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When you use Teams on a PC running Windows 10, you can collaborate with people using Remote Assist on HoloLens 1 or 2 (in this article, a 'Remote Assist HoloLens user') or Remote Assist on a mobile device (in this article, a 'Remote Assist mobile user').

However, the features you can use to collaborate differ depending on which platform the Remote Assist user is using.

Collaborating with Remote Assist HoloLens user versus Remote Assist mobile user

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Key terms

When you join a call, you will see the Mixed Reality Toolbar, seen in the following screenshot.

You'll also see the call controls panel, seen in the following screenshot.

The More Options panel includes additional features.

• A meeting is a call scheduled using Teams. A meeting can include one or more participants.
• A one-to-one call is a call between two people that is not scheduled using Teams.
• A group call is a call with more than two people that is not scheduled using Teams. To create a group call, start with a one-to-one call and then add more participants.

Launch Teams

Launch the Teams app.

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.

Make and take calls

Accept a call

When you see an incoming call notification in the bottom right of your screen, select Audio or Video to join the call.

Make a one-to-one call to a Remote Assist user in your company

After launching Teams, select the Calls tab on your left to see suggested contacts. Select the Video icon on the contact card to call a suggested contact, or use the search bar to find a contact and call them.

Note

Starting in the April 2020 release, Remote Assist users (HoloLens and mobile) can initiate a cloud-based recording of a one-to-one call with one Teams desktop user. If you're not using the April 2020 release or later, you can only record a one-to-one call with a Remote Assist HoloLens user if you initiate the call using the Teams Meet Now feature. (The Meet Now feature is not available for Teams mobile users.) Learn more about the Meet Now feature.

Make a one-to-one call to a Remote Assist user outside your company

You can make or receive a one-to-one call with a Remote Assist user from another company if external access for both companies has been enabled in Microsoft Teams. If you're the admin for your organization, to set up external access, see Set up cross-company calling. When searching for the external user, you must enter their full email address.

Note

If you're not able to find the contact you're looking for, it might be because external access has not been enabled in Microsoft Teams for your company or the other company. Contact your administrator for help.

Make a group call (with a Remote Assist HoloLens user only)

A group call can include one Remote Assist HoloLens user and up to 49 Teams Desktop users.

Start by calling one person, and then select Open Participants (represented by this icon: ). Then, search for the person you would like to call and call them.

Schedule and join a meeting (with a Remote Assist HoloLens user only)

Schedule a meeting ahead of the call (with Remote Assist HoloLens user only)

Read about how to join a Teams meeting here, or watch a tutorial video.

Join a Teams meeting (with Remote Assist HoloLens user only)

Read about how to schedule a meeting here, or watch a tutorial video.

If the Remote Assist HoloLens user has been invited to the meeting, they can log into Remote Assist and select Join Meeting at the bottom of the Recent Contacts page.

If a Remote Assist HoloLens user was not invited to the meeting, but you would like them to join the meeting: join the meeting, then select Participants panel from call controls, start typing their name, and call them.

Adjust what you see

Teams tries to anticipate what you’ll want to see in a meeting, but you can pin a video, reframe a video, and more.

Note

At this time, when you use Teams to capture a cloud-based recording of the call, Teams does not preserve the view you configure. The layout of the recording is determined by the number of call participants. See two examples below.

Example of a Teams recoding of call with two participants:

Example of a Teams recording of call with more than four participants:

If you want the recording to capture the exact layout of the call you configure, use the Windows Game Bar to capture a screen recording of your computer.

Use call controls

When you are in a call, call controls are found at the bottom of the screen.

• Controls outgoing video.
• Controls outgoing audio.
• Shares your desktop or a running application (with a Remote Assist HoloLens user only).
• Opens a chat window to send text messages (and share files with a Remote Assist HoloLens user only).
• See current participants, or add more.

To use additional features, select the ellipses icon […]. For example, select Blur my background if you have sensitive information behind you or want to protect the privacy of colleagues who are behind you. When you are in a group call or meeting, the More Options […] panel will also provide the option to record the call.

Draw and annotate

When in a call, you will see your collaborator’s space—including the holograms—and can use the Mixed Reality toolbar to add annotations.

Begin editing

To start annotating a contact’s space, first do one of the following to pausethe 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.

