Webex Expert on Demand

December 19, 2022

Version 1.9.3

Feature additions

We've added the following new functionality:

• Bulk add devices in Control Hub.
• Toggle the BNR (Background Noise Reduction) feature on or off before getting on a call.

Bug fixes

• Fixed inconsistency in providing a continuous video stream to all the participants in a call.
• During a call, unintended usage of numbers in the conversation are recognized as dummy commands and ignored.

August 26, 2022

Version 1.9.2

Control Hub integration

We've added the following new Control Hub functionality:

• Find details for Google Glass, HMT, and Navigator-500 devices registered to your organization

• View the total number of active XoD device licenses registered to your organization

• Expert on Demand device management:

  • Addition of single and multiple devices

  • Removal of devices

Expert on Demand now available on the Navigator 500

The Nav500 is a next generation ruggedized assisted-reality solution, with enhanced camera capability.

Extended support for Webex meetings

You can now view meetings from the current time until the end of the day. In addition, you can join meetings that were scheduled to start up to 90 minutes prior to the current time.

Capture and share photos in audio-only mode

You can now share photos when in audio-only mode. Photos can be annotated and shared with direct contacts or with a space depending upon the type of call.

July 13, 2022

Version 1.9.1

Higher resolution during calls

Expert on Demand now supports 1080p video resolution during calls, allowing remote experts to view shared content more clearly.

Check if someone else is signed in

Before you sign in to Expert on Demand, you can check if another user is already signed in. This is useful for organizations that share devices between multiple people and user accounts.

March 30, 2022

Version 1.9.0.1

Share content

You can access files from your local storage and share them in a space or with a meeting host. You can then access that content at any time and simultaneously analyze content with other people.

For more information, see Share content.

Remote control

Remote Webex App users can now take control during a call with an Expert on Demand user. The Expert on Demand user must share their screen before the remote user can request control.

For more information, see In-call controls.

More options during calls

We've added additional audio and video options during calls, such as stopping your video or switching to audio-only mode when bandwidth is low.

For more information, see In-call controls.

August 31, 2021

Version 1.8.0.4

FedRAMP Authorized

Webex Expert on Demand is now available with Webex for Government offer/sites.

May 27, 2021

Version 1.8.0.3

Join meetings

You can now join scheduled meetings. You'll also see notifications a few minutes before a scheduled meeting begins, letting you choose to join the meeting early.

For more information, see Join a meeting.

Cisco Webex Expert on Demand with Augmentir

A Webex Expert on Demand integration with Augmentir is available for customers currently using Augemntir on the RealWear HMT Device. This integration lets you open Augmentir from the Webex Expert on Demand app for AI-Powered workflows and guided instructions.

Menu Option

We've added a new menu option on the home screen, where you can access the following:

• Webex Help—descriptions for commonly used commands.

• Augmentir—launch the Augmentir app, if installed on the device.

• Signout—sign out of Expert on Demand.

For more information, see Menu Options.

Simplified Annotation

We've simplified the process for annotating a photo. You can now move the annotation cursor around the screen using your head movements.

For more information, see In Call Controls.

Focus controls

We've updated the on-screen controls to include a manual focus option, that you can use when you're in a call.

For more information, see In Call Controls.

Zoom controls

When you zoom in on a shared screen, you can use your head movements to pan around the screen.

For more information, see In Call Controls.

Language support

We've added support for more languages, including Thai, Simplified Chinese, Russian, Polish, Portuguese, Korean, German, Italian, and French.

Improvements to video quality

We've also improved video quality, by including a Higher frame rate for shared content (15fps), and improved image stabilization for captured video content.

November 13, 2020

Version 1.7.0

Join meetings

You can now join ongoing meetings in group spaces.

For more information, see Join an Ongoing Meeting.

Exposure controls

We've updated the on-screen controls to include exposure levels, that you can use when you're in a call.

For more information, see In Call Controls.

Display improvements to the QR code

We've added a larger QR code, to make it easier to scan with your RealWear HMT-1 device, when you sign in.

For more information, see Power on and Sign in.

Language support

We've also added support for more languages, including Thai, Russian, Polish, Korean, German, and French.

