Install odoo-asterisk connector in odoo
backport modules as necessary from odoo 10 to odoo 9
configure asterisk for inter-operability with odoo
Install and configure webrtc via odoo and asterisk
install available odoo webrtc module
configure webrtc module to route through asterisk
configure asterisk to accept and route webrtc
Configure auto-dialing groups in odoo using contact, leads, or any other editable/custom group.
Add calling, sms, multimedia and voice broadcasts to odoo follow up options
Optimize server configuration for reliable high audio and video quality
configure settings for sip, users, codecs, etc for best quality
configure PSTN connection(s) for best quality
Enable chat via soft-phone
Configure asterisk/odoo to connect to a translation service, internal or external, and route voice traffic through the translator
Will need some way to identify/specify the language of each endpoint
Create extensions and supporting objects (times, applications, etc) for the below functionality.
The basic hierarchical structure of the IVR is outlined below.
Where message content is shown, attach the text to any available note or metadata description for the extension and/or recording object
Agent/rep has default language
Customer starts with default language, can choose from a set of available languages.
Active Monday - Saturday
6:00 p.m. - 6:15 p.m.
"Thank you for calling CESS. You have just missed our opening hours. If you know your party's extension, please dial it now and we'll attempt to connect you."
6:16 p.m. - 7:00 p.m.
"Thank you for calling CESS. If there is an emergency, you may dial your party's extension now. Otherwise, please contact us during our regular office hours, 8:30 a.m. to 6 p.m. We look forward to serving you."
8:00 a.m.- 8:30 a.m.
"Good morning. Thank you for calling CESS. We are currently engaged in activities to further enhance our service delivery. If you would like to leave a message, please dial your party's extension now. We will be open for business shortly. Thank you for your patience."
New years day
Warnings and Alerts
Message will be played after welcome message on the applicable days, and disabled on others
Changes to our System/Policies
High Call Volume
System lookup on number, name, company, or any other available metadata
If positive confident match in recent phone/online engagements (last 30 days), go to Continuation
More than 30 days, go to Query Selection
No Records, go to Lead Capture
In the event that a customer calls and there is still a task open:
"Are you calling regarding your_____________?"
If the customer says no we move to next possible thing based on history. After the correct item is presented, customer is either sent to self service or agent.
A max of three options should be presented, if none are accepted, send customer to agent, with data confirmed so far.
If number is not in our record, in our records with a contact person or if number is private.
"With whom am I speaking?" Capture first, last name and title.... (sometimes only last name and title are provided)
"Thank you ____________"
"Using your keypad, please enter your direct number including area code, in the event that your call is disconnected."
Capture number if non was displayed or both if an alternative is given to the one displayed, the one given would be primary the other would be secondary... If number is displayed (or when new number is entered), use directory to match it to company (if possible)
send to query selection and observe the selection made in order the link them to a subsidiary or campaign if they are calling the main number, they have called sub add them to introduction camp.
Multiple options for music on hold when caller is being placed in hold by agent.
If they are calling from Main number:
"Welcome to the CESS Group of Companies, your partners for success.…"
"Please say the name of the subsidiary you are trying to reach... or say what type of product for looking for."
(wait 2 seconds)
"if not you are not sure, please listen for assistance. …"
wait 2 seconds, while listening for company names, or categories of products (eg, paper, computer, LED, printer etc, to be pulled from categories on websites)
Confirm the name of company(s) that sells that item or confirm company name heard (listen for answer based on selection(s) or listen for no/wrong/back to go back to the previous menu)
After two attempts, List out all the companies in the group based on inbound call volume week to date.
if unclear after three attempts collect to agent based data collected so far... (do not anger costumer)
If they are calling the sub number:
Welcome to __________ , slogan. Please select
1 for Sales
2 for Support
3 for Current Sales and Promos
4 for Administration
Or 5 for information or other departments
(wait 5 seconds)
"Im sorry, could you please repeat that?"
wait 3 seconds and repeat menu (listening the entire time for an actionable response)
Read current promos before connecting to menu/agent, then at very low volume over hold music and between infomercials on hold
This message is played directly after welcome and identification.
Or set for outbound call broadcast if it is more than 7 days past due.
(once daily for payments, once a week for others)
or set for outbound agent call (10 for payments, 15 for others)
also reflecting as alert on website/portal (all information pulled from system/crm)