Features - TeamViewer Support
<main> <article class="userContent"> <h2 data-id="general">General</h2><div class="blockquote"><div class="blockquote-content"><p class="blockquote-line"><em>This article applies to all TeamViewer Assist AR Lite users.</em></p></div></div><p>In this article, you will learn about the key features of TeamViewer Assist AR.</p><p>Ask your support requester to install the free TeamViewer Assist AR app from the AppStore/PlayStore.</p><p><br></p><h3></h3><h2 data-id="built-on-industry-standards-in-ar">Built on industry standards in AR</h2><p>TeamViewer Assist AR is built on top of two frameworks: Apple ARKit and Google ARCore. This technology allows precise object tracking such as surfaces, objects, and their relational distance from the camera.</p><p><br></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/UD8NJ8MCO1YN/frameworks.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/UD8NJ8MCO1YN/frameworks.png" alt="User: "frameworks.png"" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>More information:</p><ul><li><a href="https://www.teamviewer.com/en/teamviewer-pilot-google-depth/?_ga=2.208661970.1704678522.1643572941-233247373.1634885351" rel="nofollow noreferrer ugc">TeamViewer Pilot Leads App Innovation with New Google ARCore Depth API</a></li><li><a href="https://www.teamviewer.com/en/company/press/teamviewer-pilot-among-first-apps-to-use-new-ipad-pro-lidar-scanner/" rel="nofollow noreferrer ugc">Press Release – April 15, 2020</a></li></ul><p><br></p><h3 data-id="-1"></h3><h2 data-id="hd-voip">HD VoIP</h2><p>Speak clearly to the on-site technician or client, giving them detailed instructions on how to fix the issue. Both connection partners can talk to each other over VoIP.</p><p>💡<strong>Hint: </strong>For better audio quality, especially in a noisy environment, we recommend using a headset.</p><p><br></p><h3 data-id="-2"></h3><h2 data-id="join-calls-via-teamviewer-id">Join calls via TeamViewer ID</h2><p>A person needing support can easily invite an expert to a TeamViewer Assist AR call:</p><ol><li>Install the TeamViewer Pilot App on your mobile device:<ol><li><a href="https://play.google.com/store/apps/details?id=com.teamviewer.pilot&hl=en" rel="nofollow noreferrer ugc">Google Play</a></li><li><a href="https://apps.apple.com/us/app/teamviewer-pilot/id1436001042" rel="nofollow noreferrer ugc">App Store</a></li></ol></li><li>Start the app on your mobile device</li><li>The app will ask you for permission to use your microphone and camera as well as to send you notifications. Please accept the request.</li><li>Tap <strong>Share ID </strong>and send the session link via your favourite communication tool: <strong>telephone, SMS (messaging), WhatsApp, email, etc.</strong></li></ol><p><br></p><div class="embedExternal embedImage display-medium float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/ZSMA7PQN3OUJ/one-click-session-join.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/ZSMA7PQN3OUJ/one-click-session-join.png" alt="One-click session join.png" height="728" width="358" loading="lazy" data-display-size="medium" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="-3"></h3><h2 data-id="real-time-video-stream">Real-time video stream</h2><p>As soon as the person requesting assistance accepts the call from the remote expert, the smartphone, tablet, or smart glasses camera image is transmitted in real-time to the expert in front of a Windows or Mac computer.</p><p><br></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/9S9ENH55DOEI/remote-camera-sharing-and-real-time-video-streaming.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/9S9ENH55DOEI/remote-camera-sharing-and-real-time-video-streaming.png" alt="Remote camera sharing and real-time video streaming.png" height="1080" width="1920" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="-4"></h3><h2 data-id="contextual-markers-annotations">Contextual markers & annotations</h2><p>Help on-site employees or customers fix issues by highlighting and drawing on points of interest in their context.</p><p>The one receiving support as well as the expert can e.g. place 3D arrows. To distinguish who placed the arrows, they have different colors.