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The Fastcall Softphone lets you make and receive calls directly from Salesforce using your computer’s internet connection. Instead of relying on a desk phone or personal mobile device, you can manage calls through your browser while keeping your customer communication connected to your Salesforce workflow.
With a compatible browser (Chrome is the preferred option) and a quality headset, you can get started without installing additional softphone software.
Open the Fastcall widget and click the Settings icon to access your calling preferences. Go to Call Device and select Fastcall Softphone as your outbound calling device.
Depending on your administrator’s configuration, you may also have other options, such as an office phone or mobile phone. If you want your users to see only the Softphone option, you can remove the other device options under Admin Settings > Devices.
Selecting Softphone for outbound calls does not automatically route incoming calls to your browser. Your inbound call settings must be configured separately to receive calls through the Softphone.
Allow Microphone Access
The first time you make a call, your browser may ask for permission to access your microphone. Allow access so the Softphone can connect your audio.
If you previously denied permission or changed your browser settings, check your browser’s site permissions and make sure microphone access is enabled.
You will also notice that once a call is in progress in Chrome, a small red dot will illuminate when you are connected. If, for whatever reason, the connection was not made, there is no red dot. Try again.
Check Your Audio and Internet Connection
Ideally, your users are on a good wired Internet connection. Softphone + Wi-Fi aren’t always great together. The computer (MAC or PC) needs to have resources available (RAM, etc.). If the computer is generally slow and buggy, the call will be too. Lastly, a wired headset may be better than Bluetooth, and noise-canceling is best.
Softphones use the browser to communicate. Your browser must meet the minimum standards Twilio provides here. The best option is the latest version of Chrome. The softphone will not work well in IE or Safari. Be mindful of open tabs in Chrome, which will reduce available RAM and degrade call quality.
We also provide a link in the Fastcall widget in the upper-left menu to test the internet connection.
For the best calling experience, we recommend:
- Browser: Use the latest version of Google Chrome.
- Headset: Use a quality USB headset with a microphone and noise cancellation.
- Internet connection: Use a stable, reliable connection. A wired connection is preferable when available.
- Computer performance: Close unnecessary applications and browser tabs if your computer is running slowly or experiencing audio issues.
Call quality depends on your network, browser, computer resources, and audio equipment.
If you have network requirements – particularly with a home user on a residential router – keep in mind that these will be outside the scope of Fastcall support.
Call Quality
Fastcall includes a call-quality indicator that helps you identify potential connection issues during a call. Depending on the connection status, the indicator can show whether call quality is good or whether network problems may be affecting the conversation.
This feature requires Twilio Voice Insights to be enabled on the connected Twilio subaccount. Contact Fastcall or Twilio Support to request activation if it is not already enabled.
Adjust Audio Settings
Fastcall provides advanced audio settings to help optimize your calling experience. Depending on your configuration, these may include:
- Microphone gain control
- Echo cancellation
- Noise suppression
Access these options through the Fastcall widget’s settings. If you experience audio issues, review these settings along with your headset, browser permissions, and network connection.
