The FastCall app works in three modes and you want to confirm that you can see all three options in the app.
- The clipboard icon is our “No Dial” mode. This mode logs and scores your calls, but does not dial. We create a Task with Call Duration, Call Result, Notes and more.. all from a widget on any Salesforce record with a phone number. Call Score – a FastCall custom object – captures Call Count, Total Call Duration, Average Call Duration, Days Since First Call, Last Call and more. This option works along with your existing phone as an add-on to log and score calls. This is the base of our application and this mode does not dial your phone.
- The headset icon is our softphone option where you can use your computer and a headset to make calls. This option typically replaces your phone hardware. We use Twilio as the telecom provider.
- The Click-to-dial mode works along with your existing phone – whether a landline or mobile. With FastCall you can make calls using your mobile phone and show an office phone as caller ID. Or vice versa. This is a nice feature for a home based or mobile worker. We take these numbers (office and mobile) from the user record in SFDC.
If you can see all three options but are having trouble with your softphone, first let’s try to verify that your set-up works with the office or mobile phone. If you are able to place a call with the office/mobile, we know the set-up is good, and we can move on to debug the softphone.
Next, you will see that the softphone in the browser (and Chrome is best) will ask for your permission to complete the call. This typically only happens once, but is easy to miss.
Look for this:
You will also notice that once a call is in progress in Chrome a small red dot will illuminate when you are connected. If, for whatever reason, the connection was not made, there is no red dot. Try again.
One last note here.. with click-to-dial, we call the user first (office or mobile). This leg of the call can fail if we call our mobile phone with the mobile phone as caller ID. This only happens with some mobile carriers (TMobile, etc.) If you are testing with your mobile phone and the leg to the user fails, try to use another number as the “verified Twilio number.” With some mobile carriers you will not be able to call your mobile phone with the mobile phone number as the caller ID. This is a common problem during testing (we call ourselves).