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.
重要
This feature requires at least one call queue to be configured.
登录支持队列¶
如果设置了 呼叫队列，则通过登录呼叫队列开始支持轮班。
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.
備註
当支持人员作为 静态代理 添加到呼叫队列时，他们不需要登录队列就可以接收来自该队列的呼叫。
通过支持工单呼叫客户¶
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.
从数据库主页点击**服务台**应用程序，点击进入服务台，然后打开一个票单。如果工单尚未安排呼叫活动，请点击工单沟通栏中的 活动，然后将活动的 活动类型 设置为 呼叫，然后填写活动表单的其余部分，最后点击 安排。
在这里，代理有三种拨打电话的方式：
将鼠标悬停在工单中的 电话 字段上，然后点击 :
呼叫。在工单的沟通栏录中，点击客户的电话号码。
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.
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 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.
支持代理还可以在通话过程中采取一些行动：
(transfer): Transfer a call to another team member.
（麦克风）：支持人员可以在通话过程中使自己静音。
(pause): Place the caller on hold.
Handle call follow-ups¶
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:
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¶
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.
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。
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.
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。