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Important Notices

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This article includes the Product Bulletins for the VidyoConnect for Desktop releases since VidyoConnect for Desktop version 18.1.0.


2020 Important Notices

 

Contact Us

 

 

 

Get the Answers You Need at the Vidyo Help Center or by Contacting Support at a Location Near You  

Need Help?

Visit our Vidyo Help Center! 

The Vidyo Help Center provides you—the administrator—and your users with access to support tools and a comprehensive knowledge base where you can get the answers you need quickly and easily.

  • The self-service Help Center is available 24/7 and offers an extensive library filled with 900+ detailed articles.
  • Along with the articles, the Help Center offers other features, such as those listed in the following table. To access these special features, you must be a registered user and you must sign in.
Feature
Location on the Vidyo Help Center
Follow articles
and get
announcements

Click the blue Follow button in any Help Center section or article for updates about the products you're interested in. For example:

  • Follow the various sections under "News & Alerts" to get notified whenever we publish a Product Bulletin or post an important notice or announcement that may require your attention.   
  • Follow the "Release Notes" section for your products to get notified about each release, what the new features are, and what issues we've resolved.
Submit a ticket Click the green Submit a Ticket button at the top of the Help Center main page, and then use our friendly wizards and content suggestions to enter your ticket and promptly get back to business.(Note: Feature only available for Latin America, North America, and parts of Asia)
Get downloads Click Downloads on the Help Center main page to access software packages for both infrastructure components and clients.  
Subscribe to Cloud Updates Click here and then click the blue Subscribe to Updates button in the upper-right corner of the page to receive maintenance reminders, incident updates, and General Availability (GA) notifications.  

 

Contact Support at a Location Near You

As always, the Support Team at Enghouse Vidyo provides support and service around the world.

  • In the past, you may have contacted our North America office whenever you needed help, but from now on, you can reach out by phone or email to a Support location near you to quickly get the service you need in your local language.
  • If you don't see your country listed below or you're not sure who to contact, please reach out to support@vidyocloud.com for assistance.
Location Countries Supported Contact Information
Asia-Pacific (APAC) Australia, Fiji, French Polynesia, New Zealand, Philippines, Republic of Korea, and Singapore

Email: VidyoAPACSupport@enghouse.com

Phone: 1300 932266 (Australia)
Phone: 0800 932266 (New Zealand)

NOTE: All countries listed for APAC may contact the above phone numbers.

Central Europe (CE) Albania, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Germany, Greece, Hungary, Luxembourg, Netherlands, Poland, Serbia, Slovakia, Switzerland, and Ukraine

Email: CE.support@enghouse.com

Web: https://mysupport.enghouse.com 

Phone: +49 811 88998 110

Europe, Middle East, and Africa (EMEA) France, Ireland, Israel, Italy, Lebanon, Malta, Pakistan, Qatar, Saudi Arabia, Sri Lanka, Turkey, United Arab Emirates, and the United Kingdom 

Email: uksupport@enghouse.com

Phone: +44 (0)870 220 2205 or
+44 (0)118 972 8400

Latin America, North America, and parts of Asia Andorra, Argentina, Bermuda, Brazil, Cameroon, Canada, Chile, China, Colombia, Ecuador, El Salvador, Ghana, Hong Kong (SAR), India, Indonesia, Japan, Mexico, Nigeria, Panama, Paraguay, Peru, Portugal, Senegal, South Africa, Spain, Taiwan (Republic of China), Thailand, the United States of America, and Vietnam

Email: support@vidyocloud.com

 

Northern Europe

Denmark, Estonia, Finland, Latvia, Lithuania, Norway, and Sweden

Email: supportNE@enghouse.com

Phone: +46(0)8 630 98 98

The VidyoCloud Support Team

The contents of this Important Notice do not in any way modify the terms of the agreement(s) under which the Enghouse Vidyo products are provided.

 


 

Attention System Administrators: Monitor Your Vidyo Call Capacity During the COVID-19 Usage Surge

April 1, 2020

 

 

 

Attention System Administrators:
Monitor Your Vidyo Call Capacity During the COVID-19 Usage Surge

We understand your organization may be experiencing high-volume Vidyo usage surges due to COVID-19. Therefore, we want to provide you with some tools and tips for monitoring your capacity to ensure your organization can meet these increased demands.

As an on-premises Vidyo customer, this important notice is intended to help you easily and quickly: 

  • Generate call usage reports in Microsoft® Excel (Windows® customers only).
  • Set up email notifications to alert you when your licenses are running low or expiring.
  • Verify the number of licenses you have.
  • Understand the different types of Vidyo licenses. 

Note: If you are a cloud customer, refer to the Viewing Analytics in the VidyoCloud Usage Dashboard article.

Generating Call Usage Reports

If you are a Windows user, you can easily create VidyoPortal™ call usage reports (by day and by hour) to analyze your high-volume business call usage data.

Setting Up Email Notifications and Verifying the Number of Licenses 

As described in the table below, you can use the VidyoPortal to set up email notifications to alert you when your licenses run low and to verify the number of licenses in your organization.   

Action 
Location on VidyoPortal Admin UI
Set up email notifications for licenses From the VidyoPortal Super Admin, go to Settings>Customization>Notifications page
Verify Licenses From the VidyoPortal Super Admin or Tenant Admin go to Settings>System License page

Understanding Install Licenses and Line Licenses

As described in the table below, Enghouse Vidyo uses two types of licenses: Install licenses and Line licenses:

License Description
Install Licenses
  • A one-time license consumed by each device (e.g., laptop, PC, tablet, smartphone) that joins a conference for the first time from the VidyoPortal.
  • Endpoints used: VidyoConnect™ for Desktop, VidyoConnect for Mobile, VidyoDesktop™, VidyoWeb™, and VidyoMobile™.
Line Licenses
  • A perpetual software license through the VidyoRouter – either point-to-point or multipoint.
  • Allows concurrent endpoint connections that can join a conference or call at any given time.
  • When the endpoint disconnects from the call, the line becomes available for use.

Additional References

For more details on licensing, please refer to the following articles on the Vidyo Help Center:

Need Help?

If you need help or have questions, please feel free to contact 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.

The Enghouse Vidyo Product Team

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

The contents of this Important Notice do not in any way modify the terms of the agreement(s) under which these products are provided.

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