Author: |
Open Source Integrators |
License: |
LGPL-3 |
Branch: |
pvm-14.0-fix-helpdesk-view |
Repository: |
ursais/osi-addons |
Dependencies: |
connector_voicent,
and
helpdesk_ticket_parent |
Languages: |
Python (244, 74.6%),
XML (28, 8.6%),
and
reStructuredText (55, 16.8%) |
Other branches: |
12.0,
12.0-ADD-fieldservice_mobile,
12.0-ADD-fieldservice_tracking,
12.0-ADD-osi_accounting_enhancements,
12.0-ADD-osi_payment_batch_process,
12.0-ADD_website_helpdesk_search,
12.0-AMP-development,
12.0-add-mrp_designator,
12.0-add-multi_company_segments,
12.0-add-subscription-variable,
12.0-amp-prorating,
12.0-amp-prorating-daniel,
12.0-fix-fsm_helpdesk_stock_update_fsm,
12.0-fix-helpdesk_timesheet_fieldservice_DNM,
12.0-fix-osi_account_bank_statement,
12.0-imp-connector_voip_helpdesk_no_repeat,
12.0-imp-default_warehouse,
12.0-imp-fieldservice_mobile,
12.0-move_line_record_exits_PVM_4714,
12.0-osi_board_company_110168,
12.0_ADD_osi_so_backorder,
12.0_ADD_purchase_backorder,
12.0_CT_payment_order_bank_reconciliation,
12.0_IMP_fieldservice_mobile,
12.0_fix_expense_extended,
14-dr-precomit,
14.0,
14.0-add-bom_cost_rollup,
14.0-add_osi_prod_cost_rollup_to_bom,
14.0-add_osi_purchase_product_configurator,
14.0-bank_recon,
14.0-fix-osi_ana_segments,
14.0-go_live,
14.0-google_oauth,
14.0-imp-pvm_0629,
14.0-mig-connector_voicent_helpdesk_ticket,
14.0-pvm/0519,
15.0_MIG_website_helpdesk_form_severity,
30588_payment_check_history_status_2,
30588_payment_check_history_status_3,
BOTW/14.0.1.8.0-RC1,
BOTW/14.0.3.0.0-RC1,
BOTW/14.0.4.0.0-RC1,
BOTW/14.0.5.0.0,
REED_fsm_mobile,
add_osi_blanket_order_mps,
art/12.13-RC1,
backport_advance_check_void,
bodedra-patch-1,
bodedra_panda_demo,
cs_svl_fixes,
dc/12.8-RC4,
def/14.0,
osi-pm/12.0-RC1,
osi-pm/12.0-RC3,
osi/12.0-demo,
pvm-14-hepdesk_ticket-fix,
pvm/12.19-RC1,
pvm/12.20-RC1,
pvm/12.22-RC1,
pvm/12.22-RC2,
pvm/12.22-RC3,
pvm/12.22-RC5,
pvm/12.22-RC6,
pvm/12.22-RC7,
pvm/12.23-RC1,
pvm/12.23-RC2,
pvm/12.24-RC1,
pvm/12.25-RC1,
pvm/12.25-RC2,
pvm/12.25-RC3,
pvm/12.25-RC4,
pvm/12.25-RC5,
pvm/12.26-RC1,
pvm/12.26-RC2,
pvm/12.27-RC1,
pvm/12.28-RC1,
pvm/12.28-RC2,
pvm/12.29-RC1,
pvm/12.29-RC2,
pvm/12.29-RC3,
pvm/12.30-RC1,
pvm/12.30-RC2,
pvm/12.32-RC2,
pvm/12.33-RC1,
pvm/14.0-RC1,
pvm/14.0.1.0.0-RC2,
pvm/14.0.1.0.0-RC2-max,
pvm/14.0.1.0.1-RC1,
pvm/14.0.1.15.0-RC2,
pvm/14.0.1.16.0,
pvm/14.0.1.17.0,
pvm14/06_14,
pvm14_06/14,
rh_expose_fsm_quantity,
rh_update_access_rights_mobile,
rma_return_label,
and
shr/12.21-RC7 |
Other repositories: |
Banetese/osi-addons,
Chanakya-SerpentCS/osi-addons,
HarshalBhoir/osi-addons,
KonosCL/osi-addons,
SerpentConsultingServices/osi-addons,
antherkiv/osi-addons,
augustodinizl/osi-addons,
brian10048/osi-addons,
bunhin/osi-addons,
consultingerp/osi-addons,
dreispt/osi-addons,
hpatelserpentcs/osi-addons,
kvedder-amplex/osi-addons,
loftwah/osi-addons,
marcelsavegnago/osi-addons,
marionumza/osi-addons,
mulaudzicalvin/osi-addons,
murtuzasaleh/osi-addons,
nikul-serpentcs/osi-addons,
nucleoosystem/osi-addons,
patrickrwilson/osi-addons,
trevi-software/osi-addons,
and
vidtsin/osi-addons |
<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>