HELP FILE

Starting a Rescue Lens Session by PIN Code

This article gives guidance to Rescue technicians.

Follow this procedure to connect to a customer using a PIN code.

Technician Starts the Session

Required permissions:

  • The agent's Technician Group must have permission to start Rescue Lens sessions.
  • The agent's Technician Group must have permission to start Private Sessions.
  • The agent's Technician Group must have permission to use the PIN code connection method.

  1. Log in to the Technician Console.
  2. On the Session toolbar, click New Session.

    Result: The Create New Session window is displayed.

  3. Select Rescue Lens as session type.
  4. Type the customer's name or identifier in the Name field.

    Result: This name is shown on the Active Session tab and Session List.

  5. Select the PIN Code tab.
  6. Click Create PIN Code.

    Result: A 6-digit PIN code is generated and displayed in the Create New Session window and in the Session Log.

Restriction: A technician can handle only one active Lens session at a time.

Customer Launches the Rescue Lens App

Once you have a PIN, make sure the customer has the app. They will enter the PIN in the app.

  1. Ask the customer to launch the Rescue Lens app, available on Google Play or the App Store.


    The customer may see a tutorial. They can tap Skip or OK.

  2. The customer is prompted to grant access to the device camera and microphone. Ask them to tap OK.
  3. Ask the customer to enter the PIN.

    Result: At this point the camera image may already be displayed on the customer's mobile device, but nothing is streamed to the Technician Console.

  4. Ask the customer to accept the End-User License Agreement.

Technician Supports the Customer

The session appears in the Technician Console once the customer has launched the Rescue Lens app, entered a valid PIN, and accepted the End-User License Agreement.

Pick up the session by selecting it in the Session list and clicking Start.

Result:
The Rescue Lens support session starts; a live video feed is streamed from the camera of the customer's device to the technician. Lens audio enables the customer and technician to communicate via a VoIP connection.