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Does Remote Eye work on Hololens?
FAQ · Frequently Asked Questions » Does Remote Eye work on Hololens?
No. Remote Eye does not currently work on Windows Mobile OS.
Will Remote eye work on Apple Vision Pro?
FAQ · Frequently Asked Questions » Will Remote eye work on Apple Vision Pro?
Yes, Remote eye will work on Apple Vision Pro.
It is possible to install Remote Eye on Premise?
FAQ · Frequently Asked Questions » It is possible to install Remote Eye on Premise?
Yes, it is possible to install Remote Eye on-premise, but there are some technical requirements. The three different possibilities are listed in the Remote Eye Technical document. The cost depends on the hours it may cost us to implement. We need to talk with their…
Where can I download Remote Eye versions?
FAQ · Frequently Asked Questions » Where can I download Remote Eye versions?
iOS Google play
What are Remote Eye’s bandwidth requirements?
FAQ · Frequently Asked Questions » What are Remote Eye’s bandwidth requirements?
In WebRTC, unfortunately, there is no required bandwidth magic number. There are different considerations, like UDP ports opened or closed, call mode chosen, if there is a firewall blocking communication so the video must go through the video server or not, and some…
What is the data consumption of Remote eye?
FAQ · Frequently Asked Questions » What is the data consumption of Remote eye?
Calculations are approximate and depend on the video quality achieved during the session. - 240p -> 65 Mb/h - 480p -> 110 Mb/h - HD -> 450Mb/h - Full HD -> 1,5 Gb/h
Can I integrate Remote eye into my system (CRM, ERP, SCM, TMS…)?
FAQ · Frequently Asked Questions » Can I integrate Remote eye into my system (CRM, ERP, SCM, TMS…)?
Remote eye has an API from which data generated during calls can be downloaded and assigned to another system. Documentation Remote eye can be integrated with Salesforce. Wideum team will create an installable package to integrate Remote eye into your Salesforce…
Supported devices
Remote eye » Overview » Supported devices
Expert PC, MAC, Android Chrome 28+ (recommended) Firefox 24+ Microsoft Edge iOS Safari 11+ Chrome 28+ Operator Realwear hmt-1, hmt-1Z1, Navigator 500, Navigator 520, Navigator Z1 Epson Moverio BT300, BT350, BT 40-S, BT45CS, BT45C,…
FAQ · Frequently Asked Questions
FAQ · Frequently Asked Questions
Does Remote Eye work on Hololens? How to improve video/audio quality How long is the information stored? How to test a customer’s network It is possible to install Remote Eye on Premise? Remote Eye is not working or video quality is low What are Remote…
Introduction
Remote eye Direct » Overview » Introduction
Remote eye Direct is a stand-alone product that allows an Expert and a Operator to communicate remotely with a chat and video remote assistance system. Remote eye Direct does not need to install any app, it works with the web browser.The Expert connects from the…
Roles
Remote eye » Overview » Roles
Expert The Expert connects with an operator to guide them during the execution of the process. They access the website with their username and password by clicking here. The Expert visualizes and organizes the different associated devices, which are then used by…
Invite a guest expert
Remote eye » Field Operator Account » Call » Invite a guest expert
How to invite an Expert (from the device) With this function, the Operator can receive support from an external user who does not have an Expert account. This tool generates a Temporary Expert Account, linked to the device, which will delete any image or…
Chat
Remote eye Direct » Chat
Upon entering the room, both the Expert and the Operator are confronted with a chat. The Operator can write and read the Expert’s text messages. Control resides with the Expert, who is the one who knows the platform. Remote eye and Remote eye Direct are…
Call
Remote eye Direct » Call
Within the room, at any time, the Expert and the Operator can request the initiation of a remote assistance video call. The Expert will visualize the Operator’s screen, and has the tools to support him in real time. At the end of the call all the information…
Tools
Remote eye » Expert Account » Tools
Red Dot Flashlight Share screen Share screen Screen capture Live drawing Tag Video Recording Webcam Zoom Comments Resolution GPS Barcode and Electricity counter ML reader Low data mode Realwear Navigator…
Access to stored information
Remote eye Direct » Access to stored information
In each session the system stores the photos taken, videos, tags, etc. This information is available in the Remote eye library and is also accessible from the open Remote Eye API. For more information see Remote eye library
