Configuring a Phone Call consent channel allows Service Center to verify an outbound target’s consent before connecting the call. If an outbound target has opted out or lacks phone call consent, Service Center does not attempt to call the target. Additional configuration is required to enable users to capture and comply with consent records.

To configure this feature:

1. Ensure Configuring Service Center is complete.
2. Ensure Configuring Consent Capture is complete.
3. Navigate to Admin > Users & Groups > Permission Sets.
4. Select the appropriate permission set.
5. Select the Objects tab.

6. Grant the following permissions:

   Object	Object Permission	Object Types	Fields	Field Permission
   consent_type__v	R	phone_call__v	All fields	Read
   multichannel_consent__v	CRE	phone_call__v	created_by__v created_date__v global_id__sys id last_initiated_by__sys modified_by__v modified_date__v	Read
   			account__v activity_tracking__v capture_datetime__v channel_source__v channel_value__v consent_confirm_datetime__v consent_header__v consent_line__v consent_type__v content_type__v default_consent_text_file__v detail_group__v disclaimer_text_file__v external_id__v last_device__v legacy_consent_channel__v legacy_crm_id__v link__sys mobile_id__v name__v object_type__v opt_expiration_date__v opt_out_disclaimer_text__v opt_type__v optout_event_type__v product__v receipt_email__v receipt_sent_email__v Receipt_sent_email_transaction_id__v related_transaction_id__v sent_email__v signature__v signature_captured_qr_code__v signature_captured_share_link__v signature_datetime__v signature_id__v status__v sub_channel_key__v unbranded__v union_id__v user_last_notified__v	Edit

7. Navigate to Business Admin > Objects > Consent Types.
8. Select Create.
9. Select the Phone Call object type.

• Consent Header - Select the appropriate Consent Header
• Default Consent Type - Select Implicit or Explicit
• Implicit - Allows outbound dialing until an account explicitly opts out
• Explicit - Requires a valid opt-in record for the account to attempt an outbound dial
• Channel Source - Leave blank to allow Service Center to capture phone call consent capture at the channel level
• Product Preference - Select All_Lines. This ensures that phone consent is captured once across all products.

10. Select Save.

When Phone Call consent is enabled, an opt-out for one of the account’s phone numbers is treated as an opt-out for the account as a whole.

If Restricting Calls by Account is enabled, users are prevented from placing a call where the Do Not Call value for the account is set to Yes, regardless of whether Phone Call consent is valid.

If Phone Call consent and Restricting Calls by Account are not enabled, outbound target dialing is unrestricted. It is recommended that customers use Phone Call consent in accordance with local regulatory requirements.

Phone call opt-outs can be captured in Service Center at the end of a connected or attempted call. If an account requests to not be contacted, Service Center reps select the Opt Out of Phone Calls call action. Once an account opts out, they are removed from any active target lists and any future call attempts are blocked.

When an account has opted back in through standard consent capture channels, for example, via Consent Capture during an in-person visit or the HCP visiting an online portal to manually opt-in, the former opt-out record is automatically expired. The Service Center rep can then check the account’s consent status and restore their opt-in record to allow phone calls.

To restore an account’s opt-in record:

1. Navigate to the Outbound tab.
2. Select the target, indicated by the No Consent label.
3. Select Check Phone Consent to recheck the account’s consent.

• If successful, the account is restored to the Not Started view, or the Retry view if previous call attempts were made
• If unsuccessful, the account remains in the No Consent state