+1 239 999 4122
+1 239 999 4122
Free Download

Knowledge Base

Back to support overview

Basic actions

Pairing the app with the server (first-time use) 

If you are using the Frontline Workplace mobile app for the first time, you need to pair it with the right server instance. This ensures the correct syncing of the necessary data.

There are 2 different ways to pair the Frontline Workplace app installed on your device with a server instance:

  • Scanning the configuration code generated via the Frontline Command Center
  • Manually entering the server details provided by your administrator

To pair the app via configuration code:

  1. Tap on Scan configuration code.
  2. Use your device to scan the configuration code provided by your administrator. For more information, please see Application Management.
  3. Tap on Save.

To pair the app via manually entering the server details:

  1. Enter the company link provided by your administrator.
  2. Enter the domain name provided by your administrator.
  3. Tap on Save.

Signing in to the app

There are 2 ways to sign in to the app:

  • Manually entering the credentials provided by your administrator
  • Scanning the QR code

To sign in by entering the credentials:

  1. Enter the username and password provided by your administrator.
  2. Tap on Login.

To sign in via scanning the QR code:

  1. Tap on Login with QR code.
  2. Use your device to scan the code provided by your administrator.

Signing out of the app

  1. In the top-left corner, tap on the Menu button.
  2. Tap on Logout.
  3. Tap on Yes.

Changing the paired server

Re-pairing the app after logging out is possible by entering your credentials manually for alternative licenses and permissions.

To change the server you have paired previously:

  1. Sign out of the app.
  2. Tap on CHANGE ENVIRONMENT.
  3. Enter the new company link and domain name provided by your administrator.
  4. Tap on Save.

User interface

Status bar

The status bar is located at the very top of the Frontline Workplace mobile app. It informs you about the overall status of your device.

Navigation section

The navigation section is located at the very bottom of the Frontline Workplace mobile app. It gives you access to the My Tasks, Calls, Contacts, and Teams screens.

My Tasks screen

Note: To be able to view this screen, the Frontline Administrator has to provide you with the necessary roles and permissions.

My Tasks screen shows all the tasks that are assigned to a user or a team.

  1. Status bar
  2. My Tasks screen
  3. Navigation section

Note: The repeatable task templates can be distinguished by a plus-circle icon on the right.

Calls screen

The Calls screen shows all scheduled and ongoing calls you can join.

By default, the list of scheduled calls shows all available entries but can be filtered to only show calls scheduled for today or the upcoming future.

By tapping on the More options button (3 vertical dots) in the top-right corner, you can find the Create a call button to start calls, the Scan QR button to start calls by scanning call codes, and the History button to access past calls from call history.

  1. Status bar
  2. Calls screen
  3. Navigation section

Contacts screen

The Contacts screen shows all users in your contact list. Users who are currently online are shown at the top of the list. They can be easily identified by a small green badge icon below their avatar. The contact screen also contains a search field to quickly find a particular user.

By default, the contact list shows all users but you can hide those who are currently offline via the More Options button (3 vertical dots) in the top-right corner. Additionally, the More Options button contains a Create group call button to start a conference call.

  1. Status bar
  2. Contacts screen
  3. Navigation section

Teams screen

The Teams screen shows all the teams you can call. It also contains a search field to quickly find a particular team.

  1. Status bar
  2. Teams screen
  3. Navigation section

Tasks

Starting an assigned task

Note: Tasks are limited to specific UI templates and components, and can only be executed in landscape mode. The supported UI templates include Text + Title, Text + Image, and Title + Image + 2 Texts V1, V2. The supported components are Paginated Text and Questionnaire. See them in our Component Catalogue.

  1. Go to the My Tasks screen.
  2. On the tasks list, look for the task you want to start.
  3. Tap on the task's name.

⇒ The task starts immediately.

Note: Navigate by tapping on the buttons that are located at the bottom of the screen.

Starting a task via QR code

  1. Go to the My Tasks screen.
  2. In the bottom-right corner, tap on the Plus button.
  3. Choose Scan QR Code.
  4. Point the camera of your device to the task template QR code.

⇒ The task starts immediately.

Calls

Accepting or declining an incoming call

In case another user calls you, the app will show a notification message and play a sound signal. You can then either accept or reject the call.

To join the call:

  1. Tap on the Accept button.

To dismiss the call:

  1. Tap on the Decline button.

Note: Declined calls can still be accessed via the Calls screen. As long as at least one participant is still on the call, it is listed under the ongoing calls. You can join the call by tapping on the Dial button next to it.

Starting a one-on-one call

One-on-one calls allow you to contact a particular Frontline expert to resolve an issue. Thanks to the available in-call options (e.g., video call function, AR markers, whiteboard) you can quickly provide the necessary context and the expert on the other end can effectively guide you to a solution.

