Telepresenz® Remote Mentor Solution

User Guide

Table of Contents

Administration Workflows

Administrator

Adding Users 

Adding Groups 

Account Details

Cancelling a subscription/purchase

Deleting an account

Usage Details

Upgrade/Downgrade between Basic to Pro Plans

Remote Mentor Module

Supported Browsers for Experts

Expert Workflows

Calling Technicians

One to Many Mode

Expert features in Basic and Pro Plans

Expert features in Pro Plus and Enterprise Plans

Guest User Function

One to One Mode

Expert Features in Basic and Pro Plans

Expert Features in Pro Plus and Enterprise Plans

Technician Applications 

Android and iOS Application

Technician Workflows

Call Expert

Technician Functions in Basic and Pro Plans

Technician Functions in Pro Plus and Enterprise Plans

Technician connecting via browsers on handheld devices

Workflow Module

Expert Functions

Create Job

Edit Job

Assign Job

Monitor Job

Download Report

Clone Job

Technician Functions

Languages Supported

Frequently Asked Questions

Contact Us

HMT-1 Users Cheat Sheet

Troubleshooting tips

Administration Workflows

Administrator

When a plan is purchased, the Administrator of the account will be required to complete the registration process via the secure link sent to the email address provided during the purchase.

On completion of the registration process the Admin will receive a confirmation of registration and can log into the web portal to add users/groups.

Adding Users

Basic and Pro Plans

  1. Under the Users tab click the green ‘+’ icon to add users. 
  2. Each user will need to be assigned to a purchase based on usage requirements. 
  3. Default user role is ‘Technician’. Technicians require a native Android or iOS application to be installed on their mobile/wearable devices. Technicians are be able to log into Telepresenz by utilizing a QR code provided in their welcome emails. Providing a serial number will ensure that only this specific device is authorized for this user.
  4. If the user is an Expert, check the box indicating this role be assigned to the user. If unchecked, this will indicate that the user will have the role of a ‘Technician’.
  5. Once the user is added, the user will be required to complete the registration process via the secure link sent to the user’s email address provided.
  6. Once the user has completed registering, the user will become available to be added to Groups.
  7. Registered users will receive welcome emails confirming their login credentials. Users who are ‘Technicians’ will receive a QR code for easy sign in, and a link to download and install Telepresenz application on their iOS or Android devices.
  8. If the Admin is also an ‘Expert’, click the edit user icon for the Admin, and check the box indicating this role be assigned to the Admin.

Pro Plus Plans and Enterprise Plans

  1. Under the Users tab click the green ‘+’ icon to add users.
  2. Download the CSV template and add users.
  3. If the user is an Expert, Is Expert value must be ‘True” to have this role be assigned to the user. If the user is a Technician, Is Expert value must be ‘False”.
  4. Upload the filled sheet by selecting the ‘Upload Users’ button. Each of the users will receive emails inviting them to register. 
    1. Each of the users will be required to complete the registration process via the secure link sent to the user’s email address provided.
    2. Once the user has completed registering, the user will become available to be added to Groups.
    3. Registered users will receive welcome emails confirming their login credentials. Users who are ‘Technicians’ will receive a QR code for easy sign in via their devices, and a link to download and install Telepresenz application on their iOS or Android devices.

Adding Groups: 

  1. Under the Groups tab, click the green ‘+’ icon to add a group.
  2. After a group is created, click on the edit group icon to select users for that group.
  3. Basic and Pro Plans
    1. Groups will include one Expert supporting multiple Technicians within that group. Select the Technician/s and an Expert for each group from the dropdown list. Note: If a user has not completed the registration process, the user will not appear in the list.
    2. Each Group will have unique users (Expert and Technicians). The same Expert or Technician cannot be in multiple groups. 
  4. Pro Plus Plans and Enterprise Plans: 
    1. Pro Plus Plans and Enterprise Plans configured for multiple Experts to be added to a Group will be allowed to add multiple Experts and Technicians to a Group. Note: If a user has not completed the registration process, the user will not appear in the list.
    2. Experts and Technicians can be a part of multiple groups
  5. Admins that are also assigned the role of ‘Expert’ will need to be added into a group to be able to participate in calls.

NOTE: A user (Technician/Expert) has to be added to a Group to be able to call or join a session.

