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Copy file name to clipboardExpand all lines: content/applications/productivity/voip/support_calls.rst
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@@ -4,16 +4,15 @@ Support calls with VoIP
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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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A useful tool for support teams, Odoo |VOIP| is used as a way to get in contact with customers who
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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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allow 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 |VOIP|.
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This article goes over setting up Odoo |VOIP| for a support team that already has |VOIP| configured.
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If |VOIP| is **not** configured, refer to the :doc:`configure VoIP <../voip>` documentation
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to get started.
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If |VOIP| is **not** configured, refer to the :doc:`configure VoIP <../voip>` documentation to get started.
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.. seealso::
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`Odoo Tutorial: Working as a Support Agent
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them know they are logged into the queue. From here, the agent will receive support calls according
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to the administrator's :doc:`call queue strategy <axivox/call_queues>`. When a support agent
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receives a call, the Odoo |VOIP| widget will appear in the bottom-right corner of their screen with
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the caller's phone number, as well as their name if the number is tied to a customer profile.
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the caller's phone number and 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 *static agents* to a call queue, they will not need to log into
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the queue to receive calls from that queue. Learn more about
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:doc:`static agents <axivox/call_queues>`.
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the queue to receive calls from that queue. Learn more about:doc:`static
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agents <axivox/call_queues>`.
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Call a customer from a support ticket
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=====================================
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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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ticket. If the ticket does not already have a call activity scheduled, click :guilabel:`Activities`
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in the ticket's chatter, set the activity's :guilabel:`Activity Type` to :guilabel:`Call`, 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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- 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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- 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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During the call with the customer, the support agent can still move about the Odoo database.
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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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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,
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then click :icon:`fa-check` :guilabel:`Mark Done` on the planned call to remove it from the
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do so, navigate to the ticket's chatter and find the :guilabel:`Planned Activities` section, then 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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