First, log in to the ShareCRM administrator account and then the Holleycomm administrator account. Note: The Holleycomm - side administrator should enable the menu for the docking platform, configure automatic pop - up screens, and grant permission for the outbound call interface.

1. Initialize the Call Center on the ShareCRM Side

Call Center plugin configuration path: Administration - Business Plugin Management - Call Center

• After tenant initialization completes, the following changes occur:

① Administration - Roles & Permissions - Business Feature Permissions - Role Permission Settings will include a new role: “Call Center Agent”

② The Work Order object will have a new lookup field added: Call Log

③ A preset object “Call Log” will be added to the CRM

2. Configure Service Provider Information on the ShareCRM Side

• After initialization, configure the Call Center service provider and parameters on the ShareCRM side. These parameters come from the accessToken under the Heliyijie (合力亿捷) tenant. The detailed process to obtain and enter them is as follows:

  In Heliyijie: Integration Platform - Get accessToken to obtain each parameter. See below:

picture coming soon: 获取合力参数信息

In ShareCRM Call Center configuration, enter the parameters as shown below:

picture coming soon: 纷享侧配置参数信息

• When configuration is complete, the tenant integration between the CRM and the Call Center system is finished. The next step is user binding.

3. Account Binding on the ShareCRM Side

User binding links CRM users with Call Center agents so they share capabilities. The binding steps:

① Select a ShareCRM employee (the selected employee must be granted the Call Center Agent role)

② Enter the third‑party agent staff ID (this ID comes from Heliyijie: Agents - Users - Staff ID)

After saving, the details appear as follows:

picture coming soon: 绑定账号

4. Business Settings

In the ShareCRM backend you can configure Call Center settings. Key supported settings:

① Popup list configuration: when one phone number matches multiple Accounts or Contacts, the system displays a list of matching Accounts or Contacts.

② Custom popup field matching: choose which fields the system uses to identify incoming callers; you can also set popup priority.

③ Quick-create from popup: when an incoming call does not match any existing record, the popup can display a quick create entry according to configured options.

④ Agent answer priority: without syncing customer data to the Call Center system, the CRM can return specific parameters to the Call Center for IVR routing.

⑤ Grant temporary data permissions to agents.

⑥ Customer information query API: when enabled, the third‑party Call Center can query customer data stored in ShareCRM.

picture coming soon: 功能设置

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5. One‑Click Outbound Call

When agents need to make outbound calls directly from the CRM, enable outbound configuration on the ShareCRM side to allow one‑click dialing.

5.1 The system presets the following objects for outbound calls: Account (客户), Leads (线索), and Contact (联系人). To enable outbound calling on these objects, complete the following two settings:

5.1.1 Add a custom button on the object. The button API name must be: button_e_call_out__c.

5.1.2 Configure outbound phone fields under Outbound Settings, as shown below.

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5.2 If you need outbound calling from other objects, perform these two configuration steps:

5.2.1 Add the object under Outbound Settings (Call Targets).

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Note: Adding the outbound button consumes custom button quota. If the quota is insufficient, initialization may fail. After increasing quota, manually add the custom button with API name: button_e_call_out__c.

5.2.2 Configure outbound phone fields under Outbound Settings as shown in 5.1.2.

6. Configure Popup and Call Log Push URLs on the Heliyijie Side

1. Popup integration configuration path: API -> Agent UI Integration -> Popup Integration. Configure both inbound popup and outbound popup endpoints.

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① Configure inbound popup. Popup URL: https://open.fxiaoke.com/open/callcenter/holly/popwindow/call/in

Select all available parameters when configuring.

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② Configure outbound popup. Popup URL: https://open.fxiaoke.com/open/callcenter/holly/popwindow/call/out

Select all available parameters when configuring.

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1. Call event push configuration path: API -> Call API -> Call Event Push. Configure Call Log Push, Call Ring (outbound ringing), and Called Ring (inbound ringing).

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① Call Log Push URL: https://open.fxiaoke.com/open/callcenter/holly/pushData

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② Call Ring (outbound ring) URL: https://open.fxiaoke.com/open/callcenter/holly/pushData

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③ Called Ring (inbound ring) URL: https://open.fxiaoke.com/open/callcenter/holly/pushData

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注意：如果用户需要使用纷享的客服工作台，则需要按照上述要求配置三个通话事件，如果不需要使用纷享的客服工作台，仅需在纷享内存储通话记录，则只需要配置【通话记录】推送事件，且地址需要变更为： https://open.fxiaoke.com/open/callcenter/holly/hangup

7. Configure Agent Popups on the Heliyijie Side

① Outbound popup setting: Agents - Users - Click the user name - Edit - Outbound Business. Select the configured outbound popup.

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② Inbound popup setting: IVR - Skill Group List - Click a skill group name - Integration Popup Work Order. Select the configured inbound popup.

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• After completing these settings, log out and log back into the Heliyijie account for changes to take effect.

8. Work‑Mobile Outbound Calling Setup

To use work‑mobile outbound calling, first configure the related settings on the Heliyijie side. After Heliyijie configuration, perform these settings in ShareCRM.

1. Enable Work‑Mobile Outbound: Path: System Settings -> Business Plugin Management -> Call Center -> Outbound Settings -> Work‑Mobile Outbound Settings.

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After enabling, the system automatically imports the list of users allowed for work‑mobile outbound from Heliyijie. Those users can use work‑mobile outbound.

1. Add Call Targets and Work‑Mobile Outbound Button

If you already configured outbound objects, check whether the target object has the work‑mobile button (API name: button_e_work_phone_call_out__c). If present, you can use work‑mobile outbound immediately. If not, add a custom work‑mobile outbound button with API name: button_e_work_phone_call_out__c.

If you haven’t configured outbound before, follow these steps:

2.1 The system presets Account, Leads, and Contact as outbound objects. To enable work‑mobile outbound on these objects, complete the following:

2.1.1 Configure outbound phone fields under Outbound Settings (see image in 5.1.2).

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2.2 To enable work‑mobile outbound on other objects, perform these steps:

2.2.1 Add the outbound object under Outbound Settings.

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Note: Adding custom buttons consumes quota. If quota is insufficient, initialization may fail. After increasing quota, manually add the custom button with API name: button_e_work_phone_call_out__c.

After completing the above, configure the work‑mobile call event push on the Heliyijie side. Set the following URL in the indicated configuration location: https://open.fxiaoke.com/open/callcenter/holly/hangup

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