Tools
Remote eye » Field Operator Account » Tools
Blue dot Disable video recording Mute chat Face Masking
Video Recording
Remote eye » Expert Account » Tools » Video Recording
Video Recording This tool allows the Expert to record the video call with the Expert By pressing the button, the video recording will start. The video will be available in the Library, during the call, and in the User History. The video will be played on a…
Device
Remote eye » Expert Account » Device
Add a new device Share a new device Add a new device with SMS or QR code Make a call Unlink a device
Introduction
Remote eye » Overview » Introduction
Remote eye is a remote assistance software that improves communication and knowledge management between an Expert and a local Operator remotely. The Expert will be able to remotely visualize what the technician has in front of his eyes to guide and assist him in the…
Administrator Account
Administrator Account
Create a new Expert Manage devices List Experts List Devices
Roles
Remote eye Direct » Overview » Roles
Expert The Expert connects with an Operator to guide them during the execution of the process. The Expert can send an SMS, send an email or connect by direct link to an Operator in need of immediate assistance The Expert can send an SMS, send an email or connect…
Library
Remote eye » Expert Account » Tools » Library
Upload a file Share/Edit/Delete files Messages
Add a new device with SMS or QR code
Remote eye » Expert Account » Device » Add a new device with SMS or QR code
Alternatively to the linking of devices using the four-digit code, the Expert can send a free SMS using the platform. By simply clicking on the SMS notification, the mobile phone will be able to install the Remote eye mobile application and will be automatically…
Multi-call
Remote eye » Expert Account » Device » Multi-call
Invite a temporary expert Multi-call features
Contacts
Remote eye » Expert Account » User history » Contacts
Contact information The Experts can access the contact details by clicking the “info” button on the contact in the main menu. In the contact details the Expert can edit, delete, and share the contact information and access to the user history of…
Picture in Picture (PiP)
Remote eye » Expert Account » Tools » Picture in Picture (PiP)
With the Picture-in-Picture (PiP) feature, it is possible to keep the video received in Remote eye in a small floating window, maintaining communication while using the computer to open other applications. Along with the screen sharing tool (blank):…
How to improve video/audio quality
FAQ · Frequently Asked Questions » How to improve video/audio quality
If the network has opened port UDP 3478 the communication will improve. Please note it should be opened in both points, experts and devices. For the best possible experience, we recommend opening UDP ports 1025 – 65535. Low data mode tool. Specially…
Server backup
FAQ · Frequently Asked Questions » Server backup
Remote Eye server makes three daily DB and pictures backups stored in three different locations. One backup copy is stored offline.
Unlink a device (from the device)
Remote eye » Field Operator Account » Unlink a device (from the device)
Unlink a device In the Remote Eye field application, the Operator can unlink the device manually by clicking in the (Logo), located in the right lower corner. After this action is completed, this device is available to be added to another expert´s…
Realwear Navigator Thermal Camera
Remote eye » Expert Account » Tools » Realwear Navigator Thermal Camera
Realwear Navigator Thermal Camera Remote eye is compatible with Realwear Navigator Thermal Camera. Select Thermal mode off/on before starting the call. During the call the Expert will be able to make screenshots and take videos.
How to test the quality of the network
FAQ · Frequently Asked Questions » How to test the quality of the network
Vonage Video API shares an open source application which will tell you if the connected network is webRTC compatible. The application also identifies line quality, system configuration, and displays the expected quality of a Remote eye call. Link
Make a call
Remote eye » Expert Account » Device » Make a call
How to call the Operator When the Operator is online, he/she will appear in green, and in red if he/she is offline. Once the operator is online; the Expert would press the button on an online contact to start a call. Then the Expert can choose…
Comments
Remote eye » Expert Account » Tools » Comments
Comments - The Expert can add comments during the call which will be shown in the call section of the library.
