set incorrectly, WebRTC offloading will not work. This key is managed by Citrix and may be deleted when the environment is not active.

Step 2: Whitelisting browser to access WebRTC

By default, Citrix only allows approved applications to access the WebRTC redirection service. To enable Sprinklr on your browser, add the browser to Citrix's whitelist.

1. Open Windows Registry.

2. Navigate to this path - Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Citrix\WebSocketService

3. Update the following Registry Key.

   • Key Name: ProcessWhitelist

   • Key Type: MULTISZ (multi-string value)

   • Add the following values. Also, if there are any other browsers that Agent's use, ensure to add those. Sprinklr recommends adding Chrome browser.

     • chrome.exe

     • firefox.exe

     • edge.exe

       

       

4. After updating the Registry Key, either

   • Reboot the VDA or

   • Restart the Citrix WebSocket service: CtxHdxWebSocketService

Step 3: Audio Permissions

To ensure Sprinklr works with audio,

1. In the browser: Click “Allow” when it asks for microphone access.

2. In the Citrix Workspace App,

   • Go to Preferences > Connections

   • Ensure the microphone is turned on

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Enabling Media Redirection in Sprinklr

1. Click the New Tab icon. Open Launchpad. Within the Sprinklr Service tab, click Unified Routing within Route.

   

2. From the left navigation pane, select Agents.

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3. Switch to User Groups from the top left. The list of user groups is displayed.

4. Click on the three dots next to the user group you want to assign voice settings to. Then, select Edit.

5. Navigate to the Voice Settings section.

6. From the Citrix Media Redirection drop-down, select Enable Citrix Media Redirection. By default, Disable Citrix Media Redirection is selected.

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   Note: The Citrix Media Redirection drop-down on the UI is DP controlled.

   To enable this feature in your environment, contact your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.

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