AR Use Case Requirements: Remote Assistance

User privileges 

• The caller MUST have the right privileges to start a call

User Controls

• The solution SHOULD allow the management of Remote Assistance controls (e.g. camera on, send photo, audio)
• The caller COULD obscure portions of the physical environment before starting a call

Authentication

• The solution SHOULD authenticate the participant(s)

Video stream

• The solution MUST have a video stream
• The expert MUST be able to see what the caller sees
• The call MUST revert to audio if the video is not available

Annotation

• The caller and participant(s) MUST be able to annotate the environment
• The solution MUST be able to annotate with simple shapes (circles, arrows etc)
• The solution SHOULD be able to freehand annotate (e.g. draw shapes)

Communication

• The solution MUST support voice communication
• The solution SHOULD support text chat

Content

• The solution SHOULD be able to Access files / pre-created content (pdf, images etc) before starting remote assist
• The solution SHOULD integrate with other enterprise systems (e.g. ERP, Job allocation, help desk jobs)
• The solution COULD allow for content to be sent before the start of a call for context
• The digital annotations MUST stay fixed to the physical environment until the session is completed

Call Management

• The solution MUST meet the requirements of the WebRTC protocol (https://www.w3.org/TR/webrtc/)
• The call SHOULD be able to be recorded
• The call recording, if provided, MUST be able to be disabled