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How to setup Fastcall User Tab

HOW TO SETUP FASTCALL USER TAB

Fastcall has two available sections in our settings: admin settings and user settings. We use a Salesforce permission set for each. Fastcall admins can access a user’s settings and view the page as the user.

NOTE:When you add users in Fastcall, we assign your users the Fastcall User Permission Set, the Fastcall call center file and a license.

Once logged into the Fastcall User tab, users can set their calling devices, inbound routing, personal caller IDs and more.

 

The user settings tab lists:

  • User Name
  • User email
  • Status (used for inbound call routing)
  • Extension (also used for inbound)
  • Country code (if outside North America)
  • Group memberships

Outside North America, users can set a home country code. Fastcall will prepend this country code to a phone number before dialing. If the phone number begins with + Fastcall will not prepend the country code. Example, for a user in the UK with a country code of 44 used in the Fastcall setting, +44 will be prepended to a local phone call. For a number formatted as +1323-555-1212, Fastcall will dial the number with the USA country code. See our post on international dialing for more info.

Inbound Settings give options for a recorded name used for the inbound employee directory and SMS options.

Call Recording and Voicemail options are also set.

Under Devices users manage phones used for outbound click to call or devices used to receive inbound calls. Devices may include an office phone, mobile or the Fastcall softphone. When users set personal phones used for click-to-call, Fastcall will call the user on this phone first, then we dial the phone number in the Salesforce record. Numbers set here can be the office phone, conference room, etc. Users skip these settings if only using the softphone.

For inbound call routing, users will set the routing options for the phone number assigned to them by the Fastcall admin. For example, inbound calls to the assigned number can ring an office phone, mobile or Fastcall softphone (in the browser.)

NOTE: The admin must Provision the phone number first, then assign it to the user in the admin tab.

Under provisioned phone numbers Fastcall manages both phones used to receive inbound calls, and personal phones used for outbound caller ID.

When validating a phone used for caller ID you give the number a label, enter the number and extension if you need one and click “validate.” You will receive an automated call from TWILIO asking for the validation code presented by Fastcall.

On the messages, tab users can record personal voicemails used for the Fastcall Voicemail Drop inbound voicemail greetings are also given here.