System Info   

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General Info

 

Basic device information can be found during a remote session within the “General Info” tab.
 
Note  :  All displayed information can be copied to the clipboard by clicking the clipboard button, and refreshed by clicking the reload button.

 

General Info

Phone Number

Displays the phone number associated with SIM card.

Network

Displays the mobile service provider (if available).

Rooting

Identifies if the device has been rooted or not.

Model Number

Displays the mobile device model number.

Android version

Displays the Android version.

OS Version

Displays the Kernel version.

Battery status

Displays battery status.

Internal Storage

Displays remaining and total internal storage capacity.

SD Memory

Displays remaining and total storage capacity on the secure digital (SD) memory card.

3G/4G Signal Strength

Displays 3G/4G signal strength (%)

Wi-Fi Signal Strength

Displays Wi-Fi signal strength (%)

Memory

Displays total system memory and current memory consumption.

Serial Number

Displays the device serial number.

Build No.

Displays the device build number.

MSISDN

Displays MSISDN information on SIM card.

IMEI

Displays IMEI information on SIM card.

Software Version

Displays the device software version. (only available on some mobile devices)

Airplane Mode

Displays whether Airplane Mode is on or off.

Wi-Fi

Displays whether Wi-Fi is on or off.

Screen Resolution

Displays the device screen resolution

Bluetooth

Displays whether Bluetooth is on or off.

Language

Displays language information.

Account

Displays the email account attached to the mobile device.

Background Data

Displays background data status.

Automatic Synchronization

Displays whether Automatic Synchronization is on or off.

Silent Mode

Displays the current sound mode on the mobile device. (Normal, Vibrate, Silent)

Password

Displays whether the device is password protected or not.

Roaming

Displays whether Data Roaming is on or off.

Ringtone

Identifies the ringtone on the mobile device. (The ringtone will be displayed as a number)

Speaker

Display the volume level.

APK Version

Identifies the RemoteCall App version on the mobile device.

 
 
 
 
 
 
 

Quick Settings   

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Quickly verify and change the remote device settings by double-clicking items within the Quick Settings tab. To update the newly configured information, click the reload button.

 
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Process Info   

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View memory and CPU consumption, as well as the disk usage of the remote device in the “Process Info” tab.
 
Note  :  All displayed information can be copied to the clipboard by clicking the clipboard button, and refreshed by clicking the reload button.

 
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Ending a Remote Process
 
1.  Click (X) button to end an active process.
2.  Click “Yes” to the following confirmation message.
3.  The customer will receive a notification on their mobile device once the selected process has been successfully terminated.
 
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Applications   

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A complete list of all installed applications can be found within the Applications tab. Switch between pre-loaded and user installed applications by clicking the arrow icons beside “Application Info.”
 
Note  :  All displayed information can be copied to the clipboard by clicking the clipboard button, and refreshed by clicking the reload button.

 

Application

Info

Program

Displays a list of all the installed applications.

Version

(Pre-loaded & User Installed)

Status

Displays the application version.

Delete

Displays the application status.

 
 

Application Info

 

Click on an application within the “Applications” tab to view additional information.

 
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Launching an Application

 

Double-click on an application within the “Applications” to open it on the Android device.

 
 

Uninstalling / Rolling Back an Application

 

1.  To uninstall or roll back an application to its original factory version, click (X) beside the app name.
2.  Click “Yes” to the following confirmation message to continue.
3.  The customer will receive a popup notification on their Android device confirming the action. Instruct the customer to tap “OK” to finalize this process.

 
 
 
 
 
 
 

Chat / Send Message   

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Use the “Messaging” tab to communicate with your customer. Switch between “Chat” and “Send Message” by clicking the arrow icons beside the selected feature.
 
Note  :  All displayed information can be copied to the clipboard by clicking the clipboard button.

 

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[ Representative Chat ]    [ Customer Chat ]

 
 
 
 
 
 
 

Logs   

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Import log information from the mobile device from the Log tab. Check the appropriate boxes to select which activities are to be imported and select the amount of lines to be generated. You import either the first and last 500 or 1000 lines.
 
Note  :  All displayed information can be copied to the clipboard by clicking the clipboard button.

 
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Session Reports   

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View previous session details of any mobile device from the Session Reports tab. RemoteCall is able to verify previous support sessions from the mobile device’s telephone number.
 
If the mobile device does not have a SIM card present, RemoteCall will not be able to a generate session report for that device.
 
Note  :  All displayed information can be copied to the clipboard by clicking the clipboard button.

 
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File Transferring   

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View Files

 

Navigate through the customer’s mobile device to view files. Click upfolder to navigate to the root folder. Click reload to refresh the contents within the current folder.

 
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Deleting Files

 

1.  To delete a file or folder, right click on the desired item and click “Delete”.
2.  Click “Yes” to the following confirmation message to continue.
3.  The customer will receive a popup notification on their Android device confirming the action. Request the customer to agree to the confirmation message and tap “Yes”.
 
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Opening a File

 

1.  Select a file from the customer’s mobile device through the “File Transfer” tab.
2.  To open the selected file, double-click it.
3.  The support representative will receive a popup notification in the Viewer. Click “Yes” to open the file.

 
 

Uploading Files onto the Mobile Device

 

1.  Select a file from the local computer through the “File Transfer” tab.
2.  Once you have selected a file or a folder, navigate to the desired location for this file or folder and click the “Up Arrow” icon to upload the file onto the mobile device.
 
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3.  The customer will receive a popup notification confirming this action. Request the customer to agree to the confirmation message and tap “Yes”.
4.  Once the customer taps “Yes”, the upload process will begin. The upload progress can be checked by going into the Notification Panel, or by looking at the bottom of the “File Transfer” tab
Note  :  When uploading multiple files, be sure to check: “Include the next [X] files/folders.” before tapping “Yes” on the mobile device.

 
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