Before You Get Started

 

It is very important that you read through all of these steps. It is unlikely you will be able to setup FastCall without these instructions. Contact us for help or discuss your setup options.

 

FastCall setup will take from 15 minutes to a few hours. Your Salesforce skills, complexity of your org, size of your team; and your specific use of FastCall will control actual setup time.

  • 10-15 minutes – Initial setup and testing.
  • 30-45 minutes – Connect Twilio and setup FastCall for outbound dialing.
  • 30-45 minutes – Optional setup for inbound call routing.

 

The FastCall Base Edition is installed from the AppExchange. We expect subscribers to setup and test this base version. There is an optional upgrade that can be enabled by FastCall support after the package is installed and tested. Features that will be available in the Base Edition are listed on our pricing page. Sales+ Edition upgrades will not be available on the initial install.

Other Requirements:

  • Enterprise Edition or above.
  • Twilio is required to dial and control your phone calls.
  • FastCall has a four user minimum. There is a 7-day trial by default. You will not be charged for the four users until after the trial, but application will be blocked if fewer than four licenses are assigned.
  • See our pricing page for additional terms and requirements.
  • Salesforce only allows users with admin rights to install an application from the AppExchange.
  • FastCall is not designed to be setup by a Standard User in Salesforce.
  • And if you need to grant support access to FastCall for help, this must be done by your admin.

 

One last point before you get started: this guide describes how to setup and test FastCall for the installing admin and for outbound calls only. Once basic setup is complete and you have tested a few outbound calls, additional steps such as adding users, editing specfic features, provisioning inbound phone numbers etc. are discussed on specific FastCall pages as referenced within this guide. This page will guide the installing admin through basic setup and testing.

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Install the Package

  1. From the AppExchange click Get It Now. Enter the credentials of the org where you want to install the package (sandbox or production) After login, click Continue. Screen Shot 2016-07-08 at 5.07.42 PM
  2. FastCall gives a 7 day trial by default. You will be required to add a credit card in the AppExchange to install FastCall in a production org. We use Salesforce Checkout for our billing. Of course there is an unlimited trial – with no credit card required – in a sandbox or dev org. There is a four-user minimum in production, if fewer than 4 licences are assigned the application will be blocked. After the 7 day trial the credit card will automatically be charged and the paid subscription starts. Please contact us if you need any changes or have questions before the subscription bills.
  3. Twilio is not required to use the application in the call logger mode, or for initial testing, however you must approve third-party access to Twilio at this step. Click Continue.Screen Shot 2016-07-08 at 5.11.21 PM
  4. Approve Package API Access, click on Next.
  5. Choose the User Profiles that should be allowed to use the application (System Administrators, All Users, or enable/disable the app for each profile.) FastCall manages application rights via Permission Sets which you will assign later in setup. When done, click Next.
  6. Install Package. 100% of the install is managed by Salesforce and Salesforce may tell you to wait for the install to complete. You will receive an email confirming the install. FastCall is also notified.
  7. FastCall application settings are divided into Admin Settings and FastCall User Settings. Visibility of the FastCall Admin Settings are hidden for standard users based on Permission Sets you assign.

 
NOTE: The default phone setting in FastCall is our call logger – the clipboard icon. Our call logger is used for testing; and is used without Twilio to log calls, but not dial.
 

FastCall should easily create a closed Task with call duration, call results, call type, call count, notes and much more all from our lightweight, easy-to use widget. Once you have tested FastCall’s ability to create a Salesforce Task in your org, you can remove the call logging setting (clipboard) so that your users will not see it. If you are planning to connect Twilio, please give the call logger a few tries. We want you to be delighted with how FastCall logs and scores calls.

Note: If you are adding Twilio and are in a Salesforce production org, you must have at least 2 licenses. You must also be in an Enterprise Edition of Salesforce or above. If you did not already add a 2nd license you do so back in the AppExchange. The subscription and free trial will be managed by you entirely in the AppExchange. The trial is unlimited in your sandbox (no credit card required) and user licenses are not required in a sandbox or development org.

