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Overview

Knowlix VoIP enables internet-based calling directly integrated with CRM, Helpdesk, Sales, and other modules. Make and receive calls without traditional phone lines, automatically log call records with customer interactions, and track communication history alongside your business data. The VoIP system routes calls based on predefined rules, manages call queues for support teams, and provides analytics on call volume and response times. Call recordings, activity logging, and automated call scheduling streamline communication workflows. Access VoIP functionality from desktops, tablets, and mobile devices through the Knowlix interface or compatible SIP applications. The built-in VoIP widget allows calling from any module while maintaining access to customer records, opportunity details, support tickets, or employee information. VoIP Terminology:
  • VoIP: Voice over Internet Protocol. Technology for making calls over internet connections rather than traditional phone lines.
  • SIP: Session Initiation Protocol. Handles call setup, management, and termination for VoIP systems.
  • Call Queue: Routing system that holds incoming calls when agents are unavailable, common in support teams.
  • Dial Plan: Rules defining how calls are routed based on number patterns, time of day, caller identity, or other criteria.
💡 Pro Tip: Ask Your Knowlix for VoIP operations: “Call John Smith from the opportunity” or “Show me today’s missed calls”

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VoIP Provider Requirements

Knowlix VoIP connects to external SIP/VoIP service providers for call transmission. Select a provider meeting these technical requirements:

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Provider Compatibility Requirements

SIP Server with WebSocket Support: Provider must offer SIP server access via WebSocket connections (WSS protocol). Standard SIP connections without WebSocket support will not function with Knowlix’s browser-based calling. WebRTC Protocol: Provider must support WebRTC (Web Real-Time Communication) protocol, enabling browser-based audio/video communication without plugins or external applications. SRTP Encryption: Secure Real-time Transport Protocol (SRTP) support ensures encrypted voice transmission for privacy and security compliance. Codec Support: Provider should support common codecs like OPUS, PCMU, PCMA, g722, and g729 for optimal call quality across different network conditions.

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Selecting a VoIP Provider

Factors to consider when choosing:
  • Geographic coverage: Service availability in your operating regions
  • Number porting: Ability to transfer existing business phone numbers
  • Pricing structure: Per-minute rates, monthly fees, concurrent call limits
  • Call quality: Uptime guarantees, latency commitments, quality-of-service policies
  • Features: Call recording, call forwarding, voicemail, conference calling
  • Support: Technical assistance availability and response times
  • Compliance: Regulatory compliance for your industry (healthcare, financial services, etc.)
Provider configuration in Knowlix:
  1. Navigate to Settings → Integrations → VoIP
  2. Click Manage Providers
  3. Click New
  4. Enter provider details:
    • Provider Name: Descriptive label
    • WebSocket URL: WSS address provided by your provider (e.g., wss://sip.provider.com)
    • SIP Domain: SIP domain provided by your provider
    • Username: SIP account username
    • Password: SIP account password
  5. Click Save
💡 Provider Selection Tip: Test call quality with a trial account before committing. VoIP quality depends heavily on provider infrastructure and your internet connection quality.

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User VoIP Configuration

Configure individual user VoIP settings to enable calling functionality. To configure VoIP for a user:
  1. Click your user avatar in the top-right corner
  2. Select My Preferences
  3. Open the VoIP tab
  4. Configure settings:
    • VoIP Provider: Select configured provider from dropdown
    • VoIP Username: Your SIP account username (from provider)
    • VoIP Secret: Your SIP account password (from provider)
    • External Device Number: (Optional) Mobile or desk phone number for call forwarding
  5. Click Save
Testing configuration: After saving settings, click the phone icon in the top bar to open the VoIP widget. The widget should display “Connected” status. If connection fails, verify credentials with your provider. Administrator configuration for other users:
  1. Navigate to Settings → Users → Manage Users
  2. Select the user
  3. Open the VoIP tab
  4. Configure VoIP settings
  5. Save

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VoIP Widget

The VoIP widget provides calling functionality accessible from any module.

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Accessing the Widget

Click the phone icon in the top-right corner of any Knowlix page. The widget opens as a floating panel, allowing navigation through modules while maintaining call controls.

