iPhone/iOS Mobile App

iPhone/iOS Mobile App – Critical Alerts Configuration Guide

Overview

To ensure reliable delivery of incident notifications, certain device-level settings must be enabled on your iPhone or iOS device.

When you open the Callgoose SQIBS mobile app for the first time, you will be prompted to:

• Grant notification permissions.
• Allow Critical Alerts for Severity-1 incidents (if required by your organization).

These permissions are essential for receiving timely incident notifications, especially high-priority alerts.

Notification Permissions

The Callgoose SQIBS mobile app requires notification permissions to receive push notifications.

When you launch the app for the first time, iOS will display the following permission prompts:

Step 1: Enable Notifications

When prompted:

"Callgoose SQIBS Would Like to Send You Notifications"

Tap Allow.

Step 2: Enable Critical Alerts

When prompted:

"Callgoose SQIBS Would Like to Send You Critical Alerts"

Tap Allow.

Critical Alerts are used for Severity-1 incidents and can bypass Silent Mode, Focus Mode, and Do Not Disturb (DND) settings.

Verifying Critical Alert Status

After granting permissions, the Callgoose SQIBS app will display:

Severity-1 Override DND Enabled – ON

This indicates that Critical Alerts are enabled and Severity-1 notifications can bypass Silent Mode, Focus Mode, and Do Not Disturb settings.

Important: Keep this setting enabled to ensure that critical incidents are delivered reliably.

Critical Alert Behaviour

When a Severity-1 Critical Alert is received:

• An audible alert will be played even if the device is in Silent Mode, Focus Mode, or Do Not Disturb mode.
• The notification will appear on the Lock Screen and in Notification Centre.
• Unlike standard notifications, Critical Alerts are designed to remain visible until manually acknowledged or dismissed by the user.

This behaviour helps ensure that important incidents are not missed.

Viewing iOS Notification Settings

The following settings are provided for reference and troubleshooting purposes.

Within the Callgoose SQIBS app:

Settings → System Notification Settings

This will open the iOS notification settings page for Callgoose SQIBS.

Navigate to:

Settings → Callgoose SQIBS → Notifications

Verify that:

• Allow Notifications is enabled.
• Critical Alerts is enabled.

Both settings should remain enabled to ensure proper delivery of Severity-1 notifications.

If Critical Alerts Are Disabled

If you manually disable Critical Alerts in iOS settings, the Callgoose SQIBS app will display:

Severity-1 Override DND Enabled – OFF

In this state, Severity-1 notifications will no longer bypass Silent Mode, Focus Mode, or Do Not Disturb settings.

To re-enable Critical Alerts:

1. Open Settings on your iPhone.
2. Navigate to Callgoose SQIBS → Notifications.
3. Enable Critical Alerts.
4. Return to the Callgoose SQIBS app.

The status should now display: Severity-1 Override DND Enabled – ON

Frequently Asked Questions (FAQ)

What are Critical Alerts in Callgoose SQIBS?

Critical Alerts are high-priority Severity-1 incident notifications that can bypass Silent Mode, Focus Mode, and Do Not Disturb settings to ensure urgent incidents are not missed.

Why am I being asked to allow Critical Alerts?

Apple requires users to explicitly grant permission before an application can send Critical Alerts. This permission allows Callgoose SQIBS to deliver Severity-1 notifications even when notification interruptions are otherwise restricted.

What happens if I select "Don't Allow" for Critical Alerts?

You will continue to receive standard push notifications if notifications are enabled. However, Severity-1 alerts will not bypass Silent Mode, Focus Mode, or Do Not Disturb settings.

How do I verify that Critical Alerts are enabled?

Open:

Settings → Callgoose SQIBS → Notifications

Verify that:

• Allow Notifications = Enabled
• Critical Alerts = Enabled

The Callgoose SQIBS app should also display: Severity-1 Override DND Enabled – ON

Why does the app show "Severity-1 Override DND Enabled – OFF"?

This indicates that Critical Alerts have been disabled in iOS notification settings.

Re-enable them by navigating to:

Settings → Callgoose SQIBS → Notifications → Critical Alerts

and turning the setting on.

Do Critical Alerts bypass Focus Mode?

Yes. When enabled, Critical Alerts can be delivered even while Focus Mode is active.

Do Critical Alerts bypass Silent Mode?

Yes. Critical Alerts can play an audible alert even when the iPhone is set to Silent Mode.

Will Critical Alerts appear on the Lock Screen?

Yes. Critical Alerts can appear on the Lock Screen and in Notification Centre, subject to your iOS notification display settings.

Why does the Critical Alert remain visible in Notification Centre?

Critical Alerts are designed to remain visible until they are manually reviewed or dismissed, helping ensure that critical incidents receive attention.

I am not receiving Critical Alerts. What should I check?

Verify the following:

1. Notifications are enabled.
2. Critical Alerts are enabled.
3. The device has an active internet connection.
4. You are signed in to the correct Callgoose SQIBS account.
5. The application is installed and functioning normally.
6. Your organization has configured the appropriate notification policies.

Can I disable Critical Alerts?

Yes. However, doing so may cause Severity-1 incidents to be missed when the device is in Silent Mode, Focus Mode, or Do Not Disturb mode. It is recommended to keep Critical Alerts enabled.

Will Critical Alerts work if the app is closed?

Yes. Critical Alerts are delivered through Apple's Push Notification Service (APNs) and can be received even when the Callgoose SQIBS app is not actively running.

Will I continue receiving Critical Alerts after upgrading iOS?

In most cases, yes. However, after a major iOS update, it is recommended to verify that Critical Alerts remain enabled in the notification settings.

Does reinstalling the app affect Critical Alert permissions?

Yes. After reinstalling the application, iOS may require notification and Critical Alert permissions to be granted again. Verify that Critical Alerts are enabled after reinstallation.

Why am I receiving multiple Critical Alerts for the same incident?

Your organization may have configured escalation policies, reminder notifications, or repeated alerting for unacknowledged incidents. Contact your administrator if you have questions about your organization's alerting policy.