Xivo

Introduction

XiVO is an open source IP telephony solution. It is a comprehensive unified communications platform based on IP telephony technology and an open source model. It offers a wide range of features that enable organizations to effectively manage their internal and external communications.

Key features :

Telephone switchboard (IPBX): advanced management of incoming and outgoing calls, i.e., transfers, forwarding, call waiting, monitoring, and line control.

Call center: tools dedicated to customer relations, such as automatic call distribution (ACD), queue management, real-time monitoring, and detailed statistics.

Softphone and WebRTC: ability to make calls directly from a computer or web browser, without the need for a physical telephone.

Conference calls: organization and management of group calls involving several participants in a simple and seamless manner.

Call recording: function for archiving and replaying conversations, useful for tracking exchanges, improving quality, or regulatory compliance.

Security and high availability: protection of communications through encryption and implementation of redundancy mechanisms to ensure service continuity and avoid any interruptions.

Features in AOS

The standard Axelor Open Suite (AOS) module offers a set of features dedicated to managing and tracking telephone communications:

Call traceability: comprehensive tracking of incoming and outgoing calls to ensure an accurate history of interactions.

Importing histories: ability to manage bulk imports (batch) or via specific buttons to easily integrate call histories.

Creating related events: automatic generation of Call events, directly associated with the partners or contacts.

Click to call: feature allowing you to initiate a call directly from the application interface with a single click.

Automatic opening of files during calls: depending on the context of the call, the system automatically opens the corresponding file:

• Customer file

• Lead file (prospect)

• Contact file

• Search View if a third party is not identified in the database

Module configuration

Access: Application config → Apps management → Xivo, configure → click on the “Configure” button

On the Xivo configuration page, you will find:

1. Xivo URL.

2. ID.

3. Password.

4. Token: the token allows you to make API calls.

5. Retrieve token: retrieve the token using this button.

6. Check validity: allows you to check if the connection is working (validity only needs to be checked once during initialization).

7. Access paths: access paths allow you to offer default completion. For example, when receiving a call, these paths serve as triggers that are configured on XIVO to enable calls to be made on Axelor by opening a pop-up window. For example: you receive a call from someone listed as a contact, so you will be able to display the contact view / a person listed as a lead will be opened in the lead view, etc.

Path to the search view:

8. Fill paths: this button allows you to fill in the paths.

ERP user settings

Access: Application config → Referential → Contacts or Sales/Purchases → Contacts

Xivo Contact tab: in the contact record linked to the ERP user (company managed in the ERP repository), you must configure:

• The Xivo number;

• The Xivo ID (allows API calls to be made).

For example:

Sandra Mitchell is a customer/supplier at Axelor. From the Partner file, the following information will be used as a key:

• Mobile phone number;

• Landline phone number.

Loading call history

When the external partner is managed by ERP, you will be able to load the call history in the new “Call History” tab.

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Users can independently reload a call history from a lead, an (external) contact, and partners.

1. Call history: click on the “Call history” tab.

2. Import call history: click on the “Import call history” button.

The only mandatory input data is:

• The number of days from today's date for which the history should be loaded.

• Note: it is possible to refine this process by applying a filter based on a selection of partners.

3. Batch: it is also possible to load the call history in batches (access: Application config → Batches → Xivo batches). Use the scheduler to set the frequency with which you perform XIVO batches. The batch allows you to start loading a new object corresponding to a XiVO call history line. Each line contains all the information needed to track communications.

4. Xivo Contact tab: in this tab, following the actions that have been performed, you will find the “Call History” table containing the call history. Click on a line to open a call history record. On each record you will find:

• Information about the caller: number/name/link to the partner file.

• Information about the recipient: number/name/link to the partner file.

• Call details containing the following information: status (Missed/Answered/Made/Cancelled) ; start date and time; call duration; associated event created automatically.

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Each call history results in the creation of an event.

Creating a Xivo event

When a call history line is loaded, the system automatically generates an event in the calendar of the relevant ERP user. The aim is to track the information about the call on everyone's calendars.

This event brings together all the useful information:

• Nature of the call (incoming or outgoing);

• Duration of the call;

• People involved in the exchange.

The management rule applied to calls:

1. Assigned to: by default, this is always the Axelor user associated with the call. In the case of an internal call, the assigned user is the caller.

2. **Partner:**the partner is systematically linked to the call.

3. Trail: the trail is directly linked to the call.

4. Contact:

• For an external call: the contact corresponds to the associated external partner.

• For an internal call: the contact corresponds to the internal partner who received the call.

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When you launch a batch, associated events will be created as a result.

Finding an event: you can find events by using the filter in the event list (filter using the type “call” or the subject “xivo”. Access: CRM → Events → All events).

Click to call

When you are on the partner's file, you will see a widget linked to the phone. In the Information tab, simply click on the phone number. An application connected to XIVO will then open (which must be set as the default application).

1. Prerequisites for use:

• Use the “Phone” widget in the AOP.

• Configure Windows to set the default application for call management (provided by XIVO).

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Please note: these settings are reset with each Windows update.

2. Next step:

• Click directly on the number to be called.

Autonomous opening of a file on a call event

XIVO settings

The prerequisites for use :

1. Technical configuration by Xivo: set up the agent to generate a call to open a URL. Here is an example of an URL: http://{instance_aos}/ws/public/xivo/search?callerNumber={parametre_xivo_num_tel}

• The URL is used to transmit the phone number.

• For example: partner’s file view will open when the call is received.

2. Specific configuration (dialplan):

• Define the recipients of the pop-up.

• By default, the pop-up opens for all Xivo users.

3. Configuring client preferences: configure the action to automatically open the corresponding file when a call is received.

4. Operating conditions:

• Receipt of the call.

• Answering the call.

• Hanging up the call.

• Dialling a number.

• Verifying that the number is correctly entered in the partner, lead, or contact files.

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The file will open automatically according to the settings defined in Xivo.

Using XIVO with duplicates

Here is the procedure for using XIVO when there are duplicates in the system.

For example: two contacts with the same name are associated with the same phone number. The search view will then open to display all results with duplicate contacts. It is up to the user to choose the correct contact.

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Using the search view: if no partner record/lead/contact is found in connection with the call, the search view is activated to make it easier to find the partner, if they exist with another number. For example: you are looking for the contact Kevin M. The system will filter all contacts containing this first and last name and offer the search view with additional fields.