Call Pop Overview

Call Pop States

• Establish Connection
• Waiting
• Ringing
• In Call
• Call Ended

Call Pop Sequence

1. A call comes in to the phone number.
2. The phone number in Mango sends a webhook indicating that an extension is ringing, along with the DID.
3. Call pop receives the notification, opens the window, and sends a request to the server to look up the customer by DID.
4. The user answers the call.
5. Mango sends a call-answered webhook event.
6. Call pop receives the Answered event and changes the window as appropriate.
7. The user writes notes during the In Call phase.
8. The user hangs up the phone.
9. Mango sends a call-ended event through the webhook.
10. Call pop receives the Hangup event and changes the window appropriately.
11. The user enters notes / actions to perform on the system into call pop and submits the changes to the system.
12. Call pop enters the Waiting state.

Implementation Considerations

The following are considerations to take when implementing call pop on YourServer:

• How to maintain a consistent WebSocket connection
• How to handle reconnection states for connectivity problems
• How to handle multiple callers at the same time
• How to handle internal calls
• How to handle a new DID
• How to handle system-specific information between call pop and YourServer (handled between call pop and server, or via API)