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  1. Troubleshooting Audio Issues Occasionally, when a call connects the microphone and speakers may not be configured properly, particularly when first using the system. Follow these steps to troubleshoot the problem: Initiate a call with an agent (agents should request a ma... Read More
  2. Troubleshooting Audio Other call participants can't hear me, or my microphone seems to be muted. The microphone is muted in the VRI call. While in a call, look at the Microphone control on the Call Control Bar. If the control has a slash through it, your microphone ... Read More
  3. Tips for improving video quality Video quality is influenced by many different factors, including your network speed, the amount of lag (called latency) in your network, ambient lighting, and your webcam's settings, to name a few. To get the most out of your video quality, ... Read More
  4. VRI DIRECT OPERATIONS NOTICE: Required iOS app upgrade and network config in mid- to late-March 2017 (Edited 4/6/2017 4:39 PM ET to remove deprecated network requirements) URGENT: The VRI Direct website is back online as of 4/5/2017 11:30 AM Eastern. Details below. VRI Direct service is restored. Please place a test call from either Googl... Read More
  5. Urgent Announcements (4/26/2017 6:15 PM ET) The fix is in place and calls are operational again. The root cause of the outage was a change to the way that our video service provider, Twilio, creates calls, that was not compatible with our current service. We were... Read More
  6. Guide to Audio/Video Setup You can access audio and video controls while in a call from the Call Control Bar. You can also access additional camera configuration options through your browser (Google Chrome and VRI Direct Desktop App for Windows users only). Webcam Selection... Read More
  7. VRI Direct Security Whitepaper VRI Direct's prime directive is always to provide a secure, trusted environment over which our users can confidently communicate with each other without concern that their conversations will be eavesdropped, their personal information stolen, or... Read More
  8. How to Use the Call Chat Panel When you're in a VRI call, you can send and receive text messages to/from other call participants. NOTE: The below instructions assume a mouse is used for interaction, but taps, drags, and drops are also supported on touchscreen devices. ... Read More
  9. 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 yo... Read More
  10. Minimum Requirements VRI Direct Requirements Desktop/Laptop Hardware: Processors: Intel: 2.0 GHz or faster second-generation (Sandy Bridge) Intel Core i3, i5, i7 CPU (third-generation (Ivy Bridge) or newer Intel Core i3, i5, i7 processors strongl... Read More
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