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Platform Release Announcements

VRI Direct Platform Release 3.1.1
Thursday, April 7, 2017—We're pleased to announce VRI Direct 3.1.1. This is a hotfix release that fixes issues with calls not having a start time in the billing data. We also automatically check that you have a supported browser and display instructions about upgrading to a supported browser if you don't have one.

All users should log out and back in.

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VRI Direct Platform Release 3.1.0
Wednesday, April 6, 2017—We released the next version of our platform, VRI Direct 3.1.0 This release incorporates a new video service provider that offers faster and more reliable video quality. Alongside this is a new iOS app, VRI Direct Mobile 1.7, that is a required update in order to connect to our service.

Changes in this release:
  • Higher-quality video feeds and better handling of video quality during variable and/or sub-optimal bandwidth conditions
  • We streamlined the call answer and call hangup processes
New browser requirements:
  • Chrome 52 and higher;
  • Firefox 48 and higher;
  • No other browsers are supported at this time. We will consider Microsoft Edge once Microsoft adds WebRTC support (the technology we use to send/receive streaming media). Apple has no plans to implement WebRTC in Safari; if this changes, we will be able to support them.
There are some known limitations with this release:
  • Chat is temporarily disabled. Look for chat to reappear later this month.
  • Some call convenience features, like drag-and-drop self-view and fade-away call control bar, are temporarily disabled. We will add them back as soon as we can.
  • The call control bar's speaker icon has been removed as it was redundant. Please use your computer's built-in speaker volume controls.
  • Camera and mic selections have been removed from the call control bar's Settings pop-up. Please use your browser's built-in settings tool to select your mic and webcam. Instructions can be found here: http://support.vridirect.com/article/select-your-microphone-and-speakers-from-your-browser-93.html
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VRI Direct Platform Release 3.0.35
Thursday, December 22, 2016—VRI Direct 3.0.35 is now immediately available. This is a hotfix release that fixes an issue with video transmission on Mozilla Firefox 50 and Google Chrome 55 browsers.

All users on Chrome and Firefox should log out of VRI Direct, close all browser windows, and then open a browser and log back in to VRI Direct.

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VRI Direct Platform Release 3.0.33
Thursday, May 5, 2016—VRI Direct 3.0.33 is now immediately available. This is a maintenance release.

This release includes the following changes:
  1. (FIXED) Firefox and Safari users could not log in.
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VRI Direct Platform Release 3.0.32
Thursday, May 5, 2016—VRI Direct 3.0.32 is now immediately available. Please verify you are running 3.0.32 by logging out and back in.

This release includes the following changes:
  1. (UPDATED) Custom search form fields now shouldn't fill the browser's auto-fill list.
  2. (FIXED) Fixed transient issue where a user might not receive audio from other call participants.
We are also aware of an issue where newer versions of Firefox and Safari will not log in to VRI Direct. We are researching the root cause. Please use Google Chrome for now. If you need to log in to two accounts, you can use Google Chrome for one of the accounts, and then open a Google "Incognito" window for the other account. From your standard Chrome window, press Ctrl + Shift + N (Windows, Linux, and Chrome OS) or CMD + Shift + N (Mac) to open an incognito window. A new window will open with a gray incognito icon.

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VRI Direct Platform Release 3.0.31
Monday, January 25, 2016—VRI Direct 3.0.31 is now immediately available. Please verify you are running 3.0.31 by logging out and back in.

This release includes the following changes:
  1. (FIXED) Users on Google Chrome 48 could not connect calls.
  2. (NEW) A third custom field was added to the Interpreter Search form and the billing reports. This field is configured and used in the same manner as the existing two custom fields.
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URGENT: Call issues on Chrome 48 are resolved
Monday, January 25, 2016—All call connection issues with users using Google Chrome 48 have been resolved. Please refresh your VRI Direct screens by pressing "F5" on Windows or "CMD-R" on Macs, or please log out and log back in, to ensure you have the latest VRI Direct application running on your computer.

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VRI Direct Platform Release 3.0.30

Saturday, December 19, 2015—VRI Direct 3.0.30 is now immediately available. No downtime was required. All users logging in to VRI Direct will be automatically upgraded to this release.

This release includes the following changes:
  1. (FIXED) Filtering an Agency billing report by Customer resulted in an empty report.
  2. (FIXED) Call start/end events were missing from the User Activity Report.
  3. (FIXED) Customer billing reports failed to include Cost Center data.
  4. (UPDATED) Under some circumstances, the audible ringer on an Agent's incoming call ringbox cannot be heard. Though we were unable to reproduce this behavior in our development and test environments, we've redesigned the audible ringer code as a possible solution. Please let us know if this behavior continues.
Releases 3.0.27 through 3.0.29 were maintenance releases only.

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VRI Direct Platform Release 3.0.26

Saturday, October 24, 2015—VRI Direct 3.0.26 is now immediately available. No downtime was required.

This release includes the following fixes and updates:
  1. (FIXED) Chrome users would see a message about an unsupported plug-in if the users were using Chrome 42 or newer.
  2. (FIXED) A call could be double-billed in the BDR if the call had certain network connection issues.
  3. (IMPROVED) When an Interpreter search returns zero results, the caller is now instructed to try placing the call again in a few minutes.
  4. (NEW) When an agent gets stuck in the In Call status, which may occur under some network connection scenarios, a "Reset Availability" button appears on the agent's My Profile page to manually reset the status back to Busy. The button is always hidden until the agent is in the In Call state:

    Reset Availability
Also note that platform release 3.0.25 was a maintenance release only.

