Softphone Mobile

Hint

  • Please refer to the Documentation for the correct setup of Softphone Mobile.

  • Localise problems during the connection test

    • To localise connection problems, it is advisable to connect the Mobile App to both the company network (WLAN) and the public Internet.

    • If the connection works in the company WLAN, the cause of the problems is to be found in the firewall or in the network.

In XPhone Connect Mobile there is a client side diagnostic option for Softphone Mobile:

  • Open XPhone Connect Mobile.

  • Log the user in to the app.

  • Navigate to Menu > Settings > Show diganose options > Softphone Mobile Diagnostics.

  • The connection test is performed automatically.

  • Perform the test again or send the connection log via any app.

  • Evaluate the Analyse connection log protocol:

    mobilecheck

Analyse connection log

  • CONFIGURED WEB-API URL CHECK

    • Here you can see how the API URL is configured in the web administration under System settings > General Mobile App.

    • The result can also be “Successful”, even if spelling mistakes or an incorrect URL was configured.

    • If this test fails, the external accessibility is probably not possible:

  • WEB-API HEALTH CHECK

    This test checks whether the mobile app can reach the WebClientApi.

    • A GET request is sent from the mobile client to the API. If the WebClientApi responds, the test is successful.

    • In case of problems, please also check the WebClientApi configuration.

    • Problems accessing the WebClientApi can be:

      • SSL connection not successful:

        • Certificate expired

        • DNS name does not match certificate

        • Certificate chain invalid

    Example

    An example for the invalid certificate problem is a Let’s Encrypt certificate with an expired root certificate. This is accepted by iOS, but not by Android. In this case the admin has to choose the correct certificate chain on the server. This can be done with the tool certbot. For NGNIX the command looks like this:

    certbot --nginx -d FQDN --preferred-chain "ISRG Root X1"
    
  • WEB-API AUTHENTICATION CHECK

    This test checks whether the XPhone user can authenticate at the WebClientAPI.

    Background Information

    • This check verifies the entire connection from XPhone Connect Mobile to the WebClientAPI via the XPhone Server to the database.

    • A POST request including AccountName, Password and ClientGuid is sent to the WebClientAPI.

    • This request is forwarded to the server by the WebClientAPI and database checks are performed.

    If the test is not successful, this means that either the login data is incorrect or there is a connection problem. In this case, please check the login data again.

    Hint

    If the logon information is correct and the second check (WEB-API HEALTH CHECK) is successful and this check is not, you can assume a connection problem between the API to the XPhone Server or a database problem.

    If the Web applications are outsourced to a separate machine of a DMZ, the failed authentication may also be caused by the following:

    • The Web Client Api application cannot automatically find the XPhone Server in the network.

      • In the appsettings.json file, specify the XPhone Server (instruction).

    • The GRPC port (2231) of the XPhone Server is blocked with a firewall.

  • SIGNALR HUB CHECK

    This test checks whether the event channel from the XPhone Server to the Mobile App is working.

    • The error message in the Mobile Client is that you can see the devices in the list of the XPhone Connect Mobile Client. However, if you select one, it is updated in the XPhone Desktop Client but not in the Mobile Client. With this behaviour, the WebClientApi receives calls from the XPhone Mobile Client, but it cannot send an event back.

    • Often, such errors are due to the customer’s reverse proxy configuration.

      • In the case of an NGINX reverse proxy, the following value in the WebClinetAPI web application of the IIS could help:

        HTTP response header
        • X-Accel-Buffering

        • Value = no

        x-buff

  • REINITIALIZE SOFTPHONE

    This test checks whether the call service is in operation. If the test fails, the XCC configuration should be checked.

Misbehaviour

WebClientAPI does not work

If devices are configured and visible in the XPhone Desktop Client but not in XPhone Connect Mobile (error message No devices configured), then the Mobile Client probably cannot connect to the Client Api.

Possible causes:

  • The WebAPI Url is missing in the web administration under System settings > General Mobile App.

  • The WebAPI Url in the Web Administration under System settings > General Mobile App is incorrect.

  • Access to WebAPI is blocked by firewall.

  • WebAPI cannot connect with XPhoneServer.

  • WebAPI has got a wrong or outdated certificate assigned.

  • You can open the WebClientAPi or the Mobile Web Application with a browser either from the Internet. You can see the respective expected result here.

    • Calling the WebClientApi:

      webclientapi

    • Calling up the Mobile Web Application:

      mobile

Other problematic behaviours that the Softphone Mobile Diagnosis did not show.

Api und Event Hub funktionieren, aber WebRTC (Audioübertragung) funktioniert nicht.

You can start an outgoing call from XPhone Connect Mobile and the call screen opens, but it ends immediately. Or there is a dial tone although the other party has answered and the media is not put through, . These behaviours show that there are problems with the telephony or with a connection to the XCC.

To analyze these problems, more logs and traces are needed.

Incoming calls are not signaled when the app is not running.

  • You can make outgoing and incoming calls, but only when the app is started.

  • This behavior indicates missing push notifications. When this happens, chat, missed call and other push notifications will probably not arrive either.

  • This could be because the push URLs are blocked by a firewall.

  • It could also be because no Proxy has been configured.

Have you found an mistake on this page?

Please send us a hint about this error by mail to doku@c4b.de. Thank you very much!