XCALLY PUSH GATEWAY

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\uD83D\uDCCB What is a Push Gateway?

XCALLY Push Gateway 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

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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?

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.

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

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

⚙️ Mobile App in foreground

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

To verify if the agent is active, push gateway sends a ping to 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:

XCALLY server receives an INVITE request addressed to a specific agent
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

CLIENTE CHIAMA
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

TOGLIERE INVITE E REGISTER

⚙️ Mobile App in background

To verify if the agent is active, push gateway sends a ping to Mobile App and when app is in background, 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

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:

CLIENTE CHIAMA
XCALLY SERVER NORMALMENTE MANDA CHIMATA A OPERATORE ESSENDOCI PUSH GATWEAY MANDA A LUI
PUSH GATEWAY RICEVE RICHIESTA INVIATA DA XCALLY SERVER
XCALLY Push Gateway SA CHE APP app is in background, so it send a push request to the Apple Push server
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)
So device receives the notification and agent accepts it: in this way app mobile passes to foreground status.
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

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

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