August 7, 2020

Version 1.6.0

The following features are included in this release:

• Annotations by remote expert

• Language support for Chinese, Japanese, Portuguese, and Spanish

June 19, 2020

Version 1.5.1

The following are the features included in this release:

• New branding

• New QR code authentication application expert-on-demand.webex.com

• Flashlight feature

• Annotations by HMT user

• Multi-party calls with video pinning

• Network status

December 11, 2019

Version 1.4.2

The following are the features included in this release:

• Audio/Video calling with one other person

• One-way remote expert screen sharing to Expert on Demand (HMT user)

• Send request for help message to a specific member of a team or the entire team

• Search for members in the same organization

• Search and display teams

For extra security, you can enable the automatic sign out feature in Expert on Demand which lets you automatically perform a sign out operation, if you’ve been inactive in the Expert on Demand app for a user-specified period. If you’re using shared devices with the Expert on Demand app, that prevents a subsequent user from being able to use the account of a previously signed in user.

1. After signing into the Expert on Demand app, you’ll be asked if you want to allow and configure the automatic sign out feature. Say ALLOW to enable automatic sign out. If you don’t want to enable automatic sign out, say CANCEL.

   

   This option is shown only once after your first sign in. If, after dismissing the initial prompt, you want to access automatic sign out later, say the MENU command followed by the AUTO SIGN-OUT command.
2. If you choose ALLOW, you’ll be presented with automatic sign out options.

   

3. To toggle the option on or off, say Sign out automatically (RealWear users can say the command Select Item 1 if desired).
4. To select the automatic timeout period, say Inactive time (RealWear users can say the command Select Item 2 if desired).

   

   You can select from 3 predefined options, 1, 6, or 12 hours by saying 1 hour, 6 hours, or 12 hours (RealWear users can say Select Item X where X is 1, 2, or 3 as indicated). To choose a custom timeout period, say Customize, then say EDIT and input the desired value in hours.
   The minimum allowed value is .1 hours, and the maximum is 500 hours. If you enter a decimal value, it is internally converted to the corresponding time. For example, entering .1 hours is converted to a timeout of 6 minutes. Similarly, 1.5 hours is converted to 90 minutes.
5. Once set, when the automatic timeout threshold is reached, a toast message is displayed, and the application is closed.

   

   Relaunching the app will return you to the sign in screen.

Expert on Demand lets you configure video transmission resolution to be set to 1080p, 720p, or 360p. You can use lower resolutions in areas where there is insufficient bandwidth. By default, the resolution is set to 720p for all users.

1. To change the resolution setting, open the app menu using the voice command MENU.
2. Say the command RESOLUTION.
3. To change the resolution setting, use the command SELECT ITEM X where X is the option corresponding to the resolution you’d like to use, 1 – 1080p, 2 – 720p, and 3 – 360p.

   

4. Once you’ve selected the resolution, say CLOSE to dismiss the pop-up.

Keep in mind the following points regarding Expert on Demand resolution support:

• Currently the resolution selection setting needs to be applied before joining a call or meeting. Any active calls or meetings must be disconnected to modify this setting.
• The resolution you choose is the maximum resolution at which the video from the Expert on Demand app is transmitted if the necessary bandwidth requirements are met. In the case of an unstable network, the video may be transmitted at a lower resolution than the selected setting.
• While you may be on a network capable of sending video at the selected resolution setting, the receiving users may need to have the required network bandwidth available, as well as respective feature-flags configured for the Webex client, to be able to receive the video at that resolution. If one or more of the required conditions are not satisfied, then the video stream is displayed at a lower resolution. For example, Expert on Demand may be transmitting at 1080p but due to some missing conditions, the Webex desktop may only be able to receive at 720p.

Expert on Demand now shows the availability of other people when using the app, allowing you to see if someone is available, before contacting or reaching out to them for assistance.

You can see someone's availability information whenever their profile picture is visible, whether they’re listed in recent contacts or a team, during a search, or even when reaching out to them with a request for help or to make a call:

For more details on the availability icons and the associated status, see: See people's availability.

Join an end-to-end encrypted meeting

Users in scheduled meetings that have end-to-end encryption enabled, can join from the Expert on Demand application through the Meetings tab on the application home screen.

