This unit explains how Fastcall relates Call records to other Salesforce records. By the end of it, you will be able to use the ‘managed objects’ and ‘opportunity and case handler’ functionality of Fastcall to control it. Understanding this will allow you to explain to your users how this works and how to build reporting.

Introduction

Having records of calls is all well and good, but it’s better if they’re related to the relevant records of other objects in Salesforce. For some objects, such as a Lead or a Contact, this relationship is obvious, because Fastcall knows the phone number on the call and that of the Lead or Contact. Fastcall also supports a lookup relationship to Case or Opportunity. You can add a lookup relationship to any custom object.

Managed Objects

To deliver this, Fastcall has a ‘Managed Objects’ setting, found under Admin Settings > Call Handling > Managed Objects. When an object is selected as a Managed Object, Fastcall will create a lookup field on the Call Object to the selected object. You can then add the related list for calls on the selected object page layouts. When you open a record for that object you can see all the Calls related to the record.

Fastcall cannot change your page layouts. You will probably want to edit the page layouts for your Managed Objects to show a related list of Calls, and also for your Calls to show the relevant Managed Objects. There’s a separate unit on setting up page layouts in the Setup Guide.

How you can manually change the relationship between Calls and Managed Objects

Updating a lookup in the Fastcall widget will update ALL Call/Task records with the same phone number and direction with the selected Related Object. If you do not wish to update multiple records, do not use the Widget to change relationships.

The Fastcall widget can be used to change the Related Record ID of a call via the ‘Related Records’ functionality. When you change a Related Record with the widget, it will search for all Call / Task objects with the same phone number and direction and change their related object, including those owned by other Salesforce users.

Here’s an example:

  • You have 3 different Contacts (Alice, Bob and Charlie) at company X. Company X uses a common telephone system so all calls to and from them share the same caller ID. So you have 4 records with the same phone number – Contacts for Alice, Bob and Charlie and the Account for Company X.
  • You have 5 inbound and 5 outbound calls logged to Alice, Bob and Charlie each, for a total of 30 calls.
  • Your inbound phone lookup table has the caller ID associated with the Account for Company X.
  • A new phone call comes in. Fastcall identifies the related record as the Account for Company X because of the caller ID.
  • However, it’s Charlie on the phone. When you log the call, you correct the related record to the Contact for Charlie using the Fastcall Widget.
  • Fastcall will then update all inbound calls from that phone number (including those previously associated with Alice and Bob) to relate to Charlie.
  • Now you have 0 inbound and 5 outbound calls to Alice and Bob each and 16 inbound and 5 outbound calls to Charlie (31 calls in total).
  • You make an outbound call to Company X and you get through to Alice. You update the call record in the Fastcall widget to relate to Alice.
  • Fastcall will then update all outbound calls to that phone number to relate to Alice.
  • Now you have 0 inbound and 16 outbound calls to Alice, 0 inbound and 0 outbound calls to Bob and 16 inbound and 0 outbound calls to Charlie (32 calls in total).

How Fastcall automatically tries to make the relationship between Calls and Managed Objects

Fastcall uses two slightly different processes for inbound and outbound calls.

Outbound calls

  1. If dialing a phone number from a Record page or list, the resulting Call will be associated with the Record; ELSE
  2. If the phone number dialed through the dial pad has a Record in the ‘Inbound Phone Lookup’ Objects, that Record will be used; ELSE
  3. Fastcall will search all Managed Objects for the phone number dialed, if a single Record is found that will be used; ELSE
  4. Fastcall will not relate the Call to a Managed Object.

Inbound calls

  1. If the phone number dialing has a Record in the ‘Inbound Phone Lookup’ Objects, that Record will be used; ELSE
  2. Fastcall will search all Managed Objects for the phone number dialing, if a single Record is found that will be used; ELSE
  3. Fastcall will not relate the Call to a Managed Object.

Inbound Phone Lookup Object

Fastcall remembers the last association made between a phone number and a managed Object, whether or not this was made manually or automatically. This association is stored as a Record of the ‘Inbound Phone Lookup’ Object and is used in the automatical association between Calls and Managed Objects. It is also used to control the related Record displayed in the Fastcall Widget.

Opportunity and Case handler

Fastcall has two features for improving the handling of Opportunities and Cases. When turned on, these work as follows. If a Call is related with a Contact that has an Account, or directly with an Account, you can also relate the Call to an Opportunity or Case belonging to the Account. This is done via the Fastcall Widget, on the ‘Related Records’ tab.

Task Multiple Relationships

Salesforce can handle multiple relationships on Task Records if “Allow Users to Relate Multiple Contacts to Tasks and Events” under “Activity Settings” is enabled. Fastcall can support this if the options “Multiple Contacts” is turned on under Fastcall Settings > Admin Settings > Logging > Widget Interface. This does not affect Call Records, which do not support multiple contacts.