Dynamics 365 Field Service : Set up and use Dynamics 365 Remote Assist one-time call

Prerequisites

• To utilize the one-time call feature, ensure the following:
• Dynamics 365 Remote Assist model-driven app is installed
•  The initiating user (agent) has a Dynamics 365 Remote Assist license, which includes Microsoft Teams and Microsoft Dataverse. 
• The external participant (customer) will join via the Dynamics 365 Remote Assist mobile app; this feature is not supported on HoloLens for external users.
•  Pop-ups are enabled in the browser for authentication purposes.
•  Your organization allows anonymous users to join Teams meetings

Steps to Set Up and Use a One-Time Call

1. Access the Model-Driven App:

• Navigate to your organization's environment URL and sign in.
• Select Dynamics 365 Remote Assist.([learn.microsoft.com][2])

2. Generate a One-Time Call Link:

• Click on One-time Call.
•  Select Create a one-time call link to generate a unique URL. ([learn.microsoft.com][2])

3. Share the Link:

• Copy the generated link and send it to the external participant via email, SMS, or other communication platforms.

4. External Participant Joins the Call:

• The recipient opens the link on their mobile device, which prompts them to download or open the Dynamics 365 Remote Assist mobile app.
• They can then join the call without needing a license. 

5. Conduct the Remote Assist Session:

• During the call, both parties can utilize features like real-time video, 3D annotations, and file sharing to collaborate effectively. ([community.dynamics.com][4])

Important Considerations

• One-time call links are single-use; once the call ends, the link becomes inactive, and the external participant cannot rejoin or access the chat history. ([learn.microsoft.com][2])
• External participants cannot initiate calls; they can only join calls initiated by licensed Remote Assist users
• This feature is not supported on HoloLens for external users; they must use the mobile app. 

By leveraging the one-time call feature in Dynamics 365 Remote Assist, organizations can provide immediate, expert support to field technicians, enhancing problem resolution efficiency without the need for all participants to have licenses.