# Knowlarity WebRTC Calling: Feature Description

***

## Introduction:

The Knowlarity 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**.

***

## Feature Overview:

{% hint style="info" %}
Make sure you widget is in connected state.
{% endhint %}

## Making Outbound Calls

{% stepper %}
{% step %}
Use "Click to Call" CTA to access the dialling step<br>
{% endstep %}

{% step %}
Now enter the phone number to reach out to and select the SR number<br>

<figure><img src="/files/YlsLsiuwsvbvpcJsQ17B" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}

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

{% step %}
You will see a screen stating "Calling Agent", click on the "Accept" CTA to trigger the call with the customer<br>

<figure><img src="/files/1kFyo6iirSiy444QWKQQ" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}

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

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

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

6.1. Put the call on hold

6.2. Mute

6.3. Hangup

<figure><img src="/files/zSIWLMfy3jc4pe1Alcyl" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}

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

7.1. The ticket is assigned to the agent who handled the call

7.2. The ticket consists of a link to the recording of the call
{% endstep %}
{% endstepper %}

***

## Receiving Inbound Calls

{% stepper %}
{% step %}
Make sure that the user has logged into the widget.
{% endstep %}

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

1. Ringtone, indicating an incoming call
2. 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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