Knowledge Base

TeamViewer Installation

Installing the TeamViewer application is required for supporters in order to be able to initiate remote control and Pilot (Augmented Reality) connections and optional for all other users on Windows, Mac and Linux. If the full TeamViewer client is not installed on the aforementioned Operating systems, a run-once version of TeamViewer is downloaded when you try to join a TeamViewer session as the supported party. On mobile (Android, iOS) the respective TeamViewer client (Quick Support or Pilot) is required. We recommend installing the TeamViewer application as this will reduce the time required to join a session. However, please note that you will need administrator access on your system to install TeamViewer.

To install the TeamViewer App, follow the below steps

• Download the TeamViewer installer by invoking the following URL: https://download.teamviewer.com/download/TeamViewer_Setup.exe
• Run the downloaded application. Choose the Default Installation option as shown below and then click the Accept – Finish button

• In case the User Account Control dialog pops up, click the Yes button. TeamViewer installation will proceed and complete.

TeamViewer App for Microsoft Teams installation

The app can be found and installed directly from the Microsoft Teams Apps store (Apps icon in the left sidebar menu) 

Using TeamViewer app for Microsoft Teams

The TeamViewer app for Microsoft Teams is composed of 4 main components:

• A bot (in the Activity tab)
• 4 Static tabs: Help, Settings, Active Sessions and Connection History
• A configurable tab TeamViewer for channels and group chats
• Messaging extensions available in the command box and compose area

• If you are not a TeamViewer administrator, then you can see which licenses are available (i.e. active if you have the license AND the administrator has allowed it), but will not be able to change them.

Active Session tab 

In this tab, you can find the active sessions created in Microsoft Teams through the messaging extensions (described later).

• If you are a TeamViewer administrator or have the required permissions, then you can see sessions of your company’s employees and filter them by username

• If you are not an administrator, you can only see your own sessions.

In the Active Session tab, you can find the following information:

• Session code: code of the TeamViewer session created
• Session type: Remote Control or Pilot session
• Team & Channel: when created in a channel, display the name of the Team and Channel
• Created on: date and time of the session creation
• Expires on: expiration date of the session
• Status: session state (Online or Offline)
• Connect button: when session is online, Connect button becomes active and can be used to start the connection.

The list of active sessions and session status (online or offline) is automatically refreshed every 30 seconds.

You can sort data based on any column (sorted on “created on” descending by default) and use pagination if needed.

Connection history

In this tab, you can find listing of all connections created in Microsoft Teams through the messaging extensions (described later).

• If you are a TeamViewer administrator, then you can see connections of your company’s employees and filter them by username or on a specific period (From / To Date).

•  If you are not an administrator, you can only see your own connections and filter them on a specific period (From / To Date).

Connections list is automatically refreshed on first load and every 30 seconds, while you’re viewing the tab.

• The following information are available in the table:
• Session code: code of the TeamViewer session created
• Connection type: Remote Control or Pilot session
• Duration: session’s duration
• Team & Channel: when created in a channel, display the name of the Team and Channel
• Start date: start date of the connection
• Notes: supporter notes
• Supporter: supporter username

You can sort data (sorted on “Start Date” descending by default), use pagination and filters if needed. You can click on a connection to show more details.

Here are the properties displayed in the details panel:

• Report id
• User Id and Username
• Group Id and Group name
• Session Code and Type
• Assigned at and Assigned User Id
• Start and End date of the session
• Duration and expiration
• Rating and comments
• Team & Channel

A loader with a warning message “Background synchronizing…” is displayed when the automatic background synchronization is started to update the connections every time you go to the tab with a minimum of five minutes between them.

Initial configuration

You can add a configuration TeamViewer tab to a channel or a group chat if you have the permission to do so in Microsoft Teams:

• Click on the + icon on a group or channel
• Select TeamViewer in the app list (app must be installed for the Teams or group chat)

After this, all devices from these groups will be displayed for channel or group users with the following information:

• Devices: device name
• Groups: devices group name
• Owners: owner of the group (useful when several groups have the same name)
• Connect button

Notes:

if you do not have permissions in TeamViewer to share a group, it will be automatically removed from the tab’s configuration.

• If you logout from the Microsoft Teams app, then all shared groups are removed from all tabs, and invited users by the automatic sharing system will have their access removed.

Message Compose area

You can create invitation cards directly from the compose area:

• By mentioning the app directly in your text: “... @TeamViewer“

•  By selecting the TeamViewer app from the bottom menu

Both actions will trigger a popup. Depending on your TeamViewer license(s), you may get one of these cases:

• If you have both Remote Control and Pilot licenses and the administrator has not restricted any features, you will then be presented with a popup to select what type of connection you want to create, as shown below.

• If you only have one available type of TeamViewer license or the administrator has allowed only one, then the respective type of connection invitation is created and the card is added to the channel or chat.

•  If you have a TeamViewer license, but the functionality is restricted by the administrator, or you have no available license, then you will see an error message.

The invitation card is added to your compose area, and you must send the message in order to share your invitation to other chat users.

When the user who wants to receive the support clicks on Launch session then their device is ready to receive the connection

A second (supporter) card is also sent in parallel by the TeamViewer bot in the Activity tab of the application. This supporter card lets you:

• Join the session as administrator
• Refresh status of the session (Offline / Online)