Making a call

We have a super easy user training video.

In Salesforce Lightning, Fastcall is in the left footer. In Salesforce Classic Fastcall is in the left sidebar. In Sales Console, you will find Fastcall in the right footer.

 

  • Start Your Call: Click the phone icon next to the phone number and your call will start. Fastcall dials you first then the Salesforce record. Your calling device (phone) and caller ID can be edited under settings in the upper left hamburger menu. Devices include the Fastcall softphone, a hard phone or a mobile. See the steps below to edit your user settings.

    NOTE: If using the softphone you will immediately hear ringing in your browser. In Chrome – the preferred browser for the softphone – you will see a red dot illuminated on the browser tab. When using the softphone you may edit the browser session in Lighting or Salesforce Console, but not in Classic. This is the case for all Salesforce Open CTI apps.

 

  • Call Stages: You will see the call go through stages from start to finish: available, starting, connecting (ringing), connected (green), call finished (red). There are icons for mute and a keypad as well as a text box for the Salesforce Subject, and notes. Additional call logging options are in a sidebar.

  • End Your Call: After you end your call you will have the option to pick a call result from the drop-down. Your Salesforce admin will setup the call termination options.

Options to Create Salesforce Task:

After ending a call, a closed Task record is created for the call with call duration, call result, notes and more. The call results used in the drop down are set-up by your admin.

Fastcall gives a few options for the Task subject and other call logging options as selected by your admin. For example, you can use Fastcall to create a future, open Task “call in one week.”

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Fastcall User Settings

Fastcall user settings are under the hamburger menu in the upper left of the Fastcall widget. You will find your Fastcall settings in the application menu in the upper right corner of Salesforce where your other installed Salesforce apps can be found (Salesforce Classic). In Lightning, the application menu is in the upper left of the page in Salesforce.

As a standard user, you will only see “My Settings”. If you are also a Fastcall admin, you would see the admin settings.

“User Settings” are basically the same settings you will find in the Fastcall widget: status, extension, country code and call recording. Status and extension are used for inbound call routing; country codes are for international users.

  • User Setting
    User Setting

Under devices you set your phones – these are used for outbound click-to-call or to receive inbound calls. If you have an office and or mobile number on your Salesforce user record, Fastcall will add these phones for you. Look for the tab named “other devices” this is where you can add more hard phones. A mobile, home phone, conference room phone; like that. Hard phones that you own.

When these phones are used for outbound click to call, we dial you on your office phone first, then the Salesforce record. If you are using the Fastcall softphone, you do not need these hard phones. The softphone is where you plug your headset into the computer.

Hard phones can also be used to receive inbound calls and in this case, we name these call receivers. If you are using Fastcall for inbound calls, then you set the call receivers next. I will go over the specifics of inbound call routing later.

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Verified caller ID and provisioned phones

As a Fastcall user, you will either set your own personal caller ID or use a caller ID assigned by your Salesforce admin. For example, you can place calls using your office phone and show your mobile as the caller ID. Or, you can place calls using your mobile phone and show your office caller ID.

These caller IDs are either phones you own and can verify, or the caller ID is a Fastcall phone assigned to you by your admin. But we will get those phones later. BTW, the phones you own are named “calling devices” just to differentiate. If these calling devices are to be used as caller ID they must be verified in Fastcall.

NOTE: Phones provisioned in Fastcall do not need to be verified.

In the user phones tab, you will manage the phone numbers you want to use as caller ID. Click the button “Verify New Phone Number”. You will be shown a verification number and will receive an automated call on the phone number provided. Answer the call and enter the verification code. These validated caller IDs will be available in a drop-down in the Fastcall widget under settings.

  1. Enter a name and the phone number to use as caller ID, and click on verify.
  2. You can validate multiple caller IDs, and these will appear in a drop-down in the FastCall widget.
  3. You’ll receive a call on the phone number you set. When requested, enter the verification code.

NOTE: Your may share caller ID with your team and not have a personal caller ID. Calls cannot be made without at least one number as caller ID.

Also under the phone numbers tab, you may see numbers listed as “provisioned phone” and these numbers can be used as caller ID. These are phones assigned to you by your Salesforce admin that will be set up for inbound call routing in the next tab.

NOTE: A phone number must be assigned to you by your admin first.

Once a phone number is assigned to you by the admin, you can set the phones used to receive inbound calls and the ring time for each. You do this under inbound routing, the tab above.

Fastcall supports “simulring” where more than one phone rings at a time. This will allow you to ring the softphone and your mobile, for example. You will answer the call in the most convenient phone.

