Integration with Udesk

I. ShareCRM Basic Configuration

1. Call Center Plugin Configuration Path:
   System Settings → Business Plugin Management → Call Center

   When selecting Udesk as the call center provider, you need to enter the following information:
   - accountId
   - Secret
   - Host

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   To obtain the Secret, log in to Udesk as an administrator and navigate to:
   Admin Center → Single Sign-On (SSO) → Shared Secret Key.

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2. Bind Agent Accounts
   Use the email address of the Udesk agent as the binding identifier between ShareCRM and Udesk.

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3. Complete Agent Settings in ShareCRM
   Refer to the following configuration:

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II. Udesk Configuration

Log in to Udesk as an administrator and configure the following:

1. Configure Notification Target
   Set the call record push API URL:
   https://open.fxiaoke.com/open/callcenter/udesk/hangup

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2. Enable Call Event Push
   Navigate to:
   Admin Center → Call Center → Other Settings → Call Event Push

   • Turn on the push switch.

   • Select the configured notification target.

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   To enable pop-up screens in the ShareCRM agent workspace, check the following options:

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3. Udesk Pop-up Screen Configuration Guide

   • Path: Admin Center → Management → Tags → Agent Tags

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   • Path: Admin Center → Employee Management → Employee List

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   • Adjust Pop-up Tab Position:

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   • Configure Inbound/Outbound Pop-up URL:
     https://open.fxiaoke.com/open/callcenter/udesk/popwindow/call/in/or/out

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III. ShareCRM Outbound Call Configuration

For details, refer to: Outbound Call Configuration Guide