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License: LGPL-3

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