[IMP] VoIP: Combine VoIP Actions Docs

Author: justinmallette

content/applications/productivity/voip/transfer_forward.rst

@@ -1,94 +1,16 @@
-===========
-VoIP widget
-===========
+============
+VoIP actions
+============
 
 .. |VOIP| replace:: :abbr:`VoIP (Voice over Internet Protocol)`
 
-The *VoIP* (Voice over Internet Protocol) widget is an add-on made available to Odoo users by
-installing the |VOIP| module. Instead of managing mobile devices for every salesperson, fumbling
-through call transfers for upset customers, or needing a meeting room to handle a conference call,
-utilize the |VoIP| widget to tackle any of these business needs.
+The |VOIP| widget is an add-on made available to Odoo users by installing the |VOIP| module. Instead
+of managing mobile devices for every salesperson, fumbling through call transfers for upset
+customers, or needing a meeting room to handle a conference call, utilize the |VOIP| widget to
+tackle any of these business needs.
 
-Install the VoIP module
-=======================
-
-To use |VOIP|, it must first be :doc:`installed <../../general/apps_modules>`.
-
-Once the module is installed, a :icon:`oi-voip` :guilabel:`(VoIP)` icon will appear at the top of
-the screen. This is where phone calls are made from within Odoo. When this icon is clicked, a |VOIP|
-pop-up widget appears on the screen, and is where emails can be sent, user and employee info can be
-edited, and activities can be managed. While this pop-up widget is open, the user can navigate
-through their Odoo apps.
-
-.. image:: voip_widget/activity-widget.png
-   :alt: VoIP widget in Odoo.
-
-Sign up for a VoIP service provider
-===================================
-
-While |VOIP| setup is minimal in Odoo, all mapping happens in the external |VOIP| service provider.
-Two verified providers are :doc:`OnSIP <onsip>` and :doc:`Axivox <axivox>`. If these providers
-cannot be used, an alternate provider must meet these requirements to connect with Odoo:
-
-- |VOIP| host must provide access to a SIP server via a websocket connection
-- |VOIP| host must support WebRTC protocol
-
-To add the credentials for the alternate provider, go to the **Settings** app and search for `VoIP`.
-In the :guilabel:`Integrations` section under :guilabel:`VoIP`, click :guilabel:`Manage Providers`.
-And then, click :guilabel:`New` and enter the requested information (like the websocket's URL). Note
-that the :guilabel:`OnSIP Domain` field is where the domain created by the alternate provider goes.
-
-If any issues with the |VOIP| service provider are encountered, then reach out to their support
-team. If any issues when setting up the |VOIP| service provider are encountered in Odoo, then follow
-the :ref:`relevant troubleshooting steps <voip/voip_widget/troubleshooting_voip>`.
-
-.. warning::
-   Odoo **cannot** verify that every alternate provider is compatible with Odoo's systems. However,
-   if the above requirements are met, then no issues should be found.
-
-Make a phone call with VoIP
-===========================
-
-One of the primary purposes of |VOIP| is to make phone calls without needing a phone. Here are the
-three ways to make a phone call in the Odoo database:
-
-- Click the :icon:`oi-voip` :guilabel:`(VoIP)` icon, located in the top-right of the navigation bar.
-  Then, enter the phone number to be called by clicking the :icon:`fa-keyboard-o`
-  :guilabel:`(keyboard)` icon, and then entering the phone number to be called.
-
-   - To return to the widget's home page, click the :icon:`fa-keyboard-o` :guilabel:`(keyboard)`
-     icon again.
-
-- Click the :icon:`oi-voip` :guilabel:`(VoIP)` icon, located in the top-right of the navigation bar.
-  Then, click the :icon:`fa-phone` :guilabel:`(phone)` icon to redial the last called contact.
-- Click the :icon:`oi-voip` :guilabel:`(VoIP)` icon, located in the top-right of the navigation bar.
-  Then, search for a specific contact's name or go to the :guilabel:`Contacts` tab. Then, select the
-  contact and click the :icon:`fa-phone` :guilabel:`(phone)` icon.
-
-When receiving calls in Odoo, the |VOIP| widget rings, and displays a notification. To close the
-widget, click the :icon:`oi-close` :guilabel:`(close)` icon in the upper-right of the widget's
-screen.
-
-.. note::
-   The :abbr:`VoIP (Voice over Internet Protocol)` number is the one provided by Axivox. It can be
-   accessed by navigating to `https://manage.axivox.com/ <https://manage.axivox.com/>`_. After
-   logging into the portal, go to :menuselection:`Users --> Outgoing number` (column).
-
-Send an email through the VoIP widget
-=====================================
-
-While phone calls are handled through the |VOIP| widget, emails can also be sent through it. This is
-helpful for sending follow-up emails to the call participants, emailing a question to a coworker, or
-reminding a vendor to send over some components during a check-in call.
-
-To send an email through the |VOIP| widget, click the :icon:`oi-voip` :guilabel:`(VoIP)` icon,
-located in the top navigation bar. When this is clicked, the |VOIP| widget will appear in the
-bottom-right corner of the page. Then, search for a contact to email or find them in the
-:guilabel:`Contacts` tab of the |VOIP| widget. Next, click the :icon:`fa-envelope-o`
-:guilabel:`(envelope)` icon, and then select the email recipients, enter the email's subject line,
-and write the email. When it is ready to be sent, click :guilabel:`Send`. To schedule an email to
-send later, click the :icon:`fa-caret-down` :guilabel:`(dropdown)` icon next to :guilabel:`Send`,
-click :guilabel:`Send Later`, pick the scheduled time, and click :guilabel:`Schedule`.
+.. seealso::
+  `../voip`
 
