VoIP - Phone Integration Enterprise

Overview

SODOO VoIP is an integrated communication solution that lets you make phone calls over the internet. You can call your customers directly from your browser or the mobile app, take incoming calls and follow the whole call history in SODOO.

The Phone Widget

There is an always-available phone widget in the SODOO interface. You can start a call or answer incoming calls quickly from any screen.

Widget Features

• Keypad: An on-screen keypad for dialling numbers
• Quick dial: Recent calls and favourites list
• Mute: Muting the microphone
• Hold: Putting the call on hold
• Transfer: Transferring the call to someone else
• Conference: Bringing a third person into the call

Call Logs

All incoming and outgoing calls are recorded automatically:

Call Log Details

• The caller/called number and contact details
• Call start and end time
• Call duration
• Call type (incoming, outgoing, missed)
• Related record (customer, opportunity, support ticket)
• Audio recording (if enabled)

VoIP Providers

SODOO VoIP works with various SIP/VoIP providers:

Configuration

Configure with the details you get from your VoIP provider:

• SIP server: The provider's SIP server address
• User name: The SIP account user name
• Password: The SIP account password
• Port: The SIP port number (usually 5060)
• WebSocket URL: The WebRTC connection for the browser phone

CRM Integration

The VoIP module works fully integrated with the CRM:

On Incoming Calls

• The caller's number is searched in the customer database automatically
• The matching customer's details are shown in a pop-up
• One-click access to the customer card, open opportunities or orders
• The option to create a new lead for an unknown number

On Outgoing Calls

• Starting a call with one click from the customer card
• Quick dialling from an opportunity or order record
• Building a calling list (for sales campaigns)
• Automatic activity record after the call

Call Queue

Set up a call queue system for customer service or sales teams:

Queue Features

• Queue management: Queuing incoming calls
• Hold music: Music for those waiting in the queue
• Estimated waiting time: Informing callers
• Distribution strategy: Sequential, random or to the least busy agent
• Overflow rules: Routing when the queue is full or the wait is long

Agent States

• ● Available: Ready to take calls
• ● Busy: On a call
• ● Break: Temporarily unavailable
• ● Offline: Logged out

Reports and Analyses

Measure call centre performance:

• Total calls: Incoming, outgoing, missed
• Average call duration: Per agent and team
• Average waiting time: How long customers wait in the queue
• First-call resolution rate: Requests resolved in a single call
• Missed call rate: The percentage of missed calls
• Load analysis: Call traffic by hour and day

Mobile Use

With the SODOO mobile app you can use the VoIP features on your phone too:

• Making calls over Wi-Fi or mobile data
• Answering incoming calls with push notifications
• Access to call history and recordings
• Using your office number on mobile (a single number)