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Posted by Community Manager
Community Manager

FAQ - Using Pilot in healthcare

Hi all,

I want to start this FAQ with a hearty THANK YOU to all of you standing in the front line of our medical system fighting for our lives day and night!
While we are staying at home for you, you are there for us! We can´t thank you often enough.

Honoring our mission to empower people to help people from anywhere, anytime, on any device, TeamViewer Pilot is proud to help healthcare professionals get remote support for technical issues and share knowledge with new medical staff, recent graduates, and student interns while enabling their IT teams to provide remote guidance to fix medical equipment and device issues immediately - without waiting for field technicians.

This FAQ has been written as a starting point for you to benefit from the app immediately.

 

What is TeamViewer Pilot?

TeamViewer Pilot is TeamViewer’s Augmented Reality solution that enables subject matter experts to fix issues on-site by remotely assisting on-site staff like medical staff, recent graduates, and student interns through troubleshooting, problem resolution, product setup, and more. 

TeamViewer Pilot makes it possible to connect to the camera image of a mobile device and get its image transmitted to a computer in real-time whilst being able to talk to each other via VoIP and interacting with 3D annotations to help the user on the mobile device to fix issues in the real world by drawing and highlighting on the screen onto real-world objects.

 

How do I get started?

No worries- all is easily done and we guide you through the steps: 

  1. Request a free license for your health care department here: https://www.teamviewer.com/en/content/pilot-free-for-medical/
  2. Activate the TeamViewer Pilot license you got via email. Simply follow the steps mentioned in the mail or see this article: How to activate your Pilot License (for more than one technician)

As in any TeamViewer connection - two parties are involved:

  1. The one receiving support (= Receiving side)
  2. The one giving support (= Expert side)

We will get through the different technical setup for the two parties now. Please see the list of supported operating systems here.

Setup for the one receiving support

  1. Install the TeamViewer Pilot App on your mobile device:
    1. Google Play
    2. App Store
  2. Start the app on your mobile device
  3. The app will ask you for permission to use your microphone and camera as well as to send you notifications. Please accept the request.
  4. Prepare to share Your ID with the one giving support via telephone, SMS (messaging), WhatsApp, email, etc.

Hint: Via the Share ID Button, you can easily share the ID via your mobile device.

Setup for the one giving support

  1. Install the TeamViewer Full version on your computer. You will find the download here: Download TeamViewer
    • Alternatively: Download the TeamViewer Remote Control app on your mobile device (Google Play | App Store)
  2. Login to your Computers & Contacts list with your licensed TeamViewer Account
  3. You are now ready to connect to a TeamViewer Pilot app.

 

Where can I download TeamViewer Pilot?

For the receiving side:

You can download TeamViewer Pilot based on your device here:

For Android: Download TeamViewer Pilot from Google Play :

For iOS: TeamViewer Pilot from the App Store 

For your Smartglasses: Download the apk 

For the expert side:

Working from Windows or Mac: Download the TeamViewer fullversion for Windows and Mac here

Working from Android or iOS: Download the TeamViewer Remote Control app on your mobile device (Google Play | App Store)

 

How to make a Pilot connection?

You can make a connection in a few simple steps (for this guide, we were using a connection from a Windows device to an iPhone):

  1. Open your TeamViewer and insert the ID from the Pilot app into the Partner ID field in your TeamViewer application and click Connectconnect to Pilot.png

     

  2. The mobile device will receive a TeamViewer Pilot Video call from you - this call needs to be accepted by the mobile device user20200408_125032856_iOS.png

     

  3. The connection will be established and you can see the video taken by the mobile device's camera on your screen.

 

Are mobile to mobile connections possible?

Yes - You can use an iOS or Android device to connect and support anyone with a smartphone or smart glasses.

  • For the expert side: Download the TeamViewer Remote Control app on your mobile device (Google Play | App Store)

 

 

Which features does TeamViewer Pilot have?

Remote camera sharing and real-time video streaming

  • As soon as the person requesting assistance accepts the call from the remote expert, the smartphone/tablet camera image is transmitted in real-time to the expert in front of a Windows or Mac computer.

HD VoIP

  • Both connection partners can talk to each other over VoIP.
  • For better audio quality, especially in a noisy environment, we recommend using a headset.
  • The VoIP is activated by default like a regular video call. You can mute and unmute the VoIP at any time via the side-menu:mute_unmute.png

     

3D annotations/arrows

  • The one receiving support as well as the expert can create 3D arrows. To distinguish who placed the arrows, they have different colors.
    • Receiving side: By tapping on the mobile screen you can place 3D arrows that stick to real objects.
    • Expert side: By left-clicking on the mouse you can place 3D arrows that stick to real objects. 
  • To make sure you are talking about the same issue; every arrow includes a number.
  • Both connection partners can undo placing their last arrow.
  • Upon confirmation, both connection partners can remove all markers placed within the session.Annotation.png

     

Tutorials

  • The person using the Pilot smartphone/tablet app can create video tutorials, without establishing a remote connection.
  • Within the video, it is possible to place 3D arrows that stick to real objects.
  • After recording the video, including a voiceover if desired, it is possible to save or directly share the video with someone else.

Freeze Image

  • Pause the video stream to get a clear still image to highlight and discuss technical details, as well as work hands-free.

Screenshot

  • The expert can make screenshots from within the menu in the lower right corner of the connection windowTake screenshot.png

     

  • After clicking on the camera icon, the explorer opens and you can choose a path to save the screenshot

Recording

  • Via Files & Extras the expert click on Start session recording Session Recording.png

     

  • This causes a PopUp on the receiving side informing the mobile device user that the Expert wants to record the session. The recording starts only after the request has been accepted by the one on the mobile device.