 Navigate the VoIP widget
 ========================
@@ -109,8 +31,8 @@ This includes incoming and outgoing calls. Any number can be clicked to begin a
 Next activities tab
 -------------------
 
-Under the :guilabel:`Next Activities` tab of the |VOIP| widget, a user can see any activities
-assigned to them, and which ones are due to be completed for the day.
+Under the :guilabel:`Next Activities` tab of the |VOIP| widget, a user can see any calls assigned to
+them, and which ones are due to be completed for the day.
 
 Click an activity from this tab to perform any of these actions to prepare for and complete (found
 under the **Documents** heading):
@@ -131,6 +53,16 @@ When viewing the activity, the user can also manage the activity's details and s
 To call the customer related to a scheduled activity, click the :icon:`fa-phone` :guilabel:`(phone)`
 icon. Click the :icon:`fa-keyboard-o` :guilabel:`(keyboard)` icon to dial another number.
 
+Add a call to the Next Activites tab
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
+
+To add a call to the :guilabel:`Next activities` tab, click the green :icon:`fa-phone`
+:guilabel:`(phone)` icon, while in Kanban view of the **CRM** application.
+
+To remove a call from the :guilabel:`Next activities` tab, hover over the opportunity that has a
+call scheduled, and click the red :icon:`fa-phone` :guilabel:`(phone)` icon that appears with the
+:guilabel:`- (minus)` icon.
+
 Contacts tab
 ------------
 
@@ -144,6 +76,85 @@ A search feature is also available at the top of the widget, represented by a :i
 :guilabel:`(search)` icon. Use this tool to find a specific contact. Scheduled activities will not
 appear as search results.
 
