VoIP for Customer Relationships in Odoo 18
By Braincuber Team
Published on December 26, 2025
Sales teams juggling multiple communication tools—desktop phone for calls, mobile for messages, CRM for customer data, email for follow-ups—waste time switching contexts and lose critical conversation details because nothing is connected. A sales rep receives a customer call but can't see their purchase history, previous support tickets, or current opportunities without navigating away from the phone system. By the time they pull up the CRM, they've kept the customer waiting, missed context, and damaged the relationship.
Odoo 18's integrated VoIP solution eliminates this fragmentation by embedding voice and video calling directly into the platform where your customer data lives. Click a phone number in a CRM contact, and you're instantly connected—with full customer history visible on screen, automatic call logging, and conversation notes saving directly to the opportunity. Your communication system finally works with your business processes instead of against them.
VoIP Benefits for Customer Relationships:
- Click-to-call from CRM with instant customer context
- Automatic call logging and conversation history
- Video calls for face-to-face relationship building
- Call recording for training and compliance
- Smart call routing to right team member
- Mobile accessibility for remote support
What is VoIP in Odoo 18?
Voice over Internet Protocol (VoIP) enables voice and video communication over the internet instead of traditional phone lines. Odoo 18's VoIP module integrates calling functionality directly into the platform, eliminating the need for separate phone systems or third-party communication tools.
Traditional Phone vs. Odoo VoIP
| Feature | Traditional Phone | Odoo 18 VoIP |
|---|---|---|
| Infrastructure | Physical phone lines, PBX hardware | Cloud-based, internet connection |
| CRM Integration | Manual data entry after calls | Automatic call logging, instant context |
| Cost | High setup + per-line fees + long-distance charges | Low subscription, free internal calls, cheap international |
| Mobility | Desk-bound, limited forwarding | Work from anywhere (mobile, browser, desktop) |
| Video Calls | Not available | Built-in HD video conferencing |
| Scalability | Complex, requires hardware upgrades | Instant: add users with a click |
Key Benefits for Customer Relationships
Enhanced Productivity
Click-to-call eliminates manual dialing. Automatic call logging saves 5+ minutes per call previously spent on CRM data entry.
Improved Collaboration
Video calls enable face-to-face meetings with remote customers. Call transfer routes customers to specialists without re-explaining issues.
Better Customer Support
Instant access to customer history during calls. Support agents resolve issues faster with full context visible on screen.
Cost Savings
No expensive PBX hardware. Internal calls are free. International calls cost fraction of traditional rates.
Greater Mobility
Make/receive calls from mobile app, browser, or desktop. Remote sales teams stay connected while traveling.
Compliance & Training
Call recordings stored in platform for quality assurance. Training managers review calls to improve team performance.
New Features in Odoo 18 VoIP
Enhanced Video Call Quality
HD video with improved bandwidth optimization ensures smooth face-to-face meetings even on limited connections. Screen sharing and multi-party calls for collaborative customer presentations.
Advanced Call Recording
Automatic call recording with secure cloud storage. Recordings linked to CRM records for easy playback. Search transcripts to find specific customer conversations.
Smart Call Forwarding
Route calls based on availability, expertise, or customer priority. Round-robin distribution balances workload. After-hours forwarding to mobile numbers or voicemail.
Setup and Configuration
Prerequisites
- Active Odoo Subscription: VoIP requires Odoo Enterprise edition
- Internet Connection: Stable broadband for call quality
- VoIP Provider: Choose compatible SIP provider (Odoo supports major providers)
- Audio Equipment: Headset or speakers/microphone for clarity
Step 1: Enable VoIP Module
- Navigate to
Appsmenu - Search for "VoIP"
- Click
Installon VoIP module - Module activates across CRM, Sales, Helpdesk, and other modules
Step 2: Configure VoIP Settings
- Access Settings: Go to
Settings→General Settings→VoIP - Select Provider: Choose your VoIP service provider from supported list
- Enter Credentials: Input SIP username, password, and server details from your provider
- Configure Country Code: Set your country for proper number formatting
- Test Configuration: Make test call to verify setup
Tip: Contact your VoIP provider for SIP credentials. Popular providers include Twilio, Vonage, and RingCentral.
