Versions Compared

Version Old Version 5 New Version 6
Changes made by

Product Knowledge

Product Knowledge

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

On this page

Table of Contents
minLevel1
maxLevel3
outlinefalse
stylenone
typelist
printablefalse

\uD83D\uDCCB What is a Push Gateway?

Push gateways act as SIP proxies responsible for directing INVITE requests to the agents. If an agent fails to answer, the push gateway sends a push notification to inform him/her about the incoming call. So we have implemented a XCALLY Push Gateway to generate push notifications when XCALLY App is in background and it is necessary to advise agents about incoming calls to handle.

serve perchè quando hai app in bk mandare push

agent non è disponibile

cdc3d2a9-237b-441e-bebd-7e6a5f529b1a-20240207-102804.png

Panel
bgColor#FFEBE6

For Alpha Test:

☑️ To use XCALLY App you need an iOS device (Android work in progress)
☑️ For Alpha test, app App can be used only for users enabled on our Apple account (in this phase it is not possible to use customer’s Apple account)
☑️ To install XCALLY Push Gateway you need our certificate, to use correctly VoIP push notification,by authenticating on our Apple's server only for our App

💡 How XCALLY Push Gateway works?

XCALLY Push Gateway works both as push gateway and as a SIP Proxy which acts like a filter to accept just specific requests opening certain ports to agents registered to XCALLY machine. In this way security can be guaranteed.

Info

Coming soon: in phase test you must use our Push Gateway but when app will finish beta test, , while after on XCALLY there will be a proxy configuration section used by Mobile App so if you desire to use your own proxy for Mobile App, it will be possible to configure it . DEVI FARLO


When a new call arrives, it’s necessary to know if agent’s App is in foreground or background.

⚙️ Mobile App in foreground

image-20240208-164748.png

This scenario shows you the steps of gateway operation if agent has XCALLY app in foreground.

Info

To verify if the agent is active, push gateway sends a ping to Mobile Appevery few seconds (configurable parameter). If the app is in foreground it sends a pong to confirm active status

When an agent, logged with the App mobile, receives a new incoming call:

  1. XCALLY server receives an INVITE request addressed to a specific agent

  2. XCALLY Push Gateway try INOLTRA CHIAMATA ALL’AGENTE CHE GESTISCE CHIAMATA to connect to the agent and if he/she is correctly registered, the INVITE request will be sent to the agent which manages the call

  1. CLIENTE CHIAMA

  2. XCALLY SERVER NORMALMENTE MANDA CHIMATA A OPERATORE ESSENDOCI PUSH GATWEAY MANDA A LUI

  3. PUSH GATEWAY RICEVE RICHIESTA INVIATA DA XCALLY SERVER

  4. PUSH GATEWAY MANDA A CLIENTE - PUSH NOTIFICATION DI APPLE NON ENTRA IN GIOCO

TOGLIERE INVITE E REGISTER

⚙️ Mobile App in background

Info

To verify if the agent is active, push gateway sends a ping to Mobile Appevery few seconds (configurable parameter) and when app is in background, pong is not sentXCALLY PUSH NOTIICATION NON RICEVE pong DALL’APP MOBILE. So, by knowing that Agent’s app is in background, this information is saved on databasein cache. If a new call arrives it is necessary to resume the app (to understand if agent is really available) by sending an iOS push notification (COME SPIEGATO SOTTO). If agent answers to notification and push gateway sends another ping, app is now on foreground and it sends a pong. Let's see how below

xcally push gateway-20240212-125638.jpg

TOLGIERE FRECCIA 4 + REGISTER E FRECCIA GIALLA INVITE SCRIVERE NEW INCOMING CALL

This scenario shows you the steps of push gateway operation if agent has XCALLY app in background.
When an agent, logged with the App mobile in background, receives a new incoming call:

  1. CLIENTE CHIAMA

  2. XCALLY SERVER NORMALMENTE MANDA CHIMATA A OPERATORE ESSENDOCI PUSH GATWEAY MANDA A LUI

  3. XCALLY server receives an INVITE request addressed to a specific agentPUSH GATEWAY RICEVE RICHIESTA INVIATA DA XCALLY SERVER

  4. XCALLY Push Gateway will firstly try to directly connect to the agent but if SA CHE APP app is in background, the gateway so it send a push request to the Apple Push server

  5. Apple server will forward the Push notification (VoIP type) to the App mobile belonging to of the relative agent to advise about the incoming call (app stays listening for possible push notifications)
    With VoIP notifications it’s possible to answer the call even if the app is in background and e.g. agent has locked phone. In this way app is resumed and it returns to foreground (you can see below screenshots about it)

  6. So device receives the notification and agent accepts it: in this way app mobile passes to foreground status and app sends new REGISTER to Gateway. Register is essential to understand who is registered to the gateway and it verify if Agent’s IP address is the same or changed (if it is different, e.g. because the agent has moved from office to smart working by changing network connection, it is correctly REGISTER again).

  7. XCALLY Push gateway rebsumit INVITE through newly created connection and the inbound call is managed by the agent

Example of

  1. XCALLY Push gateway CHE ERA IN ATTESA DI INOLTRARE LA CHIAMATA, PUò ORA INVIARE LA RICHIESTA DI NUOVA CHIAMATA ALL’AGENTE

Example of iOS Push Notification

PN with locked phone → agent can slide to answer and manage the call

Screen APP (1)-20240208-172521.png

PN with background app → agent can accept or decline the call

Screen APP (2)-20240208-172529.png

When agent starts the call he can click on XCALLY button to open app or he can directly use speaker or keypad, set mute option or end the call

Screen APP (3)-20240208-172927.png