Technical Services

& Support
SightCall Guide
 SightCall:
Provides live visual access of customers
issues while discussing the technical case on
the phone.

Access to SightCall is available on your Tech

Support Console. To activate during a call, left
click on “SightCall” at bottom left of you
Salesforce screen.

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 A few browsers may require extensions to
allow SightCall to operate on your computer.
Click on the link to download the plugin app.

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 Left click on “Install” to install extension
request required for SightCall.

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 It is required to add this
extension to your browser.
Click on “+ Add to Firefox”.

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 To install app onto some browser click
on “Save File”. This will save the plugin
and allow SightCall to operate on the
browser. The browser must be closed
and reopened after completed to allow
plugin to operate.

A pop up may ask to confirm. Select

“Yes” or “Add Extension” to allow app to
work in browser.

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 Open Salesforce in your browser and click
on “SightCall”.

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 A popup window will appear and
start connecting to SightCall. It
may first show top view to right and
then bottom view until connected.

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 The first step to starting a link
is to make sure User Case
has “Show me” selected.
Note: Other settings are not used by
AGCO.

To start a video session

determine how to send the
link. Either by text (SMS) or
email.

Next select county dialing.

For USA dealers select
“United States”. For Canada
dealers select “Canada”.

Last click “Send” to forward

link to dealer.
NOTE: Country will save after sending 2
request to same country back to back.

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 Case Open and Start SightCall

Case number linked to SightCall

Select video session link.

• SMS
• Email
The system auto populates
when linked to case #.
• Phone #
• Email address
• All session boxes can
be edited.

• Note country flag is

correct when opening
SightCall with a case
open.
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 Screen will say “Waiting for a guest to join
the video session”

If dealer does not receive message you

can resend same link multiple times to the
same phone number.

If session is closed but code is not deleted

the same screen will appear.

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 After Dealer Accepts SMS Link the
Following 2 Screens will Appear.
• SightCall tool screen (Red)
• Video link to mobile device. (Blue)

The Remote screen provides many

different tools for the Technical
Service Specialist (TS&S Agent).

Availability of each tool is shown with

3 different colors.
• Dark gray with white picture
• Available
• White with dark gray picture
• Active
• Light gray with white picture
• Not available

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 Local (TS&S user) Tools

Mobile Device Camera Quality HD/SD

(Use SD for low signal availability. 720p vs 360p)
TS&S Computer
Camera ON/OFF Share TS&S Computer Screen with
Mobile Device
• A pop up will appear.
Mic ON/OFF for • Double click on screen wanting to
TS&S Computer share with dealer.
• A orange circle appears on mobile
device where TS&S curser is
Zoom Mobile Camera View located (not visible to TS&S Agent)

Close/Stop SightCall

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 Remote (Mobile Device) Tools

Phone Information: Pause Screen (allows Annotation)

• Service Provider
• Network
• Mobile Device Mobile Camera Change
• Battery Life Between Forward to Face
View (Mobile user must
approve each change)
Mobile Device Mic
ON/OFF
Save Picture

Mobile Device Camera

ON/OFF View Pictures on Mobile Device
(user must approve and select
picture for viewing)
Mobile Device Light Screen Shot
ON/OFF (locks screen and clears view with
max pixel quality available on mobile
15 device and allows annotation)
 Remote (Mobile Device) Drawing Tools

Pause Screen Take Snapshot Picture Gallery Screen

(allows annotation) (allows annotation) (allows annotation)

Drawing or Circle Erase All Annotations

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 Email Pictures (without case)
• First left click on save icon.
• Select pictures to be emailed. (blue
box appears around selection)
• Left click on “Add Recipient”
• Enter information for email
• Email Address
• Title of email
• Body (Text)
• Left click on “Submit”

NOTE1: Does not save picture on

mobile device.
NOTE2: Does save notations.

Email generated from

noreply@sightcall.com
Includes picture and description in body
of email. Picture file name is “Show Me
(Date) REF- …..jpg”
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 Saving pictures linked to case
Left click on save icon after taking picture.
Then open “Files” in case. You will find all
saved pictures from SightCall under
“Internal Files”. It does take a few minutes
and will require refresh of case before they
are available. Picture if of highest quality
the phone has available.

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Co-Browsing
• Paste webpage into URL location
and select “Start” to send to dealer.
• Controlled by Mobile device and not
by TS&S Agent.

Invite others to current SightCall

• Click on “email” or “SMS” and
window will open further to enter
contact. Limited access to more
participants.

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 Text Message from Dealer (green box)
• Pop up is only visible for few seconds
• Not able to respond in text
• Should be using Natterbox

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 After selecting the red “X” the “End the Conversation” appears.
There are 2 options.
1. Hang Up Keep CODE
• Link is broken blue link can be reused later.
• Mobile device cannot reactivate link
• TS&S enters same phone # in SMS request.

2. Hang Up Delete CODE

• Link is cleared from system.

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 Dealer must first download
the “Visual Support” app from
app catalog on mobile device.

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 Dealer receives SMS message from
random phone number. They clicks
on the link.

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 Mobile Device App Screen
• Start Quality Test (only available)

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 Results after about a Minute
• Green Checks = Good
Mobile Device Quality Tests
• Network
• Call
• Results

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 Mobile Device View
• Orange markings are created by TS&S.
• Green Markings are created by user on
mobile device.
• Bottom Button Descriptions
1. Camera ON/OFF
2. Pause
3. Mic
4. Switch Camera Between Forward to
Face View
5. Flash Light
6. Text Message
7. End SightCall Session

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SightCall Guide
END