Note

By default, the Mixed Reality toolbar is on the top of your screen. If it is blocking your view and you'd like to move it somewhere else, select the drag icon (as seen here: ) and drag the Mixed Reality toolbar where you would like it to be.

In edit mode, the expert will still see a live stream of the call in the corner of the app window, including the annotations that other call participants add.

Add arrows, ink, and files

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

• To add arrows, select Place arrow (as seen here: ).

• To add ink, select Ink (as seen here: ).

• To change the arrow or ink color, select Pick a color (as seen here: ).

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• To add a file when in a call with a Remote Assist HoloLens user, select Insert files (as seen here: ), and then add an image file or a PDF from OneDrive or from your device.

Finish editing

When done annotating, you can either:

• Select Stop editing.

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

Make changes to your edits

To make changes to your edits, you can:

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

• While in edit mode, select Erase all (as seen here: ) to erase all of the annotations made during that editing session.

• While in live mode, select Erase all (as seen here: ) to erase all of the annotations made during that call.

Note

• Specific drawings or arrows can’t be removed.
• Each call participant can only remove the annotations they added.

Share files (with a Remote Assist HoloLens user only)

There are two ways to share a OneDrive file or local file with a Remote Assist HoloLens user. Supported files include .jpg, .bmp, .png, .tif/.tiff, .pdf, and still .gif.

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Note

If you want to show the Remote Assist HoloLens user a video or PowerPoint and control it in real time, you can do so by using the Share feature. When you share your desktop or an application window, a new slate appears in the technician's environment.

• From the mixed reality tool bar, select the Share File option to share a file from OneDrive or your computer. The file will be uploaded in your personal OneDrive and permissions to access to that single file will be granted to call participants.
• From the Microsoft Teams chat, select Attach file to share a file from OneDrive or your computer.

When you share a file, it will pop up as a new slate in the Remote Assist HoloLens user's space and a link to the file will be shared in the chat. All call participants can annotate a file displayed in the Remote Assist HoloLens user's space.

Note

After adding them, files can’t be moved, deleted, or resized by the Teams user.

To access the file after the call:

• Any call participant can find the link to the file in the Teams chat.
• During the call, the Remote Assist HoloLens user can save the file to their OneDrive by tapping the OneDrive icon in the top-right corner of the slate. The file is then automatically saved to a OneDrive folder called 'HoloLens Received Files.'

Share your desktop or application window (with a Remote Assist HoloLens user only)

You may want to share your desktop or application window with a Remote Assist user. This is useful if you'd like to communicate information that's not captured in a file type that is supported by the file sharing feature (i.e. .jpg, .bmp, .png, .tif/.tiff, .pdf, and still .gif.). For example, you may want to share an instruction video that is playing in your browser, or a series of instructions embedded in a PowerPoint deck.

To share your desktop or a running application:

1. In Teams, select the Open share tray icon.

2. Select the screen you want to share.

Note

You can only share one application or screen at a time. If you want to share a different screen, select the Close share tray icon to stop sharing, select a different screen, and then start sharing again.

Recording calls

You may want to record the Remote Assist call for documentation or record-keeping purposes. There are three ways to record a call. The method you use depends on the type of call that you are in (1:1, group, or meeting) and other factors.

Method 1: Create a cloud-based recording of group calls and meetings using Teams

Teams desktop only supports recording group calls and meetings (regardless of how many call participants are in the meeting). In other words, when you are in a call, a Teams desktop user can use Teams to initiate a cloud-based recording only if the call is a group call or a meeting. (At this time, a HoloLens user cannot record the call.)

Method 2: Create a cloud-based recording of one-to-one call using Teams Meet Now feature (if you're not using April 2020 or later release)

In the April 2020 or later release, the Remote Assist user (HoloLens and mobile) can record a one-to-one call with one Teams desktop user.

However, if you're not using the April 2020 or later release and want to create a cloud-based recording of the call, you must initiate the call using the Teams Meet Now feature. This effectively makes your one-to-one call a meeting, and because Teams supports recording for meetings, you will be able record the call!

Method 3: Create a Teams Desktop screen recording using Windows Game bar

Teams cloud-based recording has limitations. The recording captures the outgoing video feed (or avatar) of up to 4 call participants and the recording screen is divided evenly among the call participants. This means that if even if primarily care about what the HoloLens user sees, you cannot adjust the Teams recording layout to only capture what the HoloLens user sees. This may be particularly confusing for a call with two participants; during the call, you will see a horizontal section of the HoloLens user’s view, but because the Teams recording divides the recording screen into half, in the call recording, you will see a vertical section of the HoloLens user’s view.

