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Odoo 19Productivity
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1CBMS

Odoo 19 VoIP softphone calling a contact from a CRM opportunity

Our call centre in Sulaymaniyah already runs an Asterisk-based PBX with local SIP trunks. Management wants agents to call customers from Odoo 19 CRM and Helpdesk without changing the phone system.

Is that possible, and what does our IT team need to configure on the PBX and in Odoo so the softphone works in the browser?

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1CBMS
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Yes, this is a common setup. Odoo VoIP uses WebRTC, so your Asterisk server must accept secure WebSocket connections from the browser.

  • On the PBX, enable WebRTC support (secure WebSocket transport, a valid TLS certificate and appropriate codecs) and create one extension per agent.
  • In Odoo, go to Settings, find the VoIP section, choose your provider entry and fill in the PBX server domain and WebSocket URL.
  • For each agent, open their user preferences and enter the VoIP username (extension) and secret.
  • Test outgoing and incoming calls with one agent, checking audio both ways and caller identification against contacts.
  • Roll out to the team and use the softphone queue to plan call activities from CRM and Helpdesk.

Most failures come from the certificate or firewall rules on the WebSocket port, so ask IT to check those first if the softphone cannot register.

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