Set up Call Popup

Once Odoo CRM (Customer Relationship Management) is connected to Cloud Voice, an extension user who takes an inbound call from a known CRM contact sees that contact’s record open automatically in a new browser tab. This behavior is on by default, but you can change it per extension: pick the call event that opens the record, or switch to a manual popup that the user opens themselves during the call.

The popup only appears when the caller’s number matches a contact already stored in Odoo. Calls from numbers the CRM does not recognize will not trigger a popup.

Before you begin

Make sure you have already connected Cloud Voice to Odoo CRM.

Configure the popup

1. Sign in to the PBX (Private Branch Exchange, your phone system) web portal and go to Extension and Trunk > Extension.

2. Locate the extension that belongs to the CRM user and click the edit icon to open it.

   

3. Open the Cloud Voice App tab, scroll to the client you want to configure, and select Open Contact URL Using System-Integrated CRM.

4. Under Popup Method, choose how the contact record should open.

   To have Cloud Voice open the record on its own:

   

   1. Select Automatically (Only for Incoming Calls).

   2. In the Trigger Event list, choose the moment the record should appear:

      • Ringing: opens as soon as the inbound call from a CRM contact starts ringing.
      • Answered: opens when the user answers the call.
      • Call End: opens after the user hangs up.

      Tip

      Choose Ringing if the user wants the contact’s details in front of them before they answer, which is useful for screening or greeting the caller by name. Choose Answered to avoid opening tabs for calls that ring out unanswered. Choose Call End when the record is mainly for after-call notes or logging.

   To let the user open the record themselves during the call, select Manually.

5. Click Save.

What the user sees

• With automatic popup enabled, the CRM contact’s record opens in a new browser tab as soon as the trigger event you chose occurs on an inbound call.

  

• With manual popup enabled, the user clicks the CRM label on the call window to open the contact’s record while on the call.

  

Note

The browser may block the popup tab. If it does, the user clicks the blocked-content icon in the address bar, allows pop-ups and redirects for the site, and then clicks Done.