CXi Switch lets you embed enterprise-grade calling directly into your mobile apps (Android/iOS) and web portals, powered by Ozonetel’s CloudAgent platform. It ensures seamless connectivity with the CloudAgent platform while maintaining security and compliance.

Supported Platforms

1. Android SDK

• Native .aar SDK (onecxi-switch-android.aar).
• Supported OS: Android 8.0 (Oreo, API 26) or higher.
• Mandatory Permissions required (runtime):
  • RECORD_AUDIO – capture microphone audio.
  • POST_NOTIFICATIONS – show inbound call notifications.
  • READ_PHONE_STATE – manage call lifecycle.
• Key features:
  • App-to-App calling (within your app ecosystem).
  • App-to-CloudAgent calling (customer ↔ contact center).
  • Inbound call notifications via webhooks or Firebase Cloud Messaging (FCM).
  • Full call lifecycle controls: accept, decline, mute, hold, resume, and end.
  • Call event monitoring (incoming, connected, ended) and timers.
• Notes:
  • SDK size ~350 KB.
  • Apps must be updated with the latest APK to use new call features.
  • ProGuard/R8 rules must preserve OneCXI classes.

2. iOS SDK

• Native Swift SDK (OneCxi.framework).
• Supported OS: iOS 13.0 or higher, Swift 5.0+.
• Integrates with Apple CallKit for a native iOS calling experience.
• Key features:
  • Inbound, outbound, and App-to-App calling.
  • Push notification support for inbound calls.
  • Background call handling.
  • Call actions: mute/unmute, hold/resume, speaker toggle, DTMF input.
  • Enhanced audio engine with echo cancellation, noise reduction, Bluetooth device support.
• Notes:
  • Requires microphone permission (NSMicrophoneUsageDescription in Info.plist).
  • CallKit enables system-level call history and controls.
  • App-to-App call methods are supported for inbound and outbound.

3. Web SDK

• Lightweight JavaScript SDK (onecxi.common.min.js, ~350 KB).
• Supported Browsers: Chrome (recommended), Firefox, Safari.
• Prerequisites:
  • CloudAgent campaign with a valid SIP number.
  • HTTPS page with microphone permission enabled.
• Key features:
  • Click-to-Call from your website to CloudAgent campaigns.
  • Call lifecycle management: start, stop, mute/unmute, send DTMF.
  • Event tracking: Started, Ended, additionalText (bot response), additionalTextUser (user speech).
• Notes:
  • Works one way: Web → CloudAgent (not App-to-App).
  • Always await SDK initialization before starting a call.
  • Supported for sequential calls (not concurrent).
  • If the site is hosted on-prem SIP, a WebRTC↔SIP bridge (like Frafos) is required.

Supported Use Cases

• App-to-App Calling: Enable in-app voice calls between two end users through the CXi Switch SDK.
• App-to-Agent (Mobile to CCaaS): Let app users directly connect with contact center agents on CloudAgent campaigns.
• Web-to-Agent: Add a “Click to Call” or embedded call widget on your website, routing customer calls to CloudAgent skills.
• Outbound Notifications: Trigger outbound calls from the contact center to mobile or web app users through push/webhook integration.

Solution Overview & Architecture

• Client-Side SDKs:
  • Android: .aar library embedded in the mobile app.
  • iOS: OneCxi.framework or Swift package with CallKit support.
  • Web: JavaScript SDK (onecxi.common.min.js) loaded in the browser.
• Backend: Ozonetel-managed APIs and push/webhook notifications, hosted on AWS Mumbai.
• Data Flow: Collects call metadata and (if enabled) audio streams. All traffic is transmitted securely over IP.

Security Measures & Controls

• Authentication: Combination of apiKey and session-based tokens.
• Encryption: TLS 1.2+ in transit; AES-256 at rest.
• Abuse Prevention: Helmet HTTP headers, API throttling, and SDK-level rate limiting.

Data Privacy & Compliance

• PII: SDK does not collect sensitive personal data.
• Call Recording: Managed by CloudAgent protocols; fully PCI DSS and ISO 27001/27018 certified.
• Retention:
  • Metadata retained for 365 days.
  • Audio recordings (if enabled) configurable between 30–365 days.
• Consent: End-user consent is handled in the client application’s UI. The SDK only establishes the call.

Integration Scope & Change Management

• Embedding: Clients integrate the SDK directly into their apps or websites.
• Code Changes: Only client-side updates are required; backend systems remain untouched.
• Impact: No disruption to existing workflows, CRMs, or agent processes.
• UAT & Rollback:
  • Android/iOS SDKs: Rollbacks are managed through Google Play Store or Apple App Store.
  • Web SDK: Rollback is as simple as referencing a previous SDK version in the script.