ERPNext.com Frappe Cloud Support Partners Foundation Frappe School

[Proposal] Telephony module

Agents should be able to make and receive calls through the ERPNext platform. Broadly we can categorize requirements into two types.

  1. customer support for B2B marketplace
  2. 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.

Implementation
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

  1. call logs - https://github.com/frappe/erpnext/blob/develop/erpnext/telephony/doctype/call_log/call_log.json

  2. Voice Settings - These are user level voice settings. Doctype fields are

  • Greeting message

  • 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

  1. Service provider settings - specific to service provider
  2. All user specific settings have to be added as custom fields into the Telephony module Voice Settings doctype.

Discovery

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.

7 Likes

Exactly, there should be a module to log calls, emails and texts sent to customers

Should we call it “Voice Call Settings” rather than “Voice Settings” ?

1 Like

Any of the the names will do. What is most important now is that how can we log support calls or emails on erpnext. At least if you can give us a workaround pending the time that you will build it as a custom module

We are also looking for a similar app. We ended up using 3cx. Is anyone interested to fund?

Hello, do you found something?