The Fastcall softphone for Salesforce is a great option that uses your office internet connection to complete and receive phone calls. The Fastcall softphone replaces your office or mobile phone and maintains the entire conversation using your browser (Chrome is best.) Plug a quality, noise canceling headset, like this Jabra, into your USB port and you are ready to get started. No plugins or other software requirements other than Salesforce and a browser!
- Fastcall phone and caller ID menus are found in settings
- Edit using the drop-down menus
- The default view in the widget shows recent calls
- The selected phone and caller ID are shown in the text below recent calls
The Fastcall softphone for Salesforce is selected as a calling device under settings in the Fastcall widget (under the menu icon, upper left.) The other calling device options include an office phone, mobile or the “no dial” option: our call logger. The phones available to end users are set by the Fastcall admin. If you only want your user to see the softphone, you can remove the other phones (office, mobile) under Outbound Calls / Widget Settings.
TIP: Selecting the softphone for outgoing calls does not route inbound calls to the softphone.
You will also notice that once a call is in progress in Chrome a small red dot will illuminate when you are connected. If for whatever reason, the connection was not made, there is no red dot. Try again.
The first time you complete a call with Fastcall (or if you clear your browser settings) you will see that the softphone in the browser will ask for your permission to complete the call. This typically only happens once but is easy to miss.
Speaking of tabs, see this important post on using the softphone with inbound call routing.
Ideally, your users are on a good wired Internet. Softphone + wifi are not always great together. The computer (MAC or PC) needs to have resources available (RAM etc). If the computer is generally slow and buggy, the call will be too. Last, a wired headset may be better than Bluetooth and noise canceling is best.
Softphones use the browser to communicate. It is essential that your browser meets the minimum standards given by Twilio here. The best option is the latest version of Chrome. The softphone will not work well in IE or Safari. Be mindful of open tabs in Chrome which will reduce available RAM and degrade call quality.
While using the softphone and on a Salesforce Classic page, you cannot edit the browser session or this will end your call. Only in the softphone and only in Classic. If you want to edit the record while on a call we suggest Salesforce Lightning or Sales Console.
NOTE:In Chrome 66, released April 2018, Google tightened restrictions around their autoplay policy. In this release, Chrome stores a history of each user’s media consumption and gives a “Media Engagement Index” score.
End users who do not have a high MEI score (new users primarily) may hot hear incoming softphone calls or ringing on outbound calls.
It is possible to disable this new behavior in Chrome.
Navigate to chrome://flags, search for autoplay and change the Autoplay policy setting from Default to No user gesture is required. Restart Chrome to activate this change.
TIPS: Twilio also provides a few tips:
The Fastcall softphone for Salesforce – CALL QUALITY
The Fastcall call quality indicator will provide information about Twilio connection health. You will see a green icon if no network problems detected, then will become yellow if a minor issue is detected, like choppy audio, and finally red if there are many issues or high severity issues, this will mean poor network conditions to perform calls.
The feature is enabled on your admin settings. Go to Devices then Softphone and reveal the advanced setting. Once enabled the indicator will display in Fastcall.
This feature requires Twilio insights to be enabled in your Twilio account. Please contact Twilio support to enable insights on the sub-account used by Fastcall. Give Twilio your SID and connected account SID as found in Fastcall under Connect with Twilio.
You would also find some advanced audio settings to help refine call quality.
Advanced settings: Under Fastcall widget settings we give advanced audio settings including gain control, echo cancellation, high pass filter and noise suppression, See here for more info.
If you have complex network requirements – particularly with a home user on a residential router – keep in mind that these will be outside the scope of Fastcall support.
We also give a link in the Fastcall widget in the upper left menu to test the internet connection.