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Widget Interface Elements

Dial Pad: Numeric keypad for entering phone numbers manually. Includes symbols (* and #) for navigating automated phone systems. Recent Calls: List of recent incoming, outgoing, and missed calls with timestamps and call duration. Click any entry to redial. Activities: Display of scheduled calls from the calendar and activity system. Shows customer name, phone number, and scheduled time. Click to initiate the call. Contacts: Quick access to frequently called contacts. Search by name or company to find contact phone numbers. Call Controls: During active calls:
  • Mute: Disable your microphone
  • Hold: Place caller on hold
  • Transfer: Transfer call to another number or user
  • Keypad: Access dial pad for entering extensions or menu selections
  • Hang Up: End the call

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Making Outbound Calls

Method 1 - Dial Pad:
  1. Open the VoIP widget
  2. Click the dial pad tab
  3. Enter the phone number
  4. Click the call button
Method 2 - From Records:
  1. Navigate to any record with a phone number (Contact, Lead, Opportunity, Ticket, etc.)
  2. Click the phone icon next to the phone number field
  3. The VoIP widget opens and initiates the call
Method 3 - From Activities:
  1. Open the VoIP widget
  2. Click the activities tab
  3. Click on a scheduled call activity
  4. The call initiates automatically
Call connection process:
  1. Widget displays “Connecting…” while establishing the SIP connection
  2. You hear ringing when the call is connecting to the recipient
  3. Call timer begins when the recipient answers
  4. All controls become available during active call

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Receiving Inbound Calls

Incoming call notification: When someone calls your VoIP number:
  1. The VoIP widget displays prominently with caller information
  2. An audible ringtone plays (if system audio is enabled)
  3. Caller name appears if they exist in your contacts, otherwise shows phone number
  4. Accept or reject buttons appear
Answering calls: Click Answer to accept the call. Call controls become available immediately. Rejecting calls: Click Reject to decline the call. Calls may route to voicemail depending on provider configuration. Missed calls: Missed calls appear in the recent calls list with a distinctive indicator. Click to return the call.

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Call Logging

All calls automatically log in Knowlix: Automatic logging includes:
  • Call timestamp (date and time)
  • Call duration
  • Call direction (inbound or outbound)
  • Caller/recipient phone number
  • Call outcome (connected, missed, rejected)
  • Recording link (if call recording is enabled)
Contextual logging: When calls originate from a record (Contact, Opportunity, Ticket):
  • Call logs attach to that specific record
  • Activity feed shows call details
  • Call notes can be added post-call
  • Follow-up activities can be scheduled directly from call logs
Accessing call logs:
  • Recent Calls tab: In VoIP widget for personal call history
  • Activity Feed: On individual records for record-specific calls
  • VoIP Reports: System-wide call analytics and reporting
💡 Your Knowlix: “Show me all calls with ABC Corp this month” or “Log a note on the last call with John”

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Device and Application Integration

Access Knowlix VoIP from various devices and third-party SIP applications.

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Desktop and Laptop Access

The VoIP widget functions in any modern web browser on desktop or laptop computers. Requirements:
  • Stable broadband internet connection (minimum 1 Mbps upload/download)
  • Browser with WebRTC support (Chrome, Firefox, Edge, Safari)
  • Microphone and speakers (or headset)
  • Microphone permissions granted to the browser
First-time setup: When making your first call, the browser requests microphone access permission. Click Allow to enable calling functionality. Audio device configuration: Most browsers allow selecting specific microphone and speaker devices in browser settings. Configure your preferred headset or audio equipment before making calls.

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Mobile Device Access

Access VoIP through the Knowlix mobile web interface or mobile app. Mobile browser access:
  1. Open Knowlix in your mobile browser (Chrome, Safari, Firefox)
  2. Click the phone icon to open the VoIP widget
  3. Grant microphone permissions when prompted
  4. Make calls using the mobile interface
Limitations of mobile browser calling:
  • Some mobile browsers have limited WebRTC support
  • Background calling may not function (call may drop if switching apps)
  • Incoming call notifications may not appear if browser is backgrounded
Alternative: SIP Applications: For reliable mobile calling, use dedicated SIP applications like Zoiper or Linphone configured with your Knowlix VoIP credentials.