  • The Screen Recording button turns red as an indicator that the session is currently being recorded Session Recording on.png

     

  • Clicking on the button again (now named Stop recording) will stop the recording. The explorer opens and the expert can choose a path to save the recording in the .webm format. This format can be opened with most regular web-players e.g. with a VLC player. 
  • If you do not select a path to save the file, a PopUp appears asking the expert whether s/he wants to discard the recorded session file. Clicking on Discard will discard the file, clicking on Cancel will open up the explorer again to choose a path to save the file.

Send files

  • 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 windowSend files.png

     

  • 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. 
  • Depending on the direction of the file transfer, the expert or the receiving side gets a notification (mobile device) or the explorer popping up to save the file (expert side)Notification on mobile deviceNotification on mobile device

     

Are TeamViewer Pilot connections secure?

Yes - within TeamViewer's secure global network, all remote connections are secured end to end with RSA public/private key exchange and AES (256-bit) session encryption.

How to use the side menu?

On the mobile device, you will have a small side-menu that offer you small buttons with different actions during the Pilot connection. You can simply tap on the buttons to use the feature:

  1.  Close the connectionClose connection.png

     

  2. Delete all markersDelete all markers.png

     

  3. Undo last actionUndo last action.png

     

  4. Mute / unmute microphonemute_unmute.png

     

  5. Enable flashlightenable flashlight.png

     

  6. Minimize side menuminimize menu.png

     

  7. Freeze imagefreeze image.png

     

 

How to create a video tutorial?

The TeamViewer Pilot app allows recording video tutorials that can be sent and reviewed to others. It is not needed to establish a remote connection to create a tutorial. Only the TeamViewer Pilot app is needed.

To record a tutorial, please

    1. open the TeamViewer Pilot app
    2. click on Create TutorialCreate tutorial.png

       

Within the video, it is possible to

  • place 3D arrows that stick to real objects,
  • add texts,
  • draw freehand and
  • record your voice.

This helps to make it easier to follow the steps or processes described in the tutorial.

After recording the video, including a voiceover if desired, it is possible to save or directly share the video with someone else. You can also discard the video and start a new one.

The number of tutorials you can create is not limited.

Can I support smart glasses?

Yes - TeamViewer Pilot is proud to partner with industry-leading
smart glasses and wearable headset manufacturers.

Supported smart glasses:

Vendor Model
Vuzix
  • Blade
  • M300XL
  • M400
Epson
  • BT-300
  • BT-350
RealWear
  • HMT-1
  • HMT-1Z1

 

For your Smartglasses: Download the apk 

Video: 

Fix real world problems with Augmented Reality and TeamViewer Pilot

While this video is not necessarily made for the healthcare industry, it gives an idea in a very great way of the possibilities you have with Pilot for troubleshooting, education and providing guidance. And with just one-minute duration, it is worth watching it.

Why should you use TeamViewer Pilot?

TeamViewer Pilot can help you in a variety of situations. 

As long as you have at least a working 3G internet connection and your smartphone with the TeamViewer Pilot app, technicians, subject matter experts, doctors or other people depending on your current situation can help you via a simple Pilot connection, showing you how to repair, adjust or use a real-life object like a new ventilator, you have not used before.

Find more videos in the thread below or here: https://community.teamviewer.com/t5/TeamViewer-Pilot-Support/FAQ-Using-Pilot-in-healthcare/m-p/90938...

 

 

 

 

Community Manager

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5 Replies
5 Replies
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Posted by TeamViewer Star
TeamViewer Star

Re: FAQ - Using Pilot in healthcare

Please add an information how to add/create markers on the supporter/expert side.

Regards,
mLipok , AutoIt MVP

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Posted by Community Manager
Community Manager

Re: FAQ - Using Pilot in healthcare

Hi @mLipok 

Thanks for your suggestion.

Just to confirm, do you mean the 3D arrows?

 3d annotations.png

 

Thanks,

Esther

Community Manager

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Posted by TeamViewer Star
TeamViewer Star

Re: FAQ - Using Pilot in healthcare

Yes and this kind of circle:
https://youtu.be/Z5DVsF1EVS8?t=33

And any other awsome feature like this.

btw.
I would also propose to make a Video how to use each TeamViewer Pilot feature on the Supporter/Expert side.
That every single user will know what the exactly mean.

 

Regards,
mLipok , AutoIt MVP

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Powered by Augmented Reality you can now troubleshoot issues that go beyond your screen. Help resolve any kind of equipment, machinery, and infrastructure is...
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Posted by Community Manager
Community Manager

Re: FAQ - Using Pilot in healthcare

Hi @mLipok ,

Great idea and look what I found!
I hope that these videos are already a helpful starting point for a lot of people!

Video - Establish Connection

 

Video - Annotation features on desktop

 

Video - Annotation features

 

Video - Text to marker

 

Video - Flashlight function 

 

Video - Take screenshot 

 

Video - Send documents

 

Video - Smart glasses

(Some of them are currently without music)

We have an Idea!

What we could do is making a small campaign asking our users to create how-to videos for TeamViewer Pilot which are explaining the different features in more detail! 

And we will review those videos and promote the best videos on our channels.

What do you think?

Best, Esther

Community Manager

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Posted by TeamViewer Star
TeamViewer Star

Re: FAQ - Using Pilot in healthcare

BIG Thanks

Regards,
mLipok , AutoIt MVP

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