</p><ul><li><strong>Expert side</strong>: By left-clicking on the mouse you can place 3D arrows that stick to real objects. </li><li><strong>Receiving side</strong>: By tapping on the mobile screen you can place 3D arrows that stick to real objects.</li></ul><p>To make sure you are talking about the same issue every arrow includes a number.</p><p>Both connection partners can undo placing their last arrow or remove all markers placed within the call.</p><p><br></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/Q52JD18YCPXM/contextual-markers-26-annotations.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/Q52JD18YCPXM/contextual-markers-26-annotations.png" alt="Contextual markers & annotations.png" height="1080" width="1920" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="-5"></h3><h2 data-id="freeze-image">Freeze image</h2><p>Pause the live video stream to get a clear still image for a detailed technical discussion.</p><p>To pause the video stream click the 'pause' icon at the bottom of your screen.</p><p><br></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/2F34L01DGBYS/freeze-image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/2F34L01DGBYS/freeze-image.png" alt="Freeze Image.png" height="200" width="640" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="-6"></h3><h2 data-id="send-and-receive-files">Send and receive files</h2><p>Send a file to your remote user securely through Assist AR with just the click of a button.</p><p>The expert can send files to the mobile device by clicking on the respective icon from within the menu in the lower right corner of the connection window.</p><p><br></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/6ORZBHM7SO85/send-and-receive-files.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/6ORZBHM7SO85/send-and-receive-files.png" alt="Send and receive files.png" height="200" width="640" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>After clicking on this icon, the TeamViewer file transfer window pops up and the expert can choose the file to be sent to the mobile device or from the mobile device to the expert. </p><p>Depending on the direction of the file transfer, the expert or the receiving side gets a notification (mobile device), or the explorer pops up to save the file (expert side)</p><p><br></p><h3 data-id="-7"></h3><h2 data-id="take-screenshots">Take screenshots</h2><p>The expert can make screenshots from within the menu in the lower right corner of the connection window. To do so, please click the 'screenshot' icon at the bottom of your screen. </p><p><br></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/GVRC8DPERUIE/screenshot.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/GVRC8DPERUIE/screenshot.png" alt="Screenshot.png" height="200" width="640" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>After clicking on the camera icon, the explorer opens and you can choose a path to save the screenshot</p><p><br></p><h3 data-id="-8"></h3><h2 data-id="flashlight">Flashlight</h2><p>By clicking on the 'flashlight' icon the expert can activate and deactivate the flashlight from the technicians device (mobile & smartglass). </p><p><br></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/ALYHWSWOEDK2/flashlight.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/ALYHWSWOEDK2/flashlight.png" alt="Flashlight.png" height="200" width="640" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="-9"></h3><h2 data-id="real-time-information-sharing">Real-time information sharing</h2><p>To make sure information shared via screenshare is perceivable on e.g. smartglass displays users can make use of real-time information sharing. This feature enables users to share <strong>to the aspect ratio</strong> of their partner’s smartphone, tablet or smartglass in real-time. To share more content simply drag the corners of the frame to adjust how much content is being shared.