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VidyoEngage for Genesys: About Version 18.1.0


What's New in this Release

This release package contains the Vidyo plugin along with the tested WDE versions 8.5.111.xx and 8.5.117.xx. The installation package files for the WDE plugin binaries are split into two zip files in the WorkspaceDesktopEdition folder, which are as follows: 

  •, supports WDE 8.5.111.xx
  •, supports WDE 8.5.117.xx

The zip file naming convention has changed since the last release to the following: WorkspacePlug-in_Vidyo_<version-plugin>-<version-wde>_<release-date>.zip.

Here's what's new in this release: 

  • Snapshot Feature
    • Agents can use the new “Take Snapshot” button to take snapshots of the customer’s video or shared application. For example, agents may want to take a snapshot of a customer’s driver’s license, insurance card, or signed mortgage document.
      • Agents can change the snapshot view layout and take snapshots automatically.
      • After taking the snapshot, agents see a preview of it so they can decide if they want to keep it or take a new snapshot. Once the agent has a final version of the snapshot, they can save it.
      • Administrators can configure parameters to enable or disable the snapshot feature on a per-agent basis, save the snapshots as JPG or PNG files, and specify where the snapshot files should be stored.

  • Support for TLS
    • VidyoEngage for Genesys now supports TLS connectivity between the Vidyo Server component and the Genesys Configuration Server and Interaction Server.
    • The Vidyo Server now uses the Genesys 8.5.3 PSDK API. This update includes the following enhancements:
      • Removal of deprecated methods from the previous API.
      • Introduction of the Warm Standby application block.
      • Updates to the application templates.
    • Vidyo Server keystore passwords are now encrypted.
      • The Vidyo Server accepts startup parameters stored in

  • Resolved Issues
    • In this release, we’ve resolved a number of issues for enhanced system stability and usability. 

Deployment Package Contents

The deployment package contents include the following: 

FILE CHANGED FROM LAST RELEASE Yes No change from Yes Yes Yes No change from No change from


Resolved and Known Issues

Resolved Issue

The following table lists the resolved issue in VidyoEngage for Genesys version


VidyoEngage for Genesys Version - Resolved Issue
Key Summary

The Genesys Workspace no longer crashes if an agent clicks the Done button (Ctrl+E) in the Workspace while the Vidyo call is initializing. Instead, the video session now ends and the Workspace is ready for the next request.


In a Chat-to-Vidyo interaction that has been escalated to Vidyo, if the call is stopped in the WDE application, and “Escalate to Video” is clicked on the customer side, the video no longer stops working.


In a Voice-to-Vidyo call, if an expert is invited to the call and the expert clicks on the Vidyo button, the “No video connection” message no longer appears. Instead, the expert now successfully joins the video call.


The Vidyo session is now properly stopped and all call data is deleted if the Done button (Ctrl+E) is clicked in the WDE application while the Vidyo call is initializing.


The WDE UI no longer freezes on startup when the portal is not available.


The Vidyo section is no longer in the InteractionWorkspace.exe.config file, the release package contains a new VidyoClientDLL.dll.config file, and the Workspace is reading this file to get the SOAP interface binding.


Known Issue

The following table lists the known issues in VidyoEngage for Genesys version

VidyoEngage for Genesys Version - Known Issue
Key Summary
 GEN-110 The Invite Expert button does not function for Chat-to-Vidyo and Voice-to-Vidyo escalations once the voice or chat interaction is ended. The agent can invite an expert using the Invite Expert button only while the parent interaction is active.



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