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Third-Party SIP Applications

Connect desktop or mobile SIP softphones to your Knowlix VoIP account for enhanced functionality. Benefits of third-party SIP apps:
  • Always-on connectivity (receive calls even when Knowlix is closed)
  • Better mobile background calling support
  • Advanced features (call forwarding, voicemail, conference calling)
  • Lower battery usage compared to web browsers
Compatible SIP applications:
  • Zoiper: Free and paid versions for desktop and mobile (Windows, Mac, Linux, iOS, Android)
  • Linphone: Open-source SIP client with full-featured calling (all platforms)
  • MicroSIP: Lightweight Windows desktop client
  • Telephone: macOS-native SIP application
Configuration requirements: All SIP apps require these credentials from your VoIP provider:
  • SIP Username
  • SIP Password
  • SIP Domain
  • Server Address
  • Transport Protocol (typically UDP, TCP, or TLS)
Consult your VoIP provider’s documentation for exact configuration values. 💡 Mobile Usage Tip: Install a dedicated SIP app on your mobile device if you need to receive calls reliably. Web browser calling works well for outbound calls but may miss incoming calls when the app is backgrounded.

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VoIP for Sales Teams

Integrate calling with sales workflows for efficient customer outreach.

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Sales Call Workflows

Calling from opportunities:
  1. Open an opportunity in CRM
  2. Click the phone icon next to the customer’s phone number
  3. The VoIP widget initiates the call
  4. During the call, access opportunity details (products, pricing, history)
  5. After the call, log notes directly in the opportunity
  6. Schedule follow-up activities
Calling from scheduled activities:
  1. Open the VoIP widget
  2. View today’s scheduled calls in the activities tab
  3. Click a scheduled call
  4. The call initiates with full context (customer name, opportunity details)
  5. Complete the call and mark the activity as done
  6. Log outcomes and schedule next steps

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During Sales Calls

Actions available during calls: Access customer information: Navigate to the customer’s contact record, view previous interactions, check order history, and review notes from colleagues without ending the call. Send quotations: Create or access quotations while on the call. Walk customers through pricing, adjust products and quantities, and email quotations during the conversation for immediate review. Schedule meetings: Add calendar appointments or activities for follow-up calls, product demos, meetings, or contract signing while discussing next steps with the customer. Check inventory: View product availability, check stock levels, and confirm delivery timelines without putting the customer on hold. 💡 Sales Workflow: A salesperson calls a lead from an opportunity. During the call, they access the product catalog to answer questions, adjust the quotation to match discussed pricing, email the quote to the customer, and schedule a follow-up call for next week. All actions are logged automatically to the opportunity.

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Post-Call Actions

Logging call outcomes: After ending calls, the activity feed prompts for call notes. Log:
  • Call summary and key discussion points
  • Customer interest level and objections
  • Quoted products and pricing agreed upon
  • Next steps and commitments made
  • Follow-up activities required
Automatic record updates: Calls automatically update:
  • Opportunity last activity date
  • Contact last interaction timestamp
  • Activity completion status
  • Communication history
💡 Your Knowlix: “Schedule a follow-up call with Sarah for next Tuesday” or “Log this call: customer wants 50 units, needs quote by Friday”

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VoIP for Support Teams

Manage support calls with queue-based routing and ticket integration.

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Call Queue Configuration

Setting up support call queues: Call queues distribute incoming support calls to available agents, hold callers when all agents are busy, and play hold music or messages while waiting. To configure a call queue:
  1. Configure call forwarding with your VoIP provider to route your support number to the queue
  2. In Knowlix, configure queue routing rules:
    • Which team receives calls
    • Priority routing (VIP customers, urgent issues)
    • Business hours routing (after-hours handling)
    • Maximum wait time before voicemail
  3. Set up queue agents (support team members who answer calls)
  4. Configure hold messages or music

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Handling Support Calls

Joining the queue: Support agents join call queues when available to receive calls:
  1. Open the VoIP widget
  2. Set status to “Available” for queue calls
  3. Widget displays queue call indicators
  4. Accept incoming queue calls with one click
Call routing priority: Queues can route calls based on:
  • Agent skills or specializations
  • Longest idle agent (most fair distribution)
  • Round-robin rotation
  • Customer priority or tier
During support calls: Access customer history: View previous tickets, past interactions, purchased products, and support contract status without leaving the call. Create or update tickets: Create new helpdesk tickets during the call. Update existing tickets with call notes, change ticket status or priority, and assign to appropriate team members for follow-up. Access knowledge base: Search the knowledge base for solutions, share article links with customers via email, and resolve issues faster with documented procedures. Escalate issues: Transfer calls to specialized agents, escalate tickets to management, and schedule follow-up calls with senior support staff.