Under messages, you manage your voicemail messages for your inbound number, as well as voicemail messages used by the outbound voicemail drop.

NOTE: In some edge cases, when using a mobile phone with click-to-call you may have to set a caller ID that is different than your mobile phone number. We give that option when needed.

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Receiving a call

We have a demo video for inbound call routing.

1- When receiving a call using the Fastcall softphone, you will hear ringing in your browser and will see the option to answer the call in the widget. When answering with a hard phone (image to the right) you will just see the record.

2- When presenting a call, Fastcall will search Salesforce for a matching record by phone number. You also have the option to add a new lead or relate the caller to an existing Salesforce record.

3- Once the call is related to an existing record, or a new lead is created, Fastcall will create a lookup between the Task and the Salesforce record.

4- Your inbound call routing options are set in your Users tab. You can setup rollover to dial one phone after the other (two phones) – or you can use simulring to dial two phones at the same time. These are set as call receivers.

5- Inbound calls can be recorded with an optional disclosure.

6- Voicemail can be set up with optional call transcription and missed call emails. Inbound calls can create an open Salesforce Task, or a closed task.

NOTE: When the inbound call is matched by caller ID, the detail record will pop in the Fastcall widget.

VERY IMPORTANT: Fastcall will only ring the softphone if you are on a Salesforce page containing the Fastcall widget. For example, if you are reading a report (a page with no Fastcall widget) the softphone will not ring in Salesforce. If you want to use the softphone only (no simulring) you will need to keep a Salesforce tab open.

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Voicemail and Recorded Messages

The next tab is where you manage messages used for inbound voicemail and outbound voicemail drop.

  1. To record a new message, the user names the message and chooses the phone number to receive an automated phone call. Click Record & Add
  2. After receiving a call, record the message at the tone.
  3. Your recorded messages are listed in this tab. You may also find recording assigned to you by your admin.
  4. If you are using the optional voicemail drop, the messages will be available in the Fastcall widget.

NOTE: Voicemail must be enabled on your inbound phone numbers. Once the received voicemail message is recorded you will find the MP3 file on the Salesforce task. You will also find recent calls in the Fastcall widget. Fastcall has an optional email for missed calls.

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More info on user phones and caller ID

Before you dial your first outbound call, then optionally receive an inbound call, I just want to quickly give some more info on phones.

  • Call Logger: Fastcall has a call logger where you use your existing phone to dial and Fastcall to log the call. Duration starts when you click the phone icon and stops when you chose the call result. Fastcall will capture call duration and allow you to create a Task, with call results, notes and more, but the call logger does not dial the call. You use this for testing, or maybe a conf call where you are on another phone but still want to log the call.

  • Click-to-Call: The click-to-call mode works along with your existing phone – whether a landline or mobile. In a click-to-call mode, Fastcall will dial your phone first (office or mobile), then call the Salesforce record. Your phone numbers are taken from the Salesforce User record or added by you to the Fastcall User tab. For example, if you need a 2nd office number or want to add a phone number to the conference room, you do so with your Fastcall user settings.

  • Softphone: Using the Fastcall softphone the application dials the record and you will immediately hear ringing in your browser. In Chrome – the preferred browser for the softphone – you will see a red dot illuminated on the browser tab. Calls will show as connected. The softphone option (headset icon) is great for offices without an existing “hard” phone. With a softphone, you use your computer and a headset to make calls.

NOTE: The softphone requires a strong, preferably wired, Internet connection and a quality headset. The softphone typically replaces your phone hardware. When using the softphone you may not edit the browser session if you are in Salesforce Classic. This is the case for all Salesforce Open CTI apps.

  • Caller ID: Once the softphone or a phone for click-to-call is selected, you pick the caller ID under the settings (left menu) Clicking to reveal the list. Keep in mind that you may share the same default caller ID with all users on your team. Fastcall will remember your choices for phone or caller ID. You may want to control the outgoing caller ID. Example, make calls using your mobile phone and show an office phone as caller ID; or vice versa. You can also use the caller IDs of different offices (NY, Chicago, San Francisco, London, etc.) These could be your own existing phone numbers or Fastcall provisioned phone numbers.

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Call Recording

Fastcall users can set call recording on and off unless disabled by your Admin. The call recording URL is stored on the Salesforce Task record. It’s an MP3 file stored outside of Salesforce.

If not already present, your admin can add the Call Recording field to the Activity History related list. Read here for more details.

Recorded calls can be deleted from the Call detail using the custom button “Delete Recording” 

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