This feature is available only for Apple iOS 8.2+. Augmented Reality Annotations require iOS 11+ and Apple's A9 processor. VP9 technology for iOS devices requires BeyondTrust version 17.1 or later.
From the Camera tab, the customer can use their mobile device with VP9 technology to stream live video to the representative. Sharing live video footage of a desktop, device, appliance, kiosk, etc. while an issue is taking place gives the representative an additional way to assist the customer in finding a resolution to their problem.
To view the customer's live stream, the representative must first be screen sharing with the customer's device. Then, the customer must select the Camera tab in the customer client app. It is not possible for the representative to switch between tabs within the iOS customer client app.
When the customer's screen appears in the representative console, the representative can select the video quality from the Select Quality dropdown.
For best results, use the More Colors or Full Color quality options.
While streaming, the customer can use native iOS camera controls to enhance the screen sharing experience. The customer can:
While viewing the footage, the representative can make annotations on a frame using the Annotations dropdown from the representative console. When the representative makes an annotation, the frame freezes, allowing the customer to view the annotation and take any necessary action. Once the representative clicks on the Clear option from the Annotations dropdown, the video begins streaming again.
The Augmented Reality Annotations feature leverages Apple's ARKit to allow representatives to make annotations to the live stream, using the device's sensors and computer vision data to track all drawn objects. The annotations made by the rep stay targeted on the annotated item, even when the camera view is moved away from the originally annotated item. To enable Augmented Reality Annotations, the customer taps the AR button in their camera view.
Annotations are not available in the web rep console or the mobile rep console.