Account Details: This tab provides the Admin information on all the purchases for the account including number of licenses purchased ‘User Licenses’ and those that are available to be assigned ‘Available licenses’.

Cancelling a subscription/purchase: The Admin can cancel a purchase under the Account Details tab. Cancelling a purchase will deactivate all users associated with that purchase.

Deleting an account: The Admin can delete an account under the Account Details tab. Account deletion is enabled after all purchases/subscriptions have been cancelled.

Usage Details: The Admin can access usage details for all users/groups within the account under the Usage Details tab.

Upgrade/Downgrade between Basic to Pro Plans: Admins will purchase a new plan, delete the original plan and add back all the users to the plan purchased. Groups will need to be configured again by selecting the users for each group. Refunds/additional charges will be reflected on the credit card used for the purchase.

Remote Mentor Module

Supported Browsers for Experts

Expert access to Telepresenz is supported on the following browsers on desktop operating systems.

    1. Chrome Version 80.0.3987.149 
    2. Firefox Version 74.0 

Browsers supported Mac OS and Apple Devices:

  1. Safari 11 on macOS Sierra and OS X El Capitan
  2. Safari 12 on macOS Mojave
  3. Safari on iPad and iPhone iOS 12.4 and above

For older browser versions, a dismissible warning banner is shown that requests users to update. However, we strongly recommend that users upgrade to the latest browser version to ensure compatibility support with their browser.

Expert Workflows

  1. Expert logs into Telepresenz and sees the list of Groups assigned to this user. 
  2. Expert has access to view list of Users with their roles, and Usage Details for each User/Group.

Calling Technicians

Group Call

  1. Under Groups tab, Expert clicks on the green ‘Start Session’ video icon to simultaneously call all users within that group. Users will receive incoming call notifications on their devices if they are online. When users ‘Accept Call’, a session is automatically started, and video feeds of those users will start to publish to the Expert dashboard. 

Individual Call

  1. Under Users tab, Expert can call a specific Technician if the user is online to start a video session. When the Technician ‘Accepts Call’ being received on device, the user’s video feed will start to publish to Expert’s dashboard, and collaboration can begin. 

One to Many Mode: These global controls are represented by the icons present in the top header bar of the Expert session dashboard and are used for one-to-many collaboration between an Expert and multiple Technicians that are a part of the session.

Expert features in Basic and Pro Plans

    • Chat: Send/receive text messages to/from all connected Technicians in the session.
  • Share Asset: Send images, pdfs, docs, excel sheets, videos, and 3D models to all Technicians in the session. 3D models can be manipulated by expert which is reflected on Technician’s display. Note: For Technicians using a hand-held device, the 3D model can be manipulated on the display. HMT-1 users cannot receive Microsoft Documents, Excel spreadsheets, PowerPoints.
  • Microphone: Mute/Unmute Expert audio.
  • Speaker: Mute/Unmute audio coming in from all Technicians in the session.

Expert features in Pro Plus and Enterprise Plans

In addition to the above features included in the Basic/Pro Plans, Experts in Pro Plus and Enterprise Plans will have access to these additional features.

  • Screen share: This allows for sharing of the Expert’s screen to all Technicians connected in the session
  • Invite Guest User: This allows for an Expert to invite to an on-going session, any user that is not a registered user on your Telepresenz account. A link will be emailed to the invited guest, and on clicking that link, the user will be able to join the session. Note: Your account must have active and available licenses that can used to invite Guests. 

Guest User Function

  • Guest users be assigned the role of either ‘Expert’ or ‘Technician’.
  • Guest Users can join the conversation via a browser, iOS App or Android App.
  • ‘Expert’ Guest User can request access from the primary Expert on the call by raising the hand prompt on the display, to take over all Expert controls such as Telestrating, Screen Share, Share Assets, Remote Controls of Technician’s device, etc.
  • ‘Technician’ Guest User will publish the video feed being captured by the device to the Expert/s on the call. 
  • ‘Technician’ Guest Users will have the same controls as regular Technicians.
  • Workflow modules are not supported for ‘Expert’ and ‘Technician’ Guest Users. 

One to One Mode

Expert Features in Basic and Pro Plans

On the primary video tile, the tools present are for a one-to-one collaboration between the Expert and this Technician only.

