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Make calls between Dynamics 365 Remote Assist mobile and Microsoft Teams

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Dynamics 365 Remote Assist customers now have access to Remote Assist in Microsoft Teams mobile. Take advantage of all that Teams has to offer and collaborate with other users!

Technicians using Microsoft Dynamics 365 Remote Assist mobile can diagnose and resolve issues with remote specialists or collaborators using Microsoft Teams desktop or the Teams mobile app. Both call participants can place mixed-reality annotations in each other's space to collaborate effectively.

Note

This article shows how to make a one-to-one call between a Dynamics 365 Remote Assist mobile user and a Teams desktop or mobile user. Learn about group calls with at least two Teams users.

Prerequisites

How it works

  1. Launch and sign into Dynamics 365 Remote Assist on an iOS or Android phone or tablet.

    Important

    The mixed-reality toolbar will not appear if the Dynamics 365 Remote Assist user joins the call from two different devices.

  2. Search for the remote collaborator's name.

    Screenshot of Dynamics 365 Remote Assist mobile, showing the contacts screen and highlighting the search icon.

  3. Select the remote collaborator's name, and then select Launch Call.

    Screenshot of Dynamics 365 Remote Assist mobile showing the Launch Call button.

    Note

    If Dynamics 365 Remote Assist Mobile and Teams mobile are both installed on the same device, learn where incoming call notifications are received.

  4. If the remote collaborator answers the call on Teams desktop or Teams mobile, the technician's live video feed is shared with the remote collaborator's device screen.

    Technician Remote collaborator
    Screenshot of technician's mobile app screen. Screenshot of remote collaborator's Teams desktop screen.

  5. Either call participant can place annotations in the shared environment. The mobile app participant places the annotation in their own environment. The Teams desktop participant selects Start editing, and then places the annotation.

    Note

    After the remote collaborator selects Start editing, the remote collaborator can add mixed-reality annotations on a frozen frame of the shared environment. When the remote collaborator selects Stop editing, the annotation appears in the technician's shared environment.

    Technician Remote collaborator
    Screenshot of technician's mobile app screen with annotation. Screenshot of remote collaborator's Teams desktop screen with annotation.

  6. The technician can use the call controls toolbar to change between a video call and audio-only call, mute or unmute their microphone, turn the speaker on or off, or end the call.

    Screenshot of the Dynamics 365 Remote Assist call controls toolbar.

    Selecting the More button from the call controls toolbar enables the technician to add participants, share their space and annotations, share their screen, or record the call.

    Screenshot of the Dynamics 365 Remote Assist call controls toolbar with More button highlighted and opened.

  7. During the call, participants can capture and annotate on snapshots, send messages, share files, and more.

What happens when Dynamics 365 Remote Assist mobile and Teams mobile are installed on the same device

iOS

If the remote collaborator receives the call on a mobile device with both Dynamics 365 Remote Assist mobile and Teams mobile installed, the remote collaborator gets incoming call notifications only on Teams mobile.

Android

If the remote collaborator receives the call on a mobile device with both Dynamics 365 Remote Assist mobile and Teams mobile installed, the remote collaborator gets incoming call notifications:

  • Only on Teams mobile if Teams mobile incoming call notifications are enabled in the Settings page.

  • Only on Remote Assist mobile, if Teams mobile incoming call notifications are disabled in the Settings page.

  • In neither of the apps if all notifications are disabled in the Settings page.

    Screenshot of Teams Settings page.

Important

The Dynamics 365 Remote Assist mobile app needs to be installed or updated after installing the Teams mobile app for the Dynamics 365 Remote Assist app to successfully access Teams settings data.