This unit explains the Fastcall data model and will help you make a decision over whether to use standard Salesforce Task records or the custom Fastcall call records.

Introduction

Salesforce uses the Task record for many things, including some functionality related to phone calls. However, as we added more functionality to Fastcall, we found the Task object was insufficient for our needs and customized it by adding more fields. In the end, we were adding 22 fields to the task record – this is nearly a quarter of the allowance for custom fields on a record and was raising the risk of making Fastcall incompatible with Salesforce orgs using a heavily customized Task record. And it still didn’t do exactly what we needed.

Therefore we created a new data model designed to meet your needs without interfering with the rest of your Salesforce org. This uses the following objects: Call, Connection Attempt, Connection, Reply Call and Voicemail. Fastcall will always create at least a Call record for every call. There is also a custom object for SMS.

Although we allow you to turn off the creation of Task Records, by default we continue to create Task Records as we recognize some organizations may have legacy reporting needs tied to these.

There is a hard limit of 100 fields on the Salesforce Task object. More custom fields cannot be added.

Salesforce Task Records

You can read more detail about what the Task Record contains here. Key fields of relevance to call logging are:

  • OwnerId
  • Call Duration
  • Call Object Identifier? (We are using our custom indexed version)
  • Call Result
  • Call Type
  • Comments
  • WhatId
  • WhoId
  • Status
  • Subject

Fastcall adds a ‘call log’ field to the Task Record, which is a lookup to the Call Record for the call which is always created by Fastcall.

Fastcall will still create Task Records for SMS messages.

Fastcall Call Record

Calls act as a ‘parent’ object where different objects related to a specific phone call are grouped. In general, a Call acts to connect one or more Connections to other Salesforce Records such as Leads, Contacts, Opportunities etc.

  • Call name
  • Call ID
  • Call type – Outbound / Inbound
  • Start time
  • End time
  • Connection duration
  • Wait time
  • From phone
  • To phone
  • Related record ID
  • Reply to call
  • Phone number – lookup to either inbound phone dialed or outbound caller ID
  • Status – completed, missed
  • IVR – lookup to IVR used for an inbound call
  • Location data will also be given for inbound calls
  • Delete Recording – custom button to delete the recording in Twilio
  • Assign Related Record – custom button used to search for a related record for inbound calls. There is also an option to create a new lead.
  • Send Call to Twilio Support – custom link used to send a call sample to Twilio
  • NOTE: Add track changes to the Call object to track the call recording field.

Fastcall Connection Record

Used for transferred calls.

  • Connection name
  • Connection ID
  • Lookup to the Call
  • Status – completed, missed
  • Start time
  • End time
  • Connection duration
  • Wait time
  • From phone
  • To phone
  • IVR dialed
  • Subject
  • Notes
  • Call Result – given on the connection because a transferred call can have more than one call result.
  • Call Recording

Fastcall Connection Attempt Record

A Connection Attempt represents an attempt to connect a phone call to a specific user, representing activity on an Auto Call Distribution list.

  • Connection attempt name
  • Connection attempt ID
  • Lookup to the Connection
  • User
  • ACD Position
  • Status – completed, missed
  • Attempt time
  • From phone
  • To phone

Fastcall Voicemail Record

A voicemail record is where we store the link to a voicemail recording on Twilio.

Reply Call

This object tracks a reply to an inbound call.

Recent Calls in the Fastcall Application

Recent calls for the user are shown in the Fastcall application. We list inbound and outbound call. For inbound we show if the call was answered, missed or voicemail.

Fastcall Dashboard

Calls to all user are surfaced in the Fastcall dashboard. Calls can be filtered by date; user or groups; status (answered, in-progress, missed, and type (inbound / outbound). In-progress calls support a listen-in function.

Fastcall Reporting

Calls are reported using Salesforce reports.

Last updated: Fastcall v6, 2019-05-14