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VidyoEngage: About Version 18.4.0


VidyoEngage™ offers advanced end-to-end workflows and high-impact video experiences for your agents and customers. With this release of VidyoEngage version 18.4.0, Vidyo offers an array of features, making it the perfect solution for improving customer engagement. The new features in this release include:

For more information about these features and to learn more about resolved and known issues for this release, please read more below.

What's New In This Release

    • French Language Support
          • If you speak French, you can now enjoy viewing the VidyoEngage application in the French language. More languages will be supported in future releases.
          • To select a language, log into the VidyoEngage Tenant Admin and select Admin from the Users submenu. Then, select the language from the Language field.

      If at any time you would like to switch to a different language, you can simply click the  language you want to switch to in the footer of the VidyoEngage application.


      All of the static content in the user interface will be translated; however, any dynamic content such as the Terms and Conditions will not be translated.


    • Branded and Shortened Email Notifications (Meeting Links) for Scheduled Meetings
      • As an agent, you no longer need to utilize third-party messaging tools to copy and paste a long URL as a meeting link to your customers. Instead, you can now create a scheduled meeting in a browser that sends a shortened branded URL (email invite) via a new VidyoEngage API. The URL link displays as a token which is easier to select and access especially when using a mobile device. You can enable this feature via a new VidyoEngage API.
        • When the URL is company-branded, it is retrieved from the VidyoEngage Server URL, Tenant ID, and the API key from js/setting.js file. The scheduleToken should be used from the shortened URL (Example format:[customername]/interaction/schedule.html?[scheduleToken]).
    • Tenant Admin UI Enhancements for Managing Profiles
      • Blacklist/Whitelist on Sharing
        • Vidyo now offers agents the capability and flexibility to control what applications are shared. Agents can now blacklist applications (block them from being shared) or whitelist applications (approve them for sharing). For example, for privacy reasons, financial institutions and their agents might want to prevent customers from seeing in-house built applications and data (blacklisting); however, they may permit the sharing of some browser-based applications (whitelisting).
          • The blacklist/whitelist feature is supported by VidyoEnagage clients that use the VidyoWeb Plugin (such as Internet Explorer, but not WebRTC).
          • This feature is only available for agents since financial institutions do not have control over customer browser types.
          • To blacklist or whitelist applications, enter the applications you want to block from sharing in the “Blacklist substring” and enter the applications you approve for sharing in the “Whitelist substring” field on the Tenant Admin UI Agent Profile page. The whitelist and blacklist substring values must be line separated and are case sensitive.


The features shown on the Agent Profile page above which are indicated with an asterisk * will not be available until VidyoEngage version 18.5.0. for version 18.4 are indicated with an asterisk *. These features will be available in VidyoEngage client version, 18.5.0.

    • Customizing Email Notifications
      • You can now use the Tenant Admin UI Agent Profile page to easily and quickly customize your email notifications in a number of different ways.
      • For example, you can have a copy of the email notification sent to yourself, customize the email subject or body, or attach the Terms of Service.]
  • API-Token and Tenant ID
    • In order to access the VidyoEngage APIs, customers need the API-Token and Tenant ID which are located in the API-Tokens Settings page.
    • To ensure stabilization of the client, the API-token is now read-only and the Tenant ID is now exposed on the Web UI.
  • Security Updates
    • During this maintenance window, VIdyo will implement some enhancements to improve VidyoEngage performance, reliability, Vidyo improved the stability and security of Apache Tomcat® by addressing applicable write permissions.



The following table defines the compatibility between VidyoEngage version 18.4.0 and customer and Agent platforms.


Platforms for Customers Platforms for Agents


  • Windows 7 32-bit and 64-bit
  • Windows 10 32-bit and 64-bit
  • Chrome™ version 48 and later
  • Firefox® version 38.7.0 ESR, and earlier than version 52
  • Internet Explorer® 11
  • Chrome version 48 and later
  • Firefox version 38.7.0 ESR, and earlier than version 52
  • Internet Explorer 11

Mac® OS X

  • Mac OS X 10.8 -10.12.1
  • Chrome version 48 and later
  • Firefox version 38.7.0 ESR, and earlier than version 52
  • Safari® version between 9.0.3 and 12 (not including 12)
  • Chrome version 48 and later
  • Firefox version 38.7.0 ESR, and earlier than version 52
  • Safari version between 9.0.3 and 12 (not including 12)
  • iOS 8.4.1 and later
  • Android 5.0 and later



Resolved and Known Issues

This following tables list the resolved and known issues in VidyoEngage version 18.4.0.


