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VidyoEngage: Product Bulletins

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This article includes the Product Bulletins for the VidyoEngage releases since VidyoEngage version 18.3.0.

 

VidyoEngage Version 19.1.0: General Availability Release

 

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Action Required for VidyoEngage Admins Upgrading to Version 19.1.0

In Brief

With this release of VidyoEngage version 19.1.0, Vidyo implemented new features and resolved issues, which will be Generally Available and deployed to cloud customers on May 3, 2019.

Actions

If you are an Admin upgrading to version 19.1.0, please inform your Agents about the new features and upcoming maintenance. Read the summary below, or for more details click the following links:

When?

You will experience a service interruption during this time period.

  • Maintenance Start: Saturday, May 3rd, 10:00 p.m. UTC (6:00 p.m. EST)
  • Maintenance End: Saturday, May 3rd, 10:30 p.m. UTC (6:30 p.m. EST)

Now Introducing!

Agent/Client Usability Enhancements

  • Customizable icons and buttons to send unique URL links from the agent dashboard are now supported within the Custom Webview Container.
  • Scheduled call URLs are now supported via SMS/text message.
  • Multiple participants can now join a call with the same scheduled meeting link.
  • Call recordings are easier to locate in the interaction report.
  • To learn more, click VidyoEngage: Releases.

We hope you enjoy using this version of VidyoEngage!

The Vidyo Product Team

Phone   (866)-99-Vidyo (998-4396) #3 or +1-(201)-289-8597 #3
Email    support@vidyocloud.com

You have received this mandatory email service announcement to update you about important changes to your Vidyo products, services, subscriptions, or account. The contents of this Product Bulletin do not in any way modify the terms of the agreement(s) under which this product is provided.
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VidyoEngage Version 18.4.1: General Availability Release

 

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Vidyo Is Pleased to Announce VidyoEngage Version 18.4.1 General Availability and Maintenance Notification for February 22, 2019

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  focused on resolving issues and implementing features to improve usability and performance. For more information, continue reading below. 

Additionally, Vidyo will be performing maintenance on the VidyoEngage service as well as upgrading VidyoEngage to version 18.4.1 on  February 22, 2019. 

When Is the Maintenance?

Our team will be performing maintenance and upgrading to VidyoEngage version 18.4.1 during the following time:

  • Maintenance Start: Friday, February 22nd, 11:00 p.m. UTC (6:00 p.m. EST)
  • Maintenance End: Friday, February 22nd, 11:15 p.m. UTC (6:15 p.m. EST)

You will experience a service interruption during this time period. 

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 Usability Enhancements for Managing Profiles

  • New Schedule Landing Pages for Android and iOS
    • 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 Customization
    • 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. 

Want More Info?

If you'd like to get additional details about this release and the known and resolved issues, refer to the VidyoEngage: About Version 18.4.1 article on the Vidyo Help Center.

What's Next?

Vidyo will upgrade your VidyoEngage cloud instance  on February 22, 2019 and you will experience a 15-minute service interruption during the maintenance window.  Please share this upgrade information with your users and direct them to the Using VidyoEngage Tenant Admin section of the Vidyo Help Center to learn more.

If you need help or have questions, please feel free to do one of the following:

  • Vidyo Resellers and End Users with "Plus" coverage: Please contact the Vidyo Customer Service Team at support@vidyocloud.com.
  • Vidyo End Users without "Plus" coverage: Please contact your authorized Vidyo Reseller.

We hope you enjoy using this version of VidyoEngage!

The Vidyo Product Team

Phone   (866)-99-Vidyo (998-4396) #3 or +1-(201)-289-8597 #3
Email    support@vidyocloud.com

You have received this mandatory email service announcement to update you about important changes to your Vidyo products, services, subscriptions, or account. The contents of this Product Bulletin do not in any way modify the terms of the agreement(s) under which this product is provided.
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433 Hackensack Ave, 7th Floor, Hackensack, NJ 07601. +1 866.99.VIDYO
® Vidyo, Inc. | Privacy Policy | Terms of Use

 

VidyoEngage Version 18.4.0: General Availability Release

 

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Vidyo Is Pleased to Announce VidyoEngage Version 18.4.0 General Availability and Maintenance Notification for December 23, 2018

Vidyo hopes you are enjoying the advanced end-to-end workflows and high-impact video experiences of VidyoEngage.  During the maintenance window that is occurring on December 23, 2018, we will be performing maintenance on the VidyoEngage service as well as upgrading VidyoEngage to version 18.4.0.

As described in detail below, VidyoEngage version 18.4.0 offers an array of new features as well as software and security updates. The new features in this release include French language support, blacklist or whitelist shared applications, customization of email notifications, API-Token and Tenant ID improvements, and branded and shortened email notifications. 

When is the Maintenance?

Our team will be performing maintenance and upgrading to VidyoEngage version 18.4.0 during the following time:

  • Maintenance Start: Sunday, December 23rd, 2:00 a.m. UTC
  • Maintenance End: Saturday, December 23rd, 5:00 a.m. UTC

You will experience a service interruption during this time period.

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.

  • To select a language, log into the VidyoEngage Tenant Admin UI 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. 

