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VidyoEngage: Releases


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. 

This article describes the new features and resolved issues for each of the VidyoEngage™ releases since 2019. 

Additionally, this article includes topics on the following: Compatibility and Known Issues.

2020 Releases

VidyoEngage: About Version 19.1.3

With the release of VidyoEngage version 19.1.3, Vidyo has focused on resolving issues customers experienced when using VidyoEngage ™ for WebRTC while using Google Chrome™ version 85 or Firefox® version 78 and later. 

What's New In This Release

  • Resolved Issues
    • Enghouse Vidyo corrected browser issues for customers using Google Chrome version 85 or Firefox version 78 and later. Customers previously had issues using these browser versions which caused issues when logging in to the application and joining calls, staying connected after you join a call, and timeout errors.
    • For more information, refer to the alert article: SOLVED: Compatibility Issues with VidyoEngage Version 19.x and Prior
  • Known Issues
    • For details about the known issues, see the Known Issues section later in this article. 


VidyoEngage: About Version 19.1.0 

With the release of VidyoEngage version 19.1.0, Vidyo has focused on resolving issues and implementing features to improve usability and performance.

What's New In This Release

  • Custom Webview Container
    • The webview container feature allows you to customize interface elements in the Agent Profile page such as icons, buttons, and fields in the agent dashboard. This feature also allows the agent to send destination website/URLs for ready-to-use DocuSign® and Adobe Sign® co-browsing features.
    • In the Agent Profile page you can customize these interface elements. For example, you can now include custom icons such as DocuSign or Adobe Sign which displays client-side, add a Send button, and a field from which to enter and send a unique URL link.

  • Customize and Send Scheduled Call URLs Via SMS/Text Messages
    • From the Agent Profile page you can customize an SMS message from the local or backend server. This allows an agent using VidyoConnect or VidyoEngage on any supported desktop/mobile device (e.g., Samsung SM-T819 tablets) to enter a mobile phone number in the dashboard to send an SMS text to a customer's phone with a message and the scheduled meeting URL link.
  • Multiple Participants Can Join a Call with the Same Scheduled Meeting Link
    • You can now quickly and easily invite multiple parties (spouses, partners, kinship, team members, etc.) to the same meeting by using one scheduled meeting URL link.
  • VidyoReplay Recording Updates
    • Room names are now created with the InteractionID making it simple to locate VidyoReplay recordings in the interaction report.
  • Security Fixes
    • Minor updates were made to decrease vulnerabilities and improve security.


Resolved Issues

The following table lists the resolved issues in VidyoEngage version 19.1.0:

VidyoEngage Version 19.1.0 - Resolved Issues
Key Summary
VEE-1595 Users can edit and save changes to a Tenant from the Routing tab which previously set the Routing Policy incorrectly to NULL and caused inability to create calls.
VEE-1585 Vidyo fixed an issue when the camera is muted, users can successfully join a conference on the first attempt.
VEE-1575 When using VidyoEngage iOS, Vidyo resolved an issue so that users can switch to devise OS as simplified Chinese and no longer receive 404 errors on the ToS and survey screen.
VEE-1572  Vidyo resolved localization gaps for browser and mobile users by moving corrected text to the localization file for English, French and German and on the Welcome page.
VEE-1541 Default values can now be modified in the agent profile so that it matches properly in the agent UI.
VEE-1539 When sent meeting links to open, mobile and web clients now have a unified experience.
VEE-1530 For mobile customers, Vidyo resolved an issue so that two error messages no longer occur on the Schedule Landing Page when clicking on scheduled links.
VEE-1520 The WebRTC browser client now shows the Customer Name in join.html journey.
VEE-1508 Audit logs now display and reflect changes correctly. 
VEE-1309 As an agent, be able to create a schedule meeting that sends an SMS to the customer via the local email client.
VEE-1017 You can now create a schedule meeting that sends an SMS to the customer via the VidyoEngage back-end server.



VidyoEngage: About Version 18.4.1  

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.


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.




VidyoEngage: About Version 18.4.0  

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.


Resolved Issues

This following tables list the resolved and known 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.




The following table defines the compatibility between VidyoEngage version 19.1.0 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


Known Issues

The following table lists the known issues in VidyoEngage.

VidyoEngage  - Known Issues
Key Summary
VEE-3136 Sometimes when an agent begins a call with a customer and either participant starts sharing content; the tile will appear black with no content; however, the share will be restored in 1-5 minutes. This issue will resolved once resharing. 
VEE-3135 Sometimes during a call if an agent starts a share and then a participant starts the share, the agent will see a black tile if stopping their own content share and instead should see the remote/customer content share. This issue will resolved once resharing.
VEE-1261 Kiosk: 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 Web: 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 Kisok: 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.


Tenant Admin: 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.


Web: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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    Jodi Sergeant

    New release for May 3, 2019.

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