To start a one-on-one call:

  1. Go to the Contacts screen.
  2. On the contact list, look for the user you want to call.
  3. Tap on the user's name.
  4. Tap on the Dial button below the user's name.

⇒ The call starts immediately even though the other user has not yet joined. If the other user does not join the call, you can abort the call by tapping on the Leave button.

Starting a conference (group) call

Conference calls allow you to simultaneously contact a group of Frontline experts to resolve an issue. Thanks to the available in-call options (e.g., video call function, AR markers, whiteboard) you can quickly provide the necessary context and the experts on the other end can effectively guide you to a solution.

To start a conference call:

  1. Go to the Contacts screen.
  2. In the top-right corner, tap on the More options button (3 vertical dots).
  3. Tap on Create group call.
  4. On the contact list, look for the users you want to call.
  5. Tap on the user's name.
  6. Optional: To remove previously added users, tap on the Cross button next to their name.
  7. After adding all users, tap on Call.

⇒ The call starts immediately even though no other user has joined yet. If no other user joins the call, you can abort the call by tapping on the Leave button.

Starting a team call

Team calls allow you to contact one or more members of a particular group of Frontline experts to resolve an issue. When calling a team, all members receive a notification and can join the call at any time. Thanks to the available in-call options (e.g., video call function, AR markers, whiteboard) you can quickly provide the necessary context and the experts on the other end can effectively guide you to a solution.

To start a team call:

  1. Go to the Teams screen.
  2. On the team list, look for the team you want to call.
  3. Tap on the team's name.
  4. Tap on the Dial button below the team's name.

⇒ The call starts immediately even though no other user has joined yet. If no other user joins the call, you can abort the call by tapping on the Leave button.

Starting a call by scanning the call code

Call codes allow you to start a conference call with specific predefined settings multiple times. The respective QR codes are created by administrators and can easily be scanned with your device’s camera.

To start a call by scanning a QR code:

  1. Go to the Calls screen.
  2. In the top-right corner, tap on the More options button (3 vertical dots).
  3. Tap on Scan QR.
  4. Use your device to scan the call template QR code.
  5. Tap on Start Call.

⇒ The call starts immediately even though no other user has joined yet. If no other user joins the call, you can abort the call by tapping on the Leave button.

Scheduling a call

In addition to creating an immediate call, it is also possible to schedule a call with a specific time and date for the future.

To schedule a call:

  1. Go to the Calls screen.
  2. In the top-right corner, tap on the More options button (3 vertical dots).
  3. Tap on Create a call.
  4. Optional: Add a title for the call.
  5. Tap on Add Participants.
  6. Tap on the user name from your contact list or enter the email/phone number to invite guest users.
  7. Tap on Done.
  8. Optional: Add a description for the call (tap on Back after adding the description).
  9. Tap on Call type.
  10. Select Scheduled Call.
  11. Tap on Back.
  12. Set the time and date for your call.
  13. Tap on Done.

⇒ The scheduled call appears on the Calls screen. To access the call details, tap on the specific call bar within the list. When tapping on the call, it is possible to edit the call details or remove the call by tapping on the More options button. 

Note: You can start the call at any time by simply clicking on Join. You can also click on Share Invite to share the call invite link with the desired sharing option.

In-call options

To make communication as easy and effective as possible, Frontline offers a variety of functions that are available during calls. The available in-call options range from basic actions in regard to the live video stream to sophisticated collaboration tools like AR markers or whiteboards.

User interface

  1. Avatar icon
  2. General features
  3. AR marker toolbar
  4. Basic call options

Using basic call options

Provided that the users' cameras have been turned on, their video streams are displayed as soon as a call has started. Depending on the granted permissions, the live video screen offers a number of basic functionalities to facilitate communication.

To use basic call options:

  1. During a call, use the following buttons to trigger the desired actions.

Turn the camera on/off

Switch between front and back camera

Turn the microphone on/off

Turn audio on/off

Leave call

Using the AR marker

The AR marker feature is a great way to provide visual context when discussing a particular topic or issue. You can place virtual arrows or draw different shapes to highlight certain real-world objects. Once a marker has been placed, it remains in its position even if the camera perspective changes. This guarantees that important references do not get lost and can always be identified correctly.

There are 3 different types of markers:

  • Pointers (temporary): Pointers can be used to highlight single elements shown in the video stream. Pointers set by one user will always be in a specific colour and will also show their name. Pointers are temporary and automatically disappear after a couple of seconds.
  • Arrows (permanent): Arrows can be used to permanently highlight several elements shown in the video stream. They only disappear when you deliberately remove them.
  • Pen (permanent): The Pen can be used to permanently highlight larger elements shown in the video stream with shapes like lines, squares, or circles. They only disappear when you deliberately remove them. 

