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VidyoEngage: About Version 18.4.1


VidyoEngage offers advanced end-to-end workflows and high-impact video experiences for your agents and customers, resulting in increased customer advocacy and quicker resolutions to problems and tasks. With the release of VidyoEngage version 18.4.1, Vidyo has focused on resolving issues and implementing features to improve usability and performance. 

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 for Android™ and iOS Devices
    • If you speak French, you can now enjoy viewing the VidyoEngage application in the French language on your Android or iOS device (as long as French is selected as the OS language of the device). More languages will be supported in future releases.
  • Tenant Admin UI Enhancements for Managing Profiles
    • New Schedule Landing Page  
      • Vidyo now offers two new Schedule Landing pages that can display on either Android or iOS devices when you configure this in the "Schedule Page Layout" field on the Agent Profile page. The two Schedule Page Layouts are: 1.) Default 1 or 2.) Option 1 with applicable URL "Schedule_Call_Client".
    • Attachment File Name
      • You can now use the Agent Profile page to easily and quickly customize the file names of email attachments, as well as the subjects and bodies of your emails.
  • Agent Client Usability Enhancements
    • VidyoEngage now supports hyphenated surnames. Therefore, if any of your customers have hyphenated names (such as Lloyd-Atkinson), you no longer need to be concerned about how to properly enter them.
    • Using the Schedule tab, you can now invite specific agents only, invite only agents with specific skills, or invite both specific agents and agents with specific skills.



The following table defines the compatibility between VidyoEngage version 18.4.1 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 18.4.1.


Resolved Issues

The following table lists the resolved issues in VidyoEngage version 18.4.1:

VidyoEngage Version 18.4.1 - Resolved Issues
Key Summary
VEE-1468 All of the blacklisted apps entered in the VidyoEngage Agent UI will now display in the Share list; instead of only the first blacklisted app entered in the list.
VEE-1467 All of the whitelisted apps entered in the VidyoEngage Agent UI will now display in the Share list; instead of only the first whitelisted app entered in the list.
VEE-1465 In the VidyoEngage Agent UI, if the same application is listed in the whitelist and blacklist fields; the blacklist now will correctly override the whitelist application.
VEE-1457 Vidyo fixed an issue so now when a user tries to log in without a username; the the system will then display a 401 unauthorized error page, and indicate to the user that a username is required.
VEE-1434 In the agent application, references to "VEX" and "VidyoEngage Express" are now updated to "VidyoEngage".  Also, all references to "VidyoEngage Express Agent" were updated to "VidyoEngage Agent".
VEE-1430 When clicking the "Adhoc call URL" button, from the page, a link will now generate containing the appropriate connection parameters.


When logged in as the Tenant Admin, the Audit log now renders valid data in the log view.
VEE-1427 When joining conferences the WebRTC Browser users will now see the same behavior as IE (Plugin) or Mobile clients and not 5 seconds after the countdown ends.
VEE-1422 The WebRTC client now works when using the latest versions of Chrome (72) and Firefox (65).
VEE-1395 Vidyo centrally aligned the calendar in the Scheduled Tab for easier viewing. In the Schedule Meeting tab there are improved helpful hints under the Customer Name and Message: "Please enter customer name" and "Please enter custom message".
VEE-1394 The VidyoWeb Plugin installation button is now available for access/use even if the Terms and Conditions are disabled.
VEE-1367 In the Tenant UI in the Terms and Conditions the French symbols (e.g., éèê), now display correctly, rather than as '?'
VEE-1364 The title of the Permission pop-up now displays correctly in the French language.
VEE-1360 In the VidyoEngage iOS About Us page; the copyright now displays correctly as 2019.
VEE-1353 Users can now share a desktop screen using Chrome version 71.
VEE-1352 The extra prompt was removed so now agents can launch VidyoConnect immediately upon clicking the Accept Call button.
VEE-1348 The calendar months are now listed correctly for French and English.
VEE-1343 The Agent Profile page now supports the French language for the Notification email subject.
VEE-1342 The UI screen in an Android no longer has wrapped headers when in portrait mode.
VEE-1339 When installing VidyoEngage 18.4 and later to an Android or iOS device set to the French language; the Permission pop up now displays the French language and characters correctly.
VEE-1338 If an agent is not initially available and the user clicks Yes to try again, the call goes correctly to the next available agent rather than getting stuck.
VEE-1337 When taking a snapshot in iOS set to the French language; the permission request pop-up now displays in French.
VEE-1098 Agents will no longer be redirected to the Google Chrome Market to install the extension each time when trying to share.
VEE-994 Users will not be able to generate an ad-hoc link with Safari® version 12 as this version is not supported.


Known Issue

The following table lists the known issue in VidyoEngage version 18.4.1.

VidyoEngage Version 18.4.1 - 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 versions 9.0.0 and later (not including version 12 and later), 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 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.



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