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\uD83D\uDCCB What is a Push Gateway?

XCALLY Push Gateway generate generates push notifications when XCALLY App is in background , and it is necessary to advise agents , who are not temporarily available, 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 These are the requirements needed for Alpha Test phase:

☑️ To use XCALLY App, you need an iOS device (app for Android devices is work in progress)
☑️ 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)

💡 How XCALLY Push Gateway works?

XCALLY Push Gateway works 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, while after test on XCALLY there will be a proxy configuration section used by Mobile App , which you must set to use your own proxy for Mobile App.DEVI FARLO

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

⚙️ Mobile App in foreground

MicrosoftTeams-image (18)-20240215-131623.png

This scenario shows you the steps of gateway operation if agent has XCALLY app in foreground and he receives a new incoming call.

Info

To verify if the agent is active, push gateway sends a ping to the Mobile App. 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. A new incoming call from a client arrives to XCALLY Normally, when the App is in foreground, (and generally XCALLY server sends the call to a the specific agent, but in this case there is the Push Gateway). So XCALLY Push Gateway receives the request from XCALLY SERVERserver

  2. XCALLY Push Gateway redirects the call to the client (push agent who manages the call (in this process, the Push notification does not get involved in this process)

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

  2. xCALLY Push Gateway 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

  • Arriva la chiamata

  • XCALLY SERVER NORMALMENTE MANDA CHIMATA A OPERATORE ESSENDOCI PUSH GATWEAY MANDA A LUI

  • PUSH GATEWAY RICEVE RICHIESTA INVIATA DA XCALLY SERVER

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

⚙️ Mobile App in background

Info

To verify if the agent is active, push gateway sends a ping to Mobile Appand when the app is in background the XCALLY Push Gateway does not receive a pong from the Mobile App. This information remains saved in cache. If a new call arrives it is necessary to resume the App by sending a push notification, as reported in the diagram panel below. If the agent answers to the notification, the Mobile App goes automatically in foreground. Let’s see how:XCALLY PUSH NOTIICATION NON RICEVE pong DALL’APP MOBILE. So, by knowing that Agent’s app is in background, this information is saved in cache. If a new call arrives it is necessary to resume the app by sending an push notification (COME SPIEGATO SOTTO). If agent answers to notification, app is now on foreground. Let's see how below

MicrosoftTeams-image (19)-20240215-135159.png

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

This scenario shows you the steps of push gateway 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. A new incoming call from a client arrives to XCALLY Normally, when the App is in foreground, (and generally XCALLY server sends the call to a the specific agent, but in this case there is the Push Gateway). So XCALLY Push Gateway receives the request from XCALLY SERVERserver

  2. XCALLY Push Gateway recognizes that the App is in background, therefore, it sends a push request to the Apple Push server

  3. Apple server will forward the Push notification (VoIP type) to the App mobile 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 the phone. In this way app is resumed, and it returns to foreground (you can see below screenshots about it).
    So device receives the notification and agent accepts it: in this way, app mobile passes to foreground status

  4. EventuallyIn this way, the XCALLY Push Gateway, which was in stand bywaiting for forwarding the call, can now forward send the request of new incoming call to the agent

  5. CLIENTE CHIAMA

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

  7. PUSH GATEWAY RICEVE RICHIESTA INVIATA DA XCALLY SERVER

  8. XCALLY Push Gateway SA CHE APP app is in background, so it send a push request to the Apple Push server

  9. Apple server will forward the Push notification (VoIP type) to the App mobile 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)

  10. So device receives the notification and agent accepts it: in this way app mobile passes to foreground status.

  11. 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