For details on how to schedule end-to-end encrypted meetings from other sources, see Schedule a Webex Meeting with end to end encryption.

Join enhanced meetings associated with a Webex space

Expert on Demand users can now join enhanced meetings associated with a space. For further details on enhanced meetings, see Webex App – Improved meetings associated with a space.

Expert on Demand supports annotations over live video streams to make clarifying workflows and identifying points of interest much easier.

To enable and access Live Annotations:

1. After updating to the latest version of Expert on Demand, log out of your account and sign back in to enable the Live Annotations functionality.
2. During a screen-sharing session in a meeting, an Annotate button appears at the far top-right of the share-screen view:

   

3. Select the Annotate button to begin annotating the screen sharing session. Annotations that you draw on the screen are now visible to all attendees:

   

4. To clear and exit annotation mode, activate the CLEAR function indicated at the top left of the screen by issuing the voice command, CLEAR.
   When live annotations are active, no other controls or voice commands are accessible within the application. You must use the CLEAR action to regain control and access other functions of the app.

Telephoto support

The RealWear Navigator 500 and 520 series devices offer a telephoto mode allowing up to a 2x optical zoom that lets you get closer to a subject without losing any picture detail.

To access the telephoto feature:

1. When you're in a video call, say the voice command SETTINGS to open the settings menu.
2. Say the voice command TELEPHOTO to toggle the telephoto feature on and off.
   • In the screen below, the telephoto setting is disabled:

     

   • In the following screen, the telephoto setting is enabled:

     

3. To set the zoom level for the device, say the voice command ZOOM LEVEL followed by 1 to 5.
   • In the following image, the zoom level has been set to 1 using the command ZOOM LEVEL 1:

     

Thermal camera support

The RealWear Navigator 500 and 520 series devices offer an optional Thermal Camera Module that, if installed and enabled, lets you access thermal imaging in your sessions.

• For information on using the Thermal Camera Module, see this video.
• For additional details and FAQs on the Thermal Camera Module, refer to https://support.realwear.com/knowledge/thermal-camera-module-faqs.

To access the Thermal Camera during a call:

1. Say the voice command SETTINGS to open the settings menu.
2. Say the voice command THERMAL CAMERA to launch the RealWear’s native interface for the thermal camera.

   

3. Say the command START NOW to start the screen share.

   

4. The RealWear Thermal Camera View is displayed:

   

   Screen sharing stops automatically when you exit Thermal Camera Mode. However, if a screen sharing session was already in progress before accessing thermal camera, then it continues to remain active and only the thermal camera is stopped.

5. To capture a photo, say the command TAKE PHOTO. You’re returned to the Expert on Demand application’s interface with the captured photo where you can optionally annotate the photo before sharing it with the remote expert.

   

6. You can take a photo or record a video to share with the remote expert, or simply navigate back to the Expert on Demand application’s call screen. To navigate back to Expert on Demand Application, say the command NAVIGATE BACK.
7. Use the EXIT command to switch back to local default call view.

The Background Noise Reduction (BNR) feature is enabled by default when a user logs in. Use the Menu voice command to access the application menu and say, Noise Off to toggle the feature off.

Disabling this feature toggles the corresponding switch in the menu to the OFF position, and the BNR status is also shown as disabled at the top-right of the screen.

To enable BNR again, access the menu and say the voice command Noise On. This updates the switch in the menu to the ON position, and the status icon at the top-right of the screen also changes to indicate the feature has been enabled.

Notes

• The BNR feature can be toggled only when there are no on-going calls. Support to toggle BNR during a call is not currently available.
• The corresponding voice commands to toggle BNR on and off are also supported without requiring the menu to be open. The status indicator at the top will update to reflect the current state accordingly.
• While a user’s chosen BNR preference will persist across application or device restarts, the setting is stored locally on the device. Hence, once a user logs out, the application will reset back to the default BNR-enabled state.

The following is a description of how to use your visual keyboard.

• To scroll through the characters, move your head left and right.

• To enter a character, say the corresponding word beneath the letter that you wish to enter. For example, to enter the letter b, say Bravo.

