First, log in with the ShareCRM administrator account and the Helyi (Heli Yijie) administrator account. Note: the Helyi administrator must enable the Integration Platform menu, enable automatic pop-up windows, and grant outbound-call API permissions.

1. Initialize Call Center on 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 Permissions will include a new role: “Call Center Agent” 2) The Work Order object will have a new lookup field added: Call Log 3) The CRM will include a new preset object: Call Log

2. Configure Service Provider Information on ShareCRM Side

• After initialization, configure the call center Service Provider and parameters on the ShareCRM side. These parameters come from the tenant accessToken on the Helyi side. The retrieval and entry steps are shown below:

  On the Helyi side, go to Integration Platform → Get accessToken to obtain each parameter. Example:

picture coming soon: Caption: Retrieve Helyi parameter information

On ShareCRM, enter the call center configuration parameters as shown:

Caption: ShareCRM parameter configuration

Completing these settings indicates the tenant integration between the CRM and the Call Center system is finished. Next step: user binding.

3. Bind Accounts on ShareCRM Side

User binding links CRM users and Call Center agents so each bound user can use both systems. Binding steps:

1) Select a ShareCRM employee (the selected employee must be assigned the Call Center Agent role) 2) Enter the third‑party agent ID (the agent ID comes from Helyi: Agent → Users → Agent ID)

After saving, details appear as follows:

Caption: Account binding

4. Business Settings

In the ShareCRM admin you can configure Call Center customer service settings. Key supported settings:

1) Pop-up list configuration: when a phone number matches multiple Accounts or Contacts, the system displays a list to choose the Account or Contact. 2) Custom pop-up field recognition: specify which fields identify incoming callers; set pop-up priority as needed. 3) Quick-create pop-up list: when an incoming call does not match any existing record, the system can present a quick-create entry according to configuration. 4) Agent answer priority: without syncing customer records to the Call Center, return specific parameters to the Call Center for voice navigation. 5) Grant temporary data access to customer service agents for temporary business needs. 6) Customer information query API: when enabled, third‑party Call Centers can query customer data stored in ShareCRM.

Caption: Feature settings

Caption: Feature settings

5. One‑Click Outbound Call

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

5.1 The system presets the following objects as outbound-call enabled: Account, Leads, and Contact. To enable outbound dialing from these objects, complete the following two steps:

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 the outbound call field mapping in Outbound Call Settings (see image).

5.2 To enable outbound calls from other custom objects, perform these two steps:

5.2.1 Add the object as an outbound-call object in Outbound Call Settings.

Note: adding an outbound-call button consumes custom button quota. If 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 call fields in Outbound Call Settings as described in 5.1.2.

6. Configure Pop‑up and Call Log Push Endpoints on Helyi Side

1) Pop‑up integration configuration path: API → Agent UI Integration → Pop‑up Integration. Configure inbound and outbound pop‑up endpoints.

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• Configure inbound pop‑up: URL https://open.fxiaoke.com/open/callcenter/holly/popwindow/call/in Ensure all parameters are selected.

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• Configure outbound pop‑up: URL https://open.fxiaoke.com/open/callcenter/holly/popwindow/call/out Select all parameters.

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2) Call event push configuration path: API → Call API → Call Event Push. Configure events for Call Log push, Call Ring, and Called Ring.

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• Call Log push URL: https://open.fxiaoke.com/open/callcenter/holly/pushData

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• Call Ring URL: https://open.fxiaoke.com/open/callcenter/holly/pushData

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• Called Ring URL: https://open.fxiaoke.com/open/callcenter/holly/pushData

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Note: If users will use ShareCRM’s Customer Service Console, configure all three call events above. If you only need to store Call Logs in ShareCRM (and not use the console), only configure the Call Log push event and change the endpoint to: https://open.fxiaoke.com/open/callcenter/holly/hangup

7. Configure Agent Pop‑ups on Helyi Side

1) Outbound pop‑up setting: Agent → Users → Click agent name → Edit → Outbound Business → select the configured outbound pop‑up.

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2) Inbound pop‑up setting: IVR → Skills Group List → Click skill group name → Integration Pop‑up Work Order → select the configured inbound pop‑up.

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• After completing the above settings, log out of Helyi and log back in to apply changes.

8. Work‑Phone Outbound Call Settings

To use Work‑Phone outbound calling, first configure work‑phone outbound on the Helyi side. After Helyi configuration is complete, perform the following on ShareCRM.

1) Enable Work‑Phone outbound feature. Path: System Settings → Business Plugin Management → Call Center → Outbound Settings → Work‑Phone Outbound Settings

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After enabling, the system automatically imports the list of users permitted for work‑phone outbound as configured on the Helyi side. These users may use the work‑phone outbound feature.

2) Add outbound objects and Work‑Phone outbound button

If you already configured outbound objects, check whether the target object includes a Work‑Phone button (API name: button_e_work_phone_call_out__c). If the button exists, you can use Work‑Phone outbound immediately. If not, manually add a Work‑Phone outbound button with API name: button_e_work_phone_call_out__c.

If you have not previously configured outbound settings, follow these steps:

2.1 The system presets Account, Leads, and Contact as outbound objects. To enable Work‑Phone outbound on these objects, complete:

2.1.1 Configure outbound call fields in Outbound Call Settings (see image).

2.2 To enable Work‑Phone outbound from other objects, perform:

2.2.1 Add the outbound object in Outbound Call Settings.

Note: adding outbound buttons consumes custom button 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, also configure the work‑phone call push event on the Helyi side. Add the following URL where shown:

https://open.fxiaoke.com/open/callcenter/holly/hangup

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