Phone widget

The Phone widget is a companion to the Phone app that can be used to handle calls and manage related records. The widget stays open when navigating other Odoo apps, turning voice communication into a seamless part of the Odoo workflow.

Configuration

To make calls through the Phone widget, enable microphone and speaker access in the browser settings.

Click the (microphone) icon at the top of the widget and select Click to Activate, then click Use Microphone to open the browser settings. In the settings, select the option to allow access. When microphone and speaker access is allowed, the icon has a purple icon (Audio settings).

If the Odoo database does not have permission to access the microphone and speaker, the (microphone) icon at the top of the widget has a red icon (Microphone access has not been granted yet) instead.

Navigation

To open the Phone widget, click the (Show Softphone) icon in the top corner of the screen. The widget also opens when clicking Call next to a contact’s phone number to initiate a call.

Click the (Hide Softphone) icon again to close the widget.

The Phone widget contains four tabs:

• Keypad: Makes outbound calls. Use the numeric keypad to dial a number, or type a name or number to search for a contact. Click the and/or (country flag) icon to fill in a country code.

• Recent: Lists recent inbound calls and outbound calls on the account, grouped by date. Click a call from the list to see the contact’s phone number and company name, and click the (Open full history) icon to view the full call history in the Phone app.

• Contacts: Lists contacts that have a saved phone number. Click the (Call) icon next to a contact to call them, or click the contact’s name to view their company name and phone number.

• Activities: Lists call activities assigned to the user, grouped by due date.

Handle calls

Make an outbound call

To make an outbound call, click the (Show Softphone) icon to open the Phone widget. Select a contact or activity, then click the (Call) icon next to that entry to start the call. Use the Contacts or Keypad tabs to search for a specific contact by name or number.

Tip

Calls can also be initiated by hovering over a phone number in a record, then clicking the (Call) button.

Receive an inbound call

When receiving an inbound call in Odoo, the Phone widget rings and displays a notification. To hide the widget, click the (Hide) icon in the top corner of the widget screen.

Active call controls

During an active call, the contact and the call duration are displayed, as well as the Create, Go to, and Log related record menus.

The call can be managed using the following controls:

• Transfer: Transfer the call to another user or phone number.

• Add Call: Add another call to make it a conference call.

• Hold: Put the call on hold. Click again to end the hold.

• Record: Start recording the call. Click again to stop recording.

• Mute: Mute the microphone. Click again to unmute.

• Hang up: End the call.

• Keypad: Open the numeric keypad to dial another number.

Transfer a call

To transfer an active call, follow the steps below:

1. Click Transfer and the contact list appears.

2. Search for a contact to transfer the call to, or click the Keypad to dial a number.

3. Click Transfer again.

4. Select one of three options:

   • Direct Transfer: Transfer the call immediately without speaking to the selected contact.

   • Ask First: Speak to the selected contact before transferring the call. Click Confirm Transfer to complete the transfer, or click Hang up to cancel the transfer.

   • Cancel transfer: Cancel the transfer and return to the contact selection screen. Click (Back) to return to the active call.

If the user does not pick up the call or is busy with another call, calls may be automatically transferred depending on the VoIP service provider configuration.

Move a call to another device

Calls can be switched to another device signed into the same account. This is helpful for moving a call from a desktop to a mobile device for portable use, or moving a call from a mobile device to a desktop for screen sharing. During a call, the Phone widget on other devices displays Active call(s) on another device.

Click Switch here on another device to move the call to that device.

Add and remove CRM calls

Call activities can be added and removed from the CRM Pipeline without opening the opportunity record.

To add a CRM call activity from the queue, open the CRM app and select the Kanban view. Hover over the desired opportunity, then click the (phone) icon with a green plus (Add to Call Queue). The call activity for the opportunity appears in the Activities tab.

To remove a CRM call activity from the queue, hover over the opportunity and click the (phone) icon with a red minus (Remove from Call Queue) icon. The call activity for the opportunity disappears from the Activities tab.

Note

Moving calls to another device is not supported in demo mode.

Manage related records

Select a record in the Recent, Contacts, or Activities tab to view the following drop-down action menus:

• Create: Create a lead, ticket, applicant, or task related to the contact record.

• Go to: Send an email or SMS, and open records related to the contact. Depending on the type of contact, this can include call details, contacts, leads, tickets, tasks, sales, and subscriptions.

• Log (Recents tab only): Log the call as an activity in a related record.

• Activity (Activities tab only): Complete, edit, or cancel the activity.

Troubleshooting

Each section below goes through common issues with the Phone widget and how to resolve them.

Missing parameter

If a Missing Parameter error message appears in the Phone widget, refresh the window, and try again.

Incorrect number

If an Incorrect Number error message appears in the Phone widget, make sure to use the international format, leading with the (plus), followed by the international country code (e.g., +15555555555, where +1 is the international prefix for the United States.)

The websocket connection with the server has been lost

If a The websocket connection with the server has been lost. Please try to refresh the page. error message appears in the Phone widget, then refresh the page close other browser tabs.

This error is caused by returning to the database after a period of inactivity, like lunch, or if there are too many browser tabs open.

Failed to start the user agent

If a Failed to start the user agent. The URL of the websocket may be wrong. Please have an administrator verify the websocket server URL in the General Settings. error message appears in the Phone widget, then update the browser and computer.

This error is caused by the browser or computer not being up-to-date (and can also cause issues with the microphone).

Grayed-out Phone widget

If the Phone widget is completely grayed out and cannot be interacted with, then update the browser and computer, and delete the Google Chrome extension causing the problem.

Cannot connect to the VoIP phone number

If the user cannot connect to their VoIP phone number, then their Odoo profile is missing their VoIP Secret. To add it, Settings app ‣ Users & Companies ‣ Users select the user, and click the VoIP tab. Under the Credentials section, enter the user’s Secret. This is the user’s password to their account for their VoIP service provider.