List Devices
Administrator Account » List Devices
List Devices Filters The Administrator has different ways to filter all the Expert information: The entries of the list can be set up in 4 different options: 10,25,50,100 The Administrator has also a “search option” that will filter the…
Servers
Security and Privacy » Architecture » Servers
- Servers and databases are stored in AWS, France zone - It is possible to integrate the server in the customer’s datacenters - Availability > 99% - Wideum servers scale horizontally to serve at times of high demand. - Microsoft Defender antivirus - Public…
Tag
Remote eye » Expert Account » Tools » Tag
Add a Tag The Expert can add a tag to the call the will appear in the call section of the library.
Upload a file
Remote eye » Expert Account » Tools » Library » Upload a file
Library During the call, the Expert is able to upload files and send them to the Operator’s device by clicking the button. The Expert can send images and documents. The compatible formats are jpg, png, and pdf. The user history located on the menu…
Share/Edit/Delete files
Remote eye » Expert Account » Tools » Library » Share/Edit/Delete files
Share/Edit/Delete files During the call, the Expert has a set of different tools depending on the type of file. Image: Send The Expert can send the image of the Library to the Operator device. To stop the image visualization the Expert has to press the…
Invite a temporary expert
Remote eye » Expert Account » Device » Multi-call » Invite a temporary expert
How to make a multi-call With this tool, an Expert can invite other Experts to join the current call. During the call, the Expert can click the button to invite another Expert. After clicking the button the main Expert has two ways to invite a temporary…
Resolution
Remote eye » Expert Account » Tools » Resolution
Resolution Resolution can be set up during the call and it will affect the image quality of the video. The resolution presents 1080p (Full HD), 720p (HD), 480p (MEDIUM) and 240p (LOW) video quality. The resolution can be also affected in the multi-call. For…
Troubleshooting
Troubleshooting
Troubleshooting It is necessary to have at least TCP port 443 open. Opening UDP port 3478 is not necessary but recommended in order to obtain better quality. For the best possible experience, opening UDP ports 1025-65535 is recommended. It works well with most…
Manage devices
Administrator Account » Manage devices
Manage devices With this function, the Administrator can link the Expert account to the device. The Administrator can select the device in the “Device/Contact” selection. After the device is selected, 2 lists will appear. On the left…
Reports
Remote eye » Expert Account » User history » Library » Reports
Call Report At the end of a call a report is generated in the library. This report can be printed/downloaded in PDF format. The report includes: 1. The participants of the call 2. The start and end date. 3. The duration of the call. 4. If the transcriptions are…
Create a new Expert
Administrator Account » Create a new Expert
Create a new Expert The Administrator can create Expert accounts by using this function The Administrator has to fill in a form with the data of the Expert’s account and set the permissions. The Administrator can save the changes by pressing the …
Rooms
Remote eye Direct » Rooms
Create a room from the Remote eye Expert to start the conversation with an Operator. To do this, press the “Direct call” button. You can find this button at the top left of the main Contacts screen. In the following window you can choose how to send the…
List Experts
Administrator Account » List Experts
List Experts Filters The Administrator has different ways to filter all the Expert information: The entries of the list can be set up in 4 different options: 10,25,50,100 The Administrator has also a “search option” that will filter the…
Multi-call features
Remote eye » Expert Account » Device » Multi-call » Multi-call features
Red and green dots This tool provides for the Expert and the Invited Experts a way to indicate where the operator should focus more efficiently. The Experts can click on the video image to show the Red Dot or Green Dot in case they have been invited to the…
Disable video recording
Remote eye » Field Operator Account » Tools » Disable video recording
Disable video recording The Operator can enable/disable the video recording feature. If video recording is disabled, the icon will not appear on the Remote Expert’s screen, even if the call is in full mode.
Unlink a device (from Expert Account)
Remote eye » Expert Account » Device » Unlink a device (from Expert Account)
Remove a device In the Remote Expert account on the PC, the expert can unlink a device by clicking the (i) in the user they want to remove. In the upper right corner, click the and the device will be removed from the Expert´s contacts.
