6.0 KiB
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.
: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.
: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.
: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.
: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.
: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}/applications/general/users/access_rights.
:::
: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.
:::