1. Initializing the Call Center in ShareCRM

Configuration path: Admin > Business Plugin Management > Call Center

• After tenant initialization is complete, the following changes will occur:
  ① Under Admin > Role Permission Management > Business Function Permissions > Role Permission Settings, a new role Call Center Agent will be added.
  ② A new lookup relationship field Call Records will be added under the Work Order object.
  ③ A new preset object Call Records will be created in the CRM.

2. Obtaining the Call Center Encryption Key Pair

• Tianrun Rongtong Key Retrieval Path
  System Settings > Security Settings > API Keys

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Note: The key is displayed only once during generation. Save it immediately, as it will be required for ShareCRM configuration later.

• Permission Assignment
  After generating the key pair, assign all permissions by checking all available options.

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• Tianrun Rongtong Enterprise ID Retrieval Path
  Home > Enterprise Info Tab > Enterprise ID

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Note: Save all the above information securely, as it will be required for enterprise configuration in ShareCRM.

3. Configuring Subscription Events on the Tianrun Side

Note: Call center functionality heavily relies on subscription events. Ensure accurate configuration as per the documentation.

• Event List Configuration
  Message push event configuration path: System Settings > Call Center > System Integration > Data Push.
  The following event types must be configured (nine in total):
  • Incoming Call Push
  • Outbound Call Push
  • Agent Status Push

Important: Do not configure the Outbound Customer Ringing Event.

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Configuration Details:
1. Push URL:
- Incoming/Outbound Calls: https://www.fxiaoke.com/open/callcenter/tinet/pushData
- Agent Status: https://www.fxiaoke.com/open/callcenter/tinet/receiveSeatDetail
2. Timeout: Recommended 10 seconds.
3. Retry Attempts: Recommended 3 times.
4. Push Method: POST (application/json).
5. Push Parameters: Include all available parameters.

• Additional Configuration for Call Transfers
  If call transfers are involved, configure the Sub-Call Ticket Push Event to receive transferred call records.
  • Manually add the field: Answer Status (detailStatus).

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Configuration:
1. URL: https://www.fxiaoke.com/open/callcenter/tinet/pushTicketData
2. Push Type: Sub-Call Ticket Push
- Timeout: 10s | Retry: 3 | Method: POST (application/json).
3. Fields: Select all fields and manually add detailStatus.

• Recording Storage Configuration
  To ensure call recordings are stored correctly, configure the Recording Status Push Event.

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1. URL: https://www.fxiaoke.com/open/callcenter/tinet/pushRecordFile
2. Push Type: Recording Status Push

   • Timeout: 10s

     Retry: 3

     Method: POST (application/json).

Important:
- For Huawei Cloud deployments, replace https://www.fxiaoke.com with https://hwcloud.fxiaoke.com.
- For other cloud environments, contact the product manager for the correct URL.

4. ShareCRM Configuration Guide

• Enable Call Center Plugin Path:
  Admin > Business Plugin Management > Call Center

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Key Fields:
1. Service Provider: Select Tianrun Rongtong Call Center.
2. AccessKeySecret: Enter the private access key obtained from Tianrun.
3. AccessKeyId: Enter the access key ID obtained from Tianrun.
4. Account: Enter the customer ID obtained from Tianrun.

Notes:
1. Tianrun has two platforms: Beijing (bj) and Shanghai (sh). Confirm with Tianrun before selecting.
2. Two integration methods are available:
- Backend API Integration:
- Pros: Supports simultaneous login on Tianrun and ShareCRM.
- Cons: No softphone support. Limited call bar functionality (Hold, Hang Up, Transfer, Mute, Consult, Satisfaction).
- Frontend SDK Integration:
- Pros: Supports softphone functionality. Extensible call bar buttons (as per the call center provider).
- Cons: Simultaneous login on Tianrun and ShareCRM is not supported.

• Account Binding
  Bind ShareCRM employee accounts with Tianrun agent accounts.

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• Agent Settings
  Configure agent settings as shown below.

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5. Satisfaction Survey Configuration

Satisfaction surveys can be triggered manually by agents or automatically after call termination. The survey button is visible in ShareCRM only when set to Manual Trigger.

Configuration Path:
Enterprise Settings > Call Center > Function Configuration

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To capture satisfaction records, configure the Satisfaction Event Push:

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

6. One-Click Outbound Call

For scenarios where agents need to initiate calls directly from the CRM, configure outbound calling in ShareCRM.

6.1 Default Outbound Objects

The system presets the following objects for outbound calls:
- Account
- Leads
- Contact

Required Configuration:
1. Add a custom button with the API name: button_e_call_out__c.
2. Configure the outbound field in Outbound Settings.

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6.2 Custom Outbound Objects

To enable outbound calls for other objects:
1. Add the object in Outbound Settings.

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1. Configure the outbound field (as shown in 6.1.2).

Note: If custom button quotas are insufficient, manually add the button with the API name button_e_call_out__c.