Enabling Call Booking Support

Booking Agents

To configure this feature:

Ensure Configuring Call Planning is complete.
Navigate to Admin > Configuration > Tabs.
Create a Planned Calls tab for the call2__v object. Filter records by the call2_status__v field, to only include calls in planned status.
Navigate to Admin > Users & Groups > Permission Sets.
Select the appropriate permission set.
Select the Objects tab.
Grant booking agents Edit field permission to the following fields on the call2__v object:
- assigner__v
- assignment_datetime__v
- ownerid__v
- call2_status__v
Do not grant end users any level of field permission to the assigner__v and assignment_datetime__v fields.
Select the Tabs tab.
Grant booking agents access to the Planned Calls tab.
Create a separate booking agent layout on the call2__v object and assign it to booking agents:

Navigate to Admin > Configuration > Objects > call2__v > Layouts
Create a layout for booking agents and ensure the call2_status__v field is placed on the layout. This enables booking agents to modify the call booking and save details while the call is in Planned status, then transfer the call to the appropriate user.
Navigate to Admin > Users & Groups > Layout Profiles
Create a layout profile for booking agents, or select an existing profile
Select the Layouts tab for the appropriate layout profile
Add the newly created call2__v object layout to the booking agent layout profile

For more information on layout profiles, see Configuring Layout Profiles on the Vault platform help site.

Configuring the Assign Calls Workflow

Ensure there is an Assign Calls workflow associated to the Call lifecycle.

If not, create the workflow and associate it to the Call lifecycle:

Create an assign_calls__c workflow:

Navigate to Admin > Configuration > Workflows
Select Create
Select the Object Workflow type
Select Continue
Enter the following values:
Label - Assign Calls
Name - assign_calls__c
Lifecycle - Call
Select Save

Ensure the Use workflow for single object record check box is not selected.

Add a Start control:

Select the Start node for the workflow, under Workflow Steps
Select the Edit button
Select Add Control, under the Start Options section
Enter the following values:
Control picklist - Select Prompt for Fields
Field - ownerid__v
Required - Select the Required check box

Select Save.
Return to the workflow.
Select Create Step from the Workflow Steps section.
Enter the following values:

Label - Assign
Name - assign__c
Type - Action
Description - Executes the assign action

Select the Create Rule button.
Enter the following values for the first rule:

Condition Type - Always
Perform Action - Update field
Field - assigner__v
Set to value - RecordByLabel(@WorkflowOwner.name__v)

Select the Create Rule button to create a second rule.
Enter the following values for the second rule:

Condition Type - Always
Perform Action - Update field
Field - assignment_datetime__v
Set to value - Now()

Select Save.
Return to the workflow.
Ensure the End Type is set to End workflow.
Select Make the configuration active.

Next, associate the workflow to the Call lifecycle:

Navigate to Admin > Configuration > Object Lifecycles.
Select the call_lifecycle__v lifecycle.

Select the planned_state__v state.

Select the Edit button for the User Actions section.
Select Create Rule.
Enter the following values:

Condition Type - Always
Allow the following actions - Workflow
Workflow - assign_call__c
Action Label - Assign

Select Save.

By default, users are granted Execute permission for the action. Optionally, to control visibility to the action by role, add Role Overrides using atomic security. For more on atomic security, see Configuring Atomic Security on the Vault platform help site.

Optional Configuration

Optionally, create a user object reference field to streamline call assignment for booking agents:

Navigate to Admin > Configuration > Objects > call2__v > Fields.
Create a custom object reference field on the call2__v object for the user__sys object, to enable booking agents to indicate the future owner of the call (optional).
Navigate to Admin > Users & Groups > Permission Sets.
Select the appropriate permission set.
Select the Objects tab.
Grant booking agents Edit permission to the newly created field.
Navigate to Admin > Configuration > Objects > call2__v > Layouts.
Place the object reference field on the call2__v layout for booking agents.

End Users

To configure this feature:

Ensure Configuring Call Planning is complete.
Navigate to Admin > Users & Groups > Permission Sets.
Select the appropriate permission set.
Select the Objects tab.
Ensure end users have Read field permission for the call2_status__v field on the call2__v object.
Navigate to Admin > Configuration > Objects > call2__v > Layouts.
Ensure the call2_status__v field is on the call2__v layout assigned to end users.

Booking Agents

Booking agents can schedule calls for end users via any of the call scheduling methods available in Vault CRM. To plan around existing appointments, use Viewing Shared Calendars to view end users' calendars. Once calls are scheduled, booking agents assign calls to the appropriate end users.

Assigning unique activities group calls is not supported.

Navigate to the Planned Calls tab.
Select the All Actions menu for a planned call report.

Only calls in Planned status can be assigned. Calls in Saved or Submitted status cannot be assigned.
Select Assign.
Search for and select the appropriate assignee from the Owner field.
Select Start to make the selected user the call owner.

To assign a selection of planned calls to the same user:

Select the All Actions menu for the Planned Calls tab.

To easily view calls for a single user, create a Planned Calls tab view filtered by user.
Select Start Workflow.
Select the Advanced Start Workflow link from the Start Workflow modal.
Select the appropriate records to include.

If there are child calls associated with a parent call, be sure to select the parent call and all related child calls.
Select Next.
Select the Assign Calls workflow.
Select Next.
Search for and select the appropriate assignee from the Owner field.

Select Next.

Select Finish to assign the selected calls.

Once assigned, call ownership is transferred to the selected user. Transferred calls display on the new owner’s calendar in My Schedule, where they can view, edit, and delete calls as usual.

The following fields on the call2__v record are updated when a call is assigned to a new user:

ownerid__v - Selected owner
assigner__v - User who initiated the workflow
assignment_datetime__v - Date and time ownership was transferred

After the call is assigned, the booking agent cannot delete it. Calls can only be deleted by the call owner, if the call owner has Delete permission for the call2__v object.

Enabling Call Booking Support

Configuring Call Booking Support for

Assigning Calls with Call Booking Support as

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