Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/CallPlanning/Managing/CallBooking.htm

## Enabling Call Booking Support

To enable end users to focus fully on call execution, some organizations authorize designated users (booking coordinators ) to handle call scheduling and planning. Call Booking Support enables booking coordinators to assign planned calls to other users, for centralized call planning.

**Who can use this feature?**

* Booking Coordinators — Browser
* [Assigning Calls with Call Booking Support](#Assignin)
* Users do not require an additional license

### Configuring Call Booking Support for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Booking Coordinators](#)

To configure this feature:

1. Ensure [Configuring Call Planning](../CPConfig.htm) is complete.
2. Navigate to **Admin > Configuration > Tabs**.
3. 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.

   ![](../../../Resources/Images/Activities/CallReporting/PlannedCallsTab.png)
4. Navigate to **Admin > Users & Groups > Permission Sets**.
5. Select the appropriate permission set.
6. Select the **Objects** tab.
7. Grant booking coordinators 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.
8. Select the **Tabs** tab.
9. Grant booking coordinators access to the **Planned Calls** tab.
10. Create a separate booking agent layout on the **call2\_\_v** object and assign it to booking coordinators:

* Navigate to **Admin > Configuration > Objects > call2\_\_v > Layouts**
* Create a layout for booking coordinators and ensure the **call2\_status\_\_v** field is placed on the layout. This enables booking coordinators 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 coordinators, 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](https://platform.veevavault.help/en/gr/582159/) 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:

1. 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 checkbox is not selected.

![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/AssignCallsWorkflowSaved.png)

2. 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 checkbox

![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/AddStartPrompt.png)

3. Select **Save**.
4. Return to the workflow.
5. Select **Create Step** from the Workflow Steps section.

   ![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/Copy of CreateStep.png)
6. Enter the following values:

* Label - Assign
* Name - assign\_\_c
* Type - Action
* Description - Executes the assign action

![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/Copy of CreateAssignActionCropped.png)

7. Select the **Create Rule** button.
8. 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)

![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/Copy of CreateRules.png)

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

* Condition Type - Always
* Perform Action - Update field
* Field - assignment\_datetime\_\_v
* Set to value - Now()

![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/CreateRules2.png)

11. Select **Save**.
12. Return to the workflow.
13. Ensure the **End Type** is set to End workflow.
14. Select **Make the configuration active**.

Next, associate the workflow to the Call lifecycle:

1. Navigate to **Admin > Configuration > Object Lifecycles**.
2. Select the **call\_lifecycle\_\_v** lifecycle.

![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/LifecyclePage.png)

3. Select the **planned\_state\_\_v** state.

![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/PlannedState.png)

4. Select the **Edit** button for the User Actions section.
5. Select **Create Rule**.
6. Enter the following values:

* Condition Type - Always
* Allow the following actions - Workflow
* Workflow - assign\_call\_\_c
* Action Label - Assign

![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/Copy of CreateLifecycleUserActionCropped.png)

7. Select **Save**.
8. Navigate to **Admin > Users & Groups > Permission Sets**.
   * Select the appropriate permission set
   * Select the **Applications** tab
   * Select **Edit**
   * Select the **All Workflow** check box in the Workflow section
     ![](../../../Resources/Images/SchedulingPlanning/CallPlanning/All_Workflow.png)
   * 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](https://platform.veevavault.help/en/lr/47850/#active-workflow-actions) on the Vault platform help site.

#### Optional Configuration

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

1. Navigate to **Admin > Configuration > Objects > call2\_\_v > Fields**.
2. Create a custom object reference field on the **call2\_\_v** object for the user\_\_sys object, to enable booking coordinators to indicate the future owner of the call (optional).
3. Navigate to **Admin > Users & Groups > Permission Sets**.
4. Select the appropriate permission set.
5. Select the **Objects** tab.
6. Grant booking coordinators Edit permission to the newly created field.
7. Navigate to **Admin > Configuration > Objects > call2\_\_v > Layouts**.
8. Place the object reference field on the **call2\_\_v** layout for booking coordinators .

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#)

To configure this feature:

1. Ensure [Configuring Call Planning](../CPConfig.htm) is complete.
2. Navigate to **Admin > Users & Groups > Permission Sets**.
3. Select the appropriate permission set.
4. Select the **Objects** tab.
5. Ensure end users have Read field permission for the **call2\_status\_\_v** field on the call2\_\_v object.
6. Navigate to **Admin > Configuration > Objects > call2\_\_v > Layouts**.
7. Ensure the **call2\_status\_\_v** field is on the call2\_\_v layout assigned to end users.

### Assigning Calls with Call Booking Support as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Booking Coordinators](#)

Booking coordinators 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](SharingCalendars.htm) to view end users' calendars. Once calls are scheduled, booking coordinators assign calls to the appropriate end users.

Assigning [unique activity group calls](../../Call_Reporting_2/Executing/Activities/UniqueActivities.htm) is not supported.

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

   ![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/AssignActionCropped.png)

   Only calls in Planned status can be assigned. Calls in Saved or Submitted status cannot be assigned.
3. Select **Assign**.
4. Search for and select the appropriate assignee from the **Owner** field.

   ![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/AssignOwner.png)
5. Select **Start** to make the selected user the call owner.

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

1. 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.

   ![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/SelectBulkActioncropped.png)
2. Select **Start Workflow**.

   ![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/SelectBulkWorkflow.png)
3. Select the **Advanced Start Workflow** link from the Start Workflow modal.
4. 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.

   ![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/AdvancedFlow1Cropped.png)
5. Select **Next**.
6. Select the **Assign Calls** workflow.

   ![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/AdvancedFlow2.png)
7. Select **Next**.
8. Search for and select the appropriate assignee from the **Owner** field.

![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/AdvancedFlow3.png)

9. Select **Next**.

![](../../../Resources/Images/SchedulingPlanning/CallPlanning/Advanced Functionality/Assign Calls Workflow/AdvancedFlow4.png)

10. 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.

### Related Topics

[Scheduling Calls](../Scheduling/SchedulingCalls/CallsLanding.htm)

[Managing Calls and Activities in My Schedule](ManagingLanding.htm)