Installation Guide FastCall is installed from the Salesforce AppExchange; and as a native app, the entire application will be installed in your Salesforce org.
It is very important that you read through all of these steps. It is unlikely you will be able to setup FastCall without these instructions. Contact us for help or discuss your setup options.
Initial setup and testing should take 10-15 minutes. In steps 4-7 you will have the option to connect Twilio and setup FastCall for outbound dialing. These steps should take another 30-45 minutes. Once Twilio is connected you will have access to the FastCall softphone and/or your office phone used for click-to-call. Setup for inbound call routing - which is optional of course - may take another 30-45 mins.Depending on your Salesforce skills, the complexity of your org, the size of your team; and your specific use of FastCall, setup will take from 15 minutes to a few hours. Enterprise Edition or above is required to connect Twilio and you must have a minimum of 2 licenses.
Salesforce only allows users with admin rights to install an application from the AppExchange. The installing admin is automatically given a FastCall license. FastCall is not designed to be setup by a Standard User in Salesforce. And if you need to grant support access to FastCall for help, this must be done by your admin. NOTE: The default phone setting in FastCall is our call logger; the clipboard icon. This setting will not dial and is used for testing. FastCall should easily create a closed Task with call duration, call results, call type, call count, notes and much more all from our lightweight, easy-to use widget. Call Score - a FastCall custom object which you will add in a few steps - gives you call count; total and average call duration; days since first and last call; calls this week, month, year and much more. Our easy-to-use add-on to Salesforce is designed to give your team a deeper view into their phone activity. Once you have tested FastCall's ability to create a Salesforce Task in your org, you can remove the call logging setting (clipboard) so that your users will not see it.
In order to dial and control your phone calls, you have the option to connect Twilio to FastCall (via Oauth.) Twilio is a web service used by FastCall to enable dialing and phone call control. Connecting Twilio is optional and allows you to dial either with your existing phone (click-to-call); or using our softphone (calling using only your browser and a headset.) Twilio is also required for inbound call routing. Twilio settings are managed in the Telecom Settings tab in the FastCall application; phone numbers are provisioned and managed in the Phone tab. FastCall TIP !! If you are planning to connect Twilio, please give the call logger a few tries. We want you to be delighted with how FastCall logs and scores calls. FastCall Installation Video Part 1 - Setup the base Call Logger. Steps 1-3 FastCall Installation Video Part 2 - Connecting Twilio. Steps 4-7One last point before you get started: this guide describes how to setup and test FastCall for the installing admin and for outbound calls only. Once basic setup is complete and you have tested a few outbound calls, additional steps such as adding users, editing specfic features, provisioning inbound phone numbers etc. are discussed on specific FastCall pages as referenced within this guide. This page will guide the installing admin through basic setup and outbound dialing.
- From the AppExchange click Get It Now. Enter the credentials of the org where you want to install the package (sandbox or production) After login, click Continue.
- Twilio is not required to use the application in the call logger mode, however you must approve third-party access to Twilio at this step. Click Continue.
Note: If you are adding Twilio and are in a Salesforce production org, you must have at least 2 licenses. You must also be in an Enterprise Edition of Salesforce or above. See steps #4 and #6. If you did not already add a 2nd license you do so back in the AppExchange. User licenses are not required in a sandbox or development org. FastCall Setup Guide Part 1 (March 2015) from Richard Rosen on Vimeo.Assign Licenses, Permission Sets and FastCall Call Center
If setting up FastCall as a call logger only, setup will take 10-15 minutes. Easy!
- Approve Package API Access, click on Next.
- Choose the User Profiles that should be allowed to use the application (System Administrators, All Users, or enable/disable the app for each profile.) You will assign Salesforce profiles later in the setup. When done, click Next.
- Install Package. There is a 7-day trial by default in your Production org. Your credit card is automatically charged after the 7-day trial if the subscription is not cancelled. FastCall is a Salesforce-native application, and we use Salesforce Checkout for billing. The subscription will be managed by you entirely in the AppExchange. The trial is unlimited in your sandbox and you do not have to add a credit card in a sandbox. 100% of the install is managed by Salesforce and Salesforce may tell you to wait for the install to complete. You will receive an email confirming the install. FastCall is also notified. To connect Twilio, you will need a minimum of two licenses, and FastCall does have a user minimum after the trial.
- Salesforce Profiles: The FastCall Application has two primary tabs: FastCall Admin Settings and FastCall User Settings. You should check that the visibility of the FastCall Admin Settings tab is hidden for standard users in the Salesforce Profile, as the FastCall Admin Settings affect the org-wide configuration.
