Agents should be able to make and receive calls through the ERPNext platform. Broadly we can categorize requirements into two types.
- customer support for B2B marketplace
- customer support for B2C marketplace
Compared to B2C, B2B interaction has to be very strong and usually will end up with good relationships. It is good to have a single contact for B2B whereas B2C can work very well with call center using IVR .
Here the focus is implementing customer support for B2B by providing unique identity(Unique phone number) for each sales person.
We can have a telephony module that holds all the common doctypes needed to integrate any PBX system. We can create separate apps for each PBX provider(Ex: twilio) that can be plugged into ERPNext.
Doctypes in Telephony module
Voice Settings - These are user level voice settings. Doctype fields are
Agent unavailable message
Device to receive call (Phone/computer).
And telephony apps need to add user specific settings into this doctype (Ex: Twilio user number).
Doctypes in Telephony apps
- Service provider settings - specific to service provider
- All user specific settings have to be added as custom fields into the Telephony module
Outbound call: You can make a call by clicking the phone icon next to the phone number
Inbound call: Depending on your voice settings you can receive the call on your phone or computer.