This unit explains the Fastcall data model and will help you make a decision over whether to use Task Records or Call Records.

Introduction

Salesforce uses the Task record type 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 customised 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 customised 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 and Voicemail. Fastcall always creates records of these objects.

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

If you installed a Fastcall version prior to 4.0 Fastcall will have created fields on your Task Records that versions after 4.0 are no longer using. You can delete these fields using the Salesforce object manager (Settings > Customise > Activities). Please bear in mind that information on past calls stored in them will be lost.

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

Fastcall Connection Record

A Connection represents one connection between two different phones. We have multiple Connections because one Call can end up going to different devices as it is transfered.

  • 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
  • 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.

Last updated: Fastcall v4, 2017-10