Using the VoIP Widget
Once configured, the VoIP widget appears as a phone icon in the top navigation bar, providing instant access to calling features.
VoIP Widget Interface
Three Main Tabs:
Recent Tab
Shows call history (incoming and outgoing)
- Missed calls highlighted
- Call duration displayed
- Click any number to redial
- Linked to CRM contact when available
Contacts Tab
Access to CRM contacts with saved phone numbers
- Search by name or company
- Click contact to call instantly
- View contact details during call
- Create new contacts on the fly
Next Activities Tab
Shows scheduled calls and follow-ups for today
- Calls assigned to you
- Due dates and priorities
- Click to initiate scheduled call
- Mark activity complete after call
Making Calls
From CRM Contact
- Open contact record
- Click phone number
- Call initiates automatically
- Customer data visible on screen
Via Keypad
- Click phone icon in top bar
- Select Keypad tab
- Enter phone number manually
- Click call button
In-Call Controls
Transfer
Forward call to colleague or department
Mute
Silence your microphone temporarily
Hold
Put call on hold (play music)
CRM Integration Benefits
The real power of Odoo VoIP comes from deep integration with customer relationship management:
Instant Customer Context
When a call comes in from a known customer, Odoo displays their complete profile: purchase history, open opportunities, recent support tickets, and previous conversations. No more asking "What can I help you with?" when you already know their last inquiry.
Automatic Activity Logging
Every call automatically creates a logged activity in CRM with timestamp, duration, and participants. Conversation notes you type during the call save directly to the customer record. No manual data entry required.
Smart Follow-Up Scheduling
During or after a call, schedule follow-up activities (email, call back, demo) directly from the VoIP interface. Next time that follow-up is due, it appears in your Next Activities tab with one-click calling.
Create Contacts on the Fly
Receive a call from an unknown number? Click "Create Contact" during the call to instantly add them to your CRM. Enter details while talking, and all call information links to the new record automatically.
Real-World Use Cases
Sales Team
- Click-to-Call Prospects: From lead list, dial entire queue without typing numbers
- Call Scripts Available: View sales scripts on screen during calls
- Instant Quote Creation: Convert call to quotation while still talking
Customer Support
- Ticket Creation: Create helpdesk tickets during call without switching apps
- Call Routing: Transfer to technical team when issue requires specialist
- Quality Assurance: Managers review call recordings for training
Account Management
- Relationship Building: Video calls for quarterly business reviews
- Upsell Opportunities: See customer purchase patterns during renewal calls
- Complete History: Reference past conversations to personalize interactions
Remote Work
- Work Anywhere: Mobile app enables calls from home, co-working, or travel
- Team Collaboration: Internal video calls for remote team meetings
- Consistent Experience: Same interface whether on desktop, mobile, or browser
Frequently Asked Questions
Conclusion
Odoo 18's VoIP integration eliminates the friction between communication and customer data, transforming scattered phone calls into rich, context-aware conversations automatically logged in your CRM. By embedding calling directly where your team already works—in opportunities, tickets, and contacts—you remove the context-switching that damages customer experiences and wastes time.
The combination of click-to-call convenience, automatic activity logging, video conferencing capabilities, and mobile flexibility ensures your team delivers personalized, professional customer service whether working from the office, home, or anywhere else. With call recordings for training, smart routing for efficiency, and complete integration with sales and support workflows, VoIP becomes more than just a phone system—it's a customer relationship multiplier.
Need Help Implementing VoIP?
Our communication experts can help you select the right VoIP provider, configure SIP integration, set up call routing workflows, train teams on the VoIP widget, migrate existing phone numbers, and design custom calling processes for your business needs.