diff --git a/content/applications/productivity/voip/support_calls.rst b/content/applications/productivity/voip/support_calls.rst new file mode 100644 index 0000000000..ecb3e4fa25 --- /dev/null +++ b/content/applications/productivity/voip/support_calls.rst @@ -0,0 +1,131 @@ +======================= +Support calls with VoIP +======================= + +.. |VOIP| replace:: :abbr:`VoIP (Voice over Internet Protocol)` + +A useful tool for support teams, Odoo |VOIP| is used as a way to get in contact with customers that +need some help. Using |VOIP| 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 Odoo |VOIP|. + +This article goes over setting up Odoo |VOIP| for a support team that already has |VOIP| configured. +If |VOIP| is **not** configured, refer to the :doc:`configure VoIP <../voip>` documentation +to get started. + +.. seealso:: + `Odoo Tutorial: Working as a Support Agent + `_ + +Log into a support queue +======================== + +If :doc:`call queues ` are set up, begin a support shift by logging into a call +queue. + +Begin by clicking :icon:`oi-voip` :guilabel:`(VoIP)` in the top-right corner of the Odoo database. +From there, click :icon:`fa-keyboard-o` :guilabel:`(keyboard)`, then dial the *agent connection* +number and click :icon:`fa-phone` :guilabel:`(phone)`. + +.. image:: support_calls/call-queue-login.png + :alt: The Odoo VoIP widget with an agent's login code entered. + +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 will receive support calls according +to the administrator's :doc:`call queue strategy `. When a support agent +receives a call, the Odoo |VOIP| widget will appear 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. + +.. note:: + When support staff are added as *static agents* to a call queue, they will not need to log into + the queue to receive calls from that queue. Learn more about + :doc:`static agents `. + +Call a customer from a support ticket +===================================== + +As part of a support agent's daily tasks, they might be asked to call customers with open support +tickets. With Odoo |VOIP|, the support agent can stay in the Odoo database throughout the entire +workflow. + +From the database's home page, click the **Helpdesk** app, click into a helpdesk, and then open a +ticket. if the ticket does not already have a call activity scheduled, click :guilabel:`Activities` +in the ticket's chatter, then set the activity's :guilabel:`Activity Type` to :guilabel:`Call`, and +then fill out the rest of the activity form, and finally click :guilabel:`Schedule`. + +.. image:: support_calls/create-call-activity.png + :alt: Scheduling a call activity for a support ticket. + +From here, the agent has three ways to make a call: + +- Hover over the :guilabel:`Phone` field in the ticket, then click :icon:`fa-phone` + :guilabel:`Call`. +- In the ticket's chatter, click the customer's phone number. +- In the upper-right corner, click the :icon:`oi-voip` :guilabel:`(VoIP)` icon to open the |VOIP| + widget. From the :guilabel:`Next Activities` tab, select the call, and finally click the + :icon:`fa-phone` :guilabel:`(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 |VOIP| 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 +:doc:`the documents a support agnet can access ` during a call. + +The support agent can also take some actions during the call: + +- :icon:`fa-arrows-h` :guilabel:`(transfer)`: Transfer a call to another team member. +- :icon:`fa-microphone` :guilabel:`(microphone)`: The support agent can mute themselves during a + call. +- :icon:`fa-pause` :guilabel:`(pause)`: Place the caller on hold. + +.. image:: support_calls/voip-widget-call.png + :alt: The VoIP widget opened to a call, showing the shortcut icons a support agent has access to. + +Handle call follow-ups +---------------------- + +The |VOIP| 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 |VOIP| widget: + +- Send a follow-up email sharing troubleshooting steps with the customer using the + :icon:`fa-envelope` :guilabel:`(envelope)` icon. +- Update the customer's mailing address by clicking on the :icon:`fa-user` :guilabel:`(user)` icon, + which opens their profile. +- Schedule a second call with the customer by clicking the :icon:`fa-clock-o` :guilabel:`(clock)` + icon, setting the :guilabel:`Activity Type` field to :guilabel:`Call`, and then filling out the + rest of the form. + +End the support call +-------------------- + +When it is time to end the call, the support agent clicks the red :icon:`fa-phone` +:guilabel:`(phone)` icon in the lower-right corner of the |VOIP| 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 :guilabel:`Planned Activities` section, +then click :icon:`fa-check` :guilabel:`Mark Done` on the planned call to remove it from the +:guilabel:`Next Activities` tab in the |VOIP| widget. + +Log out of a support queue +========================== + +Once the agent's shift ends, or if they are taking a break, they can log out of the support call +queue. + +Begin by clicking :icon:`oi-voip` :guilabel:`(VoIP)` in the top-right corner of the Odoo database. +From there, click :icon:`fa-keyboard-o` :guilabel:`(keyboard)`, then dial the *agent disconnection* +number and click :icon:`fa-phone` :guilabel:`phone`. + +.. image:: support_calls/call-queue-logout.png + :alt: The Odoo VoIP widget with an agent's logout code entered. + +Once the support agent calls their *agent disconnection code*, they'll hear a short message letting +them know they are logged out of the queue. From here, the agent will no longer receive support +calls until they log back in. diff --git a/content/applications/productivity/voip/support_calls/call-queue-login.png b/content/applications/productivity/voip/support_calls/call-queue-login.png new file mode 100644 index 0000000000..53aa089caa Binary files /dev/null and b/content/applications/productivity/voip/support_calls/call-queue-login.png differ diff --git a/content/applications/productivity/voip/support_calls/call-queue-logout.png b/content/applications/productivity/voip/support_calls/call-queue-logout.png new file mode 100644 index 0000000000..8d481b0948 Binary files /dev/null and b/content/applications/productivity/voip/support_calls/call-queue-logout.png differ diff --git a/content/applications/productivity/voip/support_calls/create-call-activity.png b/content/applications/productivity/voip/support_calls/create-call-activity.png new file mode 100644 index 0000000000..36da306f42 Binary files /dev/null and b/content/applications/productivity/voip/support_calls/create-call-activity.png differ diff --git a/content/applications/productivity/voip/support_calls/voip-widget-call.png b/content/applications/productivity/voip/support_calls/voip-widget-call.png new file mode 100644 index 0000000000..78900639ee Binary files /dev/null and b/content/applications/productivity/voip/support_calls/voip-widget-call.png differ