SmartVideo Media Helper for Citrix and VDI — Administrator Guide

1. How it works

SmartVideo video runs on the agent's PC, outside the Citrix session, the same way the Genesys WebRTC Media Helper handles voice. Genesys Cloud stays inside Citrix for alerting, accept and wrap-up. The agent opens one SmartVideo page on the PC, signs in once and leaves it open; with one click SmartVideo moves into a small window that stays on top of other windows, including a full-screen Citrix session. When the agent accepts a video interaction in Genesys Cloud, the PC rings and the video opens in that window with the PC's camera and microphone. Nothing is installed on the PC or in Citrix, and no camera or microphone redirection into the virtual desktop is needed.

SmartVideo Media Helper architecture · agent PC, Citrix virtual desktop, cloud platforms, visitor

The Media Helper and the Genesys Cloud window never talk to each other directly. The helper is signed in to Genesys Cloud itself and receives the agent's conversation events over a WebSocket; when the agent accepts a video interaction in Citrix, the helper sees it and joins the video on the VideoEngager platform. That is why the SmartVideo widget inside Genesys Cloud must be turned off for these agents (section 4): with both active, the same call would land twice.

2. Prerequisites

The Media Helper is available on the VideoEngager US region (videome.leadsecure.com). It is for SmartVideo deployments where the call audio is carried in SmartVideo together with the video, which is the standard setup; if your calls carry audio through Genesys Cloud voice, contact VideoEngager support before deploying the helper. Genesys Cloud itself keeps running in the virtual desktop as today.

3. The Media Helper URL

Agents open one URL on the PC. The administrator sets the Genesys Cloud region in the URL so agents never choose it:

https://videome.leadsecure.com/static/assets/integrations/genesysagentmediahelper/index.html?env=<your Genesys Cloud region domain>

Distribute the complete URL (with /index.html and env) to agents as a bookmark or a desktop shortcut, or set it as a start page in the managed browser profile. A URL without env does not work, and the folder URL without index.html returns an error page.

4. Genesys Cloud configuration

The SmartVideo interaction widget inside Genesys Cloud must not be shown to agents who use the Media Helper; otherwise the same video call lands twice, once in the widget inside Citrix, where there is no camera, and once in the helper. Who sees the widget is set by the group filter on the SmartVideo interaction widget integration in Genesys Cloud. If the integration already has a group filter, do not add Media Helper agents to that group, and remove them if they are in it. If it has none, the widget is shown to everyone: add a group filter with a group that contains only the agents who keep using the widget inside Genesys Cloud. Nothing else changes: queues, routing, the SmartVideo integration and the agents' SmartVideo access stay as they are. The Media Helper picks up the interactions Genesys routes to the agent on its own.

If every SmartVideo agent in the org will use the Media Helper, deactivate the interaction widget integration instead.

To verify: an agent who will use the helper logs in to Genesys Cloud inside Citrix and accepts a video interaction. No SmartVideo panel appears in the interaction view; the video opens in the helper on the PC.

5. Browser setup on the agent PC

Four settings on the PC's Chrome or Edge make the helper reliable; the first and the last are recommended rather than required. Each can be set by the agent in the browser UI or pushed by your desktop team as a policy; the policy is the better choice for a managed fleet.

5.1 Allow the Genesys sign-in pop-up (recommended)

The helper opens the Genesys Cloud sign-in in a pop-up window because identity providers do not allow their login page inside a frame. If pop-ups are blocked for the helper's site, the agent sees a Sign in button instead and the pop-up opens when they click it; allowing pop-ups saves that click at every sign-in.

• Agent: Chrome Settings > Privacy and security > Site settings > Pop-ups and redirects > Allowed to send pop-ups, add https://videome.leadsecure.com. Edge: Settings > Cookies and site permissions > Pop-ups and redirects > Allow.
• Policy: PopupsAllowedForUrls = https://videome.leadsecure.com.

5.2 Allow camera and microphone

On first use the browser asks for camera and microphone access for videome.leadsecure.com; the agent clicks Allow. Check Windows Settings > Privacy & security > Camera / Microphone lets desktop apps use them.

• Policy, only if your fleet uses capture allowlists: VideoCaptureAllowedUrls and AudioCaptureAllowedUrls must include https://videome.leadsecure.com.

5.3 Keep the helper tab awake

Chrome and Edge put inactive tabs to sleep to save memory. A sleeping helper loses its connection and the agent misses the next video call. Exempt the site:

• Chrome: Settings > Performance > Memory Saver > Always keep these sites active > Add, enter videome.leadsecure.com.
• Edge: Settings > System and performance > Performance > Always keep these sites active > Add site, enter https://videome.leadsecure.com.
• Policy: TabDiscardingExceptions = videome.leadsecure.com (Chrome); Edge: SleepingTabsBlockedForUrls = https://videome.leadsecure.com.

This guide covers Chrome and Edge; other browsers are not covered.