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VRI Direct Platform Release 3.0.24

Friday, August 7, 2015—VRI Direct 3.0.24 is now immediately available. No downtime was required and there are no new features.

This release addresses the following issues:
  1. (FIXED) Call Summary page would report incorrect call times if the call dropped and reconnected.
  2. (IMPROVED) Billing data is calculated immediately after the call ends and added to the Billing Detail report, rather than the calculations occurring within a two-minute window from the end of the call.
  3. (FIXED) Subscription page did not display any information or suspend/cancel buttons for active subscribers.
  4. (FIXED) The Interpreter Search Results page's stale search countdown timer wasn't cancelled properly when the caller started a new search.
  5. (FIXED) Agent's full name was visible to the caller during a call. Only the agent's first name and last initial should be displayed.
Also note that platform releases 3.0.22 and 3.0.23 were maintenance releases only.

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VRI Direct Platform Release 3.0.21

Thursday, May 27, 2015—VRI Direct 3.0.21 is now immediately available. This release includes the following features and updates:

Improved Call Summary Page
The Call Summary page is redesigned to show consistent, accurate information. The following items are of particular importance:
  1. Extraneous data was removed and the data simplified. Callers and agents see the same layout.
  2. We provide the actual elapsed call time. This is the duration that VRI Direct uses to process its billing. Previously, we sometimes displayed an estimated call time under certain circumstances, and then relied on the actual billing detail reports to store the actual call time.

Revised Call Summary Page

Stale Interpreter Search Results Timer and Pop-up
If a caller places a search, finds one or more agents, and then waits to call an agent, there is a good chance that the agent will become unavailable before the caller makes the call the longer the caller sits on the search results. To help reduce this chance, we now force the caller to resubmit the search results after five minutes.

The caller can see how long the results are valid by observing the Stale Search Results timer in the search results header:
Stale Search Results Timer

Once this timer reaches zero, the caller will be presented with a pop-up:
Stale Search Notice Pop-up

The caller can either click "Reset" to start a new search, or "Submit" to resubmit the stale search form.

IMPORTANT FEATURE CHANGE: "Ring All" Disabled for Web Clients Until Further Notice
Based on feedback from our agencies, we have decided to disable the "Ring All" feature until we can implement better, less confusing user activity report messages to track "Ring All" requests. We hope to bring back the feature soon.

This does not impact the iOS app, which still has a "Ring All" button for the time being.

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VRI Direct Platform Release 3.0.20

Friday, May 22, 2015—VRI Direct 3.0.20 was released last night and is immediately available. This is a maintenance release; no new features are included. The release addresses the following:
  • Billing was not calculated for calls where the agent's connection dropped and started reconnecting, but the caller decided to hang up during the agent's reconnection process. This is now fixed.
  • Minor updates to the VRI Direct corporate home page.
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ANNOUNCEMENT: VRI Direct Maintenance Window Thursday 28 May, 2015, 1:00 AM Eastern

Wednesday, May 21, 2015—We’re scheduling a maintenance window for Thursday, May 28th, 2015 at 1:00 AM Eastern. The window will last for 30 minutes. Downtime of less than 2 minutes is expected.

Users may need to log out and log back in after the maintenance window.We’re scheduling a maintenance window for Thursday, May 28th, 2015 at 1:00 AM Eastern. The window will last for 30 minutes. Downtime of less than 2 minutes is expected.

Users may need to log out and log back in after the maintenance window.

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ANNOUNCEMENT: VRI Direct Maintenance Window Friday 22 May, 2015, 1:00 AM Eastern

Tuesday, May 12, 2015—Our next scheduled maintenance window will be Friday, May 22nd, 2015 at 1:00 AM Eastern. The window will last for 30 minutes. No downtime is expected.

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VRI Direct 3.0.19 Platform Release

Thursday, April 30, 2015—VRI Direct 3.0.19 was released today. This is a server release; no additional installation or update actions are required by our users.

This release contains the following fixes and updates:
  1. The Billing Detail reports now correctly use the Call Start Date, rather than the Billing Date, under the "Date" column in the UI and "CallDate" column in the data export. Previously, the Billing Date was used, which under certain circumstances might not occur on the same date as the actual call.
  2. Customers who have configured their Company profile with a link to an external survey (go to My Company > Overview > Settings) will now have that link display on their callers’ Call Summary pages. Callers can click the link to be taken to the survey.
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VRI Direct 3.0.18 Platform Release

Tuesday, March 31, 2015—VRI Direct 3.0.18 is now available. This server-side maintenance release addresses the following issues:
  • We have disabled Push Notifications to iOS devices for now. The feature made it too easy for agents to show up in search results even when they were "off the clock", resulting in callers trying to call agents who were not around.
  • Some users started reporting inconsistent video beginning the second week of March. The root cause was that, under certain caller and interpreter network conditions, we were pushing too much video, causing those users to see very high quality, 1080p video that would unfortunately pause every 5-8 seconds because their networks could not handle the huge amount of data. This has been fixed.
  • On March 16th, we increased our audio/video capacity. Immediately after the upgrade, billing for certain calls placed on March 16th and 17th showed millions of dollars due to an error in timestamp recording. The error was fixed and the billing data adjusted.
  • Under certain circumstances, agents would get stuck seeing "You do not have permission to view this page." This issue is fixed.
This release requires no action by our users. Users automatically take advantage of this update as soon as they log in to VRI Direct.

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