You may make or take a call depending on the option that you have selected as your Voice connection upon logging in. When you receive an inbound call, the call may ring either right within the widget, on the RingCentral Phone, deskphone, or on the external number you provided upon logging in to the app. Note that if the person is calling in for the first time, Salesforce can be configured by its admin to open a new contact, case, lead, or other records supported by Salesforce. These can be set up by the Salesforce admin from the Softphone Layouts in the Salesforce setup.
Once you’ve answered the call, your agent state will change to Engaged and the dialpad will change, providing call controls you can use to help manage your call.