Glance Voice

The Glance Mobile SDK provides an optional in-app calling capability to enable mobile app users to have a voice connection with contact center agents. The Glance Voice feature is available as an addition to the screen-sharing and agent video capabilities, which are core to the Mobile App Sharing SDK. Glance Voice is accessed by the Glance VoIP SDK, which supports both iOS and Android. The VoIP SDK includes optional default user interface elements.

The typical VoIP SDK workflow is as follows:

1. A mobile user clicks on help button in mobile app.
2. The app initiates a call to a contact center mobile queue via the Glance VoIP SDK.
3. The agent picks up the call from queue.
4. The mobile user and agent are connected via voice call.
5. The agent initiates a mobile app sharing session.
6. The mobile user and agent connect via a screen-sharing session.
7. Both sessions end when the customer or agent clicks the close button.

Enabling Glance Voice

Before you use Glance Voice, verify that you have added the Glance Mobile SDK for iOS and Android to your application. The Glance Mobile SDK includes Glance Voice functionality. You must also add the Twilio SDK to your project, as detailed below.

Enable Glance Voice for iOS

If you had previously installed the legacy Glance Voip SDK using Cocoapods, remove the dependency on GlanceVoice via Cocoapods, and manually add the Twilio SDK dependency to your iOS project per the documentation below.

To enable Glance Voice for iOS:

1. Download the Twilio SDK for iOS version 6.3.0.
2. Extract the downloaded file, and find the file named TwilioVoice.framework.
3. Copy TwilioVoice.framework into your Xcode iOS project.
4. Add TwilioVoice.framework to Embedded Binaries within the Xcode project configuration.
5. Verify TwilioVoice.framework is also present within Linked Frameworks and Binaries.
6. Add the permission to use the microphone to the iOS application’s Info.plist file:

<key>NSMicrophoneUsageDescription</key>
<string>Glance would like to use your microphone for customer support</string>

Enable Glance Voice for Android

To enable Glance Voice for Android:

1. Add the Twilio Programmable Voice SDK (v 5.4.0) to your project gradle file, along with the following network dependencies that are required:

implementation 'com.twilio:voice-android:5.4.0'

implementation 'com.squareup.retrofit2:retrofit:5.4.0'

implementation 'com.squareup.retrofit2:converter-gson:5.4.0'

2. Enable microphone permissions in your application. For more information, see Twilio documentation.
3. Add this line to your Android Manifest file:<uses-permission android:name="android.permission.RECORD_AUDIO"/>
4. Request microphone permissions within your application: String[] permissions = {Manifest.permission.RECORD_AUDIO};requestPermissions(permissions, 1);

Integration

There are two ways you can integrate Glance Voice into an app: the Default UI or a custom implementation.

• The Glance Default UI provides a Glance Voice implementation that will work out-of-the-box, in conjunction with Glance Screen Share for iOS and Android.

• The custom implementation provides the ability to completely control the voice and interface experience.

Default UI with Glance Voice

Configuration

Glance Voice requires a voice group ID and voiceApiKey provided by Glance.

To obtain your API key:

1. Navigate to https://www.glance.net/Login.asp and log in to your Glance account.
2. Go to the Settings tab and scroll to the API Key section at the bottom of the page.

You must call the following to configure the default UI before a session is started with GlanceVisitor.startSession.

iOS Default Configuration

Objective C:

[GlanceVisitor defaultUI: YES delegate: nil termsUrl:nil
voiceGroupId: 1234 voiceApiKey: @”apiKey” voiceParameters: nil muted: NO];

Swift:

GlanceVisitor.defaultUI(true, delegate: nil, termsUrl: nil,
voiceGroupId: 1234, voiceApiKey: "apiKey", voiceParameters: nil, muted: false)

Android Default Configuration

Java:

Visitor.defaultUI(true, null, "1234", "apiKey", null, false);

Kotlin:

Visitor.defaultUI(true, null, "1234", "apiKey", null, false)

Glance Voice With a Custom Implementation

If you are not going to use the default UI, you must configure your custom implementation to use Glance Voice.

iOS Custom Configuration

Import the Glance Voice header into your implementation:

Objective-C:

#import <Glance_iOS/GlanceVoice.h>

Swift:

Within your Swift implementation import the framework:

import Glance_iOS

Additionally, the following needs to be included in the Objective-C bridging header to access Glance Voice.

#import <Glance_iOS/GlanceVoice.h>

Android Custom Configuration

Include the Glance Voice header file.

Java

import net.glance.glancevoicesdk.GlanceVoice;

Kotlin

import net.glance.glancevoicesdk.GlanceVoice

Availability

Glance Voice requires the Twilio SDK to work. Use the following methods to quickly check if Glance Voice is ready to be used and available.

iOS Availability

Objective-C:

if ([GlanceVoice isAvailable]){
// Twilio SDK present and GlanceVoice is available
}

Swift:

if (GlanceVoice.isAvailable()){
// Twilio SDK present and GlanceVoice is available
}

Android Availability

An instance of the Context object must be passed to the isAvailable function.

