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Fastcall call transfer

You can transfer your call or invite another caller to an in-progress call as a participant using Fastcall call transfer. Release the call for a transfer, or stay on the line for a 3-way conference.

A warm introduction is when a call is transferred to the second user with a greeting “hello I have a call for you.” A cold transfer just sends the call and hangs up.

FASTCALL CALL TRANSFER IN THE WIDGET

You will find the call transfer settings in the left sidebar of the widget. Fastcall lists the advanced options together: call transfer; voicemail drop; log a call to opportunity or case. The sidebar must be revealed for these options in Salesforce classic. The sidebar is fixed in Lighting.


There are three options when transferring a call as you can see in the image above.

  • Fastcall Users: lists all available Fastcall users and transfers your call to the defined inbound call route for that user; just as the user would receive an inbound call. A transferred call can be sent to a Fastcall user with simulring or overflow, for example. The receiving user must have an inbound route setup.
  • Non-Fastcall users: these are all other Salesforce users. Fastcall will present the phones listed in the Salesforce user record. These users cannot answer on the Fastcall softphone.
  • Groups: will transfer the call to a Fastcall group as defined in the IVR setup. For example, transfer to support.

FASTCALL CALL TRANSFER ADMIN SETTINGS

Call transfer and listen-in can be set for inbound and outbound calls separately. We give the option to set the conference call for individual users or groups. We give options for the music to be played in the conference call. We do not recommend silence (no music) when enabling a conference call for inbound calls unless using a recorded greeting.

Fastcall uses a 3-way conference call to enable both call transfer and listen-in. When using a conference call, the call is set up a bit differently. For one we use hold music, silence or a ringtone. These settings must be enabled in Fastcall call transfer setings.

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.

REPORTING FOR TRANSFERRED CALLS

Let’s transfer the topic to reporting. By default, Fastcall will create a native Salesforce Task for each call. Fastcall also gives four custom objects in our package: calls, connections, connection attempts, and voicemail. While a standard call has one connection, a transferred call can have multiple connections. For inbound calls routing through the IVR and transferred using our ACD, there can be many attempts. Our data model and custom objects will report this. User1 can answer and log a call then transfer to User2. This second call (if answered in Fastcall) can also be logged with a different call result, notes, etc.

Notice how one call with a transfer has two connections.
Notice how one call with a transfer has two connections.

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 sub account. See here for details.

Call transfer is an upgraded feature found in the Sales+ Edition of Fastcall.