Three simple steps: Add the FastCall Call Center file to the user record; add the FastCall Permission Set and give the user a FastCall license.
Customize Page Layouts
In the previous steps you added FastCall to your Salesforce sidebar (via Open CTI). In this section you will customize your page layouts. FastCall will log a Task on any Salesforce record with a phone number. You can edit the Task Related List to show FastCall fields and you can also add our Call Score related list to the Page Layout. For more info on editing Salesforce page layouts, check here.
- To start go to the Salesforce Setup menu (upper right of the Salesforce page) and search in the left search box for "call center" click FastCall, then manage users to chose the users who will be using our app. FastCall uses Salesforce OpenCTI. In this step you are telling Salesforce to add FastCall to the user record.
- Next, assign the FastCall Permission Sets to your users (advanced: you can give access to your user's Salesforce profile as described here.)
- In a production org (but not in a sbox or a dev org) assign licenses to the Salesforce users who will need access to FastCall. The installing Salesforce admin is given a licenses by default. In your Salesforce Setup menu, search packages, click the Manage Licenses link next to the FastCall package and use the Add Users button to grant access to new users. You can also assign licenses via the Salesforce User record on the managed packages related list using the Assign Licenses button. NOTE: Only using FastCall to log calls? You stop here. At this point you can test the base call logger. If connecting to Twilio, see the steps below.
- After the initial installation of our paid application, additional licenses can be purchased under MyAccount in the Salesforce AppExchange.
4 - Setup Force.com Site (required if connecting Twilio)
Connecting Twilio to FastCall gets a bit more involved. These steps will help you and there is a video below. FastCall is a Salesforce native app and is 100% integrated in Salesforce. More integration = more setup (no integration = no setup.) You may invest 30-60 minutes to setup FastCall at this step. Your users will save many times this each month. Rather have FastCall do this for you? No problem. Just email us.
- Go to Setup -> Customize -> Leads -> Page Layouts. Click on Edit for the layout you want to modify. You can also use Edit Layout on the Salesforce record. Note page layouts are assigned by Profile so you may need to lookup the layout used by the profile of your FastCall users.
- Select Related Lists from the toolbox at the top of the page then drag Call Score on the page layout. Click on the wrench icon to customize the fields shown on the related list. Add the FastCall fields that you want to view. You might want call count, call score, total and average call duration; days from creation to first call; days from first and last call; days from last presentation. Click OK and Save. Learn more.
- Repeat this same procedure for Contact & Account layouts.
- Last, you want to add FastCall custom fields to your Task page layout. The FastCall widget will give you both native and custom fields. Add the fields that will be used by your team.
- BONUS: Any Salesforce picklist on task - native or custom - can be added to the FastCall widget. You add these fields in the 2nd tab of the FastCall application "Call Score."
Enterprise Edition or above is required to provision a Salesforce Site and add Twilio; and you must have a minimum of 2 licenses. You do not need to provision a Salesforce Sites when using FastCall as a "call logger." Not sure? You can watch our user training video to see the different options.
More image of steps 1-4:Step 1 Step 2 Step 3 Step 4 FastCall Setup Guide Step 4 (Feb 2015) from Richard Rosen on Vimeo.
5 - Connect with Twilio (required to dial, drop voicemail, control caller ID, and/or record calls)
- Go to Setup and search "Sites" (Build -> Develop -> Sites.) If you haven't done so already, you must set a domain for your Salesforce organization. FastCall uses Salesforce Sites to pass call instructions to Twilio. Learn more.
- Click New to create a new Site. Enter any name - we use FastCall in the example - check the Active field, select InMaintenance as the Active Site Home Page, and click Save. Learn more.
- On the section Site Visualforce Pages click Edit, and move the FastCall.WebApplication page into the Enabled Visualforce Pages list. Then click Save. Learn more.
- Under Custom URLs, Click View, then copy the secure web address (https) from the site details. Note: the page will say "down for maintenance" that's OK. You may see one or two URLs, you want the secure address. Will look like this: yourdomain.secure.force.com. Copy the URL of this page to your clipboard.
