Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/Call_Reporting_2/ConfiguringCR.htm

## Configuring Call Reporting

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

The call reporting module consists of a parent call object, child call objects, and associated objects that the call functionality depends on, for example attendees, account, or call. The main objects that comprise the call reporting module are:

#### Call (call2\_\_v)

The call object stores all of the information for planned, saved, and submitted calls, including the account, address, territory, and date and time for each call. There is one call row for each account on a call. For group calls, attendee details are captured as child call2\_\_v records. For unique activity group calls, the attendee details are captured as additional related records.

The Copy Record action is not supported for call2\_\_v records.

#### Call Detail (call2\_detail\_\_v)

The Call Detail object stores all of the information for any product details recorded on a call. The product detailing section on the call report enables users to identify which products or topics were discussed from a predefined list, based on products assigned to the user in My Setup Products.

#### Call Discussion (call2\_discussion\_\_v)

The Call Discussion object stores all of the information for product discussions captured on a call. The Call Discussion object also enables creation of different product discussion layouts, which can be applied based on call object type.

#### Call Sample (call2\_sample\_\_v)

The Call Sample object stores all of the information for samples or promotional items recorded on a call.

#### Call Key Message (call2\_key\_message\_\_v)

The Call Key Message object stores all of the Key Messages recorded on a call.

#### Call Follow-Up Template (call\_followup\_template\_\_v)

The Call Follow-Up Template object stores all of the information for any follow-up activities recorded on a call. There is one follow-up template record for each follow-up activity type recorded on a call.

#### Expense (expense\_\_v)

The Expense object stores all of the expense data recorded on a call.

#### My Setup Product (my\_setup\_\_v)

Each user’s product assignments are stored in My Setup Products. See [Using the My Setup Tab](../Products/MySetupPage.htm) for details on the object.

#### Sample Lot (sample\_lot\_\_v)

The Sample Lot object holds all lot numbers for products available to users. The Sample Lot object is a private object, meaning that users only have access to the Sample Lot record they own. See [Creating Records for Sample Management](../SampleManagement/ManagingSampleRelatedData/CreatingRecords.htm) for more information.

#### Call Type

Depending on the primary account on a call report, the platform, and the types of activities captured, the value of the call\_type\_\_v field on the call2\_\_v object is set as follows:

| Call Type | Criteria |
| --- | --- |
| Call Only | The call is against a person OR a business account. No details or samples are recorded. |
| Detail Only | The call is against a person account. There is at least one detail product selected. No samples are recorded. |
| Group Detail | The call is against a person account on a group call, a person account with call location, or a business account. There is at least one detail product selected. No samples are recorded. |
| Sample Only | The call is against a person OR a business account. There is at least one sample, BRC, or alternative sample product selected. No details are recorded. |
| Detail with Sample | The call is against a person account. There is at least one detail product selected AND at least one sample, BRC, or alternative sample product selected. |
| Group Detail with Sample | The call is against a person account on a group call, a person account with call location, or a business account. There is at least one detail product selected AND at least one sample, BRC, or alternative sample product selected. |
| Event Only | The call is against a medical event. No details are recorded. |
| Event Detail | The call is against a medical event. There is at least one detail product selected. |

### Configuring Call Reporting for

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

To configure this module:

1. Ensure [Configuring Accounts](../Accounts/AcctConfig.htm) and [Configuring the Product Catalog](../Products/ConfigProduct.htm) 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 Permission | Object Types | Fields | Field Permission |
| --- | --- | --- | --- | --- |
| account\_\_v | at least R | All applicable object types | n/a | n/a |
| call2\_\_v | CRED | All applicable object types | * account\_\_v * add\_detail\_\_v * add\_key\_message\_\_v * attendees\_\_v * attendee\_type\_\_v * call\_channel\_\_v * call\_type\_\_v * child\_account\_\_v * child\_account\_id\_\_v * controlling\_parent\_account\_\_v * detail\_section\_attribute\_\_v * detailed\_products\_\_v * expense\_amount\_\_v * expense\_post\_status\_\_v * first\_submitted\_datetime\_\_v * last\_device\_\_v * location\_id\_\_v * location\_name\_\_v * object\_type\_\_v * submitted\_by\_mobile\_\_v * trigger\_timestamp\_\_v * unlock\_\_v | Edit |
| * created\_by\_\_v * created\_date\_\_v * entity\_display\_name\_\_v * is\_parent\_call\_\_v * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v * parent\_call\_\_v | Read |
| call2\_detail\_\_v | CRED | n/a | * call2\_\_v * detail\_group\_\_v * detail\_priority\_\_v * mobile\_id\_\_v * product\_\_v * type\_\_v | Edit |
| * created\_by\_\_v * created\_date\_\_v * is\_parent\_call\_\_v * modified\_by\_\_v * modified\_date\_\_v | Read |
| call2\_discussion\_\_v | CRED | * callreport\_\_v * event\_\_v * meetingbrief\_\_v * mslmeetingbrief\_\_v | * account\_\_v * attendee\_type\_\_v * call2\_\_v * call\_date\_\_v * detail\_group\_\_v (optional; if using detail groups) * mobile\_id\_\_v * object\_type\_\_v * product\_\_v * user\_\_v | Edit |
| * created\_by\_\_v * created\_date\_\_v * is\_parent\_call\_\_v * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v | Read |
| call2\_key\_message\_\_v | CRED | n/a | * account\_\_v * call2\_\_v * call\_date\_\_v * detail\_group\_\_v * key\_message\_\_v * key\_message\_name\_\_v * product\_\_v * reaction\_\_v | Edit |
| * created\_by\_\_v * created\_date\_\_v * is\_parent\_call\_\_v * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v | Read |
| expense\_\_v | CRED | call\_\_v | * amount\_\_v * call2\_\_v * description\_\_v * expense\_type\_\_v * transaction\_date\_\_v | Edit |
| * created\_by\_\_v * created\_date\_\_v * local\_currency\_\_sys * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v | Read |
| expense\_type\_\_v | R | expense\_type\_\_v | * active\_\_v * exclude\_from\_\_v | Read |
| key\_message\_\_v | CRED | n/a | * active\_\_v * language\_\_v * product\_\_v | Edit |
| * created\_by\_\_v * created\_date\_\_v * description\_\_v * detail\_group\_\_v * display\_order\_\_v * media\_file\_name\_\_v * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v | Read |
| user\_\_sys | n/a | n/a | * created\_by\_\_v * created\_date\_\_v * first\_name\_\_sys * last\_name\_\_sys * modified\_by\_\_v * modified\_date\_\_v * system\_owned\_user\_\_sys * user\_identifier\_\_v | Read |

6. Select the **Pages** tab in the appropriate permission set.
7. Grant View permission for the **Call Reporting** page.

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

To configure this module:

1. Ensure [Configuring Accounts](../Accounts/AcctConfig.htm) and [Configuring the Product Catalog](../Products/ConfigProduct.htm) 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 Permission | Object Types | Fields | Field Permission |
   | --- | --- | --- | --- | --- |
   | account\_\_v | R | All applicable object types | * account\_identifier\_\_v * created\_by\_\_v * created\_date\_\_v * credentials\_\_v (optional) * do\_not\_call\_\_v * middle\_name\_cda\_\_v (optional) * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v * preferred\_name\_\_v (optional) * suffix\_cda\_\_v (optional) | Read |
   | address\_\_v | CRE | repmaintained\_\_v | * created\_by\_\_v * created\_date\_\_v * name\_\_v * street\_address\_2\_cda\_\_v * city\_cda\_\_v * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v * postal\_code\_cda\_\_v * primary\_cda\_\_v * state\_\_v | Read |
   | call\_cycle\_entry\_\_v | CRED | n/a | * created\_by\_\_v * created\_date\_\_v * name\_\_v * duration\_\_v * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v | Read |
   | call2\_\_v | CRED | * callreport\_\_v * event\_\_v | * account\_\_v * add\_key\_message\_\_v * address\_\_v * attendees\_\_v * attendee\_type\_\_v * call\_channel\_\_v * call\_date\_\_v * call\_datetime\_\_v * call\_type\_\_v * call2\_status\_\_v * child\_account\_\_v * child\_account\_id\_\_v * controlling\_parent\_account\_\_v * detail\_section\_attribute\_\_v * detailed\_products\_\_v * expense\_amount\_\_v * expense\_post\_status\_\_v * first\_submitted\_datetime\_\_v * last\_device\_\_v * location\_id\_\_v * location\_name\_\_v * location\_text\_\_v * mobile\_last\_modified\_date\_v * object\_type\_\_v * submitted\_by\_mobile\_\_v * territory\_\_v * trigger\_timestamp\_\_v * user\_\_v | Edit |
   | * created\_by\_\_v * created\_date\_\_v * entity\_display\_name\_\_v * is\_parent\_call\_\_v * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v * parent\_call\_\_v | Read |
   | call2\_detail\_\_v | CRED | n/a | * call2\_\_v * detail\_group\_\_v * detail\_priority\_\_v * product\_\_v * type\_\_v | Edit |
   | * created\_by\_\_v * created\_date\_\_v * is\_parent\_call\_\_v * modified\_by\_\_v * modified\_date\_\_v | Read |
   | call2\_discussion\_\_v | CRED | * callreport\_\_v * event\_\_v | * account\_\_v * attendee\_type\_\_v * call2\_\_v * call\_date\_\_v * detail\_group\_\_v (optional; if using detail groups) * mobile\_id\_\_v * object\_type\_\_v * product\_\_v * user\_\_v | Edit |
   | * created\_by\_\_v * created\_date\_\_v * is\_parent\_call\_\_v * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v | Read |
   | call2\_key\_message\_\_v | CRED | n/a | * account\_\_v * call2\_\_v * call\_date\_\_v * detail\_group\_\_v * key\_message\_\_v * key\_message\_name\_\_v * product\_\_v * reaction\_\_v | Edit |
   | * created\_by\_\_v * created\_date\_\_v * is\_parent\_call\_\_v * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v | Read |
   | expense\_\_v | CRED | call\_\_v | * amount\_\_v * call2\_\_v * description\_\_v * expense\_type\_\_v * transaction\_date\_\_v | Edit |
   | * created\_by\_\_v * created\_date\_\_v * local\_currency\_\_sys * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v | Read |
   | expense\_type\_\_v | R | expense\_type\_\_v | * active\_\_v * created\_by\_\_v * created\_date\_\_v * exclude\_from\_\_v * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v | Read |
   | key\_message\_\_v | R | n/a | * active\_\_v * created\_by\_\_v * created\_date\_\_v * description\_\_v * detail\_group\_\_v * display\_order\_\_v * language\_\_v * media\_file\_name\_\_v * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v * product\_\_v | Read |
   | my\_setup\_products\_\_v | CRED | n/a | favorite\_\_v | Read |
   | tsf\_\_v | R | All applicable object types | * address\_\_v * created\_by\_\_v * created\_date\_\_v * modified\_by\_\_v * modified\_date\_\_v * ownerid\_\_v | Read |
   | user\_\_sys | n/a | n/a | * created\_by\_\_v * created\_date\_\_v * first\_name\_\_sys * last\_name\_\_sys * modified\_by\_\_v * modified\_date\_\_v * system\_owned\_user\_\_sys * user\_identifier\_\_v | Read |
6. Grant users View permission for the following controls on the **call2\_\_v** object:
   * call\_attendees\_section\_\_v
   * call\_details\_section\_\_v
   * delete\_\_v - Optional; enables the Delete button
   * key\_messages\_section\_\_v
   * expenses\_section\_\_v
   * more\_actions\_\_v - Optional; enables the All Actions button
   * product\_discussion\_section\_\_v
   * save\_\_v
   * submit\_\_v
7. Select the **Pages** tab in the appropriate permission set.
8. Grant View permission for the **Call Reporting** page.
9. Navigate to **Admin > Configuration > Objects > call2\_\_v**.
10. Select the **Object Types** tab.
11. Ensure the following values are available under Picklist Values for the **call\_channel\_\_v** field on each call2\_\_v object type:
    * face\_to\_face\_\_v
    * video\_\_v
    * phone\_\_v
    * message\_\_v
    * email\_\_v
    * other\_\_v
12. Select the **Layouts** tab.

