Recently CounterPath have moved to PUSH to send incoming call notifications to their mobile applications. This has been done to improve battery life of devices.
Due to this change some users may be experiencing issues, where they are not notified of incoming calls when the application is closed or running in the background.
This is because the application does SIP registrations slightly different than before when the app is running in the background or closed.
Example of CounterPath application registering when app is open:
How this works is when the application is open the client registers directly to the PBX or SIP provider as normal.
Client <—–> PBX/SIP Provider
Example of CounterPath application registering when closed or in the background:
What happens when the app is running in the background or closed is it sends a PUSH registration to CounterPath’s servers, and this server then does the SIP registration to the PBX or SIP Provider. When a call is received on this account the PUSH server sends a notification to the mobile device and receives the incoming call.
Client <—-> CounterPath PUSH Server <—-> PBX/SIP Provider
Because the application registers to the PUSH servers when closed or in the background you need to make sure that your mobile devices can contact the following servers listed below:
Clients should automatically route to the correct nearest regional server, but we recommend ensuring that ALL addresses are accessible in case of travelling users, etc.