NHSmail and Multi-Tenant Collaboration

This section details Dynamics 365 Remote Assist NHSmail and multi-tenant collaboration. This includes calls between Remote Assist and Teams users and the capabilities available within them, such as annotations.

NHSmail Tenant Collaboration

Making and Receiving Calls with a Teams Desktop User

As shown in the image, Remote Assist users can make one-to-one unscheduled outgoing calls with a remote collaborator using Teams desktop. This can be done by opening Dynamics 365 Remote Assist and navigating to the “Calls” tab and selecting the “Video” icon on the contact card. If a contact is not listed users can use the search bar to find a contact.

Remote Assist users can receive incoming calls from a remote collaborator. An incoming call notification will be displayed, and the user can select “Audio” or “Video” to join the call.



Important note:

Remote Assist mobile users must be signed out of the Teams mobile app for them to receive calls from a Teams desktop user on Dynamics 365 Remote Assist; otherwise, the call will land in the Teams mobile app.

Group Calls with a Teams Desktop User

In a one-to-one unscheduled call with a remote collaborator, a Remote Assist user can bring a third person to the call and therefore allowing for a group call. This can be done by selecting “Open Participants” and searching and calling the person you want to add.

Joining a Meeting with a Teams Desktop User

A remote collaborator can schedule a meeting via Teams or Outlook with Remote Assist users. As shown in the image below, on HoloLens 2, Remote Assist users are able to subsequently join by selecting “Join Meeting” at the bottom of the “Recent Contacts” page. Remote Assist users on mobile can join via the meetings tab.

Making and Receiving Calls from a Teams Mobile User

The benefit of using Teams on mobile (versus PC) is that you can collaborate with Dynamics 365 Remote Assist users on-the-go.

When Teams mobile is used, you can collaborate by making and receiving an unscheduled one-to-one call with one Remote Assist user on HoloLens. However, unlike Teams desktop, Teams mobile users are unable to join group and meeting calls.

Important note:

Teams mobile users are unable to make outgoing calls with Remote Assist users on mobile.

Capabilities Available in Microsoft Teams Calls

There are several collaboration features of Dynamics 365 Remote Assist that can be used in Teams calls, including annotations, file sharing, screen sharing, call recording and text messages.


Both Remote Assist and Teams users can make annotations in the Remote Assist user’s environment using the Mixed Reality toolbar. As shown in the mixed reality toolbar image below, the “Ink” option can be used to make drawings around the Remote Assist user’s space, while the “Arrow” option allows for the pointing of an object. Changes can be made to edits by selecting the “Undo” or “Erase” icons.

Important note:

Multiple Teams users (desktop or mobile) can join but only Teams Desktop users can add annotations in a Remote Assist call, regardless of whether the Remote Assist user is using HoloLens or mobile.

File Sharing

Team users can share and display supported OneDrive or local files (.jpg, .bmp, .png, .tif/.tiff, .pdf, and still .gif) in the Remote Assist user’s space. For example, adding a PDF of a diagram to assist with the call. This can be done by selecting “Insert files” from the Mixed Reality toolbar or by selecting “Attach file” from the Teams chat and then adding the file from OneDrive or from your device.

Once the file is shared, it will pop up as a new window in the Remote Assist HoloLens user’s space and a link to the file will be shared in the chat. Call participants can then annotate the file displayed in the Remote Assist HoloLens user’s space. If the Remote Assist user is on a mobile device, files will be sent to the text chat. Shared files can be accessed after the call from the link to the file in the Teams chat or from the “HoloLens Received Files” folder in the Remote Assist user’s OneDrive.

Screen Sharing

Screen sharing is useful if remote collaborators would like to communicate information. For example, remote collaborators may want to share an instructional video that is playing in their browser, or a series of instructions embedded in a PowerPoint presentation.

Important note:

Teams users can share their Desktop or application window only with Remote Assist users on HoloLens.

Call Recording

Remote Assist calls can be recorded for documentation or record-keeping purposes. Further details on call recording can be found in the Cloud-call Recording section.

Important note:

Teams Desktop users are only able to record group or meeting calls. A one-to-one call can be recorded only if the Remote Assist user initiates the recording. For users on Teams mobile only Remote Assist users can initiate recordings.

Text Messages

During calls, participants can communicate through text chat. Remote Assist users can select the “Chat” icon, which will display the chat window and holographic keyboard. From there the microphone option can also be selected to dictate a message. During the chat session Remote Assist users can detach or reattach the chat window from the main window by selecting “Undock” or “Dock”. A Bluetooth keyboard (USB receiver) can be connected to the HoloLens (USB-C converter). After a call ends, users can access the text messages and links in the Teams chat log.

Important note:

If a message is received when the chat window is closed, the chat window will not automatically open, but instead a red dot will appear on the “Chat” icon.

Multi-Tenant Collaboration

Limitations for Multi-Tenant Collaboration

If the external domain is not under the allowed domain list in the Teams admin centre, users will not be able to collaborate (e.g., chat, share files) in Teams and Dynamics 365 Remote Assist. However, meetings can be scheduled via Teams or Outlook with a non-allowed domain. Furthermore, at this time, external access is not supported for calls with Dynamics 365 Remote Assist mobile users.

Last Reviewed Date 02/09/2021
Updated on 01/07/2022

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