Every missed call is a missed opportunity:

  1. Responding to inbound leads is the fastest way to lift sales and improve customer service. It’s an easy win.
  2. Inbound calls pop with a link to the Salesforce record
  3. Three different views: Salesforce Classic, Console or Lightning
  4. Calls can optionally be recorded
  5. Route calls to the Fastcall softphone, an existing office phone
  6. Overflow from one phone to another, or simuring phones at once
  7. Listen-in to active calls
  8. Transfer calls to other Fastcall users, to an ACD group of users or to any Salesforce user
  9. Log calls to Cases or Opportunities
  10. Send an SMS messaging to reply to a missed call

Clients often ask our advice on building their sales team and the best time to use FastCall. Sometimes we hear “let us get our team hired and trained, then we can use Fastcall.” The BEST time to have Fastcall is during new hire on ramp. Logging, scoring and recording calls are great tools used to train a new team. We advise not to train the wrong way to do something, with the intention to add the right tool later. Fastcall wants you to give your new hires the best tools on Day 1. Let your users taste success.

PROCESS:
  1. Fastcall inbound phone numbers can be used as caller ID and, of course, receive inbound calls.
  2. Calls can be received on the Fastcall softphone, routed to a user’s office phone and/or a user’s mobile phone.
  3. When Fastcall receives a call from a given number (caller ID), we will search for a match. We automatically related to the call or give an option to create a new lead.

When searching inbound calls, 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 user’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 feedback) the relationship is added to Fastcall custom lookup table. See here for more information on popping an inbound call in the softphone.

Fastcall inbound phones assigned to single users support 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. Fastcall also includes interactive voice response (IVR) automatic call distribution, recorded greetings, multiple numbers per user, call transfer and listen-in.

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.

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. Your inbound provisioned Twilio numbers can be used as caller ID but you must enable the setting.

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.

BEST PRACTICE: You should have no orphaned Tasks related to inbound calls.

 

 

YOU MAY BE INTERESTED ON:

HOW TO CUSTOMIZE THE SALESFORCE SOFTPHONE FOR INBOUND

PROVISION INBOUND PHONES

INBOUND AUTOMATIC CALL DISTRIBUTION

INTERACTIVE VOICE RESPONSE

CALL RECORDING

HOW TO TRIAGE ABANDONED CALLS

LISTEN-IN

CALL TRANSFER

FASTCALL IN LIGHTNING