 

After your install, FastCall will be found in the Salesforce application menu.

FastCall in the Salesforce Application Menu

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Add FastCall Users “User Panel”

 

For your initial testing, or setting up FastCall as a call logger only, setup will take 10-15 minutes. Easy!

  1. In FastCall under the User panel look for the button to add users. We will search your org for users. If the users should be a FastCall admin, select the option.
  2. FastCall adds our Call Center file to the user record; the FastCall Permission Set and we give the user a FastCall license.
  3. In a production org (but not in a sbox) we assign licenses to the Salesforce users who will need access to FastCall. The installing Salesforce admin is given a licenses by default.
    At this point you can test the base call logger. To connect Twilio, see the steps below.
  4. After the initial installation of our paid application, additional licenses can be purchased underMyAccount in the Salesforce AppExchange.

 

FastCall User Panel

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Customize Page Layouts

 

In the previous steps you added FastCall to your Salesforce sidebar (via Open CTI). In this section you will customize your page layouts. FastCall will log a Task on any Salesforce record with a phone number. You can edit the Task Related List to show FastCall fields and you can also add our Call Score related list to the Page Layout. For more info on editing Salesforce page layouts, check here.

  1. Go to Setup -> Customize -> Leads -> Page Layouts. Click on Edit for the layout you want to modify. You can also use Edit Layout on the Salesforce record. Note page layouts are assigned by Profile so you may need to lookup the layout used by the profile of your FastCall users. Salesforce Edit Page Options
  2. Select Related Lists from the toolbox at the top of the page then drag Call Score on the page layout. Click on the wrench icon to customize the fields shown on the related list. Add the FastCall fields that you want to view. You might want call count, call score, total and average call duration; days from creation to first call; days from first and last call; days from last presentation. Click OK and Save. Learn more. FastCall Call Score and Salesforce Task Related List
  3. Repeat this same procedure for Contact & Account layouts.
  4. Last, you want to add FastCall custom fields to your Task page layout. The FastCall widget will give you both native and custom fields. Add the fields that will be used by your team. FastCall Creates Salesforce Task
  5. BONUS: Any Salesforce picklist on task – native or custom – can be added to the FastCall widget. You add these fields under Call Logging then Task Picklist.

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Setup Force.com Site (required if connecting Twilio)

 

You do not need to provision a Salesforce Sites when using FastCall as a “call logger.” Not sure? You can watch our this video to see the different options.

  1. Go to Salesforce Setup and search “Sites” (Build -> Develop -> Sites.) If you haven’t done so already, you must set a domain for your Salesforce organization. FastCall uses Salesforce Sites to pass call instructions to Twilio. Learn moreScreen Shot 2016-07-08 at 5.22.11 PM
  2. Click New to create a new Site and name it FastCall. Check the Active field, select InMaintenance as the Active Site Home Page, add “fc” to the default web address then Save. Learn more. Salesforce Site Used by FastCall to Communicate with Twilio
  3. On the section Site Visualforce Pages click Edit, and move the FastCall.WebApplication page into the Enabled Visualforce Pages list. Save. Learn more. Screen Shot 2016-07-08 at 5.25.06 PM
  4. You have now created a Salesforce site to be used by FastCall to communicate with Twilio.
  5. Next, you will give the Salesforce Site Guest User a license (this is required by Salesforce.) Go back to your Site and click the Site label “FastCall” then click Public Access Settings (#1); View Users (#2). You’ll see the Site Guest User (#3); click and locate the Managed Packages related list at the bottom (#4). Assign the Site Guest User a  license as required. A license must be assigned to the Force.com Site Guest User but you do not pay for this license. Example: If you have 5 users, you will need 6 licenses. This is not required when using FastCall as a logger and not required in a sbox. Salesforce Site Guest User License
  6. Last step, from the Salesforce application drop down (top-right of Salesforce), select the FastCall application. In the left navigation of FastCall look for VoIP settings, then Force.com Site. The site you just created will be available in a drop down menu. If you have more than one site created for the org, pick the site you just created. Salesforce Site Setup

