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.
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.
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.
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.
With FastCall inbound call tracking, your calls and logged and scored in Salesforce. FastCall keeps a list of recent inbound calls in the Salesforce-native, Open CTI component.
Advantages of FastCall inbound routing include:
- When a FastCall number is used as caller ID, inbound calls can be routed directly to the sales team (vs using the main company number as caller ID)
- Receive calls on the FastCall softphone, mobile or office phone
- Inbound calls overflow (rollover) to user’s mobile phone, office or call center
- Simulring dials two phones at once
- Salesforce native reports easily surface calls received, answered and missed
- Voicemail is reported in Salesforce for easy follow-up
- Inbound calls “pop” in Salesforce for immediate response
- Inbound calls can be recorded with an optional disclosure
- Missed call notification
- City, State and/or Country of the incoming call
- Round robin routing to next available user or simulring to all users
- Interactive voice response
- Assign multiple numbers per user
- Call transfer
- Live “listen in” of an active call
- Routing by office, or team
- Time-based routing
- Directory of users
- Menu of departments
- Call routing to lead owner (coming soon)
FastCall uses a 3-way conference call for listen-in and call transfer. The settings for listen in and/or transfer must be enabled so each call will start as a conference call. We give these options for inbound and outbound calls separately. With Listen in and transfer there are 3 parties on a call. And while the conference call used here enables more sophisticated call handling, the trade off is more overhead when communicating w Twilio.
Simulring is not available when the option for call transfer or listen-in are enabled. Simulring cannot be used in a 3-way call.
On last note: answering a call on a mobile vs the softphone gives a different notification in the widget. With the softphone, we are notifying the widget of the call in real time as the call is ringing. With the mobile, notification cannot be sent until a call is answered.