========================================== Make, receive, transfer, and forward calls ========================================== Calling prospective clients, customers, or colleagues is an essential part of any business. A company also needs to be available when customers call, in order to build trust and make connections. This document covers how to make, receive, transfer, and forward calls with Odoo *VoIP*. Make calls ========== Starting on the Odoo dashboard, a call can be made by opening the phone widget in the the upper-right corner, which is represented by a :guilabel:`☎️ (phone)` icon. Then, a user can click on the :guilabel:`Contacts` tab, and click into any contact in the database to make a call. Additionally, one can also use the :guilabel:`Search bar` in the :guilabel:`VOIP` pop-up window to find any desired contact. .. image:: transfer_forward/widget-operation.png :align: center :alt: Using the VoIP phone widget to make calls. To manually make a call, click the :guilabel:`⌨️ (keyboard)` icon, and proceed to manually key in the desired number. Do not forget to lead with the :guilabel:`+ (plus)` icon, followed by the international country code. .. example:: For the United States of America, the country code and :guilabel:`+ (plus)` icon, would look like this: `+1`. If one were to dial Belgium, the number would be prefixed by `+32`, and for Great Britain it would be `+44`. After entering the full number, with the required :guilabel:`+ (plus)` icon prefix and country code, click the green :guilabel:`📞 (phone)` icon to start the call. When finished, click the red :guilabel:`📞 (phone)` icon to end the call. .. image:: transfer_forward/manual-call.png :align: center :alt: Using the VoIP phone widget to make calls. Receive calls ============= An incoming call automatically opens the *VoIP* widget, when a user is using the Odoo database. Should the database be open in another tab, a sound plays (the sound **must** be activated on the device). Once back to the tab, the calling screen of the *VoIP* phone widget appears. Click the green :guilabel:`📞 (phone)` icon to pick up the call, or the red :guilabel:`📞 (phone)` icon to reject the call. .. image:: transfer_forward/incoming-call.png :align: center :alt: Incoming call on the VoIP widget, with the call answer and call reject buttons highlighted. Add to call queue ================= All the contacts and customers that need to be called can be seen in one place with the Odoo *VoIP* phone widget, under the :guilabel:`Next activities` tab. .. image:: transfer_forward/next-activities.png :align: center :alt: VoIP widget with next activities highlighted, showing tasks below. To add a call to the :guilabel:`Next activities` tab, click the green :guilabel:`📞 (phone)` icon, while in kanban view of the *CRM* application. To remove them from the call queue, hover over the opportunity that has a call scheduled, and click the red :guilabel:`📞 (phone)` icon that appears with the :guilabel:`- (minus)` icon. When navigating back to the *VoIP* phone widget, **only** the calls that are scheduled immediately for that day appear in the queue under the :guilabel:`Next Activities` tab of the *VoIP* pop-up widget. .. image:: transfer_forward/add-call-queue.png :align: center :alt: Adding a call to the next activities tab in the VoIP phone widget. The :guilabel:`Next Activities` tab of the *VoIP* phone widget is integrated with the following Odoo apps: *CRM*, *Project*, and *Helpdesk*. A call can be added in the chatter of records within those applications. To manually add a call, via the chatter, click :guilabel:`Activities` (next to the :guilabel:`🕗 (clock)` icon). Under :guilabel:`Activity Type`, select :guilabel:`Call` from the drop-down menu that appears. Next, set a :guilabel:`Due Date`, and add a :guilabel:`Summary`. Lastly, change the :guilabel:`Assigned to` field to the person that should make the call. Whomever is set in this last field (:guilabel:`Assigned to`) has this call show up in their :guilabel:`Next Activities` call queue in the Odoo *VoIP* phone widget. .. important:: Only calls for the immediate day (today's date) appear in the :guilabel:`Next Activities` tab of the *VoIP* phone widget for that specific user. If specified, click :guilabel:`Save` or :guilabel:`Open Calendar` to complete the scheduling of the call. Transfer calls ============== A call can be transferred from one user to another in the Odoo *VoIP* phone widget. However, this can **only** occur after speaking to the caller first. Without picking up the call in the Odoo *VoIP* phone widget, the only way to transfer a call is automatically though the provider console/portal. .. seealso:: For more information on transfers, visit :ref:`voip/axivox/forwardings_tab`. To transfer a call within the Odoo *VoIP* phone widget, first, answer the call using the green :guilabel:`📞 (phone)` icon. Once the incoming call is answered, click the :guilabel:`↔ (left-right arrow)` icon. Then, enter the extension of the user the call should be forwarded to. Finally, click :guilabel:`Transfer` to route the call to that phone number. .. tip:: To find the extension for a user, consult the :abbr:`VoIP (Voice over Internet Protocol)` administrator, or, if the user has *Settings* access rights to *Administration*, navigate to :menuselection:`Settings App --> Manage Users --> Select the user --> Preferences --> VOIP --> VoIP username / Extension number`. For more information on access rights, visit: :doc:`../users/access_rights`. .. image:: transfer_forward/transfer.png :align: center :alt: Transferring a call within the phone widget, with the transfer buttons highlighted. Forward calls ============= To forward a call within the Odoo *VoIP* phone widget, first, answer the call using the green :guilabel:`📞 (phone)` icon. Once the incoming call is answered, click the :guilabel:`↔ (left-right arrow)` icon. Then, enter the full phone number of the user the call should be forwarded to. Finally, click :guilabel:`Transfer` to route the call to that phone number. .. seealso:: For more information on forwarding, visit :ref:`voip/axivox/forwardings_tab`.