Set up and use Microsoft Teams with Remote Assist to collaborate on a call

A Microsoft Dynamics 365 Remote Assist user on HoloLens can work collaboratively with a colleague (typically an expert in a particular field) during a video call by using Microsoft Teams. The expert can see everything that the Remote Assist user sees, and they can holographically draw and annotate together. For example, let’s say a first-line worker is servicing a very complex machine and isn’t sure how to solve a problem. The first-line worker can call an expert anywhere in the world and have the expert assist with the servicing using annotations or files.

Setting up this collaboration using Teams is simple and it’s free for the expert.

Need more help? Check out Remote Assist FAQ for answers to common questions.

Watch how-to videos about Remote Assist.

What you’ll need

The Remote Assist user (first-line worker) needs:

The expert needs:

  • A PC running Windows 10 with the latest version of Microsoft Teams.

    Microsoft Teams is available as a free download.

  • A free Microsoft account. The expert might already have a Microsoft account if they signed up for the Microsoft App Store, Skype, Xbox, Hotmail, or Outlook.com. If the expert doesn’t already have a Microsoft account, they can sign up for one by going to https://account.microsoft.com/account.

Setup

You can onboard an expert and collaborate using Teams in three easy steps:

Step Description Who does this step?
1. Enable guest access for Teams Administrator
2. Invite the expert to join a team as a guest using the expert’s Microsoft account Administrator or Remote Assist user and expert (to download Teams)
3. Place a call Remote Assist user or expert

Step 1: Enable guest access for teams

  1. If you’re the admin for the main Azure tenant, go to https://portal.office.com/adminportal/ to open the Office Admin portal, and then sign in.

  2. From the menu on the left, select Show More > Settings > Services & add-ins.

    Service & add-ins

  3. Select Microsoft Teams from the list of applications.

    Microsoft Teams

  4. Select Settings by user/license type.

  5. In the drop-down list next to Select the user/license type you want to configure, select Guest.

  6. Set Turn Microsoft Teams on or off for all users of this type to On, and then choose Save.

    Save

  7. Wait an hour for the settings to propagate.

Step 2: Invite the expert to join a team

  1. In Teams, select Join or create a team to create a team if it doesn’t already exist. The Remote Assist user and the expert must be on the same team to communicate.

    Join or create a team

  2. When asked to add members, enter the expert’s Microsoft account.

    Microsoft account

    Note

    If you don’t see the option to add a guest by typing an email address, it’s likely that guest access isn’t enabled on your company’s Azure tenant for Teams. Enable guest access as described earlier in this topic.

  3. The expert will immediately receive an email message and can click the link in the message to open (or download) Microsoft Teams. This version of Teams is free and is not a trial version.

Step 3. Place a call

  1. The expert launches the Teams app and the Remote Assist user on the HoloLens signs in to their account as usual.

    Important

    If this is the first time the expert has launched Teams and the expert has not been invited to any other teams, Teams will automatically take the expert to the correct place. If the expert has been invited to other teams, the expert might need to switch to the appropriate tenant.

    To switch tenants, in the drop-down menu in the upper-right corner of the window, select the appropriate guest tenant:

    Guest tenant

    Note

    Teams might take a few seconds to reload.

  2. Either party can make the call. You might need to search contacts to find the right person.

    Note

    The guest can call any member on the same team. To extend this functionality, invite any other members within your company who would benefit from being able to access this new expert.

Working with annotations

Once Teams is installed, the expert can make video calls to (and receive them from) contacts using Remote Assist on a HoloLens.

When in a call, the expert will see the contact’s space—including the holograms—and can use the Mixed Reality toolbar in the video call window to add holograms.

Mixed Reality toolbar

Draw and annotate

Edit mode

To start annotating a contact’s space, first do one of the following to pause the video stream and enter edit mode:

  • Select anywhere in the call window.

  • Select one of the items on the Mixed Reality toolbar.

  • Select Start editing.

In edit mode, the expert will still see a live stream of the call in the corner of the app window.

Add arrows, ink, and files

Use the Mixed Reality toolbar to place arrows, draw, or add files:

  • To add arrows, select Place arrow Place arrow .

  • To add ink, select Ink Ink .

  • To change the arrow or ink color, select Pick a color Pick a color .

  • To add a file, select Insert files Insert files, and then add an image file or a PDF file.

    Note

    After adding them, images can’t be moved, deleted, or resized by the expert.

Finish editing

When done annotating, do one of the following to finish editing and return to live mode:

  • Select Stop editing.

  • Select the live video feed in the corner of your screen.

Make changes to edits

To make changes to edits, do one of the following:

  • While in edit mode, select Undo to undo the last action.

  • While in edit mode, select Erase all Erase all to erase all of the annotations made during that editing session.

  • While in live mode, select Erase all Erase all to erase all of the annotations made during that call.

Note

Specific drawings or arrows can’t be removed. Only the HoloLens user can make changes to or delete pictures added by an expert.

See also

User Guide
How-to videos
FAQ