Note: Only a maximum number of 9 permanent markers (arrows and/or pen-drawn shapes) can be added and shown at the same time. If you add another permanent marker after reaching this limit, the oldest one will automatically disappear.

To use the AR markers:

  1. During a call, tap on the button for the desired marker type (i.e., Pointer, Arrow, or Pen) on the AR marker toolbar.
  2. Depending on the specific marker type, proceed as follows:
    1. When adding a pointer, tap on the object you want to highlight.
    2. When adding an arrow, move your camera slowly around the circle shown on your screen to activate the necessary AR features. Then tap on the object you want to highlight.
    3. When drawing a specific shape with the pen (e.g., line, square, circle), draw the shape directly on-screen. By long pressing on the freehand drawing you can convert it to a perfectly drawn shape.
  3. Optional: To remove the previously added marker, tap on the Undo button.
  4. Optional: To remove all the current markers and start anew, tap on the Trash can button.

Using the whiteboard

Note: Access to the whiteboard feature requires the corresponding user permissions. For more information, please reach out to your administrator.

Whiteboards allow you to draw ideas and concepts on a digital board to better visualize complex information or multi-step processes. You can upload existing images from your device or use snapshots captured directly during a call. Once an image has been placed, you can directly draw on it and make your annotations.

To use the whiteboard feature:

  1. Tap on the Whiteboard button at the top.
  2. During a call, use the following buttons in the basic call options area to trigger the desired actions:

Add image

Share whiteboard

Undo the last step

Redo the last step

Delete the current item

Draw on the added image

Additional features can be activated by tapping on the More options button (3 vertical dots) in the top-right corner.

  • Send to chat allows to send the image to the chat.
  • Share allows to share the image.
  • Open new image allows to select an image from the gallery of your device.
  • Take Picture allows to take a picture and use it.

Using the chat

You can send a message to the Frontline expert by tapping on the Dialogue bubble button at the top.

Note: Chat also comprises call log information such as participants joining or leaving the call and other actions taken during the call.

It is possible to send files such as documents, images, or videos from your device. It is also possible to take pictures and send them to the chat instantly including the GPS information.

To use the chat feature:

  1. Tap on the Dialogue bubble button at the top.

Translation settings can be managed by tapping on the More options button (3 vertical dots) in the top-right corner. Additionally, the More options button contains a Files button to view the shared media and documents within the call.

Note: It is possible to translate your chat messages into the following languages: Czech, French, Polish, Greek, Italian, English, Spanish, Hungarian, Portuguese, German, and Dutch.

Accessing participant information

Participants of the call will be listed as Live and Invited with the device type they use and their microphone status. It is possible to invite more users to the call from the contact list or to share a call link with them by tapping on the Plus icon at the top of the screen.

To see the participants section:

  1. Tap on the People button at the top.

More users can be invited to the current call. To add more users to the call:

  1. Tap on the Plus icon in the top-right corner.
  2. Tap on Invite from Contact List.
  3. Search for the contact you wish to invite.
  4. Tap on their name.
  5. Tap on Invite in the top-right corner.

It is also possible to share the call link. To share your current call's link:

  1. Tap on the More options button (3 vertical dots) in the top-right corner.
  2. Tap on the Share Call link.
  3. Select the desired sharing option and proceed as necessary.

Using the More options (3 vertical dots)

After tapping on the More options button (3 vertical dots) in the top-right corner you have access to the following options:

  • Take screenshot: Allows you to take a snapshot of the current screen. The snapshot can be used to perform the following actions:
    • To share the image via chat, tap on Send to Chat.
    • To edit the image using whiteboard, tap on Open on Whiteboard.
    • To share the extracted text via chat, tap on Scan text and send to chat.
  • Open camera: Allows you to take a picture from the device camera with GPS information. To confirm a taken image tap on Use photo. The image can be used to perform the following actions:
    • To share the image via chat, tap on Send to Chat.
    • To edit the image using whiteboard, tap on Open on Whiteboard.
    • To share the extracted text via chat, tap on Scan text and send to chat.

Note: You can always discard and take another picture by tapping on Retake before proceeding with it.

  • Send Warning: Sends the user a warning message accompanied by an alarm sound.
  • Start screensharing: Allows the participants to see everything that you are seeing. This will also be recorded. To use the screensharing feature:
  1. Tap on the More options button (3 vertical dots).
  2. Tap on Start screensharing.
  3. Tap on Start Broadcast.
  • Start recording: Allows you to capture the screen. To use the recording feature:
  1. Tap on the More options button (3 vertical dots).
  2. Tap on Start screensharing.