Add a new device
Remote eye » Expert Account » Device » Add a new device
Add a new device Open the application on the Operator device. A four-digit code will appear. In the Remote Expert account on the PC, by pressing the button and enter the code and a name, the Operator device will be registered. Furthermore, the Expert can…
Groups
Remote eye » Expert Account » User history » Groups
Groups This feature is available In the Remote Expert account on the PC, by pressing the button. This tool allows the expert to synthesize contacts into specific groups, for better access. By pressing the button a menu would let you choose between ¨See all¨ to…
Staff
Security and Privacy » Staff
- Wideum staff use nominal accounts. - Wideum’s administration follows the principle of least privilege, so that each Wideum member only has access to what is strictly necessary for his or her work. - Need to know / need to use policy applied. - Wideum staff…
Screen capture
Remote eye » Expert Account » Tools » Screen capture
Screen capture The Expert can take a screenshot, make notes on relevant parts of the image, and then send it back to the device and also to the Invited Expert during a multi-call Types Screenshots: the screenshot is taken from the video. This mode is…
Webcam
Remote eye » Expert Account » Tools » Webcam
Webcam This tool enables you to turn on the Expert’s front camera. The device will view on its screen the video broadcasted by the Expert camera. This function will only appear when the Expert is using a device with a webcam/front camera and the…
Screen share (device)
Remote eye » Expert Account » Tools » Screen share (device)
Screen share (device) This tool allows the operator to share its device screen with the Expert. Allows the Operator to receive help from the Expert about any other application installed on the device, as well as to share data or information stored on the…
Red Dot
Remote eye » Expert Account » Tools » Red Dot
Red Dot This tool provides the Expert a way to indicate where the operator should focus more efficiently. The Expert can click on the video image to show the Red Dot. This point would be visualized on the Operator’s device and it has a duration of 3…
Blue dot
Remote eye » Field Operator Account » Tools » Blue dot
Blue dot This tool provides for the Operator a way to indicate more efficiently. The blue dot is only available in smartphones, tablets, and Epson smartglasses. The Operator can click on the video image in order to show the Blue Dot. This point would be…
Messages
Remote eye » Expert Account » Tools » Library » Messages
How to send a message The Expert writes a message in the text box and sends it to the Operator by clicking the button. This message will appear at the bottom of the Operator’s device and have a maximum of 100 characters per message. This message…
ISS
Security and Privacy » ISS
Wideum has an information system security policy in place. It outlines the extent to which security controls specified in Wideum’s policy apply to Wideum’s information systems. It provides a detailed summary of the controls implemented and their relevance…
Flashlight
Remote eye » Expert Account » Tools » Flashlight
Flashlight This tool allows the Expert to illuminate darker places using the device’s flashlight remotely. By clicking the button, it would enable/disable the device’s flash-light. This option is not available on some devices
Architecture
Security and Privacy » Architecture
- Server is installed in an EC2 instance, on an RDS instance is the database. - The media files are stored in an S3 bucket. - Communication is done by secure websockets or by https post statements. - The technician’s applications are iOS and Android mobile…
Low data mode
Remote eye » Expert Account » Tools » Low data mode
Low data mode Low data mode reduces the video’s Frame Rate to ensure the quality of the image. Activate low data mode by pressing button. The resolution will be adapted to the lowest possible resolution to ensure the quality of the call. You can adapt the…
Barcode and Electricity counter ML reader
Remote eye » Expert Account » Tools » Barcode and Electricity counter ML reader
Barcode and Electricity scanner This tool allows the expert to scan a bar code and/or electricity counter to store this information and access it easier. By clicking, the , two scanning options will appear QR or barcode reader and a meter reader. A pop-up…
Share a new device
Remote eye » Expert Account » Device » Share a new device
Share a device This method is useful in case the Expert needs to share a device already registered to another Expert account. The Expert has to press the info button on the Operator contact. Once the contact information is displayed, the Expert has to…
Calls
Remote eye » Expert Account » User history » Library » Calls
Call history The Expert can check all the calls made to the Operators account. Filters The Expert can filter the information according to the contact that has called by selecting the account name in the contact section. Features The call table is divided…
Voice translation
Remote eye » Expert Account » Tools » Voice translation
Real-time speech-to-speech translation This tool permits to translate Operator or Expert voice to other language using AI. +50 languages availables. The Expert selects a language and clicks on the icon to start the real time translation. When the…
