connector_voicent_helpdesk_ticket

Voicent Helpdesk Ticket Connector

Odoo Helpdesk App does not provide an automated way to trigger phone calls when a ticket reaches a specific stage in the process.

For companies with a large number of tickets or when a ticket impacts many people, calling everyone one by one is a time-consuming option.

This module aims to automate calls to customer or impacted third parties when a ticket reaches a specific stage.

Configuration

• Go to Connectors > Backends > Voicent Backends
• Create a Voicent Backend with the host, port, caller ID, number of lines
• Create Time lines to determine at which time of the day the calls are made
• Create Call lines to determine at which stage in the process the calls are made

		Ticket has a parent
		Yes	No
Must Have a Parent	Yes	Call	No Call
	No	Call

• Create Contact Info to create the structure of the CSV file to send to Voicent
• Create Replies to determine what to do based on the replies (See example below)
• Go to Contacts
• Review customers to set the "Accepts Voicent Calls" checkbox or not

Example

Here is a server action to retry a call up to 3 times:

count = record.call_count + 1
if count < 3:
  line = env['backend.voicent.call.line'].browse(env.context.get('call_line_id'))
  if not (line.has_parent is True and record.parent_id is False):
    eta = line.backend_id.next_call + datetime.timedelta(days=1)
    record.with_delay(eta=eta, identity_key=record.generate_identity()).voicent_start_campaign(line)
else:
  count = 0
record.write({'call_count': count})

Usage

To use this module, you need to:

• Go to Helpdesk
• Create a ticket and assign it to a customer who accepts phone calls
• Move the ticket to the stage specified in the call lines of the backend
• Check the chatter for the call status

ROADMAP

• This module does not support all the message types provided by Voicent yet:

Voicent Message Type	Supported
Audio	No
IVR	No
Survey	No
Template	Yes
Text-To-Speech	Yes

Contributors

• Maxime Chambreuil <[email protected]>
• Murtuza Saleh <[email protected]>