Once FastCall is installed by your Salesforce admin, you will find the FastCall menu in the upper right corner of Salesforce where your other installed Salesforce apps can be found.
In the tabs along the top, you will find FastCall settings. We have standard users and admins (each controlled by a Salesforce permission set that your admin can access.) As a standard user, you will only see “My Settings”
The first is named “Widget Settings” and these are the same settings you will find in the FastCall widget: status, extension, country code and call recording. Status and extension are used for inbound call routing; country codes are for international users.
You will also find settings in the FastCall widget under the gear icon in the header. Settings in the widget also show your phones and caller ID. I am getting to that next.
Back in Salesforce in the Fastcall application under My Settings then Devices, you set personal phones – these are used for click-to-call or to receive inbound calls. If you have an office and or mobile number on your Salesforce user record, FastCall will add these phones for you. Look for the tab named “other devices” this is where you can add more hard phones. A mobile, home phone, conference room phone; like that. Hard phones that you own.
These phones are used for outbound click to call. We dial you on your office phone first, then the salesforce record. If you are using the FastCall softphone, you do not need these hard phones. The softphone is where you plug your headset into the computer skipping the hard phone. Hardphone / softphone.
OK. The hard phones can also be used to receive inbound calls. We named these call receivers. If you are using Fastcall for inbound calls, then you set the call receivers next. I will go over over the specifics on inbound call routing later.
As a FastCall user you will either set your own personal caller ID, or use a caller ID assigned by your Salesforce admin. For example, you can place calls using your office phone and show your mobile as the caller ID. Or, you can place calls using your mobile phone and show your office caller ID. Cool, huh?
These caller IDs are either phones you own and can verify, or the caller ID is a FastCall phone assigned to you by your admin. But I will get to those phones next. BTW, our developers named the phones you own “calling devices” just to differentiate. Not a great name, but it stuck. If these calling devices are to be used as caller ID they must be verified in FastCall.
In the Phones tab you will manage the phone numbers you want to use as caller ID. Click the button “Verify New Phone Number”. You will be shown a verification number and will receive an automated call on the phone number provided. Answer the call and enter the verification code. These validated caller IDs will be available in a drop down in the FastCall widget.
- Enter a name and the phone number to use as caller ID, and click on verify.
- You can validate multiple caller IDs; and these will appear in a drop-down in the FastCall widget.
- You’ll receive a call on the phone number you set. When requested, enter the verification code.
Note: Your may share caller ID with your team and not have a personal caller ID. FastCall requires either a default caller ID shared with a group or a user caller ID. Calls cannot be made without at least one number as caller ID.
Also under the phone numbers tab you may see numbers listed as “provisioned phone” and these numbers can be used as caller ID. These are phones assigned to you by your Salesforce admin that will be setup for inbound call routing use the next tab. Note: A phone number must be assigned to you by your admin first.
Once a phone number is assigned to you by the admin, you can set the phones used to receive inbound calls, and the ring time for each. You do this under inbound routing, the tab above.
FastCall supports “simulring” where more than one phone rings at a time. This will allow you to ring the softphone and your mobile, for example. You will answer the call in the most convenient phone.
Under Automated Messages you manage your voicemail messages for your inbound number, and the voicemail messages used by the outbound voicemail drop.
NOTE: In some edge cases, when using a mobile phone with click-to-call you may have to set a caller ID that is different than your mobile phone number. We give that option when needed.
The next tab is recorded messages used for inbound voicemail and outbound voicemail drop.
- To record a new message, the user names the message and chooses the phone number to receive an automated phone call. Click Record & Add
- After receiving a call, record the message at the tone.
- You recorded messages are listed in this tab. You may also find recording assigned to you by your admin.
- If you are using the optional voicemail drop, the messages will be available in the FastCall widget.
How does the Fastcall voicemail drop work?
When a call reaches a prospect’s answering machine or voicemail, you listen to the voicemail greeting then for the beep. After the beep, you click the voicemail message in the FastCall widger and the recorded file will play onto the prospect’s voicemail system. The recorded message will sound just like the message recorded above!
Before we talk about how to dial and outbound call, then optionally receive an inbound call, I just want to quickly give some more info on phones.
- Call Logger: Fastcall has a call logger – the clipboard – where you use your existing phone to dial and FastCall to log the call. Duration starts when you click the phone icon and stops when you chose the call result. FastCall will capture call duration and allow you to create a Task, with call results, notes and more, but the call logger does not dial the call. You use this for testing, or maybe a conf call where you are on another phone but still want to log the call.