</p><p><br></p><div class="js-embed embedResponsive" data-embedjson="{"height":113,"width":200,"photoUrl":"https:\/\/i.ytimg.com\/vi\/Ggk6CLHUKBY\/hqdefault.jpg","videoID":"Ggk6CLHUKBY","showRelated":false,"start":0,"url":"https:\/\/www.youtube.com\/watch?v=Ggk6CLHUKBY&ab_channel=TeamViewer","embedType":"youtube","name":"TeamViewer Assist AR - Real-time Information Sharing Feature","frameSrc":"https:\/\/www.youtube.com\/embed\/Ggk6CLHUKBY?feature=oembed&autoplay=1"}"> <a href="https://www.youtube.com/watch?v=Ggk6CLHUKBY&ab_channel=TeamViewer" rel="nofollow noreferrer ugc"> https://www.youtube.com/watch?v=Ggk6CLHUKBY&ab_channel=TeamViewer </a> </div><p><br></p><h3 data-id="-10"></h3><h2 data-id="session-recording">Session Recording</h2><p>Record Assist AR sessions from the expert´s side and create video files ready for use on any computer, instantly.</p><p><br></p><ul><li>Via <strong>Files & Extras </strong>the expert click on <strong>Start session recording</strong></li></ul><p><br></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/X91QQICEGXIM/session-recording-hover.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/X91QQICEGXIM/session-recording-hover.png" alt="Session recording hover.png" height="200" width="640" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><ul><li>The receiving side will be informed by a dialogue that the expert wants to record the session. The recording starts only<strong> after the request has been accepted</strong> by the user on the mobile device.</li><li>The Screen Recording button turns red as an indicator that the session is currently being recorded</li></ul><p><br></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/4BLO4USF7U04/session-recording-active.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/4BLO4USF7U04/session-recording-active.png" alt="Session recording active.png" height="200" width="640" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><ul><li>Clicking on the button again (now named <strong>Stop recording</strong>) will stop the recording. The explorer opens and the expert can choose a path to save the recording in the <strong>.webm </strong>format. This format can be opened with most regular web-players e.g. with a VLC player. </li><li>If you do not select a path to save the file, a dialogue appears asking the expert whether they want to discard the recorded session file. Clicking on <strong>Discard </strong>will discard the file, clicking on <strong>Cancel </strong>will open up the explorer again to choose a path to save the file.</li></ul><p><br></p><h3 data-id="-11"></h3><h2 data-id="optical-character-recognition-(ocr)">Optical Character Recognition (OCR)</h2><p>Optical Character Recognition allows the recognition of printed characters like those often found on machines, tools, and equipment. Once recognized, those characters can be directly sent to the remote expert.</p><p><br></p><h3 data-id="-12"></h3><h2 data-id="create-tutorials">Create Tutorials</h2><p>The person using the smartphone/tablet app can create video tutorials, without establishing a remote connection.</p><p>After recording the video, including AR markers and voiceover if desired, it is possible to save or directly share the video with someone else.</p><p><br></p><div class="embedExternal embedImage display-medium float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/JKOCEPG4X4MP/create-tutorials.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/JKOCEPG4X4MP/create-tutorials.png" alt="Create Tutorials.png" height="728" width="358" loading="lazy" data-display-size="medium" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="-13"></h3><h2 data-id="sms-and-e-mail-session-invite"><strong>SMS and e-mail session invite</strong></h2><p>You can share your ID easily via SMS or Email directly from within the TeamViewer Assist AR app.</p><p>By clicking <strong>Share ID</strong>, you´ll get the option to send out an invitation to connect to your device via SMS, E-mail, or other communication tools.</p><p><br></p><h3 data-id="-14"></h3><h2 data-id="supporting-major-smartglasses"><strong>Supporting major smartglasses</strong></h2><p>TeamViewer Assist AR supports smart glasses and wearable headsets from <strong>Epson</strong>, <strong>RealWear</strong>, <strong>Vuzix and Microsoft</strong>.</p><p><br></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/AYWXQATVJ7CR/smartglass-outlines.