Search 1.9 billion lines of Odoo code on GitHub
connector_voicent_helpdesk_ticket
<a class="reference external image-reference" href="http://www.gnu.org/licenses/lgpl-3.0-standalone.html"><img alt="License: LGPL-3" src="https://img.shields.io/badge/licence-LGPL--3-blue.svg">
</a>
<a name="voicent-helpdesk-ticket-connector"></a>
<h2>Voicent Helpdesk Ticket Connector</h2>
<p>Odoo Helpdesk App does not provide an automated way to trigger phone calls when a ticket reaches a specific stage in the process.</p>
<p>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.</p>
<p>This module aims to automate calls to customer or impacted third parties when a ticket reaches a specific stage.</p>
<a name="configuration"></a>
<h3>Configuration</h3>
<ul class="simple">
<li>Go to Connectors > Backends > Voicent Backends</li>
<li>Create a Voicent Backend with the host, port, caller ID, number of lines</li>
<li>Create Time lines to determine at which time of the day the calls are made</li>
<li>Create Call lines to determine at which stage in the process the calls are made</li>
</ul>
<table class="docutils">
<colgroup>
<col width="26%" />
<col width="11%" />
<col width="34%" />
<col width="30%" />
</colgroup>
<tbody valign="top">
<tr><td> </td>
<td> </td>
<td colspan="2">Ticket has a parent</td>
</tr>
<tr><td> </td>
<td> </td>
<td>Yes</td>
<td>No</td>
</tr>
<tr><td rowspan="2"><p class="first">Must Have</p>
<p class="last">a Parent</p>
</td>
<td>Yes</td>
<td>Call</td>
<td>No Call</td>
</tr>
<tr><td>No</td>
<td colspan="2">Call</td>
</tr>
</tbody>
</table>
<ul class="simple">
<li>Create Contact Info to create the structure of the CSV file to send to Voicent</li>
<li>Create Replies to determine what to do based on the replies (See example below)</li>
<li>Go to Contacts</li>
<li>Review customers to set the "Accepts Voicent Calls" checkbox or not</li>
</ul>
<a name="example"></a>
<h4>Example</h4>
<p>Here is a server action to retry a call up to 3 times:</p>
<pre>
<code lang="python">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})</code>
</pre>
<a name="usage"></a>
<h3>Usage</h3>
<p>To use this module, you need to:</p>
<ul class="simple">
<li>Go to Helpdesk</li>
<li>Create a ticket and assign it to a customer who accepts phone calls</li>
<li>Move the ticket to the stage specified in the call lines of the backend</li>
<li>Check the chatter for the call status</li>
</ul>
<a name="roadmap"></a>
<h3>ROADMAP</h3>
<ul class="simple">
<li>This module does not support all the message types provided by Voicent yet:</li>
</ul>
<table class="docutils">
<colgroup>
<col width="58%" />
<col width="43%" />
</colgroup>
<thead valign="bottom">
<tr><th class="head">Voicent Message Type</th>
<th class="head">Supported</th>
</tr>
</thead>
<tbody valign="top">
<tr><td>Audio</td>
<td>No</td>
</tr>
<tr><td>IVR</td>
<td>No</td>
</tr>
<tr><td>Survey</td>
<td>No</td>
</tr>
<tr><td>Template</td>
<td>Yes</td>
</tr>
<tr><td>Text-To-Speech</td>
<td>Yes</td>
</tr>
</tbody>
</table>
<a name="contributors"></a>
<h4>Contributors</h4>
<ul class="simple">
<li>Maxime Chambreuil <<a class="reference external" href="mailto:mchambreuil@opensourceintegrators.com">mchambreuil@opensourceintegrators.com</a>></li>
<li>Murtuza Saleh <<a class="reference external" href="mailto:murtuza.saleh@serpentcs.com">murtuza.saleh@serpentcs.com</a>></li>
</ul>