  • Telestrate: Markup or draw on Technician’s display with free-hand drawing tool. This tool is used to markup on live video feed.
  • Share Asset: Send images, pdfs, docs, excel sheets, videos, and 3D models to the Technician. 3D models can be manipulated by expert which is reflected on Technician’s display. Note: For Technicians using a hand-held device, the 3D model can be manipulated on the display.
  • Remote Capture: Take a still picture of the Technician’s view. On activating Remote Capture, Expert’s Telestrate icon is automatically activated, to enable drawing on the still image, which is reflected on Technician’s display.
  • Chat: Send/receive text messages from the Technician.
  • Microphone: Mute/unmute the audio going out to Technician.
  • Speaker: Mute/unmute audio feed coming in from Technician.

Expert Features in Pro Plus and Enterprise Plans

In addition to the above features included in the Basic/Pro Plans, Experts in Pro Plus and Enterprise Plans will see these additional features.

  • Telestrate: Offers a toolbox of pre-set shapes and color palate for mark-ups
  • Remote Control of Technician’s flashlight: Allows the Expert to remotely control and turn on/off the flashlight of the Technician’s device. If a Technician’s device does not have an inbuilt flashlight, this option will not be displayed to the Expert.
  • Remote Control of Technician’s Camera Zoom: Allows the Expert to remotely control the zoom levels on the Technician’s camera. 
  • Expert Screen Share: Allows for the Expert’s screen to be shared with this Technician.
  • Recording: Allows for Experts to screen record a video of the on-going session and download the recorded file to Expert’s device. 

Technician Applications

Android and iOS Application

  1. Android: Supported on Version 8 (Oreo) for both handheld devices and smart glasses
  2. Apple: iOS version 12.4 and above

Technicians will download the Telepresenz application using the secure link sent to their emails after the registration process has been completed and can install the application on their devices. If the purchase of the device has been made through one of our preferred vendors via the vendor trial program, the latest Telepresenz application will automatically download and install when turned on and connected to the internet via a wi-fi/cellular network.

Applications can also be downloaded by logging into the portal via a browser and clicking either the Android or iOS App download based on the device being used by the Technician.

Technician Workflows

  • Technician logs in to the application by entering user credentials or scanning a login QR code.
  • On successful login, the Technician is presented with a landing page. 

Call Expert

  • Basic and Pro Plans: The Call Expert button will call the Expert assigned to support this Technician.
  • Pro Plus and Enterprise Plans: The Call Expert button will either call the Expert assigned to support this Technician, or if the account is configured to allow multiple Experts, a list of Experts will be presented to the Technician to select and call. 
  • If an Expert in not online when the Technician places a call, the Technician will receive a message stating the Expert is unavailable, and an email notification goes out to the Expert, indicating a missed call from this Technician.
  • If the expert is online, an incoming call notification is received on the Expert dashboard. When the Expert ‘Accepts Call’, the video feed from Technician starts to publish to the Expert dashboard. 

Technician Functions in Basic and Pro Plans

    • Start Chat: Send text message to Expert. 
    • End Call: Ends the call.
  • Close: Close out any asset that was sent by the Expert during session. 
    • Take Picture: Technician can trigger a local capture of the user’s camera view and publish this still image back to the Expert for telestration.
  • Go live: Technician can toggle back from still image view to live video mode.
  • Timer: This provides a timer for how long this user has been in session. Background of timer indicates this device’s upload speeds based on network connectivity.

Red: Poor Network

Orange: Low Speed Network

Yellow: Optimal Speed Network

Grey: High Speed Network 

System will dynamically change frame rates from 1 to 30 fps, to adapt to bandwidth available while streaming.

  • If the Technician ‘Ends Call’ and wants to resume collaboration with the Expert, use ‘Call Expert’ from the landing page to call the Expert or reinitiate video streaming if Expert is in session with other callers.
  • To close the application, use ‘Log Out’. This will log the Technician out of the application.

Technician Functions in Pro Plus and Enterprise Plans

In addition to the above features included in the Basic/Pro Plans, Technicians in Pro Plus and Enterprise Plans will see these additional features.

