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Mobile Agents Tipology

Mobile Agents Tipology

Overview

Agents can log in using the XCALLY mobile app to manage voice calls directly from their smartphones.

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The Mobile typology is available only starting from version 3.33.0 and if the Mobile feature is enabled in the license.

Discover more about the mobile app here.

Edit Mobile Agent

Voice

The Voice section displays settings related to the agent's SIP (Session Initiation Protocol) client configuration. These parameters control how the agent interacts with telephony infrastructure, including call behavior, media handling, and security.

  • Transport: Set the default transports in order of preference according to the following guidelines:

    • TLS Transport: if using TLS, select the tls protocol and ensure that encryption=yes is enabled.

    • TCP/UDP Transport: if using TCP or UDP, select the tcp option.

It is recommended to avoid using the UDP protocol due to potential performance issues and functionality limitations—such as Caller ID not displaying correctly in push notifications.
Therefore, if UDP is enabled on your mobile agent, remove it and configure only the TCP transport.

  • Host: insert Host IP (for fixed IP access only) or dynamic (for dynamic access) for SIP registration

  • NAT: this variable changes the behaviour of Asterisk for Agent's access behind a firewall. Choose a value among the following: yes, no, force_rport, comedia, never, route

  • Type: this field defines the role of SIP within Asterisk, so the relationship between agent and outbound provider. Insert a value among User (used to identify incoming calls), Peer (for outgoing calls) or Friend (which covers both User and Peer)

  • Allowed Codecs: Audio Codecs to be used during the call. Choose a value from the list: ulaw, alaw, gsm, g722, g729, opus

Please, note that codec g729 is not compatible with the Phonebar and WebRTC Agent.  

  • Caller ID: the default caller id shown to call recipients

  • Context: this value defines the Agent context (default and recommended value=from-sip)

  • Call Group: defines the Agent's call group 

  • Pickup Group: defines the Agent's pickup group

  • Chanspy if enabled admin can monitor agent’s phone calls (for more information explore ChanSpy documentation)

  • Video support: this option enable the H264 video codec. In any case, the video channel is not supported

  • Record calls to user extension (default=Inactive; other choices: waw, waw49, gsm) to allow the Agent who gets a call to be recorded automatically

  • Encryption (yes/no) using SRTP (Secure Realtime Protocol) Encryption

Other Channels

Mobile App

In this section, you can configure the Mobile App settings, including the Mobile App Push Gateway.

Enter the Push Gateway address and port in the format: YOUR_IP_SERVER:5060

To use the Mobile App, you must configure your own Push Gateway.

Permissions

Client Logs