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[ADD] VoIP: Support Agent Workflow
closes #13335 X-original-commit: 04311e9 Signed-off-by: Jessica Rogers (jero) <jero@odoo.com> Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>
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‎content/applications/productivity/voip.rst

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==============
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Here are a few commonly used workflows for Odoo |VOIP|. This technology is especially popular with
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sales teams, but can be useful for other teams as well.
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sales teams and support teams, but can be useful for other teams as well.
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.. cards::
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.. card:: Sales teams and VoIP
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:target: voip/sales_calls
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:large:
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Learn how to use VoIP for a sales team. This includes making sales calls, handling
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follow-ups, and sending a sales quotation while on a call.
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Learn how to use VoIP for a sales team. This includes making sales calls, handling follow-ups,
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and sending a sales quotation while on a call.
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.. card:: Support queues and VoIP
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:target: voip/support_calls
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:large:
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Learn how to use VoIP for a support team. This includes joining a call queue as an agent and
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handling support tickets that require calls.
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.. toctree::
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:titlesonly:
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voip/voip_widget
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voip/devices_integrations
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voip/sales_calls
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voip/support_calls

‎content/applications/productivity/voip/support_calls.rst

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=======================
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Support calls with VoIP
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=======================
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.. |VOIP| replace:: :abbr:`VoIP (Voice over Internet Protocol)`
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A useful tool for support teams, Odoo |VOIP| is used as a way to get in contact with customers that
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need some help. Using |VOIP| can help improve customer satisfaction, reduce support costs, and
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allows support agents to navigate an Odoo database while on a call.
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Instead of being tied to their desks, support agents can take calls from anywhere they have access
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to Odoo :doc:`VoIP <../voip>`.
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.. important::
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This feature requires at least one :doc:`call queue <axivox/call_queues>` to be configured.
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.. seealso::
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`Odoo Tutorial: Working as a Support Agent
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<https://www.odoo.com/slides/slide/working-as-a-support-agent-odoo-voip-4617>`_
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Log into a support queue
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========================
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If :doc:`call queues <axivox/call_queues>` are set up, begin a support shift by logging into a call
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queue.
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Begin by clicking :icon:`oi-voip` :guilabel:`(VoIP)` in the top-right corner of the Odoo database.
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From there, click :icon:`fa-keyboard-o` :guilabel:`(keyboard)`, then dial the *agent connection*
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number and click :icon:`fa-phone` :guilabel:`(phone)`.
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Once the support agent calls their *agent connection code*, they'll hear a short message letting
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them know they are logged into the queue. From here, the agent receives support calls according to
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the administrator's :doc:`call queue strategy <axivox/call_queues>`. When a support agent receives a
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call, the Odoo |VOIP| widget appears in the bottom-right corner of their screen with the caller's
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phone number, as well as their name if the number is tied to a customer profile.
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.. note::
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When support staff are added as :doc:`static agents <axivox/call_queues>` to a call queue, they
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do not need to log into the queue to receive calls from that queue.
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Call a customer from a support ticket
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=====================================
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As part of a support agent's daily tasks, they might be asked to call customers with open support
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tickets. With Odoo |VOIP|, the support agent can stay in the Odoo database throughout the entire
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workflow.
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From the database's home page, click the **Helpdesk** app, click into a helpdesk, and then open a
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ticket. If the ticket does not already have a call activity scheduled, click :guilabel:`Activities`
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in the ticket's chatter, then set the activity's :guilabel:`Activity Type` to :guilabel:`Call`, and
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then fill out the rest of the activity form, and finally click :guilabel:`Schedule`.
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.. image:: support_calls/create-call-activity.png
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:alt: Scheduling a call activity for a support ticket.
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From here, the agent has three ways to make a call:
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- Hover over the :guilabel:`Phone` field in the ticket, then click :icon:`fa-phone`
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:guilabel:`Call`.
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- In the ticket's chatter, click the customer's phone number.
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- In the upper-right corner, click the :icon:`oi-voip` :guilabel:`(VoIP)` icon to open the |VOIP|
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widget. From the :guilabel:`Next Activities` tab, select the call, and finally click the
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:icon:`fa-phone` :guilabel:`(phone)` icon near the bottom of the widget.
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Work during a call
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------------------
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Once the call with the customer begins, the support agent can still move about the Odoo database.
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Also, there are shortcut icons in the |VOIP| widget that the support agent can use to access common
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actions, like sending an email to the customer, or pulling up their profile. Learn more about
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:doc:`the documents a support agnet can access <voip_widget>` during a call.
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The support agent can also take some actions during the call:
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- :icon:`fa-arrows-h` :guilabel:`(transfer)`: Transfer a call to another team member.
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- :icon:`fa-microphone` :guilabel:`(microphone)`: The support agent can mute themselves during a
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call.
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- :icon:`fa-pause` :guilabel:`(pause)`: Place the caller on hold.
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Handle call follow-ups
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----------------------
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The |VOIP| widget can handle some common follow-up tasks, but support agents can still navigate Odoo
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for tasks not available in the widget.
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Here are some of the common follow-up tasks that can be managed from the |VOIP| widget:
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- Send a follow-up email sharing troubleshooting steps with the customer using the
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:icon:`fa-envelope` :guilabel:`(envelope)` icon.
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- Update the customer's mailing address by clicking on the :icon:`fa-user` :guilabel:`(user)` icon,
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which opens their profile.
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- Schedule a second call with the customer by clicking the :icon:`fa-clock-o` :guilabel:`(clock)`
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icon, setting the :guilabel:`Activity Type` field to :guilabel:`Call`, and then filling out the
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rest of the form.
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End the support call
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--------------------
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When it is time to end the call, the support agent clicks the red :icon:`fa-phone`
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:guilabel:`(phone)` icon in the lower-right corner of the |VOIP| widget. When they do, the call is
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logged in the ticket's chatter.
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If they have not done so already, the support agent then marks the phone call activity as done. To
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do so, navigate to the ticket's chatter and find the :guilabel:`Planned Activities` section, then
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click :icon:`fa-check` :guilabel:`Mark Done` on the planned call to remove it from the
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:guilabel:`Next Activities` tab in the |VOIP| widget.
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Log out of a support queue
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==========================
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Once the agent's shift ends, or if they are taking a break, they can log out of the support call
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queue.
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Begin by clicking :icon:`oi-voip` :guilabel:`(VoIP)` in the top-right corner of the Odoo database.
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From there, click :icon:`fa-keyboard-o` :guilabel:`(keyboard)`, then dial the *agent disconnection*
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number and click :icon:`fa-phone` :guilabel:`phone`.
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Once the support agent calls their *agent disconnection code*, they'll hear a short message letting
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them know they are logged out of the queue. From here, the agent will no longer receive support
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calls until they log back in.

‎content/applications/productivity/voip/support_calls/create-call-activity.png

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