Before You Get Started

 

NOTE: 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 to 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 impact on the 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.

 

Upgrade Features

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.

Requirements

  • Enterprise Edition or above.
  • Twilio is required to dial, receive, and control your phone calls.
  • FastCall has a five user minimum in a paid production org. There is a 7-day trial by default; a credit card is required to install FastCall production. You will not be charged until after the trial, but the application will be blocked if less than five licenses are assigned.
  • Trial is unlimited in a sbox or dev org. No credit card required.
  • See our pricing page for additional terms and requirements.
  • Salesforce only allows users with Administrator 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 thing before you get started: this guide describes how to setup and test FastCall for outbound calls only. Once basic setup is complete and you have tested a few outbound calls, additional steps such as adding users, editing specific features, provisioning inbound phone numbers, etc., are discussed on their own 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 Fastcall Package in your Salesforce Org

  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 in, click Continue. From the AppExchange click Get It Now
  2. 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 in order to proceed with the installation. Click Continue.Must approve third-party access to Twilio
  3. Approve Package API Access, click on Next.
  4. 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 on its User Panel, where you can provision Standard and Administrator users. When done, click Next.
  5. 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 confirmation once the install is complete. Fastcall is also notified.
  6. Fastcall application settings are divided into Admin Settings and User Settings. Admin Settings are hidden for standard users.

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

 

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

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Test the Call Logger using the Fastcall Widget

At this point you can test the base call logger. We want you to use Fastcall to log a few calls. Once you understand how we create a Salesforce task, and our call logging options, you can connect Twilio following the steps below.

This initial testing – or setting up Fastcall as a call logger only – will take 10 to 15 minutes. Easy!

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 without dialing.

Fastcall creates a completed/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.

A few more notes:

  1. After installation, additional licenses can be purchased underMyAccount in the Salesforce AppExchange.
  2. When you are ready to add users in Fastcall, look for the Users Panel in the left sidebar in the Fastcall Settings page, then use the Add Fastcall User button.
  3. For each provisioned Fastcall user, the app sets the Call Center, and assigns the required Permission Sets and package licenses.
  4. Fastcall assigns application licenses to the Salesforce users who will be using Fastcall.
  5. License are not assigned in a sbox.

 

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Customize Page Layouts

In this section you will customize your page layouts. For more info on editing Salesforce page layouts, check here.

Note: page layouts are assigned by Profile so you may need to lookup the layout used by the profile of your FastCall users. Page Layouts

Activity History related list

FastCall logs calls as Tasks. In order to view the list of calls, you can add the Activity History related list to the page layout of any standard or custom object that supports Activities. Click on the “wrench” icon on the related list to customize the columns shown.

Call Score

The FastCall custom object “Call Score” is available for Leads, Accounts and Contacts; and you can add the Call Score related list to your page layouts. 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 Since First And Last Call
  • Days Since Last Presentation
  •  
    Click OK and Save.

    Call Score on the page layout

    Task Page Layout

    You probably want to add (some of the) FastCall custom fields to your Task page layout. The FastCall widget will update both native and custom fields. Add the fields that will be used by your team. Included in the FastCall AppExchange package, is a Task page layout that you can use as reference.

    Task page layout

    Adding Task fields to the widget

    Any Task picklist field (native or custom) in the Tack object, can be added to the FastCall widget. You add these fields in FastCall Settings > Call Logging > Tasks > Fields.

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Setup Force.com Site (required if connecting Twilio)

Note: If you are connecting with Twilio in a Salesforce production org, you must have at least 2 licenses. A license will be assigned to the Force.com Site Guest User (this is a technical requirement from Salesforce). Example: If you have 5 users, you will need 6 licenses. This is not required when using FastCall as a logger, and is not required in a Sandbox org. If you don’t already have an extra license, you can add it 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. You do not need to provision a Salesforce Site when using FastCall as a “call logger.”

Create a Force.com Site

Before connecting FastCall with Twilio, you need to setup a Force.com Site that will be used for communications between Twilio and FastCall. See here for more details on setting up a Force.com site. We recommend using a new, separate, Force.com Site for FastCall.

  1. Go to Salesforce Setup and search “Sites” (Build > Develop > Sites). If you haven’t done so already, you must set a site sub-domain for your Salesforce organization.FastCall uses Salesforce Sites to pass call instructions to Twilio.
  2. Click New to create a new Site and give it a name, like “FastCall”. Be sure to check the Active field. And select InMaintenance as the Active Site Home Page. You may add a page suffix (e.g., “fc”) to the default web address. Finally, click Save.Click New to create a new Site and give it a name
  3. You have now created a Salesforce site that can be used by FastCall to communicate with Twilio!

Pick the Force.com Site to be used with FastCall

Use the application drop down (top-right in your Salesforce screen) to select the FastCall application. There, navigate to FastCall Settings > VoIP Settings > Force.com Site. FastCall lists the Force.com Sites available in your org in a drop down menu. Pick the site you’d like to use for FastCall. If you just created a new site for FastCall, it will be listed here.

Sandbox instructions – Important: in a sbox you must use the advanced site setup option to cut and paste the sbox site URL from the sites pages to the text box shown below. FastCall will only format the site URL – and give this in the dropdown – when in a production org. When in a sbox, if this is not done by hand you will have an application error when testing a call.

The site you created will be listed here

 

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Connect with Twilio (required to dial)

Note: In order to dial and control your phone calls, you will connect Twilio to FastCall. 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 answering and routing inbound calls. Your Twilio settings are managed entirely in FastCall. Please complete these steps in order.

  1. In Salesforce, navigate to FastCall Settings > VoIP Settings > Connect with Twilio.
  2. Click the button to Connect with Twilio.
  3. If you are not logged in already in the same web browser, Twilio will ask you for your user and password.
  4. IMPORTANT: Twilio MAY ask you whether you want to use the account associated with these credentials, or create a new one. It’s important that you do NOT create a new account, but just use the existent one.
  5. Once connected, you will be redirected to FastCall and you will see the Twilio connected account SID – this is the sub-account that was automatically created by Twilio as part of the connection process. You will also see the parent Twilio account SID, this is the account you logged in to. FastCall has no access to the parent Twilio account, we just show the SID.

 

Connect with Twilio

 

Important

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

If you are testing FastCall in a sbox, use a separate, test Twilio account for the sbox. Do not use the same twilio account for a sbox and production install.

Dialing from/to phone numbers outside of the US or Canada

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.

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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 New Phone Number

 

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

  1. Click the button to provision your inbound Twilio phone numbers.
  2. Give the phone number and name.
  3. Search by country and area code (north America)
  4. Select the number you want to purchase
  5. Select your number and click Provision

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 user’s’ 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 options 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 only one phone to answer the ACD. *This is different than user phones.

NOTE: 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.

 

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User Settings

 

USER SETTINGS

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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