This unit covers setting up the conference functionality of Fastcall. End-user training for conference is here.
Conference is an upgrade and may have to be enabled by Fastcall support.
Once Conference Calls is enabled by Fastcall support, you have to enable it in Fastcall Settings > Admin Settings > Call Handling > Call Transfer / Conference.
Conference Calls enable users to remain in the call while adding multiple participants.
To include someone in a conference, go to the participants list and click the “Add Participant” icon.
From there, select the participant you’d like to include in the conference from the available list.
Conference Participant Types
Fastcall users can add to the call:
- Fastcall users
- Salesforce users
- Groups
- External Phones
- Any record from any object type that is a Managed Object in Fastcall
Dialing a phone number
If the phone number does not belong to a Salesforce record and it is not saved as a Fastcall phone, the user can enter the phone number in the search input and Fastcall will give the option to dial the number.
Multiple Participants
In a conference call you can add multiple Fastcall agents and multiple external participants to the call.
You’ll have complete visibility into who’s on the call in the list of participants. This enhanced visibility makes it easier to manage discussions and collaborations effectively, leading to more productive meetings and interactions.
Conference Call Options
Once in the Conference Call mode, the Hold Participant button allows the call to be transferred with the caller on hold.
While you are waiting for the new participant to answer, you can Un-hold the caller or cancel adding the new participant.
When the transfer is connected, if you have the caller on-hold you can:
- Un-hold participant – Start the conference with the three legs connected.
- Un-hold & Leave – Leave the call, keeping the other two legs connected.
- Kick participant – You can end the call for the participant you added to the call.
If you don’t have the caller on-hold you can:
- Hold – Put the caller on-hold and talk to the participant you added to the call.
- Leave Call – Leave the call, keeping the other two legs connected.
- Kick participant – You can end the call for the participant you added to the call.
You can also Hold or Un-hold all participants.
The Hold Call button, located on the bottom button panel, temporarily removes the current Fastcall user from the conference call while allowing the other participants to continue as long as at least two remain on the call. The Fastcall user can rejoin the conference when needed.
If the caller ends the call, it will end the call for all participants.
Conference and call logging
Fastcall will create a new object, named Call Participant, that relates a Call with many participants. 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.
Last updated: Fastcall v8.7.9, 2024-11-22