Comparison chart: Three ways to record a call

The following chart compares different ways of recording the call.

Cloud-based recording of group calls and meetings using Teams

What does this type of recording capture?

Cloud-based recording of group calls and meetings captures the outgoing video feed (or avatar) of up to 4 call participants.

The Recording is automatically saved online and accessible to all call participants.

The person who initiates the recording owns the video. When a recording ends, it begins uploading to Microsoft Stream. Once the video is uploaded to Stream, the recorder receives an email notification, and all call participants can view a link to Stream via the Teams chat. The owner is the only participant who can give permission or download the video to share the recording beyond these people. Learn more about Stream video permissions.

You can find all the videos you own here.

If your admin has configured Field Service integration, you can access the recording link and can post it in a D365 Field Service booking.

Limitations of cloud-based recording

The layout of the Teams recording depends on the number of call participants, and the layout cannot be configured. When using Teams to record the call, the Remote Assist HoloLens user’s never occupies the entire recording.

Note

If it is imperative that your recording only captures as much of the Remote Assist HoloLens user’s view as possible, and as little of Teams user’s outgoing videos (or avatars), consider recording your desktop screen using Windows Gamebar.

Teams recording with two participants

In a Teams meeting recording with two participants, each participant’s outgoing video (or avatar) occupies one half of the recording, and both halves are vertical. This means that during a Remote Assist call, a Teams desktop user sees a horizontal slice of what you see, but the recording only captures the middle vertical slice of what you see. Furthermore, during the Remote Assist call, the Teams user only sees their outgoing video feed in the corner of the call, but in the recording, their outgoing video feed occupies half the recording. (If the Teams user turns off their outgoing video feed, their avatar will occupy half the recording.)

Teams recording with three participants

In a Teams recording with three participants, each participant’s outgoing video (or avatar) occupies one third of the recording. Furthermore, during the Remote Assist call, the Teams user only sees their outgoing video feed in the corner of the call, but in the recording, their outgoing video feed occupies one third the recording. (If the Teams user turns off their outgoing video feed, their avatar will occupy one third of the recording.)

Teams recording with four participants

In a Teams recording with four participants, each participant’s outgoing video (or avatar) occupies one fourth of the recording. During the Remote Assist call, the Teams user only sees their outgoing video feed in the corner of the call, but in the recording, their outgoing video feed occupies one fourth of the recording. (If the Teams user turns off their outgoing video feed, their avatar will occupy one fourth of the recording.)

Teams recording with more than four participants

A Teams recording including four or more participants splits the horizontal recording into four, with remaining participants’ avatars in the bottom-right corner of the recording.

How to initiate a cloud-based recording

If you're in a group call or meeting, go to the call controls. Select More Options, then select Start recording. A call recording ends if:

• You select Stop recording.
• Remote Assist call ends.

Cloud-based recording of one-to-one calls using Teams Meet Now

Cloud-based recording of one-to-one calls initiated via Teams Meet Now is very similar to Cloud-based recording of group calls or meetings. The only difference is how a Teams desktop user initiates the recording.

So how do you record a one-to-one call? You will need to make your one-to-one call a meeting. In other words, if you anticipate wanting to use Teams to create a cloud-based recording of a one-to-one call with a Remote Assist HoloLens user, initiate your call using the Teams Meet Now feature. (This effectively makes your one-to-one call a meeting, and because Teams supports recording for meetings, you will be able record the call!)

1. Go to the Calendar tab. On the top-right corner of the page, you will see. Click Meet Now, as seen in this screenshot:
2. Name the meeting and select Join now.
3. Invite people to the meeting using the “Invite someone or dial a number” field on the right half of the screen. Select the ellipses icon […] and then Start Recording.
4. When the call ends, it will appear as a normal meeting in your Teams chat log. The chat log will include everyone who was invited to the meeting. Microsoft Stream processes the recording.
5. The person who initiates the recording is the recorder and owns the video. When a recording ends, it starts uploading to Stream. Once the video is uploaded to Stream, the recorder receives an email notification, and all call participants can view a link to Stream via the Teams chat. The owner is the only participant who can give permission or download the video to share the recording beyond these people. Learn more about Stream video permissions.