 

More image of steps 1-4:

Step 1:

Salesforce Site Guest User License
Step 2:

Salesforce Site Guest User License

 

Step 3:

Salesforce Site Guest User License

 

Step 4:

Salesforce Site Guest User License

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FastCall – Connect with Twilio (required to dial, drop voicemail, control caller ID, and/or record calls)

 

In order to dial and control your phone calls, you will connect Twilio to FastCall (via Oauth.) Twilio is a web service used by FastCall to enable dialing and phone call control. Connecting Twilio allows you to dial either with your existing phone (click-to-call); or using our softphone (calling using only your browser and a headset.) Twilio is also required for inbound call routing. Your Twilio settings are managed entirely in FastCall. PLEASE COMPLETE THESE STEPS IN ORDER.

  1. Login or Signup with Twilio directly on the Twilio web site. You need to be logged into Twilio in your browser to go to the next step.
  2. Back in FastCall, under admin settings, then VoIP, Connect with the Twilio account you just created (or logged into.) Click the button to Connect with Twilio. You do not want to create a new Twilio account this way; it is important that you are logged into Twilio first.
  3. NOTE: Once connected, you will see your connected account SID in FastCall – this is the account that is associated with FastCall within Twilio. You will also see your parent Twilio account ID. FastCall has no access to the parent Twilio account. We just show the ID.
  4. Note: If you’re dialing to/from phone numbers outside of the US or Canada, you will need to enable international dialing on your Twilio account. See here for more info on international dialing.

 

Screen Shot 2016-07-08 at 6.19.30 PM

 

Your phone setup must happen in FastCall. Any existing phone numbers in Twilio are not carried over to the connected FastCall application. You may port existing phones numbers to Twilio. You will need to ask Twilio to move these numbers to the FastCall connected account; not your parent Twilio account. If adding new numbers, the phone numbers must be provisioned by FastCall to use the number in FastCall.

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Verify Caller ID

 

After connecting Twilio, you will either validate one or more of your existing phones to be used for caller ID and/or provision new phone numbers. You will do one or the other; or both. But you must either validate or provision a net new number. IMPORTANT: You cannot dial without validating a caller ID with Twilio, or using a Twilio phone as caller ID (see the next step).

Look for the Phone Numbers tab and you will see two buttons: Verify New Phone Number, Provision New Phone Number.

 

Verify Phone Numbers in FastCall

 

A verified caller ID is a number you own and want to use as caller ID. Enter your phone number and give it an optional name, then validate. You will be shown a 6 digit verification number and will receive an automated call from Twilio on the phone number you provided. Answer the call and enter the verification code.

When verifying phone numbers you will be shown two options:

  1. assign the phone number to a user to be used as a personal caller ID
  2. assign the number to a group and the caller ID will be shared by all users in the group

There are two ways to do this: your users validate individual phone numbers under FastCall User Settings, or you validate the numbers for them in the Admin section.

If you are going to use Twilio to provision personal inbound phone numbers in the next step, these numbers can be used as caller ID and do not have to be verified. If you will not use FastCall to route inbound calls, skip the next section in setup.

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Provision Inbound Phones

 

Click the button to provision your inbound Twilio phone numbers.

 

Provision New Inbound Number in FastCall

 

Select the number you want to purchase

 

Provision New Number

 

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. In the FastCall Base Edition we enable one (1) phone number per user; in the Sales+ Edition you can provision many inbound numbers per user. Your inbound provisioned Twilio numbers can be used as caller ID but you must enable the setting.

 

Set Inbound Number as Caller ID

 

FastCall inbound phone numbers can be assigned by the admin to users or groups. Basic setup is when the inbound numbers is assigned to a user. After your phone numbers are provisioned and assigned to your users under the admin tab, your users will setup their personal routing options for the newly assigned inbound phone numbers under their FastCall User Settings. The inbound phone number will not connect until the user sets the personal routing options.

