[ADD] VoIP: Support Agent Workflow

Author: justinmallette

content/applications/productivity/voip.rst

@@ -101,7 +101,7 @@ VoIP workflows
 ==============
 
  Here are a few commonly used workflows for Odoo |VOIP|. This technology is especially popular with
- sales teams, but can be useful for other teams as well.
+ sales teams and support teams, but can be useful for other teams as well.
 
 .. cards::
    .. card:: Sales teams and VoIP
@@ -110,7 +110,12 @@ VoIP workflows
 
       Learn how to use VoIP for a sales team. This includes making sales calls, handling
       follow-ups, and sending a sales quotation while on a call.
+   .. card:: Support queues and VoIP
+      :target: voip/sales_calls
+      :large:
 
+      Learn how to use VoIP for a support team. This includes joining a call queue as an agent and
+      handling support tickets that require calls.
 
 .. toctree::
    :titlesonly:
@@ -120,3 +125,4 @@ VoIP workflows
    voip/voip_widget
    voip/devices_integrations
    voip/sales_calls
+   voip/support_calls

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
+   <https://www.odoo.com/slides/slide/working-as-a-support-agent-odoo-voip-4617>`_
+
+Log into a support queue
+========================
+
+If :doc:`call queues <axivox/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 <axivox/call_queues>`. 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 <axivox/call_queues>`.
+
+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 <voip_widget>` 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.