⇒ You have to allow either Record Screen&Microphone or Record Screen Only options to start screensharing.

  • Enable/Disable flashlight: Allows you to toggle the device's flashlight on or off.
  • Enable/Disable Live Captions: Allows the user to have transcribed instructions.

The spoken language can be changed to multiple languages when enabled. To change the spoken language:

  1. Tap on the More options button (3 vertical dots).
  2. Tap on Call Settings.
  3. Tap on Spoken language under Communication.
  4. Select the spoken language of your preference.

Note: After enabling the live captions, a banner will appear at the bottom of your screen. You can also change the spoken language by tapping on Change within that banner.

  • Call Settings: Allows you to configure AR features and Communication features for the call:
    • Augmented Reality: Lets you place persistent virtual markers and drawings in the context of your remote partner.
    • Visualize tracking points: Supports you in placing augmented reality content on surfaces.
    • Spoken language: Allows you to change the spoken language when live captions are enabled.

Call history

The call history shows a list of all past calls with their specific details (i.e., time and date, duration, participants). In addition to that, it also gives you access to any chat messages and attachments that were exchanged.

Accessing basic call details

  1. Go to the Calls screen.
  2. In the top-right corner, tap on the More options button (3 vertical dots).
  3. Tap on History.
  4. On the call list, look for the call whose details you want to access.
  5. Tap on the desired call and see the following details under the Details column:
    1. The date on which the call took place
    2. The time at which the call started
    3. The overall duration of the call
    4. The total number of participants

Accessing the chat history of a call

  1. Go to the Calls screen.
  2. In the top-right corner, tap on the More options button (3 vertical dots).
  3. Tap on History.
  4. On the call list, look for the call whose chat history you want to access.
  5. Tap on the desired call.
  6. Tap on the Chat column.

Accessing the call attachments

  1. Go to the Calls screen.
  2. In the top-right corner, tap on the More options button (3 vertical dots).
  3. Tap on History.
  4. On the call list, look for the call whose attachments you want to access.
  5. Tap on the desired call.
  6. Tap on the Files column.
  7. Use the Media/Documents switch to view them separately.

Note: Any media files such as videos are listed on the "Media" tab. All other file formats are listed on the "Documents" tab.

Settings and information

Changing settings

  1. In the top-right corner, tap on the Menu button.
  2. Tap on Settings and change any of the following settings:

Call settings

  • Camera: Defines the initial camera settings when joining a call. The options for camera settings are: 
    • Front camera
    • Back camera
    • AR camera (if supported)
  • Microphone: Defines if the microphone is to be initially on or off when joining a call.
  • Infinity loop prevention: Defines if your own video stream is to only show a black screen when sharing your screen to prevent feedback loops.
  • Notification (Join): Defines if you receive a visual notification when a user joins a current call.
  • Notification (Leave): Defines if you receive a visual notification when a user leaves a current call.

Chat settings

  • Translation Settings: Defines if incoming chat messages in another language are to be automatically translated. To turn automatic translation off, choose "- no selection -". To use automatic translation into German, Italian, Polish, Hungarian, English, Dutch, Greek, Czech, French, Portuguese, or Spanish, choose the desired language. 

 

App

  • Manage Permissions: Redirects you to the settings menu of your device, where you can define the app’s access to your device's hardware or other features. 
  • Crash Reports: Provides more information about crash reports. Additionally, you can define if crash reports are to be sent automatically or not. 

Authentication

  • Face ID: Defines if Face ID is enabled for signing in to the app.

Note: The general availability of this setting depends on the device model.

Viewing your user account details

  1. In the top-right corner, tap on the Menu button. 
  2. Tap on Account and see the following details: 
    1. Domain: Shows the name of the domain to which your account is currently associated.
    2. Username: Shows your username as other people see it

Viewing legal information 

To view the license information of third-party components used by the Frontline Workplace mobile app: 

  1. In the top-right corner, tap on the Menu button. 
  2. Tap on Third-Party Copyrights. 

⇒ You are redirected to the settings menu of your device, where you can access the respective license information. 

To view the TeamViewer End-User License Agreement (EULA) and the TeamViewer Data Processing Agreement (DPA): 

  1. In the top-right corner, tap on the Menu button. 
  2. Tap on Agreements. 

⇒ You are redirected to the section of the TeamViewer website that contains the EULA and the DPA. 

To view the TeamViewer Privacy Notices: 

  1. In the top-right corner, tap on the Menu button. 
  2. Tap on Product Policy. 

⇒ You are redirected to the sections of the TeamViewer website that contains the various privacy notices.