NOTE: You will only see purchased Twilio phone numbers if the numbers are associated with the FastCall connected account. You cannot provision numbers directly with Twilio.

Your users can manage their inbound numbers in the FastCall User Tab under My Settings / Phone Numbers, or you, as the admin, can access your users’ settings via the FastCall User Panel if you wish to manage inbound routing as the org admin. Here the user sets devices to answer the inbound call (softphone, office, mobile;) ring time for inbound calls and can set the advanced for simulring or overflow. A greeting can be added to play before the call, we have voicemail, etc.. There is an email notification for a missed call; and recent calls are listed in the widget.

All managed under User settings in FastCall – even if the user is an admin. These are user settings.

When calls are answered in the softphone, the user searches in the softphone for a matching Salesforce record. If no match is found then the user can create a new lead.

Call answering options are further explained here:

In the Sales+ Edition, inbound phones assigned to a Salesforce group will route calls using automatic call distribution; or ACD. The ACD is found under the IVR settings (interactive voice response.)

IVR is a much more advanced setup and will take 30 mins to a few hours based on your use case.

These calls ring groups of users in rotation. Each user can have one phone to answer the ACD. *This is different than user phones.

NOTES:

  • Your inbound phone numbers will not connect until your users complete the setup under the User tab.
  • Simulring is not available when the option for call transfer and/or listen-in are enabled.
  • 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.

IMPORTANT You can setup a purchased number to be used with automatic call distribution (ACD) where calls are distributed round robin or simulring to your users. The ACD is required with BeLocal, the FastCall application that uses a local area code as caller ID. Please contact us to discuss either of these advanced features.

 

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User Settings

 

USER SETTINGS

FastCall User Settings

 

USER SETTINGS

FastCall uses permission sets for FastCall standard users and FastCall admins. A user does not need to be a Salesforce admin to be a FastCall admin. If the admin permission is removed from the FastCall user and needs to be added back, you can do so on the Salesforce user record directly.

  • Widget Settings These widget settings are also in the FastCall widget.
    Status – controls the user’s call status: available or offline.
    Country code is used for dialing outside North America.
    Call recording allows the user to turn off call recording.
  • Calling Devices Users set personal phones used for click-to-call. When using the softphone, these phones are not used.
  • Phone Numbers Users may validate individual phone numbers to be used as personal caller IDs. Users will be shown a verification number and will receive an automated call on the phone number provided. Users can validate multiple caller ID numbers and these will be available in a drop down in the FastCall widget.
  • Inbound calls Enable and manage voicemail and call recording.
  • Call Receivers Once an inbound phone number is assigned to the user by the admin, the user can set the phones used to receive the inbound call, and the ring time
  • Recorded messages Recorded messages are used for the voicemail drop on outbound calls, or voicemail for inbound calls.

After FastCall phone numbers are provisioned and assigned to your users under the admin tab, your users will setup their personal routing options under My Settings. The inbound phone number will not connect until the user sets the personal routing options.

Your users will set devices to answer the inbound call (softphone, office, mobile;) ring time for inbound calls, recordings for voicemail and users can set the advanced for simulring or overflow.

All managed under My Settings in FastCall – even if the user is an admin. These are user settings.

NOTE: Simulring is not available when the option for call transfer and/or listen-in are enabled.

 

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Next Steps and Advanced Setup

  1. Our user guide is here.
  2. Options for call result, call subject and task picklist.
  3. Here are some tips for using the FastCall softphone.
  4. If you are using FastCall outside the US or Canada, check some additional steps here.
  5. Tips on call recording in FastCall.
  6. Steps for adding FastCall in Sales Console are here.
  7. BeLocal: (Available in the Sales+ Edition) Assigns a caller ID based on the area code of the number dialed. Typically used when calling SMBs or consumers, BeLocal can be a valuable addition to your phone sales tool box. Please contact us for details on setting up BeLocal.
  8. How to grant access to your Salesforce org.
  9. Set-up Checklist: We have a checklist outlining common issues.

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