- From the Salesforce application drop down (top-right of the page), select the FastCall application. Go to the FastCall Admin Settings tab, then the Telecom tab. Enter the secure URL you copied on the previous step on the Public Site URL field. Then click to save your changes. The Site you create is how FastCall passes call instructions to Twilio. /li>
- Next, go back to your Site and click the Site label (FastCall in our example). Then click Public Access Settings (#1) and then on View Users (#2). You'll see the Site Guest User (#3); click and locate the Managed Packages related list at the bottom (#4). Assign the Site Guest User a license (required.) A license has to be assigned to the Force.com Site Guest User. Example: If you have 5 users, you will need 6 licenses. This is not required when using FastCall as a logger and not required in a sbox.
NOTE: You will see your connected account SID in FastCall - this is the account that is associated with FastCall within Twilio. This is not your parent Twilio account.
- Connect with Twilio: Go to the FastCall Admin Settings tab, and then to the Telecom tab. On the section Connect with Twilio, click the Connect button.
- Login or Signup with Twilio: You will be taken to the Twilio web site. If you already have a Twilio account, click on the Sign in link at the top right. Otherwise, enter the requested details and click on Authorize to create a new Twilio account. In both cases, you'll be redirected back to your Salesforce org and a confirmation message will be shown.
- OPTIONAL: In order to route inbound calls with Fastcall, your phone numbers must be controlled by Twilio. You will need to provision net new numbers and do so within the FastCall application only.
Your phone setup must happen in FastCall. Any existing phone numbers in Twilio are not carried over to the connected FastCall application. You may port existing phones numbers to Twilio. You will need to ask Twilio to move these numbers to the FastCall connected account; not your parent Twilio account. If adding new numbers, the phone numbers must be provisioned by FastCall to use the number in FastCall. Note: If you're dialing to/from phone numbers outside of the US or Canada, you will need to enable international dialing on your Twilio account. See here for more info on international dialing.FastCall Setup Guide Step 5 (March 2015) from Richard Rosen on Vimeo.6 - Verify Caller ID
After connecting Twilio, you will validate one or more phones to be used for caller ID and/or provision new phone numbers for inbound call routing. Your inbound Twilio number can also be used as caller ID. IMPORTANT: You cannot dial without validating a caller ID with Twilio, or using a Twilio phone as caller ID (see the next step).To start, under Admin Settings, inside the Phone Number tab you will see a one-time option to sync FastCall with your Twilio account. You sync Twilio after the first install. There are four subtabs under Phone Numbers: Caller ID, User Phones, Inbound Phones and Inbound Call Distribution. Here is a video demo of the phone number management tab.To verify a caller ID, go to the Caller ID subtab, then click “Verify New Caller ID” - box #1 in the image below. Enter your phone number and give it an optional name, then validate. You will be shown a 6 digit verification number and will receive an automated call from Twilio on the phone number you provided. Answer the call and enter the verification code.When verifying phone numbers you will be shown two options:
The default caller ID is used by all users. Users may set a personal caller ID on the user tab.
- assign the phone number to a user to be used as a personal caller ID
- set the number as an org default caller ID
There are two ways to do this: your users validate individual phone numbers under FastCall User Settings, or you validate the numbers for them in the Admin section. If you are going to use Twilio to provision personal inbound phone numbers in the next step, these numbers can be used as caller ID and do not have to be verified. In the User Phones tab you can add phones used for click to call (office, mobile, etc.) Users can also add phones in their User Settings tab. If you will not use FastCall to route inbound calls, you stop here and move to the next section in setup.To provision your inbound Twilio phone numbers, you will use the subtab labeled “Inbound Numbers” as described in the next section.In the FastCall User Tab - which should be accessible to your users - FastCall users have 4 sub tabs where they control FastCall user settings. (These are up one level, not in the Admin settings tab.)
IMPORTANT You can setup a purchased number to act as an org default caller ID. An "org assigned" number can be used with automatic call distribution (ACD) where calls are distributed round robin to your users. The ACD is required with BeLocal, the FastCall application that uses a local area code as caller ID. Please contact us to discuss either of these advanced features.FastCall Setup Guide Step 6 (March 2015) from Richard Rosen on Vimeo.7 - Provision Inbound Phones' icon_select='yes' icon='ue854' font='entypo-fontello']
To provision your inbound Twilio phone numbers, you will use the subtab labeled “Inbound Numbers.” Once you use FastCall to purchase the Twilio phone number - and this must be done inside the FastCall app - you will be given two options to use the numbers. “User Inbound” are numbers that will be assigned to a user. In the current release of FastCall inbound call routing we are enabling one (1) phone number per user.After your phone numbers are provisioned and assigned to your users under the admin tab, your users will setup their personal routing options for the newly assigned inbound phone numbers under the FastCall User Tab. The inbound phone number will not connect until the user sets the personal routing options.