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/AYWXQATVJ7CR/smartglass-outlines.png" alt="smartglass outlines.png" height="235" width="1280" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>More information:</p><div class="js-embed embedResponsive" data-embedjson="{"body":"Smart glasses have become commonplace on shop floors, factories, and service calls. Assist AR can be seamlessly integrated into smart glasses and wearable headsets from leading manufacturers. With this capability, a technician’s hands can remain free to do the work needed to support customers.","photoUrl":"https:\/\/static.teamviewer.com\/resources\/2018\/12\/Facebook_v1.png","url":"https:\/\/www.teamviewer.com\/en\/augmented-reality\/smartglasses\/","embedType":"link","name":"Smart Glasses & Wearable Headsets - TeamViewer"}"> <a href="https://www.teamviewer.com/en/augmented-reality/smartglasses/" rel="nofollow noreferrer ugc"> https://www.teamviewer.com/en/augmented-reality/smartglasses/ </a> </div><p><br></p><h3 data-id="-15"></h3><h2 data-id="additional-features">Additional features</h2><p>In addition to the mentioned features above, Assist AR offers:</p><ul><li>Unlimited sessions</li><li>256 bit AES End-to-End Encryption</li><li>Two-factor authentication</li><li>Service Case</li><li>Device management</li><li>User Management</li></ul><p><br></p><h3 data-id="-16"></h3><h2 data-id="pro-features-for-assist-ar-professional%3A">Pro features for <strong>Assist AR Professional:</strong></h2><p>For more advanced use cases and additional functionality, we recommend Assist AR Professional.</p><p><br></p><h3 data-id="connection-protocol">Connection protocol</h3><p>More info here: <a href="https://community.teamviewer.com/English/kb/articles/108908-connection-protocol" rel="nofollow noreferrer ugc">Connection protocol </a></p><p><br></p><h3 data-id="connection-reporting-call-history">Connection Reporting, Call history</h3><p>More info here: <a href="https://community.teamviewer.com/English/kb/articles/2625-connection-reports" rel="nofollow noreferrer ugc">Connection reports </a></p><p><br></p><h3 data-id="connection-billing">Connection Billing</h3><p>More info here: <a href="https://community.teamviewer.com/English/kb/articles/3966-creating-charge-rates" rel="nofollow noreferrer ugc">Creating Charge Rates </a></p><p><br></p><h3 data-id="mobile-sdk">Mobile SDK </h3><p>More info about the SDK here: <a href="https://community.teamviewer.com/English/kb/articles/105845-teamviewer-mobile-software-development-kit-sdk" rel="nofollow noreferrer ugc">TeamViewer Mobile Software Development Kit (SDK)</a></p><p>📌 <strong>Note</strong>: The Assist AR SDK is sold separately. Please contact your account manager.</p><p><br></p><h3 data-id="software-integration%3A-salesforce-servicenow-ms-teams">Software integration: Salesforce, ServiceNow, MS Teams</h3><p>More information here: <a href="https://community.teamviewer.com/English/kb/articles/101378-teamviewer-integration-for-microsoft-teams" rel="nofollow noreferrer ugc">TeamViewer integration for Microsoft Teams</a></p><p>Make sure to reach out to the Service teams to get more information about this feature.</p><p><br></p><h3 data-id="web-api-(general-application-programming-interface)">Web API (general application programming interface)</h3><p>More info on the website: <a href="https://www.teamviewer.com/en/for-developers/" rel="nofollow noreferrer ugc">https://www.teamviewer.com/en/for-developers/</a></p><p>API documentation: <a href="https://www.teamviewer.com/en/for-developers/#api-documentation-section" rel="nofollow noreferrer ugc">https://www.teamviewer.com/en/for-developers/#api-documentation-section</a></p><p><br></p><h3 data-id="ability-to-include-customer-terms-conditions">Ability to include customer terms & conditions</h3><p>More info here: <a href="https://community.teamviewer.com/English/kb/articles/108907-create-assist-ar-custom-module" rel="nofollow noreferrer ugc">Create Assist AR custom module </a></p><p>The custom terms & conditions can be added to the Custom QuickSupport module.</p><p><br></p><h3 data-id="conditional-access-router">Conditional Access Router</h3><p>More information about Conditional Access here: <a href="https://community.teamviewer.com/English/kb/articles/108699-conditional-access" rel="nofollow noreferrer ugc">Conditional Access</a></p><p>Make sure to reach out to the Service teams to get more information about this feature.</p> </article> </main>
