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\uD83D\

uDCCB What is a Push Gateway?

uDCCB What’s about

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.pngImage RemovedOn this page, you can see how the push gateway works, while at this link you can explore how to configure your push gateway.

image-20240617-150809.pngImage Added

(blue star) Requirements

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  • For

Alpha Test:☑️ To use

  • XCALLY App, you

need an iOS device (Android 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

  • can use iOS or Android devices (by downloading app from Apple/Play Store)

  • You must enable on your license Mobile option

  • You need to configure your own push gateway (follow these guidelines at this link) and on XCALLY Firewall you must enable the incoming (IN) port 5060 (UDP) to push gateway IP or 5061 if you use TCP for TLS

  • You need to open port 443 and for Voice channel, to allow the voice connection, it is necessary to open RTPports from 10000 to 20000. These ports are open publicly during the call but they are used by Asterisk only after having negotiated ports with external phones

💡 How does XCALLY Push Gateway work?

XCALLY Push Gateway works as a push gateway and as a an 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.

Coming soon: in phase test you must use our Push Gateway, while after on XCALLY there will be a proxy configuration section used by Mobile App to use your own proxy for Mobile App.DEVI FARLO
Info
When a

For Android, the connection is always active, also in background without push notifications, so agents can receive calls even if they close the app. Instead on IOS, 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 the agent has the XCALLY app in the foreground and receives a new incoming call.

Info

To verify if the agent is active, the push gateway sends a ping to the Mobile App. If the app is in foreground, it sends a pong to confirm the 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 the 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 CALLThis 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 the 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 the agent accepts it: in this way, the 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