5.4 Call sound and notifications (optional)

When a call is accepted, the helper rings on the PC speakers for five seconds and, if the browser allows notifications for the site, shows a desktop notification that brings the helper to the front when clicked. Browsers keep both silent until the page has had one click, so the helper shows a yellow button, "Click to enable sound and notifications", until the agent clicks it once at the start of the shift. The same click opens the keep-on-top window. With the policy in place the notification prompt is never shown.

• Policy: NotificationsAllowedForUrls = https://videome.leadsecure.com.

6. Network requirements

The Media Helper needs the same outbound access from the agent PC as the standard SmartVideo agent page, as listed in the SmartVideo Network Requirements document; nothing is required from the Citrix virtual desktop or its network. If your PCs already run the Genesys WebRTC Media Helper, the rules usually exist and only need extending to the VideoEngager hosts.

<region domain> is your Genesys Cloud region, for example mypurecloud.com, mypurecloud.ie, usw2.pure.cloud or use2.us-gov-pure.cloud. A wildcard such as *.mypurecloud.com, which most Genesys Cloud deployments already allow, covers all three. The helper also loads its UI fonts from fonts.googleapis.com and fonts.gstatic.com; blocking them is safe, the page falls back to system fonts.

UDP must reach the TURN servers directly from the PC. If a proxy or secure web gateway intercepts WebSocket traffic to videome.leadsecure.com, add a bypass for that host; inspected WebSockets drop the call signaling. Media is encrypted end to end (DTLS-SRTP) and cannot be inspected.

7. Verification checklist

Run this with one agent before rolling the helper out to the team. Each step has an observable result; stop at the first one that fails and send a screenshot to VideoEngager support (section 9).

• ☐ On the PC, the helper URL loads and the Genesys sign-in opens: a pop-up, or a Sign in button if pop-ups are blocked (sections 3, 5.1). The status bar shows the Genesys region from the URL.
• ☐ After sign-in, the agent clicks the yellow "Click to enable sound and notifications" button once: a short beep plays, SmartVideo moves into a small window that stays on top of other windows, and the status bar reads "Signed in — waiting for calls" (section 5.4).
• ☐ The agent clicks the eye (preview) button on the SmartVideo start page, in the floating window, and sees their own camera and microphone working; the browser shows no blocked-permission icon (section 5.2).
• ☐ Inside Citrix, the agent logs in to Genesys Cloud and goes on queue; the interaction panel shows no SmartVideo widget (section 4).
• ☐ A test video interaction is accepted in Genesys Cloud inside Citrix; within a few seconds the PC rings and the video appears in the floating SmartVideo window, with the visitor's video and the agent's camera.
• ☐ Screen share from the helper works (it captures the PC screen, including the Citrix window).
• ☐ Endpoint access test: with the VDI session in full screen, accept a SmartVideo interaction in Genesys Cloud; the floating SmartVideo window stays visible above the VDI session. Operate its controls (mute, camera, screen share) and return to Genesys Cloud without the call disconnecting. Run this on the actual endpoint configuration, including multi-monitor arrangements (section 2).
• ☐ The agent ends the call in the helper; wrap-up completes in Genesys Cloud as usual.
• ☐ A second call without re-signing in works.
• ☐ Leave the helper tab in the background for 30 minutes, then take a call: it still connects (section 5.3).

8. Hybrid agents and limitations

Hybrid agents. Widget visibility follows the agent, not the machine, so an agent who has been taken out of the widget's group uses the helper page on every machine, including a physical desktop where SmartVideo could run inside Genesys Cloud. That is fine: the helper works on a physical desktop too. Do not put an agent in both setups on the same day.

Known limitations

• The helper must be open and signed in before a video interaction is accepted. If it is not, the agent still accepts in Genesys Cloud but no video window appears and the visitor waits; the agent should decline or transfer, open the helper, and take the next one. There is no automatic fallback into the virtual desktop.
• Two windows: Genesys Cloud in Citrix and the SmartVideo window on the PC. The SmartVideo window stays on top, so it does not need its own monitor; agents drag it once to a corner that does not cover what they need in Citrix. The Genesys Cloud alert is the ring before accept; after accept the PC rings for five seconds and shows a notification (section 5.4).
• Only one helper per agent. A second tab in the same browser is refused with a message; a second browser signed in as the same agent still causes the call to land twice.
• Closing the floating SmartVideo window during a call ends the agent's side of the call (SmartVideo reloads in the tab). Between calls, closing it is harmless: SmartVideo returns to the tab and the "Keep on top" button brings the window back.
• Available on the VideoEngager US region only.

9. Support

For anything in the SmartVideo application or the helper, contact VideoEngager support at support@videoengager.com with the agent email, the time of the call and a screenshot of the helper. We will usually ask you to reproduce once on a PC outside Citrix, which isolates the Citrix layer in a minute. Genesys Cloud routing and agent presence questions go to Genesys as of today.