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Unit – The Fastcall Data Model

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 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 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. These are Salesforce standard fields.

  • OwnerId
  • Call Duration
  • Call Object Identifier
  • Call Result
  • Call Type
  • Comments
  • WhatId
  • WhoId
  • Status
  • Subject

Fastcall adds 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 can have multiple Connections to other Fastcall users and Connections can have multiple Attempts.

  • Call name
  • Call ID
  • Call type – Outbound / Inbound / Internal
  • Start time
  • End time
  • Connection duration
  • Wait time
  • From phone
  • To phone
  • Direction
  • Related record ID – Salesforce ID of the Lead, Contact, etc
  • First reply call – (lookup) this is helpful to manage missed calls
  • Hours until reply
  • Reply call date
  • Phone number – lookup to inbound phone dialed
  • Status – completed, missed
  • Planned call start time – used to compare to the actual start time of the call
  • Planned time difference
  • IVR – lookup to IVR used for an inbound call
  • Queue position – used by the ACD to show order
  • Protect call recording – will block a delete request
  • After hours – used with the time of day settings to differentiate missed calls
  • Related goal snapshot – used with planned calls
  • 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.
  • Update Call – fetches details if missing from a call. Not common but the button is useful when needed.
  • Send Call to Fastcall Support – custom link used to send a call sample to Fastcall
  • NOTE: Add track changes to the Call object to track the call recording field.

Fastcall continuously updates the application and adds new custom fields. After the initial install, its 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
  • 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
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
  • Connection attempt ID
  • Lookup to the Connection
  • User
  • ACD Position
  • Status – completed, missed
  • Attempt time
  • From phone
  • To phone
Fastcall Connections can have multiple Attempts. These are related to the ACD (Auto Call Distribution)

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 response. 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 Dashboard (our control panel)

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. Users can reply to missed calls. Active calls can be projected on a monitor. The Fastcall dashboard is more of a control panel and not a Salesforce Dashboard.

Fastcall 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.

Last updated: Fastcall v7.12, 2021-03-10