- My Caller IDs - Users verify personal caller IDs. Same steps as above, but on the Users tab
- My Phones - “hardware” phones used for click-to-call. We take any user phones from the Salesforce user record (office, mobile) Addtl phones can be added to “My Phones” as needed (office 2, conf room, etc)
- My Inbound – once the inbound number is assigned to the user by the admin, the user can set the ring time for inbound calls and can assign one phone to answer the inbound call. FastCall will add options for multiple phones with roll over between each in a pending paid upgrade. <strong? NOTE: Your inbound phone numbers will not connect until your users complete the setup under the User tab.
- My Settings – Country code and voicemail drop are set here. We have posts on international dialing, and on setting up the voicemail drop.
NOTE: You will only see purchased Twilio phone numbers if the numbers are associated with the FastCall connected account. You cannot provision numbers directly with Twilio.
NOTE: FastCall needs User Permission Sets to look for users for inbound phone number assignment. If you have 5 users with a FastCall permission set, you will see those five users listed. If you skipped permission set assignment, no user can be assigned an inbound phone for routing.
See this page for important information on advanced settings for the softphone for inbound call routing. Your users can manage their inbound numbers in the FastCall User Tab under My Inbound Once the inbound number is assigned to the user by the admin, the user can set the ring time for inbound calls and can assign one phone to answer the inbound call. FastCall will add options for multiple phones with roll over between each in a pending paid upgrade. NOTE: Your inbound phone numbers will not connect until your users complete the setup under the User tab.Under My Settings users can set country code and voicemail drop. We have posts on international dialing, and on setting up the voicemail drop.IMPORTANT You can setup a purchased number to act as an org default caller ID. An "org assigned" number can be used with automatic call distribution (ACD) where calls are distributed round robin to your users. The ACD is required with BeLocal, the FastCall application that uses a local area code as caller ID. Please contact us to discuss either of these advanced features.FastCall Setup Guide Step 6 (March 2015) from Richard Rosen on Vimeo.FastCall has a User Tab under Admin Settings and a User Settings Tab for your users. We suggest access to the FastCall Admin tab be limited to Salesforce Admin profiles.On the Admin / User Tab, you will gain visibility into users on an active call, available or logged out. When a user is on an active call, the admin can link to the call details. You will also see a user status option in the FastCall widget. If the user sets her status to “busy” for example, she will not receive an inbound call. These features are tied to the ACD described in step 6 above.Once FastCall is setup following steps 1-6 above, your users will go to the FastCall User Settings tab and see options that are editable for the user.Starting with My Caller IDs - as described above in Step 6 - your users will enter their office and/or mobile phone numbers and click Validate. Users validate individual phone numbers to be used as personal caller IDs. FastCall does not require a default caller ID if you set user caller IDs on this tab.Users 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. Users can validate multiple caller ID numbers and these will be available in a drop down in the FastCall widget. NOTE: In some edge cases, when using a mobile phone with click-to-call the user may have to set a caller ID that is different than the mobile phone number. We give that option when needed. Users set personal phones used for click-to-call only. If no phone number is assigned to the user by the admin this message will be shown. Once a phone number is assigned to the user by the admin, the user can set the phone used to receive the inbound call, and the ring time.
If you are using the FastCall softphone and routing inbound calls, then you will want to customize the Salesforce softphone with your search preferences. This is discussed up in Step 2 and also here.NOTE: When the inbound call is matched by caller ID, the detail record will pop in a new tab. The call will be logged in the tab you are working in. You may need to update your pop-up blocker to allow the page.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 call center file (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.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. Last, you will see options for a user country code and voicemail drop.FastCall Setup Guide Step 7 (March 2015) from Richard Rosen on Vimeo.9 - Next Steps and Advanced Setup' icon_select='yes' icon='ue8a8' font='entypo-fontello']
- Our user guide is here.
- How to add a Workflow Rule to a FastCall call result.
- Here are some tips for using the FastCall softphone.
- If you are using FastCall outside the US or Canada, check some additional steps here.
- Tips on call recording in FastCall.
- Steps for adding FastCall in Sales Console are here.
- BeLocal: (Available in the Sales+ Edition) Assigns a caller ID based on the area code of the number dialed. Typically used when calling SMBs or consumers, BeLocal can be a valuable addition to your phone sales tool box. Please contact us for details on setting up BeLocal.
- How to grant access to your Salesforce org.
- Set-up Checklist: We have a checklist outlining common issues.