Support calls with Odoo Phone¶
A useful tool for support teams, Odoo Phone is used as a way to get in contact with customers who need some help. Using the Phone app 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 the Odoo Phone app.
중요
이 기능은 최소한 하나 이상 통화 대기열 이 설정되어 있어야 사용이 가능합니다.
고객 지원 대기열 로그인하기¶
If call queues are set up, begin a support shift by logging into a call queue.
Begin by clicking (Show Softphone) 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 Phone 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.
참고
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.
고객 지원 티켓에서 고객에게 전화 걸기¶
As part of a support agent’s daily tasks, they might be asked to call customers with open support tickets. With Odoo Phone, the support agent can stay in the Odoo database throughout the entire workflow.
데이터베이스 홈페이지에서 헬프데스크 앱을 선택하여 클릭한 후 헬프데스크를 클릭하여 티켓을 엽니다. 티켓에 아직 통화 활동이 예약되어 있지 않은 경우에는, 티켓 메시지창에서 활동 을 클릭하여 생성한 후, 활동의 활동 유형 을 통화 로 설정하고 나머지 활동 양식을 작성한 다음, 마지막으로 일정 을 클릭합니다.
여기에서 상담원이 전화를 거는 방법에는 세 가지가 있습니다:
Hover over the Phone field in the ticket, then click Call.
티켓에 대한 메시지창에서 고객 전화번호를 클릭합니다.
In the upper-right corner, click the (Show Softphone) icon to open the Phone widget. From the Activities tab, select the call, and finally click the (phone) icon near the bottom of the widget.
통화 중 작업¶
Once the call with the customer begins, the support agent can still move about the Odoo database. Also, there are shortcut icons in the Phone 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.
고객 지원 상담원은 통화 중에도 다음과 같은 작업을 수행할 수 있습니다:
(전달): 다른 팀원에게 통화를 전달합니다.
(마이크): 고객 지원 상담원은 통화 중에 본인의 마이크 음소거를 할 수 있습니다.
(일시 정지): 발신 통화를 대기 상태로 전환합니다.
통화 후속 조치 처리¶
The Phone 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 Phone 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.
고객 지원 통화 종료¶
When it is time to end the call, the support agent clicks the red (phone) icon in the lower-right corner of the Phone 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 Phone widget.
지원 대기열에서 로그아웃하기¶
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 (Show Softphone) 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.