To configure this feature:

1. Ensure Configuring CLM and Configuring Consent Capture are complete.
2. Navigate to Admin > Users & Groups > Permission Sets.
3. Select the appropriate permission set.
4. Select the Objects tab.
5. Grant the following permissions:

   Object	Object Types	Object Permission	Fields	Field Permission
   account__v	n/a	R	clm_opt_type__v	Read
   multichannel_consent__v	n/a	R	n/a	n/a

6. Navigate to Business Admin > Objects > VMobile Object Configurations (vmobile_object_configuration__v).
7. Activate a Full Sync VMOC for the multichannel_consent__v object.
8. Navigate to Business Admin > Objects > Multichannel Settings (multichannel_settings__v).
9. Populate the CLM Opt Out Behavior Multichannel Setting to define the tracking behavior for opted out or not consented accounts: 
   • 0 (zero) – No tracking
   • 1 – Anonymous tracking to the multichannel_activity__v and multichannel_activity_line__v objects. See Tracking CLM Activity Anonymously for more information.
   • All standard CLM tracking information is captured, except for account and call
   • Additional fields from the account (such as segmentation or specialty) can be pulled from the account to the multichannel_activity_line__v object
10. Select the appropriate consent model for the at the global level or at the individual account level:
    • Global: Navigate to Business Admin > Objects > Multichannel Settings (multichannel_settings__v) and select the appropriate option for the CLM Explicit Opt In Multichannel Setting
      • If CLM Explicit Opt In is selected, all accounts are opted in/consented unless there is a valid opt-out record
      • If CLM Explicit Opt In is not selected, all accounts are opted out/not consented unless there is a valid opt-in record
    • Individual account: Navigate to a specific account and select the appropriate option for the clm_opt_type__v field on each account__v record
      • Implicit Opt In – Account is opted in/consented unless there is a valid opt out record
      • Explicit Opt In – Account is opted out/not consented unless there is a valid opt-in record
      • Never – Account never consented

      If the clm_opt_type__v field is null or the user does not have Read field permission to this field, the CLM Explicit Opt In Multichannel Setting is used.

11. Navigate to All > Loader.
12. Data-load any existing consent records for the multichannel_consent__v object. This step is optional.
    • Use the clm__v object type
    • Populate the following fields:
    • Account
    • Opt Type – opt_in__v or opt_out__v
    • Capture Date Time
    • Expiration Date (Optional)
    • Last Device (Optional) – data_load__v

Consent for CLM tracking is captured at the channel level for accounts and can include an expiration date, similar to Approved Email consent. See Creating Consent Types for more information.

For accounts that do not opt-in, CLM activity tracking can be fully disabled or activity can be tracked anonymously. This means a call_clickstream__v record is created while CLM content is being presented to track activity. Once the user exits the media player, the data from the call_clickstream__v record is copied to available corresponding fields on multichannel_activity__v and multichannel_activity_line__v records. Fields referencing the account’s information are not populated.

Regardless of an account’s consent, CLM content always displays. For more information about the expected behavior of CLM tracking with or without consent, see the support article about CLM Consent and CLM Tracking Use Cases.

Group calls are composed of one parent call and an unlimited number of child calls, with one child call per attendee. All parent call information is copied to each of the child calls. For group calls, tracking is determined by the consent of the attendees. If any of the attendees have a status of Not Consented, the group call's consent status is also Not Consented.

Group call tracking is determined by whether all attendees, including the account on the parent call, grant consent for tracking:

• If any attendee does not consent, the group call is not consented
• If the group call is not consented and anonymous tracking is enabled, only one set of multichannel_activity__v and multichannel_activity_line__v records is created and is not associated with any attendee. A set is not created for each attendee.

  Pull-through fields are not copied over on group calls.

• Regardless of the attendee’s account type—or if the attendee does not have an account—the clm_opt_type__v field value determines consent as a part of the group. If the attendee doesn't have access to the clm_opt_type__v field, they are considered not consented for the group consent determination.
• If, when CLM was initiated, the group call was not consented, then all attendees added to the group call after that point are considered not consented and do not receive call key messages and call clickstream tracking
• If, when CLM was initiated, the group call was consented, then any attendees added to the group call after that point receive call key messages and call clickstream tracking regardless of whether the attendee grants consent. This behavior is a direct result of children on group calls receiving a copy of all parent call information.
• Consent for unique activity group calls is determined for each attendee separately. See Capturing Unique Information on Group Call Attendees for more information.

If an attendee grants consent, call key message and call clickstream records are recorded on the child call for that attendee. If an attendee does not grant consent and anonymous tracking is enabled, a separate set of multichannel_activity__v and multichannel_activity_line__v records is recorded for that attendee.