VoIP integration and Marketing using Odoo VoIP

1. VoIP Service and Marketing
Using Odoo for business
Boraq Group
Tarek Kalaji

2. Table of Contents
● What is VoIP
● Why VoIP Should Be Part of Your Business
● Virtual PBX (Cloud Based IP Central)
● Incoming Call Center Service
● IVR Program
● Packet Subscription and Features
● Digital PBX Mobility
● CRM + VoIP = 💖
● Working with Odoo VoIP module
● Software Integration & API Support
Image: https://xkcd.com/806/

3. What is VoIP
Voice over Internet Protocol, also called IP Telephony, is a method and group of
technologies for the delivery of voice communications and multimedia sessions over IP
networks, such as internet.
The terms Internet telephony, broadband telephony, and broadband phone service
specially refer to the provisioning of communications services (Voice, fax, SMS,
voice-messaging) over the public internet, rather than via the public switched
telephone network (PSTN), also known as plain old telephone service (POTS)
- Wikipedia.

4. What is VoIP
● VoIP protocol contains many protocols, some of them we used:
○ Session Initiation Protocol or SIP, a connection management protocol developed by IETF.
○ Real-time Transportation Protocol (RTP) transportation protocol for real-time audio and video data
○ SRTP is Secure RTP, encrypted version of RTP
○ Session Description Protocol SDP, a syntax for session initiation and announcement for multi-media
communications and WebSocket transports
○ Inter-Asterisk eXchange (IAX), protocol used between Asterisk PBX instances
● VoIP Phone, there is many kind of VoIP phone can be used:
○ Physical IP Telephone like GrandStream GXP1620 model
○ Software phone: it could be Desktop Application or Mobile Application such as:
■ Zoiper, MicroSIP, CSIPSimple
○ Web phone: using Odoo VoIP Module (Enterprise Edition)

5. Why VoIP Should Be Part of Your Business
● Consistent presence: You should be able to answer your business phone wherever you are, dusing the COVID-19
pandemic when almost no one is working from the office
● Integration: Transfer all calls to an extension, also people should be able to transfer calls to you, by dealing your
extension, same as if you have a receptionist, that person should be able to ask you if you are available to transfer
call to you
● Security: Business phone calls are more than chitchat, you have to know the call content is safe, then it should be
protected by encryption, also the phone system should also protected, also your phone system should don't find
you critical business needs being routed through a nation that's subject to bureaucratic whims or legislative or
executive actions
● Reliability: Business call should be available, even a few minutes of outage can cost your business thousands of
dollars, same as a long-term outage can risk the business itself, same as your website, you company's phone
system is at least as critical, it's how actually talk to clients
● Quality: Your phone calls should sound like you're in business, you don't need to garbled or broke up
conversation, low-quality voice, this will lower your business credibility, also internet connection should be stable
in your situation

6. Virtual PBX (Cloud Based IP Central)
● In 19th century, we used Analog PBX (Private
Branch eXchange) for enterprise organization, with
high cost, maintenance cost, room required,
backup issue, and additional hardware and
custom software expenses
● In 20th century, we uses IP Physical Central, has its
advantages and disadvantages.
● Nowadays we have Cloud-based Digital Central,
low cost, high ability, wide capacity, advanced
features, mobile application, portal management,
with no investment or maintenance costs.

7. Virtual PBX (Cloud Based IP Central)
● Welcome Robot (IVR)
● Caller ID
● Call Forwarding, Holding and
Transferring
● Call Conference
● Call Recording
● Free calls internally
● Call Reports and Statistics
● Call Queue Management
● CRM Integration

8. Incoming Call Center Service
● Only Receive Call from Client
● Ring Groups: With ring groups, users have one extension number that your customers can call into in order
to ring multiple extensions at the same time. This allows companies to have one number for multiple
departments.
● Queues: This feature is used to create an extension number that your customers can dial in order to ring
multiple extensions at the same time. It also creates a destination to which you can send calls that will ring
those multiple extensions.
● Call conferencing: ability for users to dial into a number and begin a conference call, creating a
destination for users to participate in a conference call.
● Scheduled callbacks: the system automatically recognizes when agents have dispositioned a call back.
The agent will be alerted of the scheduled reminder, thus ensuring personalization on specific cases.
● More control over active calls with call monitoring features: These features can include a managerʼs
ability to whisper to a agent during a call or even take over a call if needed. Thus ensuring every customer
interaction is a successful one.

9. IVR Program
● IVR (Interactive Voice Response): This functionality is extremely popular for all kinds of inbound call centers. With IVR you
can configure where your customers will even up. Upon calling in, customers will hear a greeting that would thank them
for calling and add, "If you know your partyʼs extension number, you may dial it at any time. For sales, press 1. For service,
press 2. For our address and fax number, press 3. For our hours of operation, press 4."
● Multi Language, hotline queue and opening hours

10. Packet Subscription and Features
● Incoming and Outgoing Calls, Incoming Calls only
● Digital Central Subscription for 6 Month, 12 Month + 2 Month gifts, 24 Month + 6 Month gifts
● Number of Extensions, Number of SIP Trunks.
● IVR Robot feature
● Multi language support
● Opening hours
● Call Recording
● Unlimited forwarding
● Queue Management
● Call on hold, waiting music
● Call Channels Capacity

11. Digital PBX Mobility
● Your line is always with you when you can
connect to the internet
● Calls can be automatically forwarded to
GSM
● Voice Message are sent to your email
● Smart Phones & Tablets can be used as a IP
Telephone
● Manage your cloud-based IP PBX and
phones from your computer
● Manage your conference room with a few
clicks

12. CRM + VoIP = 💖
● Adding unlimited customer cards
● Registration of customer call notes
● Voice Recording of the calls
● CRM can send bulk SMS to customer
● Company and Contact Management
● See the customerʼs name on Odoo CRM while ringing
● Check Next Call Activities
● Call Forwarding always available
● International Calls, Multi Language Supports

13. Working with Odoo VoIP module
● We have default basic
VoIP Module (enterprise
only)
● This module only works
on one PBX
● There is also other
modules for VoIP
solutions available on
Odoo App Store

14. Software Integration & API Support
● Web Phone Solution (Odoo VoIP)
● Softphone Solution cross-platform (MicroSIP,
CSIPSimple, Zoiper)
● IP Telephone Hardware (GrandStream, Yealink,
Cisco)
● REST API always available
● Real-Time WebRTC
● Video Call, VoIP Conference
● CDR Reports
● Skype integration
GrandStream - GXP1610
MicroSIP - Open Source
Zoiper - Licensed
Skype Trunk

15. Thank You