Java:

if (GlanceVoice.isAvailable(context)){
// Twilio SDK present and GlanceVoice is available
}

Kotlin:

if (GlanceVoice.isAvailable(context)){
// Twilio SDK present and GlanceVoice is available
}

Events

If you’re doing a custom implementation, you must implement a delegate or listener to react events. Here are the protocols or interfaces for the delegates and listeners and how to set them up on each platform.

iOS Events

The protocol is shared between Objective-C and Swift:

@protocol GlanceVoiceDelegate <NSObject>

@optional

- (void) glanceVoiceAuthenticateDidSucceed:(NSString*)value;
- (void) glanceVoiceAuthenticateDidFail:(NSError*) error;
- (void) glanceVoiceStartDidSucceed;
- (void) glanceVoiceStartDidFail:(NSError*)error;
- (void) glanceVoiceDidDisconnectWithError:(NSError*)error;
- (void) glanceVoiceReconnecting;
- (void) glanceVoiceDidReconnect;
- (void) glanceVoiceReconnectDidTimeout;

@end

Objective-C:

[GlanceVoice setDelegate: this];

Swift:

GlanceVoice.setDelegate(self)

Android Events

public interface GlanceVoice.VoiceListener {
/**
* Called when {@link net.glance.glancevoicesdk.GlanceVoice#authenticate(String, String)} is successful.
*
* @param value The json encoded string with the params needed to make the call.
*/
void authenticationSucceeded(String value);

/**
* Called when {@link net.glance.glancevoicesdk.GlanceVoice#authenticate(String, String)} fails
* @param t A throwable that represents the cause of the failure.
*/
void authenticationFailed(Throwable t);

/**
* Callback for when {@link net.glance.glancevoicesdk.GlanceVoice#startCall(Context, String)} or
{@link net.glance.glancevoicesdk.GlanceVoice#startCall(Context, String, String, String, String)} is successful.
*/
void startSucceeded();

/**
* Called when {@link net.glance.glancevoicesdk.GlanceVoice#startCall(Context, String)} or
{@link net.glance.glancevoicesdk.GlanceVoice#startCall(Context, String, String, String, String)} fails
* @param t A throwable that represents the cause of the failure.
*/
void startFailed(Throwable t);

/**
* Called when the call terminates
*/
void ended(Throwable t);

/**
* Called when a dropped call is attempting to reconnect
*/
void reconnecting();

/**
* Called when a dropped call successfully reconnects
*/
void reconnected();

/**
* Called when a dropped call times out attempting reconnect
*/
void reconnectTimedOut();
}

Android:

GlanceVoice.setListener(listener)

Kotlin:

GlanceVoice.setListener(listener)

Authenticate

To authenticate, the app interacts with the company’s servers (or an AWS Lambda function), which in turn makes a server-side call to the Glance SetupCall API to get the value to pass to StartCall.

Starting a Voice Session

The call to authenticate results in your delegate or listener invoking when the call succeeds or fails. If authentication succeeds, the JSON string passed to the delegate or listener method is required when starting a session. Verify that startCall does in fact succeed or manage its failure with the methods within the delegate or listener.

Start iOS Voice Sessions

Objective-C:

- (void)glanceVoiceAuthenticateDidSucceed:(NSString *)authenticationValue {
[GlanceVoice startCall:authenticationValue];
}

Swift:

func glanceVoiceAuthenticateDidSucceed(_ authenticationValue: String!) {
GlanceVoice.startCall(authenticationValue)
}

Start Android Voice Sessions

Java:

public void authenticationSucceeded(String authenticationValue) {
try {
// mContext is a Context (an Activity or the ApplicationContext)
GlanceVoice.startCall(mContext, authenticationValue);
} catch (SecurityException e) {
// Handle security exception that might occur
}
}

Kotlin:

override fun authenticationSucceeded(authenticationValue : String){
try {
// mContext is a Context (an Activity or the ApplicationContext)
GlanceVoice.startCall(mContext, authenticationValue);
} catch (SecurityException e) {
// Handle security exception that might occur
}
}

Ending a VoiceSession

To end a voice session, invoke endCall.

End an iOS VoiceSession

Objective-C:

[GlanceVoice endCall];

Swift:

GlanceVoice.endCall()

End an Android VoiceSession

Java:

GlanceVoice.endCall();

Kotlin:

GlanceVoice.endCall()

Mute or Unmute a Session

Set the mute state with a boolean yes/no or true/false.

Mute an iOS Session

Objective-C:

[GlanceVoice setMuted: YES];

Swift:

GlanceVoice.setMuted(true)

Mute an Android Session

Java:

GlanceVoice.mute(true);

Kotlin:

GlanceVoice.mute(true)

Enable or Disable Speakerphone

Toggle whether or not the audio of the call is played through the speaker of the phone.

Enable iOS Speakerphone

Objective-C:

[GlanceVoice setSpeakerphoneEnabled:YES];

Swift:

GlanceVoice.setSpeakerphoneEnabled(true)

Enable Android Speakerphone

Java:

GlanceVoice.speakerphone(true);

Kotlin:

GlanceVoice.speakerphone(true)