[ADD] VoIP: Sales Calls Workflow

Co-authored-by: larm-odoo <[email protected]>

Author: justinmallette

content/applications/productivity/voip.rst

@@ -97,6 +97,20 @@ the :ref:`relevant troubleshooting steps <voip/voip_widget/troubleshooting_voip>
       Learn how to set up OnSIP in Odoo. This includes entering OnSIP credentials into Odoo and
       handling troubleshooting.
 
+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.
+
+.. cards::
+   .. card:: Sales teams and VoIP
+      :target: voip/use_case_sales
+      :large:
+
+      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.
+
 .. toctree::
    :titlesonly:
 
@@ -105,3 +119,4 @@ the :ref:`relevant troubleshooting steps <voip/voip_widget/troubleshooting_voip>
    voip/voip_widget
    voip/devices_integrations
    voip/transfer_forward
+   voip/use_case_sales

content/applications/productivity/voip/use_case_sales.rst

@@ -0,0 +1,93 @@
+=====================
+Sales Calls with VoIP
+=====================
+
+.. |VOIP| replace:: :abbr:`VoIP (Voice over Internet Protocol)`
+
+A company's sales team benefits from |VOIP| by way of increased call efficiency, reduced costs, as
+well as enabling a salesperson to navigate the Odoo database while on a call through |VOIP|. Instead
+of needing a separate phone to handle sales calls, the salesperson makes their calls right from the
+Odoo database.
+
+This article goes over setting up Odoo |VOIP| for a sales team that already has |VOIP| configured.
+If |VOIP| is **not** configured, refer to the  :doc:`set up VoIP <../voip>` documentation to set up
+|VOIP|.
+
+.. example::
+   Check out the `Odoo Academy for a video tutorial
+   <https://www.odoo.com/slides/slide/sales-calls-with-voip-4562>`_ covering this workflow.
+
+Make a sales call
+=================
+
+This workflow begins in the **CRM** app. As a salesperson, click into a sales opportunity. If it
+does not already have a call activity scheduled, click :guilabel:`Activities`, then set the
+:guilabel:`Activity Type` to :guilabel:`Call`, and then fill out the rest of the activity form, and
+finally click :guilabel:`Schedule`.
+
+From here, there are three ways to begin a phone call with the customer:
+
+- Hover over the :guilabel:`Phone` field in the opportunity form, then click :icon:`fa-phone`
+  :guilabel:`Call`.
+- In the opportunity's chatter, click the customer's phone number.
+- In the upper-right corner of the screen, click the :icon:`oi-voip` :guilabel:`(VoIP)` icon to open
+  the |VOIP| widget, then click on the call from the :guilabel:`Next Activities` tab, 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 salesperson can still move about the Odoo database.
+There's also shortcut icons in the |VOIP| widget that the salesperson 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 salesperson can access <voip_widget>` during a call.
+
+The salesperson 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 salesperson can mute themselves during a call.
+- :icon:`fa-pause` :guilabel:`(pause)`: Place the caller on hold.
+
+.. image:: use_case_sales/voip-widget-call.png
+   :alt: The VoIP widget opened to a call, showing the shortcut icons a salesperson has access to.
+
+Handle call follow-ups
+----------------------
+
+The |VOIP| widget can handle some common follow-up tasks, but salespeople 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 new product offerings to 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 on the :icon:`fa-clock`:guilabel:`(clock)` ,
+  setting the :guilabel:`Activity Type` field to :guilabel:`Call`, and then filling out the rest of
+  the form.
+
+Send a quotation while on a call
+--------------------------------
+
+If the customer's ready to see a sales quotation while on the call, the salesperson can send that
+quotation without leaving the call.
+
+To send a quotation while on a call, the salesperson should be in the sales opportunity they
+initiated the call from. From here, they'll :doc:`send the quotation as they normally would
+<../../sales/sales/sales_quotations/create_quotations>`.
+
+An added benefit of being on the call with the customer while the salesperson is sending the the
+quotation is that any specific questions are answered in real-time.
+
+End the sales call
+------------------
+
+When it is time to end the call, the salesperson 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
+opportunity's chatter.
+
+If they have not done so already, the salesperson then marks the phone call activity as done.
+Navigate to the opportunity'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.