+Make a phone call with VoIP
+===========================
+
+One of the primary purposes of |VOIP| is to make phone calls without needing a phone. Here are the
+three ways to make a phone call in the Odoo database:
+
+- Click the :icon:`oi-voip` :guilabel:`(VoIP)` icon, located in the top-right of the navigation bar.
+  Then, enter the phone number to be called by clicking the :icon:`fa-keyboard-o`
+  :guilabel:`(keyboard)` icon, and then entering the phone number to be called.
+
+   - To return to the widget's home page, click the :icon:`fa-keyboard-o` :guilabel:`(keyboard)`
+     icon again.
+
+- Click the :icon:`oi-voip` :guilabel:`(VoIP)` icon, located in the top-right of the navigation bar.
+  Then, click the :icon:`fa-phone` :guilabel:`(phone)` icon to redial the last called contact.
+- Click the :icon:`oi-voip` :guilabel:`(VoIP)` icon, located in the top-right of the navigation bar.
+  Then, search for a specific contact's name or go to the :guilabel:`Contacts` tab. Then, select the
+  contact and click the :icon:`fa-phone` :guilabel:`(phone)` icon.
+
+When receiving calls in Odoo, the |VOIP| widget rings, and displays a notification. To close the
+widget, click the :icon:`oi-close` :guilabel:`(close)` icon in the upper-right of the widget's
+screen.
+
+.. note::
+   The |VOIP| number is the one provided by Axivox. It can be
+   accessed by navigating to `https://manage.axivox.com/ <https://manage.axivox.com/>`_. After
+   logging into the portal, go to :menuselection:`Users --> Outgoing number` (column).
+
+Transfer a phone call
+---------------------
+
+In |VOIP|, calls can be transferred between users only after answering the call. Otherwise,
+transfers must be done automatically via the provider console/portal.
+
+.. seealso::
+   `<voip/axivox/forwardings_tab>`
+
+To transfer a call within the |VOIP| widget, first, answer the call using the green :icon:`fa-phone`
+:guilabel:`(phone)` icon.
+
+Once the incoming call is answered, click the :icon:`fa-arrows-h` :guilabel:`(left-right-arrows)`
+icon. Then, enter the extension of the user the call should be forwarded to. Finally, click
+:guilabel:`Transfer` to route the call to that phone number.
+
+.. tip::
+   To find the extension for a user, consult the |VOIP| administrator. If the user has
+   :guilabel:`Administration` access rights set to :guilabel:`Settings`, find extensions by going to
+   :menuselection:`Settings App --> Manage Users --> Select the user --> Preferences --> VOIP -->
+   VoIP username / Extension number`.
+
+Forward a phone call
+--------------------
+
+To forward a call within the |VOIP| widget, first, answer the call using the green :icon:`fa-phone`
+:guilabel:`(phone)` icon.
+
+Once the incoming call is answered, click the :icon:`fa-arrows-h` :guilabel:`(left-right-arrows)`
+icon. Then, enter the full phone number of the user the call should be forwarded to. Finally, click
+:guilabel:`Transfer` to route the call to that phone number.
+
+.. seealso::
+   For more information on forwarding, visit :ref:`voip/axivox/forwardings_tab`.
+
+Send an email through the VoIP widget
+=====================================
+
+While phone calls are handled through the |VOIP| widget, emails can also be sent through it. This is
+helpful for sending follow-up emails to the call participants, emailing a question to a coworker, or
+reminding a vendor to send over some components during a check-in call.
+
+To send an email through the |VOIP| widget, click the :icon:`oi-voip` :guilabel:`(VoIP)` icon,
+located in the top navigation bar. When this is clicked, the |VOIP| widget will appear in the
+bottom-right corner of the page. Then, search for a contact to email or find them in the
+:guilabel:`Contacts` tab of the |VOIP| widget. Next, click the :icon:`fa-envelope-o`
+:guilabel:`(envelope)` icon, and then select the email recipients, enter the email's subject line,
+and write the email. When it is ready to be sent, click :guilabel:`Send`. To schedule an email to
+send later, click the :icon:`fa-caret-down` :guilabel:`(dropdown)` icon next to :guilabel:`Send`,
+click :guilabel:`Send Later`, pick the scheduled time, and click :guilabel:`Schedule`.
+
 .. _voip/voip_widget/troubleshooting_voip:
 
 Troubleshooting the VoIP widget
@@ -154,13 +165,13 @@ Each section below goes through common issues with the |VOIP| widget and how to
 Missing parameter
 -----------------
 
-If a *Missing Parameter* error message appears in the Odoo |VOIP| widget, refresh the Odoo window,
+If a *Missing Parameter* error message appears in the |VOIP| widget, refresh the window,
 and try again.
 
 Incorrect number
 ----------------
 
-If an *Incorrect Number* error message appears in the Odoo |VOIP| widget, make sure to use the
+If an *Incorrect Number* error message appears in the |VOIP| widget, make sure to use the
 international format, leading with the :icon:`fa-plus` :guilabel:`(plus)`, followed by the
 international country code (e.g., +16506913277, where `+1` is the international prefix for the
 United States.)
@@ -170,7 +181,7 @@ The websocket connection with the server has been lost
 ------------------------------------------------------
 
 If a *The websocket connection with the server has been lost. Please try to refresh the page.* error
-message appears in the Odoo |VOIP| widget, then refresh the page close other browser tabs.
+message appears in the |VOIP| widget, then refresh the page close other browser tabs.
 
 This error is caused by returning to the database after a period of inactivity, like lunch, or if
 there are too many browser tabs open.
@@ -180,7 +191,7 @@ Failed to start the user agent
 
 If a *Failed to start the user agent. The URL of the websocket may be wrong. Please have an
 administrator verify the websocket server URL in the General Settings.* error message appears in the
-Odoo |VOIP| widget, then update the browser and computer.
+|VOIP| widget, then update the browser and computer.
 
 This error is caused by the browser or computer not being up-to-date (and can also cause issues with
 the microphone).