  • Zoom: Ability for a Technician to control the zoom function of the camera (1x…5x)
  • Flashlight: Ability for a Technician to control turning on/off the flashlight of the device

Technician connecting via browsers on handheld devices

Note: Platform support for Telepresenz Remote Mentor only not the Workflow Module.

  1. Technician logs in by entering user credentials.
  2. Under Users Tab, view experts that are online and select the Call button to place a call.
  3. If an Expert in not online when the Technician starts a session, an email notification goes out to the Expert in that Group, indicating that there is a Technician online and awaiting assistance.
  4. If the expert is online, the video feed from Technician is received by the Expert, and the Technician is able to begin collaboration.
  5. Features
    • Mute Microphone: Mutes the audio of the Technician.
    • Chat: Send text message to Expert.
    • Close: Close out any asset that was sent by Expert during session.
    • Sign out: Close session and log out.

Workflow Module

This feature is only available on Pro Plus and Enterprise Plans and allows for an Expert to create digital step by step guided work instructions, assign to Technician/s and monitor progress of each task via the dashboard.

Expert Functions

Create Job: Under the Jobs tab click the green ‘+’ icon to add/create a job 

    • Enter Job Name and Description.
    • Select Technician name to whom this job will be assigned.
    • Enter Start Date and End date for the job.
    • Add Instructions and Expected Results for a Procedure.
  • Select the evidence required to be collected by Technician when completing this procedure, from drop-down list such as Take Image, Capture Video, or Scan QR Code. Note: Scan QR code will retrieve data programmatically from an integrated backend and auto-populate the evidence for this procedure. Telepresenz team will help set up this function for your Pro Plus or Enterprise Account.
  •  Select Add Procedure to add this procedure to the job.
  • Continue adding remaining procedures and select Create when finished.
  • The created job will be displayed in the table with a status of ‘Created’.

Edit Job: Under Actions select the edit job icon to make edits and select Update to save the updated job. 

Assign Job: Under Actions select ‘Assign to Technician’ icon to assign the job to the Technician selected when creating the job. Status of the job will change to ‘In Progress’. Note: The job is sent out the Technician’s device along with an email notification notifying the Technician of a new job being assigned to this user.

Monitor Job: Select the Edit Job icon to monitor progress on a job. 

  • Procedures shaded in beige indicate the procedure/s is in progress.
  • Procedures shaded in green indicate procedure/s that have been completed.

Download Report: When an assigned job has been completed, the status is updated to Finished and the report is available for download. Report will contain all of the evidence collected by Technician as part of this job. 

  • Select the pdf icon under Actions to download the report. Note: Reports can also be generated while the job is in progress to provide interim status.

Clone Job: Jobs that are created can be duplicated with the copy icon under Actions. Cloning a job will recreate the entire job without pre-populating the Job name and Assignee. 

  • Select the copy icon to create a copy of the job with all procedures prepopulated.
  • Provide a new name for the job to uniquely identify it
  • Select the Assignee from the dropdown list
  • Edit any of the procedures if needed
  • Select Create Job
  • Once the Job is created it appears as another item under your Jobs list
  • Select the Assign icon to assign the job to the selected Technician

Technician Functions

Workflows are supported on the Telepresenz Android and iOS applications, and not via browsers.

    1. Technician logs in by entering user credentials or scanning QR code.
    2. On successful login, the Technician is presented with a landing page. 
  • The number of jobs assigned to this user will be shown on the My Jobs button. Note: if there are no jobs assigned to this user, the user will not be presented with the ‘My Jobs’ button.
  1. Select job# to view job summary and begin step by step procedures.
  2. Each Procedure will display the instructions, expected results and any evidence required to be captured as part of this step.
  • Take Photo, Record Video or Scan QR code are different evidence types. Note: Scan QR code will retrieve data programmatically from an integrated backend and auto-populate the evidence for this procedure.
  1. Technician can ‘Call Expert’ from within a job, and after video collaboration, resume the job at the procedure the user was in.
  2. When one procedure is completed, the next procedure is presented until all the procedures within the job are done.
  3. When all the procedures are complete for a job, the user is taken back to the main jobs page indicating (in green) the jobs completed, along with any other jobs that may be assigned to the user which are yet to be completed.

