With FastCall you can review live calls in “Listen in” mode – or a manager can join an in-progress call as a participant. When in the call conference mode, the call can be released for a transfer, or the caller can stay on the line for a 3-way conference. Listen-in and call transfer are handled in a similar way so we discuss them together.
Calls can also be recorded for later review.
As a sales manager, if you wish to join an in-progress call to “listen in,” FastCall enables this from the user panel under the FastCall admin tab. The manager can join an in-progress call on mute. With listen in, FastCall does not support a whisper or barge.
Alternatively, the sales manager can be invited by the user to join a call with full audio. The user would select the manager to join the in-progress call using the call transfer option. If the user drops from the call, this would be a call transfer. When the user stays on the call, FastCall maintains a 3-way call.
Listen in and call transfer are upgraded features found in the Sales+ Edition of FastCall.
FastCall uses a 3-way conference call to enable call transfer and listen-in. When using a conference call, the call is set up a bit differently. For one we use hold music, or silence. There is no ringing when using a 3-way conference call..
A FastCall user can can also invite another user to join a call from the FastCall widget, and in this case the user is a participant with full audio.
With call transfer, FastCall uses a three leg call (there are three parties even when the transferring leg is dropped.) Call transfer uses a conference call. So the call is handled differently Same as “listen-in” – three legs on the call.
When a call is transferred the user can introduce the caller (warm) or just transfer and hand up (cold.)
- Add user in conference lists all available FastCall users.
- You pick the user, then you pick the phone numbers available for the user.
- The parties are conferenced together. You can stay on the call for a 3-way.
- Or, drop to transfer the call.
Note: Calls can only be transferred to a hard phone (office, mobile, etc); we are not able to transfer a call to the FastCall softphone.
We give two options for the caller ID presented when a call is transferred. In order to show the caller ID of the originating caller, Twilio needs to enable a setting for you. By default, the caller ID used is the user who transferred the call. Of course caller ID is dependant on the caller.
IMPORTANT if you are using FastCall outside the US you may need to ask Twilio to enable global conferencing on your primary account and the FastCall connected subaccount. See here for details.