Tenant Admin UI Enhancements for Managing Profiles

  • Blacklist/Whitelist on Sharing Applications
    • Vidyo now offers agents the capability and flexibility to control which applications are shared. Agents can 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.
  • 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 Improvements

  • In order to access the VidyoEngage APIs, you need the API-Token and Tenant ID which are located on the Tenant Admin UI 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.

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) to your customers.  The URL link displays as a token, which is easier to select and access especially when using a mobile device.
  • You can obtain this shortened email link when you schedule a meeting from the VidyoEngage Agent Dashboard.
 

Software and Security Updates

During this maintenance window, Vidyo will implement some enhancements to improve VidyoEngage performance, reliability, and scalability, as well system security.
 

Reminder

Sign up for announcements at the Vidyo Status Page by selecting Subscribe in the top right. You can now visit this site anytime to view past and current cloud-related announcements.
 

Want More Info?

If you'd like to get additional details about this release and the known and resolved issues, refer to the VidyoEngage: About Version 18.4.0 article on the Vidyo Help Center.

What's Next?

If you need help or have questions, please feel free to do one of the following:

  • Vidyo Resellers and End Users with "Plus" coverage: Please contact the Vidyo Customer Service Team at support@vidyocloud.com.
  • Vidyo End Users without "Plus" coverage: Please contact your authorized Vidyo Reseller.

We hope you enjoy using this version of VidyoEngage!

The Vidyo Product Team

Phone   (866)-99-Vidyo (998-4396) #3 or +1-(201)-289-8597 #3
Email    support@vidyocloud.com

You have received this mandatory email service announcement to update you about important changes to your Vidyo products, services, subscriptions, or account. The contents of this Product Bulletin do not in any way modify the terms of the agreement(s) under which this product is provided.
Vidyo Logo
Facebook Twitter Linkedin Google
433 Hackensack Ave, 7th Floor, Hackensack, NJ 07601. +1 866.99.VIDYO
® Vidyo, Inc. | Privacy Policy | Terms of Use

 

VidyoEngage Version 18.3.0: General Availability Release

 

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Vidyo Is Pleased to Announce VidyoEngage Version 18.3.0

VidyoEngage is fully equipped with an array of features, making it the perfect solution for improving customer engagement, fostering loyalty, increasing customer advocacy, cutting problem resolution time in half, and avoiding customer churn. The VidyoEngage video channel experience creates the personal touch that keeps customers engaged.


What's New?

Platform Resiliency Enhancements 

  • Support for additional admins and multiple authentication types 
  • More comprehensive audit logs
  • Resolution of the cross scripting (XSS) vulnerability
  • JWT token enforcement per TenantID and role type
  • API-Key use and validation
  • More secure InteractionIDs

Tenant Admin Usability Enhancements 

  • Easier Agent management
  • Better skill set assignment

Agent Client Usability Enhancements 

  • Incoming call pop-up on Agent dashboard 
  • Content sharing confirmation requirement
  • Password reset capability
  • Improved scheduling experience

Customer Client Usability Enhancements

  • Branded customer journey for additional clients who join an ongoing session
  • Unsupported browser message
  • Branded landing pages for adhoc journeys
  • Support for connecting to VidyoEngage for Genesys with an adhoc URL
Additional Verint® RIS Features
  • Support for Verint Remote Integration Server (RIS) failover
  • AgentID or InteractionID inclusion in the SIP 'From' header sent to the Verint RIS 
 
Improved Routing
  • Updated routing algorithm whereby a subset of the selected skills can be matched instead of requiring an exact match
 
API Updates
  • Fully backwards compatible “startrecording” and “startrecording/async” APIs
  • Disabling of unused APIs
 

Reminder

  • Sign up for announcements at the Vidyo Status Page by selecting Subscribe in the top right. You can now visit this site anytime to view past and current product bulletins and cloud-related announcements.
 

Want More Info?

If you'd like to get additional details about this release and the known and resolved issues, refer to the VidyoEngage: About Version 18.3.0 article on the Vidyo Help Center.

What's Next?

If you're a VidyoEngage cloud customer, we've already upgraded your portal for you. Please share this upgrade with your users and direct them to the Using VidyoEngage Tenant Admin section of the Vidyo Help Center to learn more.

If you need help or have questions, please feel free to do one of the following:

  • Vidyo Resellers and End Users with "Plus" coverage: Please contact the Vidyo Customer Service Team at support@vidyocloud.com.
  • Vidyo End Users without "Plus" coverage: Please contact your authorized Vidyo Reseller.

We hope you enjoy using this version of VidyoEngage!

The Vidyo Product Team

Phone   (866)-99-Vidyo (998-4396) #3 or +1-(201)-289-8597 #3
Email    support@vidyocloud.com

You have received this mandatory email service announcement to update you about important changes to your Vidyo products, services, subscriptions, or account. The contents of this Product Bulletin do not in any way modify the terms of the agreement(s) under which this product is provided.
Vidyo Logo
Facebook Twitter Linkedin Google
433 Hackensack Ave, 7th Floor, Hackensack, NJ 07601. +1 866.99.VIDYO
® Vidyo, Inc. | Privacy Policy | Terms of Use
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