Table of Contents

Outbound VoIP Calling

Thandi Lebeta Updated by Thandi Lebeta

Introduction

BBB has a Contact Centre with agents that deal with two primary tasks: inbound communication (reactive) that relates to product queries and general helpdesk issues, and outbound communication (proactive) that primarily relates to the onboarding of new salespeople (Leads) and allocating of salespeople to Consultants.

Agents conducting both inbound and outbound communication should be able to utilize call functionality in Odoo.

The agents need to be able to communicate with the 'Leads' and Sales Force Members (SFMs) in Odoo.

Some of the reasons for inbound and outbound calls are:

  • SFM complaints
  • Pay-in sheets
  • Consultants movement
  • Customer requests

Responsible Team

  • Contact Centre Agents
  • Contact Centre Lead

Navigate to your Odoo dashboard and click on this application: Sales Force

Sales Force

Once you click the 'Sales Force' application you will land on a screen that looks like this:

Process

Outbound calls:
  1. You will only be able to make Outbound calls if they are logged into the 'Sales Force' application.
    To make a call, click on the 'Mobile' phone number from any menu item screen in 'Sales Force'. For instance, refer to the diagram below. Alternatively, click on the 'Call' icon at the top right of the screen to view the second diagram.
  2. Click on the keypad icon on the 'VoIP' widget as shown above to enter the number of the sales force member you want to call.
  3. Click on the [Green] phone icon to end the call.

Or

  1. Click on the contact's [Phone number], and you will see the 'VoIP' widget screen as shown below:
    If the caller wants to communicate with another person in the business, click on the icon highlighted as shown below:
    On 'Transfer to', enter the 'cell number' or 'name' of the person you want to and click on the [Transfer] button.
    The call will ring on the other person's laptop or phone.
  2. Click on the [Red] phone icon to end the call.
    The information on the calls will be shown on the Sales Force record chatter as shown below:
    If the call was made inside the pay-in sheet screen as shown below, the information will be shown on the pay-in sheet chatter and the sales force record chatter.
  3. To contact 'Recruit', please select the Recruit option from the menu.
    1. Select 'Recruit' from the dropdown menu, and you will be directed to the screen shown below:
      For the Recruits that need to be called, their records are marked with a 'Green' call icon.
      1. Click on the green call icon.
        1. On the screen above, click the [ONBOARD] button and fill in the information as shown on the screen below:
          1. First Name
          2. Last Name
          3. Mobile
          4. ID number or Passport
          5. Click 'Credit Check Consent'
          6. Choose the desired Disposition from the dropdown menu.
    2. Click [NEXT STEP].
    3. Click [Verify].
    4. Click [CONFIRM].
      The Recruit has been successfully onboarded.
  4. To log out of 'VoIP', click the 'x' on the top right of the 'VoIP' widget screen.
    Make sure that you click 'x' before calling another number in Sales Force.
FAQS

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