Languages Supported

  • English
  • Chinese (simplified)
  • French
  • Spanish

Frequently Asked Questions

Please refer to the FAQ section on https://www.telepresenz.com/pricing/

Contact Us

For any additional support questions email [email protected]

HMT-1 Users Cheat Sheet

  1. Power on HMT-1
  2. Wait for device to boot up and connect to a Wi-Fi network. When connection is established the network name will appear at the bottom the Home Screen of HMT-1
  3. Say ‘My Programs’ > ‘Telepresenz’
  4. First time users will be presented with a QR code scanner
  5. Scan the QR code received in your email to log into Telepresenz
  6. On successful authentication and network connection, the Call Expert button will appear on Telepresenz Landing Page. These are other options on the Telepresenz Landing page. Scan QR code, Log Out.
  7. Say ‘Call Expert’
  8. If Expert ‘Accepts Call’ the video stream will start on the HMT-1 device. If Expert ‘Declines Call’ or is unavailable, the appropriate message will be displayed on the HMT-1. In addition, an email goes out to the Expert notifying him of the missed call.
  9. On successful connection between HMT-1 device and Expert, the following will happen:
    1. The HMT-1 device and Expert can both communicate via audio
    2. The Expert can see the incoming video feed being published by the HMT-1
    3. The HMT-1 User will use voice to control the buttons present on the display. 
  10. Sending text message to Expert: Say ‘Start Chat’ – {Dictate your message} – ‘Accept’ – ‘Accept’ – ‘Send Chat’
  11. When Expert shares an image with HMT-1, the user can close out the image by saying ‘Close’
  12. When Expert shares a pdf file with HMT-1, user can say ‘Zoom Level {1 – 5}’ to zoom into the document and use head movement to scroll up/down or left/right. If there are multiple pages in the document user can say ‘Page {x}’ or ‘Next Page’ to navigate to that page. User says ‘Navigate Back’ to close the pdf
  13. When Expert shares a 3D model with HMT-1, user can say ‘Close 3D’ to close out the model
  14. When Expert sends a text message to HMT-1, the message will appear on screen for 5 seconds and disappear
  15. When call is complete, HMT-1 user says ‘End Call’ and is taken back to Telepresenz Landing Page
  16. HMT-1 user does not need to log out each time a call has ended. Login information is retained on the device.
  17. If HMT-1 user chooses to ‘Log Out’ the next time, QR code will be required to log back in.
  18. Saying ‘Scan QR Code’ from the Telepresenz landing page, will allow HMT-1 user to scan a QR code that links to any reference material that is made available for the user to access. This is not the login QR code for the user. This function requires your Pro Plus or Enterprise account to be set up with this feature. Assets that can be rendered via scanning include pdfs, images, videos, 3D obj files.
  19. Power off device by holding down power button on device for 5 – 6 seconds.

Troubleshooting tips

  1. If Telepresenz does not let you login check the following:
    1. QR code is valid
    2. The HMT-1 device is indeed connected to the network. Check this on Home page of HMT-1 device
    3. Confirm that the network has internet connectivity by using another device such as a phone/laptop, connect to the same network and try accessing a site on the internet
  2. If Call Expert is not presented on Telepresenz Landing Page – the device has not been able to successfully connect into the network, or there is no internet connectivity to the network that the device is connected to. Telepresenz will automatically try and re-establish connection and present the button on Landing page. User can also say ‘Navigate Home’ – ‘Telepresenz’ to re-try the connection. 
  3. If HMT-1 user ‘Accepts Call’ from Expert, and is presented with a black screen even after 5 – 6 seconds, reset the system by saying ‘Navigate Home’ – ‘Telepresenz’ – ‘Call Expert’
  4. At anytime when either the Expert or HMT-1 device user is experiencing a black screen, ensure the HMT-1 user has not accidentally pressed the power off button on the HMT-1. This will shut off device and put it in sleep mode.
  5. If video quality coming into Expert Screen is grainy after the first 5 – 6 seconds, this is an indication of low bandwidth connection. User could ‘End Call’ and re-establish connection with Expert after ensuring the device is getting sufficient network bandwidth.
  6. Powering off device by holding down the power button for 5 – 6 seconds and restarting the device will reset both device and Telepresenz should there be consistent issues with connecting to Expert