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.
重要
This feature requires at least one call queue to be configured.
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.
注解
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 agent 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:
使用 (信封) 图标，向客户发送包含故障排查步骤的跟进邮件。
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.
结束技术支持通话¶
当需要结束通话时，技术支持人员需点击 VoIP 组件右下角的红色 (电话) 图标。操作完成后，通话记录将自动保存至工单讨论区。
若尚未完成，技术支持人员需将电话活动标记为已完成。要执行此操作：进入工单讨论区，定位至 计划活动 版块，然后点击通话活动的 标记完成 按钮，该活动将从 VoIP 组件的 待办活动 标签页移除。
退出技术支持队列¶
当班次结束或需要休息时，技术支持人员可退出技术支持呼叫队列。
首先，点击 Odoo 数据库右上角的 (VoIP) 图标，接着点击 (键盘) 图标。然后，拨打*坐席登出*号码，最后点击 电话 图标完成操作。
当客服人员拨打*坐席登出代码*后，系统将播放语音提示确认已退出队列。此后，该坐席将不再接听服务来电，直至重新登录系统。