# Exotel WebRTC Calling: Feature Description

***

### Introduction

The Exotel WebRTC integration empowers users to manage all inbound and outbound calls **directly within the LimeChat CRM**, **eliminating the need for mobile phones**. This seamless integration allows users to make and receive calls effortlessly through the CRM interface, ensuring a **streamlined** and **efficient** **calling** **experience**.

***

### Accessing the Widget

{% hint style="success" %}
Make sure your widget is in the connected state.
{% endhint %}

**Method 1: Through the side navigation panel**

{% stepper %}
{% step %}
**Click the "calling" icon present on the navigation panel as highlighted in the screenshot**\
On clicking the calling icon, you will see a list of active voice channel integrations, select the Exotel WebRTC inbox in this case.

<figure><img src="/files/xvcZvCs70nuUVT7qfuiL" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Now you will be able to see the widget.

<figure><img src="/files/ExO4eefqHHazXuOYVOqQ" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}
{% endstepper %}

**Method 2: Through conversations**

{% stepper %}
{% step %}
Call Icon will be present on the left side of the Customer name inside the ticket

<figure><img src="/files/WYpQxlcJ7584Vukoet2W" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}
{% endstepper %}

***

### Making Outbound Calls

{% hint style="info" %}
Access the widget using any method defined above.
{% endhint %}

{% stepper %}
{% step %}
Use "Click to Call" CTA to access the dialing step

{% endstep %}

{% step %}
Now enter the phone number to reach out to/ or it will be autofilled if done through conversations

{% endstep %}

{% step %}
Click on "Call"&#x20;

{% endstep %}

{% step %}
You will see a screen stating "Calling Agent", click on the  <mark style="background-color:green;">**Accept**</mark> CTA to trigger the call with the customer

{% endstep %}

{% step %}
Now you will see the "Ongoing Call" Screen, where you will hear the dialling tune indicating the customer is being called

{% endstep %}

{% step %}
When the call is picked up, the following screen will be visible, with the options to

* Put the call on hold
* Mute
* Hangup
* Take Notes
  {% endstep %}

{% step %}
As the call is completed, a ticket is automatically created with the following properties

* The ticket is assigned to the agent who handled the call
* The ticket consists of a link to the recording of the call
  {% endstep %}
  {% endstepper %}

***

### Receiving Inbound Calls

{% stepper %}
{% step %}
Once a call is routed to the user, they will receive two types of notifications

* Ringtone, indicating an incoming call
* A pop-up screen with the option to **Accept** or **Hang Up** the call
  {% endstep %}

{% step %}
Once the call is answered, the user will be connected with the caller
{% endstep %}

{% step %}
After the call is completed, a ticket will be automatically created having the properties defined in the previous section
{% endstep %}
{% endstepper %}


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