HELP FILE

Managing a Camera Share Session

    Everything you need to know about features and tools available to you during camera share sessions.

    What can the Agent Do During a Camera Share Session

    During a Camera Share session, the following features and tools are available to the support agent.

    End session
    Mute/Unmute audio
    The agent can mute/unmute the audio connection at any time during the session.
    Volume on/off
    The agent can turn on or off the volume at any time during the session.
    Start Annotation
    During an active session, the agent can freeze the video stream, and highlight particular areas or objects of interest.
    Free sketch
    The agent can draw freehand annotations that are visible on both the agent's and the end-user's device screen.
    Smart sketch
    The agent's drawing motions are auto-completed into readily-available shapes, such as, a circle, a straight line, or a square frame. These annotations are visible on both the agent's and the end-user's device screen.
    Restriction: This feature is not available for agents accessing the Live Lens Agent Console from a mobile device.
    Highlighter
    The agent can draw freehand to highlight particular areas or objects using the selected color.
    Color picker
    The agent can select the color for the annotations.
    Add text
    The agent can insert an editable text box to help the end-user with written annotations.
    Numbered arrows
    The agent can draw straight lines to add arrows with incremental numbers.
    Undo/Redo
    The agent can undo or redo the last action they performed during the session.
    Clear all
    The agent can delete all annotations from the screen.
    Snapshot
    The agent can create screen captures/snapshots during a support session.
    Full-screen
    The agent can enter and exit full-screen mode at any time during the session.
    Notes
    The agent can take notes during the session by clicking Notes. The panel is split to Notes and Accounting Info. The agent can save their notes by clicking Save.

    What can the End-user do during a Camera Share Session

    During a remote view session, the end-user can perform following actions.

    Exit
    The end-user can end the session at any time during the session by tapping the Exit icon.
    Mute/Unmute audio
    The end-user can mute their microphone at any time during a session by tapping the Mute/Unmute audio icon.
    Turn camera on/off
    The end-user can turn their camera on or off during a session by tapping the Camera icon.
    Note:

    When the camera is turned off, only the stream is stopped, the support session stays active in the Console.

    Article last updated: 21 July, 2022