Resolved Issues

The following table lists the resolved issues in VidyoEngage version 18.4.0:

VidyoEngage Version 18.4.0 - Resolved Issues
Key Summary
VEE-1230 When an agent is in a call with a customer and the customer starts sharing a window; the agent will no longer see the share of the customer when the agent puts the call on hold (clicks the "Hold call" option).
VEE-1225 When a customer is put on hold when using either Internet Explorer or Safari, the promotional video is now available on the wait screen instead of displaying a black screen.
VEE-1213 When an agent creates a schedule link and sends to 2 different customers the call will not end if one of the customers selects "End Call" or if the agent selects "Hold call".
VEE-1198 When agents log into the Agent UI via Internet Explorer and a customer joins via an ad-hoc link and clicks on the drop down list to "Share", the "Confirm Share" window now displays correctly rather than stretched out across the width of the screen.
VEE-1102 When a scheduled link is sent to an customer's Android device; the application will close correctly without any errors or crashes when the customer ends the call by clicking the "Leave app" button.
VEE-1000 The streaming video will now play when a customer is on hold.
VEE-999 When a customer is on hold the correct screen layout will display.
VEE-818 The audit log now includes interaction-related activities, including when interaction notes are added.
VEE-809 If an Agent users SAML authentication, the audit log now uses the Agent’s SAML identity.
VEE-801 The UI now behaves properly when a user presses Enter to finish Skill creation.
VEE-798 The audit log for the Routing tab now captures the proper information.
VEE-790 The Agent’s full-screen button now works as expected.


Tags that use special symbols can now be edited and deleted, and no longer cause errors to occur.
VEE-785 When a user ends a call on the web app, it no longer causes the call to end for the second (invited) user and the Agent.
VEE-773 The Add Tag window now properly closes after the user clicks the Cancel button.
VEE-771 An erroneous error message no longer appears when a user presses Enter to finish creating a Tag.
VEE-768 The “Download on GooglePlay/Apple Store” option is no longer missing from some portal pages.
The VidyoEngage app no longer continues to display “Call on hold” if the Agent ends the call while it is on hold.
VEE-674  Certain cases where users received an error when trying to send a survey no longer occur.
VEE-461  The VIVEKANANDA_OK error no longer occurs with the StartRecording API.


Known Issue

The following table lists the known issue in VidyoEngage version 18.4.0.

VidyoEngage Version 18.4.0 - Known Issues
Key Summary
VEE-1261 If the network connection is lost while participants are in a call using the Kiosk application, when the network connection is restored, the participants automatically rejoin the conference without having to manually indicate that they want to do so.
VEE-1248 During an ad-hoc web interaction, if the customer doesn't select a skill and tries to continue by pressing the > button, the arrows disappear and the customer is not able to proceed to the call.
VEE-1247 If the network connection is lost while a user is on the wait screen in the Kiosk application, the user continues to hear the advertisement video but cannot see it because the gray "The Internet connection is lost" screen appears.

When starting a VidyoEngage call in Safari, the system sound volume on a Mac progressively lowers. If the call is ended successfully, then the system sound returns back to an initial normal value. If the VidyoEngage call window is closed without ending the call, then the sound volume remains low until you reboot your machine. Moreover, after closing the ongoing VidyoEngage call window, the system is unable to start the next call until you reboot your machine.

If more than one background image has been uploaded via the Tenant UI Background Image page, the background image that appears on the pre-call screens may change.
VEE-1010 If a background image has been uploaded via the Tenant UI Background Image page but the "Show background image" option has been disabled on the Profile > Customer page, the background image may still display on the web client app.

If an admin adds or edits the Terms and Conditions via the Tenant UI Add Terms and Conditions page and then presses "Enter" on their keyboard to save the changes, the Terms and Conditions do not display correctly.


Customer-facing browser client: On Windows 8 and later, in certain scenarios when a user shares an application, other applications running on that user’s machine may also be shared into the conference. Due to this privacy concern, we have limited sharing on Windows 8 and later. On Windows versions earlier than Windows 8 and on Mac OS X, this issue does not exist, therefore application sharing is still available.

Agent-facing browser client: As this is a controlled environment, sharing on Windows 8 and later can be enabled/disabled on a per Tenant basis.


For the Web Client; sharing does not work on Internet Explorer 11.



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