diff --git a/content/applications/productivity/phone/phone_widget.rst b/content/applications/productivity/phone/phone_widget.rst index 745003719bb..fc253fd9610 100644 --- a/content/applications/productivity/phone/phone_widget.rst +++ b/content/applications/productivity/phone/phone_widget.rst @@ -4,157 +4,177 @@ Phone widget ============ -The **Phone** widget is an add-on made available to Odoo users by installing the **Phone** app. -Instead of managing mobile devices for every salesperson, fumbling through call transfers for upset -customers, or needing a meeting room to handle a conference call, utilize the **Phone** widget to -tackle any of these business needs. +The **Phone** widget is a companion to the **Phone** app that can be used to :ref:`handle calls +` and :ref:`manage related records +`. The widget stays open when navigating other Odoo apps, +turning voice communication into a seamless part of the Odoo workflow. -Navigate the Phone widget -========================= +.. _phone/phone_widget/configuration: -The **Phone** widget contains four tabs: :guilabel:`Keypad`, :guilabel:`Recent`, -:guilabel:`Contacts`, and :guilabel:`Activities`, which are used for managing calls and day-to-day -activities in Odoo. Use the search bar to find contacts faster. +Configuration +============= -.. image:: phone_widget/phone-widget.png - :alt: The **Phone** widget has four tabs: **Keypad**, **Recent**, **Contacts**, and **Activities**. +To make calls through the **Phone** widget, enable microphone and speaker access in the browser +settings. -Keypad tab ----------- +Click the :icon:`fa-microphone` :guilabel:`(microphone)` icon at the top of the widget and select +:guilabel:`Click to Activate`, then click :guilabel:`Use Microphone` to open the browser settings. +In the settings, select the option to allow access. When microphone and speaker access is allowed, +the icon has a purple :icon:`fa-cog` icon :guilabel:`(Audio settings)`. -Under the :guilabel:`Keypad` tab of the **Phone** widget, the user can type a name or number to make -a call. There is also a numeric keypad for the user to enter the phone number. +If the Odoo database does not have permission to access the microphone and speaker, the +:icon:`fa-microphone` :guilabel:`(microphone)` icon at the top of the widget has a red +:icon:`fa-exclamation-circle` icon :guilabel:`(Microphone access has not been granted yet)` instead. -Recent tab ----------- +.. _phone/phone_widget/navigation: -Under the :guilabel:`Recent` tab of the **Phone** widget, the call history for the user is -available. This includes incoming and outgoing calls. Any number can be clicked to begin a call. +Navigation +========== -Contacts tab ------------- +To open the **Phone** widget, click the :icon:`oi-voip` :guilabel:`(Show Softphone)` icon in the top +corner of the screen. The widget also opens when clicking :icon:`fa-phone` :guilabel:`Call` next to +a contact's phone number to initiate a call. -Under the :guilabel:`Contacts` tab of the **Phone** widget, the user can access a contact in the -**Contacts** app. +Click the :icon:`oi-voip` :guilabel:`(Hide Softphone)` icon again to close the widget. -Any contact that has a saved phone number can be called by clicking into the contact from the -*Phone* widget's :guilabel:`Contacts` tab. +The **Phone** widget contains four tabs: -A search feature is also available at the top of the widget, represented by a :icon:`fa-search` -:guilabel:`(search)` icon. Use this tool to find a specific contact. Scheduled activities will not -appear as search results. +- :icon:`oi-numpad` :guilabel:`Keypad`: Makes :ref:`outbound calls + `. Use the numeric keypad to dial a number, or type a name or + number to search for a contact. Click the :icon:`fa-globe` and/or :guilabel:`(country flag)` icon + to fill in a country code. +- :icon:`fa-history` :guilabel:`Recent`: Lists recent :ref:`inbound calls + ` and :ref:`outbound calls ` on + the account, grouped by date. Click a call from the list to see the contact's phone number and + company name, and click the :icon:`fa-list-ul` :guilabel:`(Open full history)` icon to view the + full call history in the **Phone** app. +- :icon:`fa-address-book-o` :guilabel:`Contacts`: Lists :doc:`contacts <../../essentials/contacts>` + that have a saved phone number. Click the :icon:`fa-phone` :guilabel:`(Call)` icon next to a + contact to call them, or click the contact's name to view their company name and phone number. +- :icon:`fa-clock-o` :guilabel:`Activities`: Lists call :doc:`activities + <../../essentials/activities>` assigned to the user, grouped by due date. -Activities tab --------------- +.. _phone/phone_widget/handle-calls: -Under the :guilabel:`Activities` tab of the **Phone** widget, a user can see any calls assigned to -them, and which ones are due to be completed for the day. +Handle calls +============ -Click an activity from this tab to perform any of these actions to prepare for and complete (found -under the **Documents** heading): +.. _phone/phone_widget/outbound-call: -- :icon:`fa-user` :guilabel:`Contact`: opens the contact information for this contact. -- :icon:`fa-star` :guilabel:`Leads/Create Lead`: opens the lead information for this contact. -- :icon:`oi-arrow-right` :guilabel:`(Open related record)`: opens the attached record in Odoo (like - Sales Orders, Invoices, Projects, Events). +Make an outbound call +--------------------- -When viewing the activity, the user can also manage the activity's details and status: +To make an outbound call, click the :icon:`oi-voip` :guilabel:`(Show Softphone)` icon to open the +**Phone** widget. Select a contact or activity, then click the :icon:`fa-phone` :guilabel:`(Call)` +icon next to that entry to start the call. Use the :ref:`Contacts or Keypad tabs +` to search for a specific contact by name or number. -- :icon:`fa-check` :guilabel:`(Done)`: marks the activity as complete. -- :icon:`fa-pencil` :guilabel:`(Edit)`: edits the activity (like its due date). -- :icon:`fa-close` :guilabel:`(Cancel)`: cancels the activity. +.. tip:: + Calls can also be initiated by hovering over a phone number in a record, then clicking the + :icon:`fa-phone` :guilabel:`(Call)` button. -To call the customer related to a scheduled activity, click the :icon:`fa-phone` :guilabel:`(Call)` -icon. Click the :icon:`fa-comment` :guilabel:`(SMS)` icon to send a text message. +.. _phone/phone_widget/inbound-call: + +Receive an inbound call +----------------------- -Add a call -~~~~~~~~~~ +When receiving an inbound call in Odoo, the **Phone** widget rings and displays a notification. To +hide the widget, click the :icon:`fa-window-minimize` :guilabel:`(Hide)` icon in the top corner of +the widget screen. -From the database home page, click :menuselection:`CRM app`. On the :guilabel:`Pipeline`, make sure -it is open to the Kanban view. Next, near the top of the screen, click the :icon:`oi-voip` -:guilabel:`(Show Softphone)` icon and make sure the **Phone** widget is opened to the -:guilabel:`Activities` tab. After that, hover over the opportunity that should have a call and click -the :icon:`fa-phone` :guilabel:`(phone)` with the small green :icon:`fa-plus` :guilabel:`(plus)` -icon. +.. _phone/phone_widget/active-call-controls: -.. image:: phone_widget/add-call.png - :alt: A sales opportunity with the option to add a call to the Phone widget. +Active call controls +-------------------- -To remove a call from the :guilabel:`Activities` tab, hover over the opportunity that has a call -scheduled, and click the red :icon:`fa-phone` :guilabel:`(phone)` icon that appears with the -:icon:`fa-minus` :guilabel:`(minus)` icon. +During an active call, the contact and the call duration are displayed, as well as the +:guilabel:`Create`, :guilabel:`Go to`, and :guilabel:`Log` :ref:`related record menus +`. -.. image:: phone_widget/remove-call.png - :alt: A sales opportunity with the option to remove a call from the Phone widget. +The call can be managed using the following controls: -Make a VoIP call with the Phone widget -====================================== +- :icon:`oi-transfer` :guilabel:`Transfer`: Transfer the call to another user or phone number. +- :icon:`fa-plus` :guilabel:`Add Call`: Add another call to make it a conference call. +- :icon:`fa-pause` :guilabel:`Hold`: Put the call on hold. Click again to end the hold. +- :icon:`oi-record` :guilabel:`Record`: Start recording the call. Click again to stop recording. +- :icon:`fa-microphone-slash` :guilabel:`Mute`: Mute the microphone. Click again to unmute. +- :icon:`fa-phone fa-rotate-180` :guilabel:`Hang up`: End the call. +- :icon:`oi-numpad` :guilabel:`Keypad`: Open the numeric keypad to dial another number. -One of the primary purposes of the Odoo **Phone** app is to make calls without needing a phone. Here -are the three ways to make a phone call in the Odoo database. First, click the :icon:`oi-voip` -:guilabel:`(Show Softphone)` icon, located in the top-right of the navigation bar. From here: +.. _phone/phone_widget/transfer-call: -- Enter the phone number to be called by clicking the :icon:`fa-keyboard-o` :guilabel:`(keyboard)` - icon, and then entering the phone number. -- Click the :icon:`fa-phone` :guilabel:`(phone)` icon to redial the last called contact. -- Search for a specific contact's name or go to the :guilabel:`Contacts` tab. Then, select the - contact and click the :icon:`fa-phone` :guilabel:`(phone)` icon. +Transfer a call +--------------- -When receiving calls in Odoo, the **Phone** widget rings, and displays a notification. To close the -widget, click the :icon:`oi-close` :guilabel:`(close)` icon in the upper-right of the widget screen. +To transfer an active call, follow the steps below: -.. note:: - The |VOIP| number is the one provided by Axivox. It can be accessed by navigating to - `https://manage.axivox.com/ `_. After logging into the portal, go to - :menuselection:`Users --> Outgoing number` (column). +#. Click :icon:`oi-transfer` :guilabel:`Transfer` and the contact list appears. +#. Search for a contact to transfer the call to, or click the :icon:`oi-numpad` :guilabel:`Keypad` + to dial a number. +#. Click :icon:`oi-transfer` :guilabel:`Transfer` again. +#. Select one of three options: -Transfer a phone call ---------------------- + - :guilabel:`Direct Transfer`: Transfer the call immediately without speaking to the selected + contact. + - :guilabel:`Ask First`: Speak to the selected contact before transferring the call. Click + :icon:`oi-transfer` :guilabel:`Confirm Transfer` to complete the transfer, or click + :icon:`fa-phone fa-rotate-180` :guilabel:`Hang up` to cancel the transfer. + - :guilabel:`Cancel transfer`: Cancel the transfer and return to the contact selection screen. + Click :icon:`oi-arrow-left` :guilabel:`(Back)` to return to the active call. -Manually transferring a call only happens when on a call. To transfer a call within the *Phone* -widget, first, answer the call using the green :icon:`fa-phone` :guilabel:`(phone)` icon. +If the user does not pick up the call or is busy with another call, calls may be automatically +transferred depending on the |VOIP| service provider configuration. -Once the incoming call is answered, click the :icon:`fa-arrows-h` :guilabel:`(left-right arrows)` -icon. Then, enter the extension of the user the call should be forwarded to. Finally, click -:guilabel:`Transfer` to route the call to that phone number. +.. _phone/phone_widget/switch-devices: -.. tip:: - To find the extension for a user, consult the **Phone** administrator. If the user has - :guilabel:`Administration` access rights set to :guilabel:`Settings`, find extensions by going to - :menuselection:`Settings app` and click the :icon:`fa-arrow-right` :guilabel:`Manage Users` - button. Select the user, and go to the :guilabel:`VoIP` tab. That user's extension is their - :guilabel:`VoIP username`. +Move a call to another device +----------------------------- -If the user does not pick up the call or is busy with another call, then calls can be automatically -transferred. This gets configured with the |VOIP| service provider. +Calls can be switched to another device signed into the same account. This is helpful for moving a +call from a desktop to a mobile device for portable use, or moving a call from a mobile device to a +desktop for screen sharing. During a call, the **Phone** widget on other devices displays *Active +call(s) on another device*. -Forward a phone call --------------------- +Click :guilabel:`Switch here` on another device to move the call to that device. -To forward a call within the |VOIP| widget, first, answer the call using the green :icon:`fa-phone` -:guilabel:`(phone)` icon. +.. _phone/phone_widget/crm-calls: -Then, click the :icon:`fa-arrows-h` :guilabel:`(left-right arrows)` icon. Enter the full phone -number of the user the call should be forwarded to. Finally, click :guilabel:`Transfer` to route the -call to that phone number. +Add and remove CRM calls +------------------------ -Send an email through the Phone widget -====================================== +Call activities can be added and removed from the :doc:`CRM Pipeline <../../sales/crm>` without +opening the opportunity record. -Emails can also be sent through the **Phone** widget. This is helpful for sending follow-up emails -to the call participants, emailing a question to a coworker, or reminding a vendor to send over some -components during a check-in call. +To add a **CRM** call activity from the queue, open the **CRM** app and select the :ref:`Kanban view +`. Hover over the desired opportunity, then click the +:icon:`fa-phone` :guilabel:`(phone)` icon with a green plus :icon:`fa-plus` :guilabel:`(Add to Call +Queue)`. The call activity for the opportunity appears in the :guilabel:`Activities` tab. -To send an email through the **Phone** widget, click the :icon:`oi-voip` :guilabel:`(Show -Softphone)` icon, located in the top navigation bar. When this is clicked, the **Phone** widget will -appear in the bottom-left corner of the page. Then, search for a contact to email or find them in -the :guilabel:`Contacts` tab of the **Phone** widget. +To remove a **CRM** call activity from the queue, hover over the opportunity and click the +:icon:`fa-phone` :guilabel:`(phone)` icon with a red minus :icon:`fa-minus` :guilabel:`(Remove from +Call Queue)` icon. The call activity for the opportunity disappears from the :guilabel:`Activities` +tab. -Next, click the :icon:`fa-envelope-o` :guilabel:`(envelope)` icon, and then select the email -recipients, enter the email's subject line, and write the email. When it is ready to be sent, click -:guilabel:`Send`. To schedule an email to send later, click the :icon:`fa-caret-down` -:guilabel:`(dropdown)` icon next to :guilabel:`Send`, click :guilabel:`Send Later`, pick the -scheduled time, and click :guilabel:`Schedule`. +.. note:: + Moving calls to another device is not supported in demo mode. + +.. _phone/phone_widget/manage-related-records: + +Manage related records +====================== + +Select a record in the :guilabel:`Recent`, :guilabel:`Contacts`, or :guilabel:`Activities` tab to +view the following drop-down action menus: + +- :icon:`fa-plus` :guilabel:`Create`: Create a lead, ticket, applicant, or task related to the + contact record. +- :icon:`fa-ellipsis-v` :guilabel:`Go to`: Send an email or SMS, and open records related to the + contact. Depending on the type of contact, this can include call details, contacts, leads, + tickets, tasks, sales, and subscriptions. +- :icon:`fa-history` :guilabel:`Log (Recents tab only)`: Log the call as an activity in a related + record. +- :icon:`fa-clock-o` :guilabel:`Activity (Activities tab only)`: Complete, edit, or cancel the + activity. .. _phone/phone_widget/troubleshooting: @@ -163,20 +183,25 @@ Troubleshooting Each section below goes through common issues with the **Phone** widget and how to resolve them. +.. _phone/phone_widget/missing-parameter: + Missing parameter ----------------- If a *Missing Parameter* error message appears in the **Phone** widget, refresh the window, and try again. +.. _phone/phone_widget/incorrect-number: + Incorrect number ---------------- If an *Incorrect Number* error message appears in the **Phone** widget, make sure to use the international format, leading with the :icon:`fa-plus` :guilabel:`(plus)`, followed by the -international country code (e.g., +16506913277, where `+1` is the international prefix for the +international country code (e.g., +15555555555, where `+1` is the international prefix for the United States.) +.. _phone/phone_widget/websocket-connection-lost: The websocket connection with the server has been lost ------------------------------------------------------ @@ -187,6 +212,8 @@ message appears in the **Phone** widget, then refresh the page close other brows This error is caused by returning to the database after a period of inactivity, like lunch, or if there are too many browser tabs open. +.. _phone/phone_widget/failed-to-start-user-agent: + Failed to start the user agent ------------------------------ @@ -197,12 +224,16 @@ administrator verify the websocket server URL in the General Settings.* error me This error is caused by the browser or computer not being up-to-date (and can also cause issues with the microphone). +.. _phone/phone_widget/grayed-out-phone-widget: + Grayed-out Phone widget ----------------------- If the **Phone** widget is completely grayed out and cannot be interacted with, then update the browser and computer, and delete the Google Chrome extension causing the problem. +.. _phone/phone_widget/cannot-connect-to-voip: + Cannot connect to the VoIP phone number --------------------------------------- diff --git a/content/applications/productivity/phone/phone_widget/add-call.png b/content/applications/productivity/phone/phone_widget/add-call.png deleted file mode 100644 index 0ffd7efedb3..00000000000 Binary files a/content/applications/productivity/phone/phone_widget/add-call.png and /dev/null differ diff --git a/content/applications/productivity/phone/phone_widget/phone-widget.png b/content/applications/productivity/phone/phone_widget/phone-widget.png deleted file mode 100644 index 4e3bcb01bcc..00000000000 Binary files a/content/applications/productivity/phone/phone_widget/phone-widget.png and /dev/null differ diff --git a/content/applications/productivity/phone/phone_widget/remove-call.png b/content/applications/productivity/phone/phone_widget/remove-call.png deleted file mode 100644 index 77ecd4f8685..00000000000 Binary files a/content/applications/productivity/phone/phone_widget/remove-call.png and /dev/null differ