You can find all the videos you own here.

If your admin has configured Dynamics 365 Field Service integration, you can access the recording link and can post it to a Field Service booking.

Note

If, after reviewing the alternative methods below, you decide that this method best fits your requirements, remember that the recording only captures the middle section of the HoloLens users view. This means that for the tasks that the Remote Assist user and expert really want recorded, the Remote Assist user should try to keep those tasks in the center of the HoloLens user’s view.

Desktop screen recording using Windows Game Bar

What does this type of recording capture?

The Teams layout that the call recorder configures during the call.

Benefits

Because the Teams desktop user is just recording their computer screen, the recording layout matches exactly what Teams desktop user sees during the call.

Limitations

If the recording needs to be accessible to others, the Teams user must manually upload the video to a shared drive and share it with all call participants or additional people.

How to initiate a recording of what the Teams Desktop user sees during the call

1. On a Windows 10 desktop PC, join a call using Microsoft Teams.

2. Press the Windows logo key (seen here: ) + G to open the Game Bar.

3. Select the Start Recording button (or press Windows logo key + Alt + R).

   A small recording menu will appear that shows that the recording is in progress.

4. To stop recording, select Stop Recording.

   The video of the recording will appear in your Videos/Captures folder.

For more information, learn more about the Game bar.

Send a text message

During a call, participants can communicate through the text chat. The chat log will be available via Teams after the call ends.

From the call controls, select Text Chat (as seen here: to open the chat. Note that the Remote Assist user can only see messages exchanged during the call, but you may see messages exchanged before the call.

You can also attach a OneDrive or local file via the Teams chat Attach file feature.

Note

Remote Assist chat supports certain formats, including bold, italic, strikethrough, and underline. It also supports hyperlinks. However, it does not support HTML-formatted or lists, such as a passage you copy and paste from a website.

For example, if you copy and paste text from a website that has HTML formatting and send it during a Remote Assist call, the Remote Assist HoloLens user will see the text in the Remote Assist chat window, but the formatting may not be what you expect.

File a support ticket

If you encounter an issue that is blocking you from using the application, file a support ticket. Support will work directly with you until the issue is resolved.

Microsoft gets mixed feedback from users about how their links to Office files should open. Some users prefer the Office web apps, others prefer the Office desktop apps. We've designed an experience where users get to tell us what they prefer, and then their links open in their preferred mode - either Office web apps or the Office desktop apps.

This way if you prefer to work in the Office 365 desktop apps most of the time, you can get to work in fewer clicks by turning on this feature.

Microsoft Office Desktop App

Important: Customers who have selected the Semi-Annual Channel - Targeted (SAC-T) for Office 365 should see this feature in March 2020. Customers who are on Semi-Annual Channel (SAC) schedule should see this feature in July 2020.

Note that if you open Office file links in the web (for example: SharePoint or Outlook on the web), these files will continue opening in the Office web apps for a smoother experience.

Which apps does this work in?

This feature works for links to Word, Excel, or PowerPoint files, stored on OneDrive or SharePoint, that you click in Word, Excel, Outlook, or PowerPoint for Office 365 on Windows.

Once a user turns this feature on, it will apply to all three apps - Word, PowerPoint, and Excel.

How do I turn this feature on or off?

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You can change this setting, at any time, in any Office 365 for Windows app by going to File >Options >Advanced >Link Handling.

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If this feature didn't work for you..

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The following scenarios are not supported today, these will continue to open in the web:

Microsoft Teams Desktop App Settings

• If you're not signed into Office

• Opening links from other 1st party Office clients like OneNote, Skype, Microsoft Teams, etc.

• Opening links from 3rd party apps such as Slack, EverNote, etc.

• Office for Mac

• Links to files not stored on OneDrive or SharePoint Online

• Links you receive for certain notifications such as @mention notifications

• SharePoint vanity domains such as contoso.com

• Document links protected by Safe Links on Mobile

• Outlook Premium accounts with real-time URL phishing protection enabled across all platforms

• This feature isn't supported for Linux users.

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Tip: We're always looking at ways to improve Office. If you'd like to offer feedback for additional scenarios you want to see us enable click File > Feedback > I Have a Suggestion in your Office 365 desktop app.