# Keyfax Two Way Call

Watch this video to see a demonstration of KeyNect being launched by Keyfax.

{% embed url="<https://youtu.be/dkpXBPkYIc8>" %}

There are two ways to start a KeyNect call in Keyfax.

1. Using the [Video anywhere](#video-anywhere) icon from the navigation bar. This appears when the user is on a question.

<div data-with-frame="true"><figure><img src="/files/085fmDWzGNAtlLpVsVZi" alt=""><figcaption></figcaption></figure></div>

2. Creating a [question in Admin Tools](#video-from-a-question) and adding this to a specific script step.

<div data-with-frame="true"><figure><img src="/files/06cKEhzKcXNWUerriHv7" alt=""><figcaption></figcaption></figure></div>

### Call Classifiers

The call classifier for the Video Anywhere and Question Type is set within the Keyfax configuration by Omfax Support for the following classifiers:

* Two way calls from anywhere within Keyfax
* One way self service video calls
* One way self service audio calls

{% hint style="info" %}
Note: The audio from the tenant (callee) may not be captured when recording video in the following scenario: A staff member is calling from their mobile to the callee’s mobile and initiates a KeyNect call. In this situation, the mobile device may prioritise the mobile phone audio channel.
{% endhint %}

### Video Anywhere

1. Click the “Video anywhere” icon at the point you want to create a KeyNect call.

<div data-with-frame="true"><figure><img src="/files/fSTMzFAW0p1e2CKraVlN" alt=""><figcaption></figcaption></figure></div>

2. Enter the tenants “Name”, “Mobile” and “Email” (optional). These fields can be pre-populated using databoxes.&#x20;

{% hint style="info" %}
Note: If the default text of “Not Found” is displayed it must be deleted or text entered in order to progress.&#x20;
{% endhint %}

<div data-with-frame="true"><figure><img src="/files/wrJUadFDLROSJ5BnWQV3" alt=""><figcaption></figcaption></figure></div>

3. Click “Send Link & Join Video Call”.
4. Click “Join Video Call”.

<div data-with-frame="true"><figure><img src="/files/zW26pS9tub5Tmd7Axqdr" alt=""><figcaption></figcaption></figure></div>

5. Mobile user joins the call.
6. Once connected, the KeyNect call then follows the process explained here: [KeyNect Two Way Call](/product-suite/keyfax-keynect/starting-a-call/keynect-two-way-call.md).
7. End the KeyNect call and close the tab for the KeyNect call.
8. A record of any resources will appear in the Keyfax window. Clicking a file will open it in the KeyNect portal.

<div data-with-frame="true"><figure><img src="/files/Eiy6zB3FQu4FWGGnd0um" alt=""><figcaption></figcaption></figure></div>

9. Click “Submit Video Call”.
10. Click “Submit Video Call” again.

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11. Complete the script as required.
12. A copy of the media files will be available in the **Current Call tab**.

<div data-with-frame="true"><figure><img src="/files/G6yTOeiSwZSdQo0Hj67Z" alt=""><figcaption></figcaption></figure></div>

13. And on the **results summary page**.

<div data-with-frame="true"><figure><img src="/files/QZ77uDzMItKRCIR3Q2Fa" alt=""><figcaption></figcaption></figure></div>

14. Any “Call notes” captured on the KeyNect call will be stored in the “Additional information” field:

<div data-with-frame="true"><figure><img src="/files/q6WedylZODrXvNwffzbw" alt=""><figcaption></figcaption></figure></div>

&#x20;15\. Click “Submit” to complete the script.

<div data-with-frame="true"><figure><img src="/files/aiYVas1j0KHQsMW7dxwF" alt=""><figcaption></figcaption></figure></div>

16. The URLs for the media files can be recorded in the description and are also returned as part of the Keyfax Export XML details. Workflow may be needed within your IT systems to write the URLs into the Housing Management System.

### Video Question

You must already have a Video Call question in a script. Here’s how to create one:

1. Create a Video Call question in Admin Tools.

&#x20;![](/files/kgcBbUhjjLJk8lhl7bKT)

2. Choose whether to make the question mandatory or not. Databoxes can be used to pull through the tenant’s name, email and mobile number if available.

<div data-with-frame="true"><figure><img src="/files/KGGgHtc7qPsYpPTfGZre" alt=""><figcaption></figcaption></figure></div>

3. Add the question to the relevant script path.

<div data-with-frame="true"><figure><img src="/files/q1cFI6TfuJM4zvcc7eZB" alt=""><figcaption></figcaption></figure></div>

4. The user will be presented the question in the script, with the option to SKIP. The users name, mobile and email will be pulled through if available or show as “Not found” if unavailable.

<div data-with-frame="true"><figure><img src="/files/3sl5R3OKW4e23MGhCdVm" alt=""><figcaption></figcaption></figure></div>

5. Follow the same process as earlier to start and join the KeyNect call.


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.keyfax.biz/product-suite/keyfax-keynect/starting-a-call/keyfax-two-way-call.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.