We are running Chrome version 122 on Windows 10 Enterprise build 21H2. After enabling the new Screen Sharing feature in Genesys Cloud Web Client, local screen recording fails to capture audio from other applications. Console shows MediaStream error Failed to get system audio track. Disabling all extensions does not resolve this issue. Checking chrome://webrtc-internals shows only microphone tracks available. Error log indicates permission denied during stream initialization.
Browser policies restrict access to system audio streams via MediaStream API for security reasons. For compliance archives requiring full session audio including application sounds, standard WebRTC softphone capture may not be sufficient. Check the Recording Service documentation regarding external recording devices or dedicated SIP trunks instead of relying on client-side screen sharing extensions. Regulatory requirements often dictate separate hardware solutions for audit trails.
Reviewed the latest Genesys Cloud Web SDK version 10.5.0 release notes. Audio context initialization fails when multiple audio input devices are active simultaneously. Verified similar behavior reported on GitHub under issue #4892. Suggest verifying device capabilities via GET /api/v2/recordings/devices before initiating capture. Ensure mediaOptions object passed during device selection is valid. Example JSON payload: {“mediaOptions”: {“audioInput”: “device_id”}}.
Testing conversational flows while screen sharing causes intermittent state changes. When WebRTC capture drops, the conversation state machine resets unexpectedly. Checking NLU intents shows intent recognition stops during these disconnects. Similar permission issues observed when testing slot filling logic with background noise. Integration tests fail consistently in staging environments under high load conditions.