This unit covers setting up the call transfer functionality of Fastcall – how a user transfers a call. End-user training for call transfer is here. The ACD transfer is discussed here.
Call transfer is an upgrade and may have to be enabled by Fastcall support.
Once it is enabled by Fastcall support, you have to enable Call Transfer in Fastcall Settings > Admin Settings > Call Handling > Call Transfer / Conference.
Call transfer drops the user making the transfer from the call, and then calls the user the call is transferred to. Call transfer is a call setup with two legs. After the call is transferred, the user can “go back” to log the call.
Call transfer phones
Fastcall users can transfer calls to Fastcall users, Salesforce users, Groups, saved phone numbers (such as a call center), or IVRs.
- Calls transferred to Fastcall users will follow the user’s inbound route. This may include the softphone, simulring, or overflow.
- Calls transferred to Salesforce users will take phones from the Salesforce user record (office, mobile). These users do not have the Fastcall softphone.
- Calls transferred to Groups ring the Fastcall ACD device defined in the inbound route settings. Calls are distributed in a circle (Round Robin), ringing one user at a time.
Note: Calling a group is not the same as calling an IVR. This call transfer to a Group has no voicemail. The IVR transfer could be a better option. - Call transfer to Phone Numbers allow users to transfer to a set phone number, such as a call center.
- A user can transfer a call to an IVR if this option is enabled in the IVR settings.
Transfers and call logging
Fastcall will create a Connection record for each leg of the Call. Call results and notes are stored on the Connection, so each User involved with the call can add their own results and notes. See the unit on the Fastcall data model for more details on call logging.
Calls can be transferred to an IVR
A user can transfer a call to an IVR if this option is enabled in the IVR settings.
If you want to stay on the call with the other participants, you can use Conference Calls instead of Call Transfer. You will learn more about Conference Calls in the next unit.
Last updated: Fastcall v9.2.2, 2026-02-26