Unit – The Fastcall Data Model

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

Introduction – Fastcall Data Model

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 allowed 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 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, Interaction, 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. Note: Fastcall will still create Task Records for SMS messages.

Fastcall Task Settings

General Settings

Fastcall gives the option to not create a Salesforce Task under Admin Settings > Logging > Task. The first radio button removes all suboptions for Task creation. When no options are selected Fastcall will not create a Salesforce Task and will create call records only.

Fields

A detailed log for each Call, SMS, and Voicemail is provided in the corresponding custom object from the Fastcall package. Additionally, you can instruct Fastcall to store some data items on the standard Task record. You can choose an existing field, or create a new one (either you or Fastcall).

Fastcall Data Model -Salesforce Task records

You can read more details about what the Task Record contains here. These are Salesforce standard fields.

• Assigned To – The Salesforce user assigned to the Task.
• Subject – The subject of the Task created for the call, providing a brief description of the interaction.
• Due Date – The date by which the Task is due.
• Priority – The priority assigned to the Task, such as High, Normal, or Low.
• Comments – Additional notes entered for the call.
• Status – The current status of the Task, such as Completed.
• Name – The person record associated with the Task, such as Lead or Contact.
• Related To – The Salesforce record related to the Task, such as an Account.
• Call Type – Indicates the direction of the call, such as Inbound or Outbound.
• Call Duration – The total duration of the call in seconds.
• Call Object Identifier – A unique identifier for the call, used to associate the record with the corresponding Fastcall call.
• Call Result – The selected call result for the call.
• OwnerID – The Salesforce user who owns the Task record created for the call.
• WhatID – The Salesforce ID of the record related to the Task, such as an Account, Opportunity, or Case.
• WhoID – The Salesforce ID of the person associated with the Task, such as a Lead or Contact.

Fastcall adds a lookup between the Task and the Call Record, which is always created by Fastcall. As mentioned above, the Task creation can be turned off.

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 with the time to respond. This is helpful for missed calls.

Recent Calls in the Fastcall application

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

Fastcall Control Panel

Calls to all users are surfaced in the Fastcall control panel. 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. Users can reply to missed calls. Active calls can be projected on a monitor.

Fastcall Data Model – Reporting

Calls are reported using Salesforce reports. We give sample reports using Calls, Connections, and Connection Attempts. You can edit the sample reports or easily create new reports.

Fastcall Data Model – Lead Conversion

Fastall gives an option when Leads are converted to migrate calls related from that Lead to the resulting Account, Contact, and Opportunity.

Fastcall Call Summary Data

Fastcall optionally creates metadata for each managed object. These fields include:

• Call Count – The total number of calls associated with the record, including inbound, outbound, and internal calls.
• Call Count Outbound – The total number of outbound calls associated with the record.
• Call Count Inbound – The total number of inbound calls associated with the record.
• Call Count Internal – The total number of internal calls associated with the record.
• First Call Date – The date and time of the first call associated with the record.
• Last Call Date – The date and time of the most recent call associated with the record.

These custom fields are created for objects managed in Fastcall and are added by you to the page layout as needed.

You can learn more about Managed Objects here. 

Fastcall Call record

Calls act as a ‘parent’ object where different objects related to a specific phone call are grouped. In general, a Call can have multiple Connections to other Fastcall users and Connections can have multiple Attempts.

• Call Name – The name of the Call record.
• Call ID – The unique identifier for the call.
• Call type – Indicates whether the call is Outbound, Inbound, or Internal.
• Start time – The date and time when the call started.
• End time – The date and time when the call ended.
• Connection duration – The total duration of the connected portion of the call.
• Total Wait time – The amount of time the caller waited before the call was answered or ended.
• From phone – The phone number the call originated from.
• To phone – The destination phone number for the call.
• Direction – The direction of the call (Inbound, Outbound, or Internal).
• Related record ID – Salesforce ID of the Lead, Contact, etc
• First reply call – Lookup to the first outbound call made in response to a missed inbound call. Useful for missed call management.
• Hours until reply – The elapsed time between a missed call and its first reply.
• Reply call date – The date and time the missed call was first returned.
• Phone number – Lookup to the Fastcall phone number.
• Status – The current status of the call, such as Completed or Missed.
• Planned call start time – The scheduled start time for planned calls. Used to compare with the actual start time.
• Planned time difference – The difference between the planned and actual call start times.
• Queue position – The caller’s position in the ACD queue.
• After-hours – Used with the time of day settings to differentiate missed calls.
• Related goal snapshot – Used with planned calls.

• Recording – URL of the call recording associated with the call.
• Sentiment Analysis – Contains the sentiment analysis generated from the call, providing insights into the overall sentiment detected during the conversation.
• Summary – Contains an AI-generated summary of the call, highlighting the main topics and key information from the conversation.
• Transcription – Contains the transcription of the call, converting the spoken conversation into text.
• Recording Disclosure Detected – Indicates whether a recording disclosure was detected during the call.
• Answering Machine Detected – Indicates whether the system detected that the call was answered by an answering machine or voicemail.
• Phrase Matching Summary – Contains a summary of the configured phrases or keywords detected during the call.
• Has Phrase Matches – Indicates whether any configured phrases or keywords were detected in the call.

• IVR – Lookup to the IVR used to route the inbound call.
• Protect call recording – Prevents the associated call recording from being deleted.

• Location data will also be given for inbound calls
• Send Call to Fastcall Support – Sends the selected call and its details to Fastcall Support for investigation.
• NOTE: Add track changes to the Call object to track the call recording field.

• Delete Recording – Deletes the associated recording from Twilio.
• Assign Related Record – Associates the call with an existing Salesforce record or creates a new Lead for an inbound call.
• Update Call – fetches details if missing from a call. Not common, but the button is useful when needed.

Fastcall continuously updates the application and adds new custom fields. After the initial installation, it is up to you to update the page layouts. For example, if we add a new custom field to Calls, you will need to add this to your page layout.

The Fastcall Call record is a custom object. The specific page layout is customized by the admin.

Fastcall Connection record

Used for transferred calls.

• Connection name – The name of the Connection record.
• Connection ID – The unique identifier for the Connection.
• Call – Lookup to the parent Call record.
• Status – The status of the Connection, such as Completed or Missed.
• Start time – The date and time when the Connection started.
• End time – The date and time when the Connection ended.
• Connection Duration – The total duration of the Connection.
• Wait time – The amount of time the caller waited before the Connection was answered or ended.
• From phone – The phone number that originated the Connection.
• To phone – The destination phone number for the Connection.
• Interactive Voice Response – The IVR used to route the Connection, when applicable.
• Subject – The subject associated with the Connection record.
• Notes – Notes entered for the Connection.
• Call Result – The call result recorded for the Connection. This field is stored on the Connection because a transferred call can have multiple Connections, each with its own Call Result.
• Call Recording – The recording associated with this specific Connection, when available.

Calls can have multiple Connections.

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 – The name of the Connection Attempt record.
• Connection attempt ID – The unique identifier for the Connection Attempt.
• Connection – Lookup to the parent Connection record.
• User – The Fastcall or Salesforce user to whom the call was presented.
• ACD Position – The user’s position in the Automatic Call Distribution (ACD) sequence.
• Status – The status of the connection attempt, such as Completed or Missed.
• Attempt time – The date and time when the connection attempt was made.
• From phone – The phone number from which the call originated.
• To phone – The phone number or device the call was presented to.

Fastcall Connections can have multiple Attempts. These are related to the ACD (Auto Call Distribution).

Fastcall Call Interactions

Call Interactions show different events that happened during a call, like going through a particular IVR connected to a user or receiving DTMF input on a menu.

• Call Interaction name – The name of the Call Interaction record.
• Call – Lookup to the parent Fastcall Call record.
• Type – The type of interaction that occurred, such as IVR Action, User Connected, etc.
• Interactive Voice Response – Lookup to the IVR where the interaction occurred.
• Next IVR – Lookup to the next IVR in the call flow.
• Result
• Related Info

Calls can have multiple Call Interactions.

Fastcall Conversations

Conversations will change the way calls and SMS are grouped.

• Conversation – The name of the Conversation record.
• Internal ID – The identifier of the internal audience associated with the conversation.
• Status – The status of the conversation, such as Active or Closed.
• Owner – The Salesforce user who owns the Conversation record.
• Last Interaction Time – The date and time of the most recent call, SMS, or other interaction in the conversation.
• Has SMS – Indicates whether the conversation contains one or more SMS messages.

and in the Related tab:

• Participants
• Events
• Extracts (If enabled)

Conversations Extracts will maintain a custom object related to the conversation with a text area field containing the conversation extract (sms text and call logs).

• Conversation Extract name – The name of the Conversation Extract record.
• Conversation name – Lookup to the related Conversation record.
• Owner – The Salesforce user who owns the Conversation Extract record.
• Text – Contains the conversation extract, including relevant SMS text and call logs.

Fastcall Call Participants

The object Call Participant relates a Call with many participants. A call can have multiple participants.

Call Participant details:

• Participant name – The name of the Call Participant record.
• Call name – Lookup to the related Call record.
• Record Type – Identifies the type of record associated with the participant, such as a Lead, Contact, Account, or User.
• Participant ID – The unique identifier for the participant.
• Is Called Record – Indicates whether the participant is the Salesforce record that was directly called or contacted.
• Call ID – The unique identifier of the associated call.
• Record ID – The Salesforce ID of the record associated with the participant.
• Connected Phone Number – The phone number used to connect the participant to the call.
• User – The Fastcall or Salesforce user associated with the participant, when applicable.
• Is On Hold – Indicates whether the participant is currently on hold.

Last updated: Fastcall v9.4.3, 2026-07-10