Every missed call is a missed opportunity

Responding to inbound leads is the fastest way to lift sales. It’s an easy win. In our base Sales Edition, FastCall allows each user to have one inbound phone number. This number can be used as caller ID and, of course, receive inbound calls. Calls can be received to the FastCall softphone, to a user’s office phone and/or a user’s mobile phone. FastCall inbound supports overflow and simulring. Overflow dials one phone then the next (for example, dials the softphone then the user’s mobile.) Simulring dials two phones at the same time; first to answer gets the call. You can record calls with an optional disclosure and setup personal voicemail to be logged on the Salesforce Task record. Inbound calls pop in Salesforce.

Basic inbound call routing is available in our Base Edition; the Sales+ Edition adds advanced inbound capabilities. Upgrades include interactive voice response (IVR) automatic call distribution, recorded greetings, multiple numbers per user, call transfer and listen-in.

FastCall Inbound Call Routing
 
When FastCall receives the first call from a given number (caller ID), we will search for a match. If there’s one (and only one) match, then the record is automatically related to the call (Salesforce Task.) If no matching record is found, or more than one record is found, then FastCall doesn’t relate any record automatically, but waits for the agent’s feedback. The user can select one among multiple matches if that’s the case, or create a new Lead. In any case (automatic or with agent’s feedback) the relationship is added to FastCall’s custom lookup table.

Inbound Record Search
 
Recent calls are in the widget: answered and missed. The missed call in the widget has a search option to find a contact or create a new lead. FastCall also marks the Task as a missed call.

Inbound Search from Recent Calls
 
If the missed call is no longer recent, the Task exists – but with no lookup to a record. Any “inbound call” tasks in Salesforce with no related contact is a missed call. If the task exists, the user should either lookup the related record, delete the task, or otherwise mark the task as junk. FastCall has a custom button used to assign the call based on the caller ID (from number.) We consider these “orphaned tasks” that need to be triaged. Keep in mind that the button must be added to the Task page layout.

Creating a report of Tasks w no related records will show you calls that need to be triaged.

  • Search for a related record
  • If none, create a new lead
  • Return the missed call

Best practice: You should have no orphaned Tasks related to inbound calls.

Salesforce Task for Inbound Calls

In order to route inbound calls with FastCall, your phone numbers must be controlled by Twilio. You will need to provision net new numbers with Twilio, or port your existing numbers to Twilio. If adding new numbers, the phone numbers must be provisioned by FastCall to use the number in FastCall. If you have existing numbers in Twilio you will need to ask Twilio to move these numbers to the FastCall subaccount.

TIP: if you plan to port a number from another carrier to Twilio you may want to verify that your current carrier will release the number.