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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to call Remote Ass...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

How to call Remote Assist mobile when it is NOT active on a mobile device?

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Posted on by Mikiyo Yamaki 67

Hello,

I am using Remote Assist mobile on my iphone 8 plus.

And i also have teams app on my phone. I have some issue with Remote Assist Mobile as follws.

Q1) When i have a teams call from other teams app, iIs it possible to give priority to Remote Assist mobile on my iphone with both teams and Remote Assist mobile installed?

When another user tries to call my Remote Assist mobile from from her PC by teams app, the Teams app on my iphone catch it and the Remote Assist mobile app does not respond.
This means that if I have both Teams and Remote Assist mobile onmy iphone, my teams will be called preferentially.

Is it possible to give priority to Remote Assist mobile on my iphone with both teams and Remote Assist mobile installed, and how to do this?

when I start Remote Assist mobile on my iphone advance, the Teams call from other users will be caught by my Remote Assist mobile. But usually, Remote Assist mobile is not always active in my phone.

Q2) How to Catch teams call from other users on my remote assist mobile?

I cannnot catch the teams call from other users with my Remote Assist Mobile when it is NOT active.

I would very much appriciate your help!!

Best,

Miki

I have the same question (0)
  • Suggested answer
    Anthony Dong Profile Picture
    Anthony Dong Microsoft Employee on at

    Hi Mikiyo,

    If the remote collaborator is receiving the call on a mobile device with both Dynamics 365 Remote Assist mobile and Teams mobile installed, the remote collaborator can only answer on Teams mobile.

    If the remote collaborator answers the call on Teams desktop or mobile, the technician's live video feed will be shared to the remote collaborator's device screen.

    As far as i know, there is no way to call Remote Assist mobile when it is NOT active on a mobile device.

    docs.microsoft.com/.../remote-assist-mobile-to-teams-calls

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