You expect a modern phone application to transfer calls, and Fastcall will not let you down. With Fastcall you can transfer your outbound or inbound calls and we give you many options. With a warm call transfer, you stay on the call to give an introduction. Calls can be transferred to Fastcall user, Salesforce users, groups or a set phone number. 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 is fixed in Lighting and must be revealed in Salesforce classic.


There are four options when transferring a call.

  • 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.
  • Phone: Transfer to a fixed phone as is set in call transfer settings. For example, transfer to your receptionist, or a call center.

FASTCALL CALL TRANSFER ADMIN SETTINGS

Fastcall uses a 3-way conference call to enable warm 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 settings.

We give the option to set the 3-way conference call for individual users, groups or all users. Next, call transfer (and listen-in) can be set for inbound and/or outbound calls separately. We give options for the music to be played in the conference call or a ringtone. We do not recommend silence (no music) when enabling a conference call for inbound calls unless using a recorded greeting.

Two options are presented for the caller ID 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.

You add call transfer phones in this section. These could be a call center or phones in the office that receives transferred calls.

 

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: Simulring for user phones or ACD group phones cannot be used with a 3-way call. If you are using simulring for inbound calls, the call transfer option must be set for cold trasnfer.

When installing upgrade enables the call transfer feature.