Restriction: A technician can handle only one active Lens
session at a time.
Log in to the Rescue Lens Web Console.
Remember: Use Google Chrome.
Start new session.
The New Session window is displayed.
Tip: You can type customer details (Name, Phone, Ticket
ID, etc.) in the relevant fields before proceeding.
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.
Customer connected message appears in the Web
Console, and the
Start Session button becomes active.
Pick up the session by clicking
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.