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Post-Call Support Actions

Ticket documentation: After support calls, update tickets with:
  • Issue description and troubleshooting steps taken
  • Resolution details or next steps
  • Customer satisfaction indicators
  • Follow-up requirements
Automatic ticket linking: Calls initiated from tickets automatically link to those tickets, appearing in ticket activity feeds with call duration and notes. Support metrics: Call queue analytics track:
  • Average wait time
  • Call abandonment rate
  • Average handle time
  • First-call resolution rate
  • Agent utilization
💡 Support Workflow: A customer calls the support line. The queue routes them to an available agent. The agent opens the customer’s record, sees their previous tickets, and quickly identifies the recurring issue. During the call, the agent creates a new ticket, assigns it to engineering for a bug fix, and schedules a follow-up call for next week to verify resolution.

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Call Recording

Record calls for quality assurance, training, and compliance purposes. Prerequisites: Call recording requires provider support. Verify your VoIP provider offers call recording and complies with local recording consent laws. Enabling call recording:
  1. Enable recording through your VoIP provider’s control panel
  2. Configure recording preferences (all calls, on-demand, inbound/outbound)
  3. Recordings automatically attach to call logs in Knowlix
Legal considerations:
Important: Many jurisdictions require informing callers that calls are recorded. Consult legal counsel about recording consent requirements in your operating regions. Common approaches include:
  • Automated announcements (“This call may be recorded for quality assurance”)
  • Verbal notification at call beginning
  • Written consent in customer agreements
Accessing recordings:
  • View in the call log activity entry
  • Download for offline review
  • Play directly in the browser

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Best Practices

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Use Headsets for Call Quality

Laptop and computer microphones pick up keyboard noise, mouse clicks, and environmental sounds. Quality USB or Bluetooth headsets significantly improve call clarity and professionalism.

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Test Before Critical Calls

Make test calls to colleagues before important customer or prospect calls. Verify audio quality, microphone levels, and internet connection stability.

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Grant Browser Permissions Permanently

Configure browser settings to always allow microphone access for Knowlix. This prevents permission prompts from interrupting calls.

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Maintain Stable Internet Connections

VoIP requires consistent bandwidth. Avoid making important calls on congested Wi-Fi networks or mobile connections with poor signal. Wired Ethernet connections provide the most reliable call quality.

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Schedule Calls as Activities

Don’t just call customers ad-hoc. Schedule calls as activities in opportunities or tickets. Scheduled calls appear in the VoIP widget with context, ensuring you’re prepared with relevant information.

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Log Call Outcomes Immediately

Document call notes immediately after ending calls while details are fresh. Include specific outcomes, commitments, and next steps rather than generic “had a call” notes.

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Use SIP Apps for Mobile Reliability

If you need reliable mobile incoming call reception, install a dedicated SIP application. Web browser calling works well for outbound calls but may miss incoming calls when backgrounded.

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Configure Quiet Hours

Set your VoIP status to “Unavailable” or forward calls to voicemail during meetings, focused work periods, or after business hours to avoid interruptions.

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Review Call Analytics Monthly

Analyze call volume patterns, response times, and call outcomes monthly. Identify peak calling times to optimize staffing and track metrics like first-call resolution rates.

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Train on CRM Integration

Ensure sales and support teams understand how to access customer records during calls, create activities and tickets while calling, and leverage integrated workflows rather than treating VoIP as a standalone tool.

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Test Call Recording Compliance

If using call recording, implement proper consent notifications. Verify recordings meet regulatory requirements for your industry and regions before relying on them for compliance purposes.

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Manage Call Queue Wait Times

Monitor call queue metrics weekly. Average wait times above 2-3 minutes result in high call abandonment. Adjust staffing, routing rules, or hours of operation to maintain acceptable service levels.
  • Activities - Schedule calls as activities
  • CRM - Integrate calling with sales opportunities
  • Helpdesk - Support ticket call integration
  • Calendar - Schedule call appointments

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Need Help?

Ask Your Knowlix:
  • “Call the customer from this opportunity”
  • “Show me my missed calls from today”
  • “Schedule a call with John for tomorrow at 2 PM”
  • “Log this call: discussed pricing, sending quote”
  • “Transfer me to the support queue”
  • “What’s my call volume this week?”
Contact Support: For questions about VoIP provider compatibility, call quality troubleshooting, recording configuration, or queue setup assistance, contact Knowlix support through the Help menu.