For media offloading to work correctly, the following configuration steps must be completed. These steps are related to the Citrix environment, the Sprinklr platform, and network-level configuration.

This article outlines how to enable and verify Citrix Media Offloading within Sprinklr’s contact-center platform.

Follow the order listed for detailed instructions.

1. Citrix Environment Configuration (For Citrix Implementation Team)

2. Sprinklr Platform Configuration (For Sprinklr Implementation Team)

3. Network Consideration for Enabling Media Offloading (For Network Implementation Team)

4. Setup Checklist

5. Verifying the Setup

Citrix Environment Configuration (For Citrix Implementation Team)

1. Verify version requirements for Citrix components. Refer to Versioning of Citrix Components for more information.

2. Verify whether or not Microsoft Teams redirection policy is enabled. On the Citrix side, ensure that the Microsoft Teams redirection policy is enabled to allow the application to run in optimized mode; see the Multimedia Policy Settings documentation for details. Note that this policy is ON by default.

3. On the VDA (Virtual Desktop)

   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 for whitelisting Chrome and Edge browsers. Sprinklr recommends using Chrome for optimal voice performance.

      • chrome.exe

      • msedge.exe

   4. Once the above registry is configured successfully, reboot the VDA or restart CtxHdxWebSocketService to finish the Whitelist setup.

   

   

   On the Client (Agent's machine), no configuration is needed. Just install the correct version of Citrix Workspace app.

Sprinklr Platform Configurations (For Sprinklr Implementation Team)

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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Network Considerations (For Network Implementation Team)

Ports used by Sprinklr

All WebRTC-related connectivity, including connectivity to STUN (Session Traversal Utilities for NAT) and TURN (Traversal Using Relays around NAT) servers and provider media servers, must be allowed from the agent’s local machine. In addition, if you plan to use the non-optimized path or want agents to continue taking calls when media offloading is unavailable, the same connectivity must also be allowed from within the virtual desktop environment.

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A common issue observed when customers enable media offloading is call connectivity problems. This typically occurs because, once media offloading is enabled, the second WebRTC peer is no longer the virtual machine but the agent’s local machine itself. As a result, the agent’s local network becomes directly involved in media connectivity, and its network requirements must be taken into consideration.

Therefore, if you were previously using Sprinklr in a Citrix environment without offloading, it is important to ensure that all WebRTC-related firewall rules, specifically connectivity to STUN and TURN servers, provider media servers, and ICE candidate discovery, are also permitted from the agent’s local network.

It is also important to note that connectivity to signaling servers and the Sprinklr backend continues to originate from Sprinklr UI within the virtual machine and does not require any changes. Only WebRTC-related connectivity needs to be considered from the agent’s local network.

Agents are strongly recommended to run troubleshooting when enabling this feature for the first time.

Ports used by Citrix

Ensure the following ports are open on the Citrix machine. These are standard ports used by Citrix’s proprietary ICA/HDX protocol and are typically part of a standard Citrix environment setup.

For more information on communication ports used by Citrix refer to this article: Communication Ports used by Citrix Technologies.

Setup Checklist

Run the following checklist, in the order listed, to confirm that all setup steps have been completed correctly.

If you still encounter any issues, download the checklist table and complete the requested details in the third column, and share it with Sprinklr support for further assistance.

Verifying the Setup

The following are the ways to confirm if the media has been offloaded.
If milestones 1 and 2 are successfully completed, it indicates that media is being offloaded; however, you can perform the following checks if you want additional confirmation:

1. Use Wireshark to confirm that audio RTP packets are being routed directly from the agent’s local machine to the provider media server IPs.

2. Check browser’s webrtc-internals when a call is happening. If media offloading is working, there should be no active peer connections from Sprinklr’s domain to media servers.

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Related Articles

• Citrix Media Redirection for Voice Calls

• Supported Citrix Version for Voice Media Offloading