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