1. ShareCRM-side Call Center Initialization

Configuration path: Management → Business Plugin Management → Call Center

• After tenant initialization succeeds, the following changes occur:

① A new Role “Call Center Agent” is added under Management → Roles & Permissions → Business Feature Permissions → Role Permission Settings.

② A new lookup field “Call Record” is added to the Work Order object.

③ A preset CRM object “Call Record” is created.

2. Obtain Call Center Encryption Key Pair

• TienRun (Tianrun/TianrunRongtong) key retrieval path

System Settings → Security Settings → API Keys

picture coming soon:

Note: The key is shown only once when generated. Save it immediately — you will need it later when configuring in ShareCRM.

• Permission assignment

After generating the key pair, assign permissions by checking all permission options.

picture coming soon:

picture coming soon:

• TienRun Enterprise ID retrieval path: Home → Company Info tab → Enterprise ID

picture coming soon:

Note: Save all information above. You will need these values when configuring the enterprise in ShareCRM.

3. TienRun-side: Configure Event Subscriptions

Note: Call center functionality heavily depends on correctly configured event subscriptions. Follow these instructions precisely.

• Event configuration list: Message push event configuration path is System Settings → Call Center → System Integration → Data Push. Incoming call push, outbound call push, and agent status push are mandatory event types. There are nine required event types in total (see images). Note: Do NOT configure the outbound customer ringing event.

picture coming soon:

picture coming soon:

picture coming soon:

Notes:

1. Push endpoints:
   • Incoming call and outbound call push endpoint: https://www.fxiaoke.com/open/callcenter/tinet/pushData
   • Agent status push endpoint: https://www.fxiaoke.com/open/callcenter/tinet/receiveSeatDetail

2. Recommended timeout: 10s

3. Recommended retry count: 3

4. Push method: POST; Content-Type: application/json

5. Add all listed push parameters; include every parameter item shown in the list.

• In addition to the nine events above, if call transfer is involved, configure the “Transferred Call Record” (from-ticket) push event to receive transferred call records. Besides selecting all available fields, manually add the field “detailStatus” (call answer status).

picture coming soon: Caption: From-ticket push

Configuration:

1. Endpoint: https://www.fxiaoke.com/open/callcenter/tinet/pushTicketData

2. Push type: Ticket Push — From-ticket push. Timeout: 10s. Retry: 3. Method: POST. Content-Type: application/json

3. Select all fields, then manually add the field: detailStatus (call answer status). Click Save next to the field, then click the overall Save button.

• To ensure call recordings are stored correctly, configure the recording status push event.

picture coming soon:

1. Endpoint: https://www.fxiaoke.com/open/callcenter/tinet/pushRecordFile

2. Push type: Recording Status Push. Timeout: 10s. Retry: 3. Method: POST. Content-Type: application/json

Note: All endpoints above use the ShareCRM cloud domain. If you use Huawei Cloud, replace every occurrence of https://www.fxiaoke.com with https://hwcloud.fxiaoke.com. For other clouds, contact the product manager for the correct endpoints.

4. ShareCRM-side Configuration Guide

• Enable the ShareCRM call center plugin: Management → Business Plugin Management → Call Center

Caption: Call Center Plugin

Notes:

1. Service Provider: select Service Provider = TienRun RongTong Call Center.

2. AccessKeySecret: the private access key obtained from TienRun.

3. AccessKeyId: the access key ID obtained from TienRun.

4. account: the customer ID obtained from TienRun.

Notes:

① TienRun operates two platforms — Beijing (bj) and Shanghai (sh). The login URL typically contains “bj” for Beijing or “sh” for Shanghai. Confirm with TienRun before selecting the platform option.

② TienRun supports two integration modes; differences are as follows:

• Backend API Integration:
  • Pros: The same account can log into both TienRun and ShareCRM simultaneously.
  • Cons: Does not support softphone call capabilities.
  • The phone control bar supports only the following button functions: Hold, Hang Up, Transfer to Agent, Mute, Consult (Whisper/Consult), and Satisfaction. No further button expansion is supported.
• Frontend SDK Integration:
  • Pros: Supports softphone call capabilities.
  • The phone control bar’s operation buttons can be extended (limited to vendor-provided phone-bar buttons).
  • Cons: The same account cannot be simultaneously online in both TienRun and ShareCRM.
• Bind user accounts between ShareCRM employees and TienRun agents on the ShareCRM side.

picture coming soon: Caption: Account Binding

• Complete agent settings in ShareCRM. Refer to the image for configuration options.

picture coming soon:

5. Satisfaction (CSAT) Push Configuration

Satisfaction surveys can be executed either manually by the agent or automatically on hang-up by the agent. Only when the survey mode is set to “Agent Manual” will the satisfaction survey button be visible in ShareCRM.

Configuration path: Company Settings → Call Center → Feature Configuration

picture coming soon:

To receive satisfaction records in ShareCRM, also configure the satisfaction event push.

picture coming soon:

Push endpoint: https://www.fxiaoke.com/open/callcenter/tinet/pushSatisfactionData

6. One-Click Outbound Call

When agents need to initiate outbound calls directly from the CRM, configure outbound calling in ShareCRM to enable one-click outbound.

6.1 The system presets the following objects as outbound-call-enabled: Account, Leads, Contact. To enable outbound calling for these objects, perform the following two steps:

6.1.1 Add a custom button to each object. The button API name must be: button_e_call_out__c.

6.1.2 Configure outbound call fields under Outbound Call Settings (see image).

picture coming soon:

6.2 If you need outbound calling on other objects, perform the following:

6.2.1 Add the target object under Outbound Call Settings.

picture coming soon:

picture coming soon:

Note: Adding the outbound 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

6.2.2 Configure outbound call fields under Outbound Call Settings as in step 6.1.2.