Phone

Note

As of Odoo 19.0, the VoIP module has been renamed to Odoo Phone.

The Odoo Phone app enables businesses to handle calls over the internet by integrating directly with Odoo apps like CRM and Helpdesk. The Phone app can link calls and messages to customer interactions, log communication history, and automate call routing based on predefined rules. Features like call recording and analytics provide insights into call volume and response times, helping businesses streamline external communication and track team performance.

Phone widget

Get started with the Phone widget essentials, including actions that can be taken during a call.

Devices and integrations

Learn how to access the Phone widget from different devices (like phones) and apps (like Linphone).

See also

Odoo Tutorials: Phone

About VoIP

The Phone app uses the following technologies to make and receive calls in Odoo:

• Voice over Internet Protocol (VoIP): Technology that is used to handle calls that are not made from a phone line.

• Session Initiation Protocol (SIP): Technology included in VoIP that specifically handles the setup, management, and termination of calls.

• Call queue: A system to route calls (usually in a support team). This allows customers to wait for help if no support agents are available.

• Dial plans: A system to define how VoIP calls are routed, based on set rules.

Configure the Phone app

To make VoIP calls in Odoo, first install the Phone app.

Once the app is installed, a (Phone) icon will appear at the top of the screen. When this icon is clicked, a Phone pop-up widget appears on the screen. This is where users can make and receive calls, send emails, edit user and employee info, and manage activities. The widget stays open when navigating other Odoo apps.

Assign user permissions

Note

As of Odoo 19.0, the Phone app has three access roles that can be assigned.

By default, users can receive their own calls, and managers can receive calls for their team members. To grant additional Phone app permissions to a user, go to Settings app ‣ Users & Companies ‣ Users and search for the user. Open the user’s contact card and navigate to the Access Rights tab. Go to the Productivity section, and in the VoIP field, select the desired access role.

The Phone app has three access roles:

• No: cannot access Phone app features.

• Officer: can view and report on all calls.

• Administrator: can view, report, and manage call settings.

Important

Database administrators are not automatically granted administrator rights for the Phone app.

Make sure to set the correct access role for each Phone app user.

To modify these roles or add custom roles, see Create and modify groups.

Connect to a VoIP provider

Making calls through the Phone app also requires a VoIP service provider. Odoo supports three verified providers by default: Axivox, DIDWW, and OnSIP. Click on the cards below to learn how to configure these service providers in the Odoo database:

Axivox configuration

Learn how to set up Axivox in Odoo. This includes adding users to Axivox, setting up call queues, and more.

DIDWW configuration

Learn how to set up DIDWW in Odoo. This includes entering DIDWW credentials into Odoo and purchasing new numbers.

OnSIP configuration

Learn how to set up OnSIP in Odoo. This includes entering OnSIP credentials into Odoo and handling troubleshooting.

Other providers must meet two requirements to connect with Odoo:

1. The VoIP host must provide access to a SIP server via a WebSocket connection.

2. The VoIP host must support WebRTC protocol.

Important

If these requirements are met, it should be possible to add the alternate provider to Odoo. However, Odoo recommends using a verified provider and cannot guarantee compatibility with every alternate provider.

To add credentials for an alternate provider, go to the Phone app ‣ Configuration ‣ Settings. Click New, then enter the provider information (such as the websocket’s URL). Enter the domain created by the alternate provider in the OnSIP Domain field.

For issues setting up the VoIP service provider in Odoo, follow the relevant troubleshooting steps. For any other issues with the VoIP service provider, contact their support team directly.

Record and transcribe calls

Calls made through the Phone app can be recorded, and recordings can be transcribed into text.

Configure call recording

To configure call recording and transcription, go to Phone app ‣ Configuration ‣ Providers. For each VoIP provider, select the desired setting:

• Call Recording: Select Disabled, Let users decide, or Force for all users.

• Transcription: Select Disable or Force for all users.

Recordings are stored using the Cloud Storage integration. If it is not configured, a warning is shown on this page, and call recording cannot be enabled.

Request a transcription

After a call has been recorded, its recording can be transcribed into text. A Transcription pending… banner appears at the top of the call’s record, with a Request Transcription button. Transcription is only available when enabled for the call’s VoIP provider (see Configure call recording above).

If the transcription fails, the banner displays an error message instead.

Call Debrief panel

Once a call has a recording or transcript, a Call Debrief panel with a timestamped transcript and audio player appears. The transcript and audio player are synced. Click a line in the transcript to jump to that moment in the recording, or play the recording to highlight each corresponding line as it plays.

The audio player has a timeline with a marker for each transcript line and the following controls:

Control	Description	Keyboard shortcut
Play	Play or pause the recording.	K
Skip backward	Skip backward 5 seconds in the recording.	J
Skip forward	Skip forward 5 seconds in the recording.	L
Mute	Hover over the icon to reveal a volume slider.	M
1x	Change the playback speed. Speeds between 0.25x and 3x are available in increments of 0.25.	Shift + , to decrease, Shift + . to increase
Download	Download the recording as an MP3 audio file.	N/A

VoIP workflows

Odoo Phone is popular with sales teams and support teams, but can be useful for other teams as well. Click the cards below to learn about VoIP workflows in Odoo:

Sales teams and VoIP

Learn how to use Odoo Phone for a sales team workflow. This includes making sales calls, handling follow-ups, and sending a sales quotation while on a call.

Support queues and VoIP

Learn how to use Odoo Phone for a support team workflow. This includes joining a call queue as an agent and handling live phone support tickets.

• Axivox
  • Odoo Phone with Axivox
  • Manage users in Axivox
  • Voicemails and audio messages
  • Dynamic caller ID
  • Conference calls
  • Dial plan basics
  • Advanced dial plans
  • Call queues
• Odoo Phone with DIDWW
• Odoo Phone with OnSIP
• Phone widget
• Devices and integrations
• Sales calls with Odoo Phone
• Support calls with Odoo Phone