Restriction: A technician can handle only one active Lens
session at a time.
Log in to the Technician Console.
On the Session toolbar, click
Create New Session window is displayed.
Type the customer's name or identifier in the
This name is shown on the Active Session tab and Session
PIN Code tab.
Create PIN Code.
A 6-digit PIN code is generated and displayed in the
Create New Session window and in the Session
Ask the customer to launch the Rescue Lens app, available on
Google Play or the App Store.
Important: Make sure the app the customer is using is the
Rescue Lens app and not the Rescue+Mobile app.
The customer may see a tutorial. They can tap
The customer is prompted to grant access to the device camera and
microphone. Ask them to tap
Ask the customer to enter the PIN.
At this point the camera image may already be displayed on
the customer's mobile device, but nothing is streamed to the Technician
Ask the customer to accept the End-User License Agreement.
The session appears in the Technician Console.
Pick up the session by selecting it in the Session list and
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.