HELP FILE

Managing a Rescue Lens Session

What Can the Technician Do?

During a Rescue Lens session, the technician can perform the following actions:

Remember: The actual set of features available to a technician is set at the group level in the Administration Center.
End session


Hold session


When the technician places a session on hold, the camera stream is paused on the customer's side and the session goes to On Hold status in the Technician Console.
Transfer session


You can transfer a Rescue Lens session only to another technician who has permission to use Rescue Lens.

Mute/Unmute microphone and speaker

For Lens sessions using audio, the technician can mute/unmute the audio connection at any time during the session.

Restriction: Lens audio is not available for Technician Console for Mac.
Chat
The technician can chat with the customer and send predefined URLs.
Whiteboard
Draw on the streamed image to highlight particular areas or objects. For example, you can highlight a part that needs to be removed or a switch that needs attention.

Multi-object tracking ensures that whiteboard annotations stay attached to the drawn-upon image. For example, if the customer moves their camera away from a circled part, the circle stays "attached" to the part and moves with it, thus ensuring that the correct part remains highlighted.

To start drawing on the streamed image, click Whiteboard On.

To clear the streamed image from drawings, click Erase Drawings.

Whiteboard functionality is not supported on iPhone 4 devices.

Freeze


Freeze the camera stream for both technician and customer. This allows you to draw on a stable background to better communicate to the customer.
Screen recording

Technicians can make a recording of all on-screen activity during a Rescue Lens session by clicking the Screen Recording icon on the Rescue Lens toolbar.

The agent's Technician Group must have permission to record sessions.



Rescue Lens session recordings are always saved to .mkv format and should be played back using VLC media player.

Screen capture
Technicians can create screen captures during a Rescue Lens session.

Configure View Settings


Technicians can select from the following options to specify zoom settings of the video stream:
  • Actual Size
  • Fit Window
  • Stretch to Window
  • Specify custom zoom % value
Note: Rescue Lens utilizes HD video streaming with adaptive video quality to automatically adjust video stream quality based on the available bandwidth.
Manage Video Quality
During a Lens session started from the Rescue Technician Console, Rescue Lens automatically adjusts the quality of the video stream to suit the quality of service provided by the carrier network. The support technician can, however, also change the video quality manually at any point during the session.
Rescue Lens uses three video stream quality presets.
Preset Value Resolution for Android Resolution for iOS Frame Rate Activating Chat Command
High Actual Screen Size 640*480 18 FPS
_!videoquality high
Medium

352*288

320*244 (Nexus 4)

480*360 15 FPS
_!videoquality medium
Low

352*288

320*244 (Nexus 4)

480*360 5 FPS
_!videoquality low

The default setting for each session is the High preset value. When the network cannot transfer the necessary volume of traffic, Lens temporarily decreases the video quality to a lower preset value. The technician can also change the video quality manually at any point during the session by typing the corresponding command in the Chat field.

Tip: Examples for the need to decrease video quality:
  • To limit the bandwidth consumed by the video stream
  • To support video streaming on networks having a bandwidth lower than 400 kbps
  • In case of slow cellular networks, the automatic network adaptation may produce slow adaptation, or may stop streaming. To ensure quicker adaptation, use the medium or low preset values
Restriction: Technician Collaboration is not available for Rescue Lens sessions.
Important: To support mobile devices using advanced Rescue+Mobile support tools (remote control, diagnostic and troubleshooting tools, etc.), the technician must have an active Rescue+Mobile add-on license.

What Can the Customer Do?

During a Rescue Lens session, the customer can perform the following actions.

Lens as experienced by the customer

Chat
The customer can chat with the technician. The customer can extend and minimize the chat dialogue on the screen of the mobile device by swiping up or down.
Disconnect
The customer can Disconnect at any time during the session.
Pause streaming
The customer can Pause streaming at any time during the session.

When the customer taps Pause streaming, only the camera stream is stopped, the support session stays Active in the Technician Console.

The camera stream is also paused when the Rescue Lens goes to the background.

Mute/Unmute audio
For Lens sessions using audio, the customer can mute their microphone.
Important: The Lens audio connection is automatically muted in case of an incoming call to the customer's device.
Turn on flashlight
When working in a dark environment, the customer can tap this button to activate their device's flashlight.
Restriction: On Android devices, flashlight is only available during an active camera stream.