diff --git a/content/applications/productivity/voip.rst b/content/applications/productivity/voip.rst index 2751602282..b1a072bee0 100644 --- a/content/applications/productivity/voip.rst +++ b/content/applications/productivity/voip.rst @@ -97,6 +97,21 @@ the :ref:`relevant troubleshooting steps 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/sales_calls + :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: @@ -104,3 +119,4 @@ the :ref:`relevant troubleshooting steps voip/axivox voip/voip_widget voip/devices_integrations + voip/sales_calls diff --git a/content/applications/productivity/voip/sales_calls.rst b/content/applications/productivity/voip/sales_calls.rst new file mode 100644 index 0000000000..be02c1788d --- /dev/null +++ b/content/applications/productivity/voip/sales_calls.rst @@ -0,0 +1,92 @@ +====================== + Sales calls with VoIP +====================== + +.. |VOIP| replace:: :abbr:`VoIP (Voice over Internet Protocol)` + +Using |VOIP| increases call efficiency, reduces costs, and allows a salesperson to access the Odoo +database while on a call. Instead of relying on a separate phone for sales calls, a salesperson can +make calls directly 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:`configure VoIP <../voip>` documentation +to get started. + +.. seealso:: + `Odoo Tutorial: Sales calls with VoIP + `_ + +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` in the opportunity'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`. + +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, 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 salesperson can still move about the Odoo database. +Also, there are 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 ` 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:: sales_calls/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 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. + +Send a quotation while on a call +-------------------------------- + +If the customer is 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 will :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 +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. To do +so, 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. diff --git a/content/applications/productivity/voip/sales_calls/voip-widget-call.png b/content/applications/productivity/voip/sales_calls/voip-widget-call.png new file mode 100644 index 0000000000..78900639ee Binary files /dev/null and b/content/applications/productivity/voip/sales_calls/voip-widget-call.png differ