- Click-to-Call: The click-to-call mode works along with your existing phone – whether a landline or mobile. In click-to-call mode, FastCall will dial your phone first (office or mobile), then call the Salesforce record. Your phone numbers are taken from the Salesforce User record or added by you on the FastCall User tab. For example, if you need a 2nd office number or want to add a phone number for the conference room, you do so with your FastCall user settings.
- Softphone: Using the FastCall softphone the application dials the record and you will immediately hear ringing in your browser. In Chrome – the preferred browser for the softphone – you will see a red dot illuminated in the browser tab. Calls will show as connected. The softphone option (headset icon) is great for offices without an existing “hard” phone. With a softphone you use your computer and a headset to make calls. Note: The softphone requires a strong, preferably wired, Internet connection and a quality headset. The softphone typically replaces your phone hardware. When using the softphone you may not edit the browser session if you are outside Salesforce Console. This is the case for all Salesforce Open CTI apps.
- Caller ID: Once the softphone or a phone for click-to-call is selected, you pick the caller ID under the settings (gear icon.) Clicking to reveal the list. Keep in mind that you may share the same default caller ID with all users on your team. FastCall will remember your choices for phone or caller ID. You may want to control the outgoing caller ID. Example, 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. You can also use the caller IDs of different offices (NY, Chicago, San Francisco, London, etc.) These could be your own existing phone numbers or your admin used FastCall to provision new phone numbers and assign them to you.
You should be able to see the FastCall widget in the left sidebar on any Salesforce page with a phone number. In Sales Console you will find FastCall in the footer.
To get started click any phone number on any Salesforce object, FastCall will use the phone and caller ID you picked under settings.
Keep in mind that you may share the same default caller ID with all users on your team. FastCall will remember your choices. You may want to control the outgoing caller ID. Example, 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. You can also use the caller IDs of different offices (NY, Chicago, San Francisco, London, etc.) These could be your own existing phone numbers or your admin can use FastCall to provision new phone numbers and assign them to you.
- Start Your Call: Click the phone icon next to the phone number and your call will start. FastCall dials you first on the selected phone.If using the softphone you will immediately hear ringing in your browser.
In Chrome – the preferred browser for the softphone – you will see a red dot illuminated in the browser tab. Calls will show as connected. When using the softphone you may not edit the browser session if you are outside Salesforce Console. This is the case for all Salesforce Open CTI apps.
- Call Stages: You will see the call go through five stages from start to finish: Available, Starting, Connecting, Connected, Call Finished. The icons represent mute, the conference call used with call transfer, call recording, and the keypad.
- End Your Call: End your call either by picking a call result from the dropdown – or using the end call (hang up) button. You admin will setup these call termination options. When you end the call you are creating a closed Task in Salesforce.
- Options to Create Salesforce Task: Inside the widget you will see that you can add notes to the call. You may also be able to edit the Task subject and set other options as selected by your admin. These are optional and setup by your org admin. You can use FastCall to create a future, open Task for example “call in one week.”
- Task in Salesforce: After ending a call, a closed Task record is created for the call with call duration, call result, notes and more. The call results used in the drop down are set-up by your admin.
We have a demo video for inbound call routing here.
- When receiving a call using the FastCall softphone, you will hear ringing in your browser and will see the option to answer the call in the widget.
- When you answer, you have the option to either add a new lead or relate the caller to an existing Salesforce record. FastCall searches by caller ID.
- Once the call is related to an existing record, or a new lead is created, FastCall will create the Task as an inbound call.
- Your inbound call routing options are set in your Users tab. You can setup roll over to dial one phone after the other (two phones.) – or you can use simulring to dial two phones at the same time.
- Inbound calls can be recorded with an optional disclosure
- Voicemail – also optional – can be setup and the Task created will have a checkbox indicating the recording is a voicemail.
NOTE: When the inbound call is matched by caller ID, the detail record will pop in the FastCall widget.
VERY IMPORTANT: FastCall will only ring the softphone and pop the matching record if you are logged into Salesforce and on a page containing the FastCall widget. For example, if you are reading a report (a page with no FastCall widget) the softphone will not ring in Salesforce. If you want to use the softphone only and inbound call routing, you will need to keep a Salesforce tab open at all times.
- Recording can be set On/Off for each call. Note: Call recording may also be disabled in the Admin Settings Tab.
- Call recording URL is stored on the Task record. It’s an MP3 file stored outside of Salesforce.
- If not already present, you should add the Call Recording field to the Activity History related list. Read here for more details.
- Recorded calls can be deleted from the Task object using the custom button “Delete”
- Calls can also be deleted in bulk by the admin under the FastCall Admin Settings / Telecom. This cannot be undone.