• You can enter multiple letters at one time by saying the corresponding words together. For example, to enter the name Becky, say Bravo Echo Charlie Kilo Yankee.

• To change how you enter data into text fields, say A B C mode, Symbols or Numbers.

• When you've finished entering your text, say the submit action command that's on the screen. For example, in the example shown above, the submit action is Submit.

• To clear your entry, say Backspace to remove the last letter or Cleartext to clear all.

• To undo the last entry, say Undo.

Certain global voice commands, such as Navigate Back, and Navigate Home, can be recognized and activated from any screen.

• For a list of global commands in English, see: https://support.realwear.com/knowledge/voice-commands#GlobalVC.
• For global commands in other languages, see the following user guide: https://support.realwear.com/knowledge/realwear-navigator-500-series#user-guide.

Sign in

Main functions

Calls

Keyboard commands

File sharing

Global commands

To migrate to device-based licenses, reach out to your Cisco partner contact person, Cisco Account Manager, or Customer success manager. If you do not have access to any of those, please see this link and contact the appropriate Cisco support team, and they will guide you through the necessary steps.

Prerequisites

To migrate to device-based licensing please make sure you meet the following requirements:

• Webex Expert on Demand named-user paid licenses.
• Administrator access to Webex Control Hub.

Expert on Demand device-based licensing setup

Once your Expert on Demand subscription has been added to your Webex organization, to complete your subscription setup:

1. Login to Webex Control Hub using your administrator credentials.

   You’ll be prompted to complete the Expert on Demand subscription setup (along with any of your other subscriptions).

2. Select Next and then select Submit.
3. Select Set up now:

Follow the instructions to complete licensing setup.

The Device Management in Control Hub setting allows users to manage the Expert on Demand Devices in your organization. To manage Webex Expert on Demand devices, you’ll need to meet the following prerequisites:

• You’ll need an administrator for your customer organization with either the full admin role or device admin role. Alternatively, you can have a partner administrator with the appropriate permissions handle the licensing on your behalf.
• Of course, you’ll need a supported Expert on Demand Device:
  • RealWear HMT-1
  • RealWear HMT-1Z1
  • RealWear Navigator 500
  • RealWear Navigator 520
  • Google Glass 2

To manage your Webex on Demand devices:

1. Depending on whether your customer organization is an existing or new user of the Expert on Demand, you may encounter slight differences in the initial device management experience.

   From the customer view in https://admin.webex.com, go to Management > Devices:

   Use of the Control Hub integration requires certain feature toggles to be enabled. Contact the Cisco Customer Success team for assistance.

2. Click on the XOD devices tab.

   Users can search for devices by Id, Type, and Name, as well as free text search:

Add a single XoD device

To add a single XoD device:

1. Click Add Device.

   Devices need to be added here to use the Expert on Demand App.

2. Choose Single Device:

   

3. Enter the following Device information:

   • Select Device Type from the options provided in the drop-down menu:

   • Enter your Device Serial Number
   • Optionally, enter a Custom Device name (Example: Tom’s RealWear HMT-1)

4. Click Done to add a single device:

Add multiple XoD devices

To add multiple XoD devices:

1. Click Add Device.

   Devices need to be added here to use the Expert on Demand App on those devices.

2. Choose Multiple Devices:

   

3. Enter the same information as you would for adding a single device for each device you’d like to add.

Delete an XoD Device

You can delete devices by clicking on the trash can icon next to each device or by selecting multiple devices and choosing bulk delete:

You can easily add multiple devices to your Expert on Demand registry using simply formatted Comma Separated Value (CSV) files.

To bulk add devices to the Expert on Demand registry:

1. Under Management in the left nav, select Devices and then select the XOD devices tab. Click Add Device.

   

2. Select Bulk Devices Import/Upload CSV file.

   

3. In the Bulk add devices dialog, click Download a file to download a sample CSV template.

   

4. Fill in the fields in the sample CSV file:
   • serialNumber: The serial number of the device. Required.
   • deviceModel: The model of the device. Required.
   • deviceName: A friendly name for the device. Optional.

