During a Rescue Lens session, the technician can perform the
Remember: The actual set of features
available to a technician is set at the group level in the Administration
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.
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.
The technician can chat with the customer and send predefined
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
To clear the streamed
image from drawings, click
Whiteboard functionality is not supported on iPhone 4 devices.
Freeze the camera stream
for both technician and customer. This allows you to draw on a stable
background to better communicate to the customer.
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
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
Technicians can create screen captures during a Rescue Lens
Configure View Settings
Technicians can select from the following options to specify
zoom settings of the video stream:
Stretch to Window
Specify custom zoom
Note: Rescue Lens utilizes HD video streaming with adaptive video
quality to automatically adjust video stream quality based on the available
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.
Resolution for Android
Resolution for iOS
Activating Chat Command
Actual Screen Size
320*244 (Nexus 4)
320*244 (Nexus 4)
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
What Can the Customer Do?
During a Rescue Lens session, the customer can perform the
Lens as experienced by the customer
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.
The customer can
Disconnect at any time during the session.
The customer can
Pause streaming at any time during the
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
For Lens sessions using audio, the customer can mute their
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.