Freshcaller (FDCC) provides you the capability to have a common Freshcaller account across your Freshdesk Omnichannel and Freshsales/Freshsales Suite web application. This allows you to have a common phone channel between your Freshdesk Omnichannel and Freshsales web application. 

With this feature, your phone numbers, agents, phone teams, and other Freshdesk Contact configurations will be shared and replicated in both your web applications. This helps you seamlessly manage the phone channel operations without having to juggle between multiple accounts.

Prerequisites:

Sharing your Freshcaller account is possible only if:

1. You are an existing Freshdesk Omnichannel customer with an integrated phone channel and want to sign up for a new Freshsales/Freshsales Suite web application

2. You are an existing Freshsales/Freshsales Suite customer with an integrated phone channel and want to sign up for a new Freshdesk Omnichannel web application

3. Your account admin in the existing web application has access to the phone channel in both applications.

The following table shows the possible scenarios:

Example: 

Suppose, you are an existing Freshsales/Freshsales Suite customer and want to create a new Freshdesk Omnichannel account with a shared phone channel. 

How to raise shared account requests?

In both the possible scenarios mentioned above, raise an L1 ticket to set up the shared caller.

In this case, send your Freshsales organization domain URL and your account admin’s email address. Make sure the account admin has access to the phone channel. This user will now be the account admin of the new Freshdesk Omnichannel account.

1. Find the organization domain URL of your existing product: To find your organization's domain URL, click on the Freshworks Switcher at the bottom of your Freshsales Suite account.
   For example, if you have an existing Freshsales Suite account and want to create a new Freshdesk Omnichannel account with a shared phone (Freshcaller) channel, send your Freshsales Suite's organization domain URL.
   
   

   
   

2. The email id of the proposed account admin of the second product. Make sure the account admin has access to the phone channel.
   
   This user will now be the account admin of the new Freshdesk Omnichannel account.

Once we receive these details, our support team will create a new Freshdesk Omnichannel product with your account admin’s email id and link the existing phone channel from your Freshsales Suite account.

How to access the new web application?

To know if you received access to the new web application you requested:

1. Click the Freshworks switcher available at the bottom of your application.
    
   You will find the new application here. 
   
   

You can now start using your Freshdesk Omnichannel web application with the shared phone channel.

How to create shared phone agents?

Now that you have a shared phone channel in both Freshdesk Omnichannel and Freshsales/Freshsales Suite accounts, you can create common phone agents across these web applications. 

Creating shared phone agents in Freshsales Suite

To create a shared agent for your Freshsales Suite account,

1. Go to Admin Settings > Users and click Add User.
   
   

2. Enter the email address, Full name, and fill in other details.
   

3. Select the role and click Add User.
   
   Your agent will receive an email to activate their Freshsales/Freshsales Suite account.

Now, to add the same agent as a shared agent to your Freshdesk Omnichannel account, 

1. Go to Admin Settings on your Freshdesk Omnichannel account, scroll down to Agents and open the section.
   
   

2. Add the agent’s email address. 

You will notice that the user is already part of the organization and the user details have been prefilled. 

3. Select the appropriate role and click Save. The agent will again receive an invitation to use their Freshdesk Omnichannel account.

Once this is done, the user can share the caller functionality between their Omnichannel and Freshsales/Freshsales Suite instance. 

Creating shared phone agents in Freshcaller

When you have an Omnichannel or Freshsales/Freshsales Suite account, you can directly go to the Freshcaller instance and create phone agents.

1. Go to Admin Settings > Agents
   
   

2. Click New Agents. 
   
   

3. Choose the type of agent/user you want to create:

   1. Freshcaller Agent (Will be Disabled): Create an agent/user who has access only to the Freshcaller instance.

      
      

   2. Freshdesk Omnichannel Agent: Create a user who has access to all support channels in Freshdesk Omnichannel. When you click on this, you will be redirected to the Freshdesk Omnichannel’s Agent creation page.
      
      

   3. Freshsales/Freshsales Suite Agent: Create a user who has access only to the CRM account. When you click on this option, you will be redirected to the Freshsales/Freshsales Suite’ user creation page.
      
      
      

4. Once you create shared phone users, you can see the role assigned to each user inside Freshcaller’s Agents page.

Note: It is not possible to create “Freshcaller” (add-on) only agents for a shared caller account. 

The role you see in the Freshcaller will always be the higher role between the two web applications. For example, if the agent’s role in Freshdesk Omnichannel is “Account Admin” whereas in the Freshsales/Freshsales Suite account that same agent is assigned a Supervisor role, then the agent’s role in Freshcaller will be Account Admin.

Note: The Role column is visible only for a shared account. You will not see this in a stand-alone Freshcaller account.

How to make/receive a call?

When you receive an incoming call, you will see the notification across all three web applications. You can choose to attend the call in any of the three web applications - Freshsales/Freshsales Suite, Omnichannel, or Freshcaller (shared instance). 

However, you can make outgoing calls only within your Freshsales/Freshsales Suite or Omnichannel account. For this reason, the phone dialer will not be available in the shared stand-alone Freshcaller account. However, the add-on omnichannel agent will continue to have the dialer.

Once you attend the call in any of the web application tabs, you will not be able to make or receive calls on other applications. Also, the phone widget options change based on where you attend the call. Check this article to know the various options/features available in the omnichannel phone widget. To know the features and options available in the Freshsales/Freshsales Suite phone widget, check this article.

Limitations in transferring a call between the different applications  

A shared agent can transfer calls to:

1. Agents with access to only Omnichannel
2. Agents with access to only Freshsales/Freshsales Suite
3. Other shared Agents with access to both Omnichannel and Freshsales/Freshsales Suite

An agent with only Freshsales/Freshsales Suite access can transfer calls to:

1. Agents with access to only Freshsales/Freshsales Suite
2. Other shared Agents with access to both >Omnichannel and Freshsales/Freshsales Suite

An agent with only Freshdesk Omnichannel access can transfer calls to:

1. Agents with access to only Omnichannel 
2. Other shared Agents with access to both Omnichannel and Freshsales/Freshsales Suite