Unit - Inbound Routing

Fastcall > Training Resources > User Guide > Module – Fastcall Core > Unit – Inbound Routing

In this unit, you will learn:

How inbound routing works, in more detail
How to set up your inbound routing

You’ll also be introduced to Auto Call Distribution (ACD).

Inbound routing in more detail

Inbound routing is used to determine what happens when someone calls a phone number that’s assigned to you in Fastcall. We’ve already seen it in the unit on getting ready to receive calls.

Inbound routing covers two types: calls made to a number assigned directly to you, and calls that end up directed to you by an Auto Call Distribution group.

Also allows you to direct calls to devices that you’ve already set up – see the unit on Devices for more details.

Inbound example

See the training unit Receiving a Call for an example of this in action.
Here’s how it works for an inbound call:

Someone calls a phone number that’s assigned to you in Fastcall
Fastcall figures out what to do with the call based on your inbound routing and availability
Fastcall will ring the chosen device
When you pick up, you’re speaking to the caller

Inbound routing settings

You can get to your inbound routing settings from Fastcall Settings > My Settings > Inbound Settings. There are four sets of settings: ‘Inbound Routing’, ‘Inbound Settings’, ‘Notifications’ and ‘Voicemail’.

Inbound Routing

This displays an ordered list of inbound routes. Fastcall will attempt to connect to each inbound route, in turn, calling it for the specified ring time.
If no inbound routes are available or the call is not answered, it will either terminate or be directed to voicemail, depending on your configured settings.

To add an inbound route, click the plus icon.
To edit an existing inbound route, click it.
To remove an inbound route, click the ‘x’ icon on the right.
To re-order the inbound routes, click the up and down arrows under ‘order’.

Properties of an inbound route

An inbound route has the following properties:

Receive calls in – this is the device that will ring.
Simulring – you can set a secondary device to ring simultaneously as well. You’ll take the call on whichever device you pick up.
Ring time – how long the inbound route will ring for, in seconds, before giving up.
Require Key Press To Accept Call – this will require the user to press a key in order to accept the call. Not available for the Softphone. This setting helps prevent calls from being answered by the mobile device’s voicemail.
Use Fastcall Caller ID To Forward – When enabled, Fastcall will dial the device using one of the assigned phone numbers as the Caller ID instead of the incoming call’s From number. This may help prevent the call from being blocked due to a low call score.
Time base routing – the times in between which the route is active.

Missed calls settings

Route to voicemail – When the Voicemail option is selected in the inbound route settings, any call that is not answered by the user will automatically be sent to voicemail.

Route to IVR – With the No Answer IVR option, unanswered inbound calls are redirected to an IVR flow instead of going directly to voicemail. It’s a flexible way to handle missed calls while still giving callers a path to continue their interaction.

Notifications on Salesforce Mobile

Receive voicemails, messages and missed calls notifications trough your Salesforce Mobile App. Users can reply directly from Salesforce Mobile push notifications, so they stay reachable and can respond quickly even when away from their desks.

How to set it up

Fastcall Settings > My Settings > Devices

Click the + button, add your mobile phone as a new device, and verify it.

Fastcall Settings > My Settings > Inbound Settings

Enable Salesforce Mobile Notifications for Inbound Calls.

Setup > Notification Delivery Settings > Custom Notification Types

Edit the Mobile Call Notification and enable Salesforce for Android and Salesforce for iOS.

Add a third device for ringing calls

Users can define a “Ringtone Device” so that ringing calls can be sent to a speaker, while a headset is used for the call.

ACD

ACD stands for Auto Call Distribution. Depending on how your administrator has set up Fastcall, you may be taking calls that are distributed by ACD, for example, if you are an inbound call center operator.
The ACD call receiver is the device you use to receive calls routed to you through ACD.

When you receive a call through an ACD, the call will ring the device configured as the ACD receiver, even if another device appears first in the Inbound Routing list.

For example, in this case, the call will ring the Softphone, not the mobile device listed first.