This training unit covers Fastcall’s call transfer functionality. This will need to be enabled by your administrator, as it’s not enabled by default.
Use the widget to make a transfer
When you’re on a call, the Fastcall widget will display a ‘Transfer’ button on the ‘Actions footer’. Clicking this will allow you to choose where to transfer the call from one of five categories:
1- Fastcall Users
Lists all available Fastcall users and transfers your call to the defined inbound call route for that user; just as the user would receive an inbound call. A transferred call can be sent to a Fastcall user with simulring or overflow, for example. The receiving user must have an inbound route setup.
- Shows all users Online and offline.
- Option for voicemail in cold transfer when offline.
- Options to select an inbound route and send a note to the user.
2 – Salesforce Users
This is a list of any Salesforce Users with phone numbers set who are not also Fastcall Users. Fastcall will present the phones listed in the Salesforce user record. These users cannot answer on the Fastcall softphone.
- When transferring to a Salesforce user you can select the phone number to transfer.
3 – Groups
Will transfer the call to a Fastcall group as defined in the IVR setup. For example, transfer to support.
- List of members with status and option to send a note.
4 – Phone Numbers
Transfer to a fixed phone as is set in call transfer settings. For example, transfer to your receptionist, or a call center.
5 – IVR
A user can transfer a call to an IVR if this option is enabled in the IVR setting.
- Option to add a note to IVR
You can then search for or choose the transfer target from within that category
If you’re making a Call Transfer, you will be disconnected from the call at this point. You can finish your notes and record the call result as usual.
If you want to stay in the call with the other participants, you can use Conference Calls instead of Call Transfer. You will learn more about Conference Calls in the next unit.
Transfers and logging
Fastcall will create a Connection object for each leg of the Call. Since the call results and notes are stored on the Connection, not the Call, each User involved with the call can add their own results and notes. The last user to hang up will be reflected in the “Last Connection Information” on the Call object.
NOTE: Calls transferred to Fastcall users follow the routing rules configured within Fastcall. Only available Fastcall users will appear as transfer options. Their availability is determined by their user status, which controls both inbound and transferred calls.
Unlike Fastcall users, Salesforce users do not have a user status (as they do not use the Fastcall softphone). If a Salesforce user does not have a phone number assigned in their Salesforce user record, they will not be available as a transfer option.
Last updated: Fastcall v8.5.9, 2024-06-03