With Fastcall, managers can silently observe live calls in “listen in” mode; or a manager can join an in-progress call as a participant.

Join an in-progress call from our dashboard or from the user panel under the Fastcall admin tab. The Fastcall dashboard is a tab added to your app in Salesforce; the user panel is found inside the Fastcall admin settings only. The manager can join an in-progress call on mute or can participate. Fastcall does not support a whisper or barge.

 

NOTE: Listen-in must be enabled and can be set for a single user or all users. Once in the Fastcall dashboard you can filter by call direction, users, etc

In the Fastcall dashboard, you will see calls in progress. You may also see completed calls, and missed inbound calls. On the detail section to the right, you would find a yellow button, pressing there you see listen in options. Select a phone number, Fastcall dials you and then bridges you into the conference call. You can start to listen.

 

Listen in – Dashboard View

When a manager joins a call from the user panel using “listen in” the manager is on mute.

Users with active calls will have this red icon

Listen in Admin Settings

First, enable 3-way calls. This will reveal the settings for listen-in and call tansfer. Fastcall uses a 3-way conference call for listen-in and call transfer. The call starts as a conf call when the settings for listen-in and/or transfer are enabled. We give these as separate options for inbound and outbound calls. Listen-in needs a 3 way call. There are 3 parties on a call. BTW, We give the options for music, ringing or silence in the conf call. The conf call used here enables more sophisticated call handling, the trade-off is more overhead when communicating w Twilio. So we allow you to enable the 3-way call for all users, groups or a single user.

To see this options you have to go to Admin Settings – Call Transfer / Listen in, and Enable Inbound / Outbound Listen in

You can also select Play music on hold. Choose music to be played while call is on hold.

 

Listen-in is an upgrade feature found in the Sales+ Edition of Fastcall.

 

 

 

YOU MAY BE INTERESTED IN:

DASHBOARD