   The supported devices are:

   • RealWear HMT-1
   • RealWear HMT-1Z1
   • RealWear Navigator 500
   • RealWear Navigator 520
   • Google Glass 2
   The entries in the device model column must exactly match one of those names (ignoring case).

   An example CSV file:

   

5. After you’ve created your CSV file, click Choose a file and navigate to it, select the file, and click OK to upload it to the server.

   

6. Once the file is uploaded, click Import to perform the file import.

   

   If the system finds any errors such as duplicate serial numbers, formatting errors, or unknown devices, a dialog is displayed. Correct the errors and reupload the files.

   

7. If no errors are found the devices are added to the XoD registry. Navigate to the XoD Devices tab to see the newly added devices.
8. For each device added, apart from the information entered while adding the device, there are three additional fields listed:
   • Version – which indicates the current XOD app version running on that device.
   • Status – indicates the license status for the device.
   • Last seen – indicates when the last license validation was performed by the device.
   The Version and Last seen fields are populated only after the XoD app is opened once the devices have been added in Control Hub.

You can find information on controlling access to your Webex on Demand integration in the Control Hub documentation:

• For information on enabling (or disabling) access to all of your integrations, see Enable global access to integrations for all users.
• If you have a Pro Pack for Control Hub license and you’d like to selectively allow access to Expert on Demand for specific users, see Configure user access with Pro Pack.
  You’ll need to search for Expert on Demand integration using the following ID: Y2lzY29zcGFyazovL3VzL0FQUExJQ0FUSU9OL0MyZDhkNjk0MzkxNTcyMTM0MGEzNTg3MjA0ZmZlYjEyMGVmZjE0MzZhM2I1YjliOGVmOWJiMzY1YTNjZTQxZGM0
• For information on resetting integration access, see: Perform a hard policy reset for all your integrations.

If you’ve never accessed Expert on Demand, we offer a 60-day trial for up to five supported devices. The trial window starts on adding the first device. The availability of the trial feature for the organization, as well as the trial-period start indication, is conveyed through banners in the Control Hub device administration page. At the end of trial period, any added devices are moved to an expired state, unless you’ve purchased an Expert on Demand device license subscription (the trial also ends immediately upon purchase of a subscription).

For existing organizations that have already added one or more Expert on Demand devices to their Control Hub account (either with or without an Expert on Demand device license subscription), there is no separate trial period offered. However, if your organization has added a greater number of devices than their purchased subscription licenses count, then those additional devices are added to a 60-day trial period. No additional trials would be offered to existing orgs.

Onboarding new devices

For more information on adding devices, see the corresponding entries in the Admin guide tab.

Check Device license and subscription status

When you’re viewing your list of devices in Control Hub, the ‘Status’ field indicates the current license status of each added device.

To view the Expert on Demand device license and subscription status for each of your devices:

1. Login to Webex Control Hub using your administrator credentials.

1. Select Devices and then select the XOD Devices tab.
2. The version of the Expert on Demand app on the device is indicated in the Status column of the device list:

   

The available statuses are:

• Trial – indicates that the device is associated against a trial license.
• Paid – indicates that the device is associated against one of the paid subscriptions.
• Expired – indicates that the license associated against the device has expired.

There are banners displayed on the XOD Devices page for any upcoming license or subscription expiration occurring within the next 28 days. Similarly, the license expiration indicators are also shown at the device-level adjacent the Status field for each device, mentioning the indicating the month and year of the license expiration. The expiration date starts from the oldest-added device first.

License Usage Summary

The Learn More text displayed next to the available license count, shows a license usage summary popup. When the trial window is running for an organization, this summary displays the information related to your trial. If your organization has purchased an Expert on Demand device license subscription, then the summary indicates the number of purchased licenses, in-use licenses, and available licenses:

Bonus device licenses

Cisco is currently offering an additional increase in licenses equal to ten percent of the number of your existing licenses if you’ve purchased an Expert on Demand license subscriptions. The exact count of those additional bonus licenses is also indicated in the summary:

Check the Expert on Demand client version

To view the Expert on Demand app version for each of your devices:

1. Login to Webex Control Hub using your administrator credentials.
2. Select Devices and then select the XOD Devices tab.
3. The version of the Expert on Demand app on the device is indicated in the Version column of the device list: