Remote Support Capabilities

Introduction

frontline.io includes an AR-based Remote Support application, running on a wide range of devices.

A participant in each call can hold one of the following roles, field user or supporter.

User in the field

Usually the side on the call needing to share screens

The supported users can share their screen in a few modes:

• AR

• MR (AR locked on a physical machine)

• Video stream

Supporter

The supporter views the supported user screen

There are four communication channels between the parties:

• Video streaming

• Annotations:

  Annotations can be done in AR, MR, and video stream, in video streaming image is frozen before annotated

• Voice

• Chat

Who can initiate a call?

The below table represents who can initiate a support call:

PC Web	PC	Mobile App	Tablet App	HoloLens	Mobile/ Tablet Web
Yes	Yes	No	Yes	No	No

During a call activities

All users can annotate, chat, and share their video streaming or share screens (for PC and Web PC users)

Streaming: Freeze and unfreeze

In a non-AR mode, freezing the screen is needed to create precise annotations.

The table below shows a case in which the field user can freeze their own view:

Web	PC	Mobile/Tablet App	HoloLens	Mobile/tablet web
No	No	No	No	Yes*

A supporter can freeze the view of the supported user in some cases as described below:

Web	PC	Mobile/tablet App	HoloLens	Mobile/tablet web
No	No	Yes**	Yes**	Yes*

Following freezing the screen, the unfreeze options are:

Unfreeze can be done by both sides.

Note: when unfreezing the annotations will be deleted.

Only the supporter can unfreeze, note that the supported (field) side is not aware of the screen being frozen

• Related Articles

• Remote Support - Meeting Dashboard Explained

  Introduction Welcome to the Meeting Dashboard! If you've been using the Remote Support Dashboard, you've already taken the first step in collaborating remotely. Now, we'll guide you through the Meeting Dashboard's main features, such as joining ...

• Remote Support - Dashboard Explained

  Introduction Remote Support is a feature available in frontline.io that allows users to receive interactive assistance for maintenance and support tasks. In addition to text-based guidance for procedures, Remote Support in frontline.io also allows ...

• Remote Support - Annotations

  Annotations Annotations in a remote support call refer to a set of tools that allow you to draw, add arrows, highlight specific areas, and place beacons of different colors on the remote screen to convey information to the other person. These tools ...

• Web-based Remote Support Room

  Introduction The Web-based remote support room enables creating and running a remote support call without using the application. Initiation Login into the web workspace www.frontline.io 1. Click: “Remote support” 2. Select: “Continue in this browser” ...

• Scheduling a Remote Support Call

  Introduction Scheduling a remote support call can help you connect with others, whether for work or personal purposes. This guide will show you how to do it with ease. How to Schedule a Remote Support Call 1. Open the Application: Start by launching ...