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.

Caption: Account Binding

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

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).

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

6.2.1 Add the target object under Outbound Call Settings.

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.