Hosted ringing

An agent's call rings a customer's phone through a push. That push can come from your own server, as Your calling server describes — or from Graine, with hosted ringing. With hosted ringing you upload your push credentials once; the SDK registers each device with Graine, Graine rings it when a call is due, and the SDK reports every outcome back. No server of yours is involved.

Versions: iOS, Android and Flutter 0.7.0; in React Native, @graineai/inapp-react-native-calls 0.2.0 with @graineai/inapp-react-native 0.41.0. Older apps cannot register the device with Graine, so they are not rung.

Two ways to ring

The ring itself is the same — CallKit on iOS, the call notification on Android, the same call screen — and so is the conversation. The two can run side by side: a push your own server sends rings as it always has.

How it works

Create your credentials

You make these once per app, in your own Apple and Google accounts. Graine never sees those logins: you upload only the key file and its details.

Set it up

// Only with a FirebaseMessagingService of your own — it outranks the SDK's:
class AcmeMessagingService : FirebaseMessagingService() {
    override fun onNewToken(token: String) = GraineCalls.onNewToken(this, token)   // registers this device with Graine
 
    override fun onMessageReceived(message: RemoteMessage) {
        if (GraineCalls.handlePush(this, message.data)) return   // a call: it rings
        // …your app's other pushes
    }
}

The app's own setup for calls is unchanged: the capabilities, the permissions and the call screen in In-app calling and Permissions.

What Graine stores

What a ring carries

agent_id is the id of the agent that booked the call — not personal data. An app running several agents answers the ring with that agent, in its design; one it does not have configured answers with the default agent.

Nothing else: no reason, no variables, nothing about the customer. A push waits at Apple or Google until the phone is reachable, so it carries only what the ring shows. The agent learns why it is calling when the call connects — it hears who_called as scheduled and the call's reason — and the variables the booking carried reach it the same way.

Answering. With the SDK's WebRTC module in your app (0.9.0), the call is set up while the phone rings, and the answered call carries its audio over WebRTC — steadier on a weak network — or, when WebRTC cannot set it up, over the WebSocket inside the same call, with no second ring. A declined, missed or expired ring lets go of what was prepared: nothing was dialled. The agent's In-app call audio setting can keep every call on the WebSocket — WebRTC or the WebSocket.

Outcomes

The SDK reports every hosted ring to Graine: ringing, then answered, declined, missed or failed, and ended for a call that connected. A report counts only for a call Graine rang, from a device it rang; repeated and late reports change nothing, and a conversation that starts with the call's id counts as answered even if its report never arrives.

When something breaks

Troubleshooting

Where next