    When configuring call reporting, do not place related object sections on call2\_\_v layouts. The call report does not support related object sections.
13. Add the following section controls to the appropriate **call2\_\_v** layouts:
    * call\_attendees\_section\_\_v - Enables [Adding Call Attendees](Executing/Activities/Attendees.htm)
    * call\_details\_section\_\_v - Enables [Detailing Products on the Call Report](Executing/Activities/ProductDetailing.htm)
    * key\_messages\_section\_\_v - Enables [Using Key Messages on the Call Report](Executing/Activities/KeyMessages.htm)
    * expenses\_section\_\_v - Enables [Capturing Expenses on the Call Report](Executing/Post/Expenses.htm)
    * product\_discussion\_section\_\_v - Enables [Capturing Product Discussions on the Call Report](Executing/Activities/CaptureProductDiscussions.htm)

    Adding standard or custom fields to the Fields section on section controls (for example, call\_attendees\_section\_\_v) is not supported, unless specified in feature configuration.
14. Ensure the **buttons\_\_c** detail form section is added to all call2\_\_v layouts, and add the following controls to the section:

    * save\_\_v
      - Every layout on the call2\_\_v object must include the Save control in the buttons\_\_c detail form section
    * submit\_\_v
    * delete\_\_v - Optional; enables the Delete button
    * more\_actions\_\_v - Optional; enables the All Actions button

    Fields are not supported in the buttons\_\_c detail form section, unless specified in feature configuration.
15. Place the following fields on **call2\_\_v** layouts, typically in the Call Header (for example, details\_\_c) section:

    * call\_channel\_\_v

    Ensure the call\_channel\_\_v field is not set as read-only on call2\_\_v layouts. If the call\_channel\_\_v field is read-only, sync errors may occur when users save calls.

    * call\_datetime\_\_v
    * call\_type\_\_v
    * territory\_\_v
16. Navigate to **Admin > Configuration > Objects > tsf\_\_v**.
17. Select the **Layouts** tab.
18. Place the **preferred\_account\_\_v** field on the appropriate tsf\_\_v layouts.
19. Configure additional fields for product discussions, besides the product\_\_v field (optional):
    * Navigate to **Admin > Configuration > Objects > call2\_discussion\_\_v**
    * Select the **Layouts** tab
    * Place the appropriate fields in the **information\_vod\_\_c** section on call2\_discussion\_\_v layouts to enable users to capture additional information about product discussions. By default, the section only includes the product\_\_v field.
20. Ensure VMOCs are enabled for call reporting:
    * Navigate to **Business Admin > Objects > vmobile\_object\_configuration\_\_v**
    * Ensure VMOCs are active for the following objects, on the appropriate platforms:
    + account\_\_v
    + address\_\_v
    + call2\_\_v
    + call2\_detail\_\_v
    + call2\_discussion\_\_v
    + call2\_key\_message\_\_v
    + expense\_\_v
    + expense\_type\_\_v
    + key\_message\_\_v
    + my\_setup\_products\_\_v
    + tsf\_\_v
    + user\_\_sys

#### Defining Call Object Types

Call reporting supports multiple object types in order to meet the various business needs of different organizations and user roles. Each call object type can be assigned its own layout for each Security Profile. This enables different types of users to capture data relevant to their unique role. Each of the object types and layouts included in the Vault CRM application can be configured to further refine the data elements captured during a call. Additionally, new call object types can be created along with corresponding layouts. The call object type defaults based on the object type assignment for the user's profile.

By default, the following object types are available:

| Object Type | Description |
| --- | --- |
| callreport\_\_v | Used for Primary Care or Specialty sales representatives to record a call with one or more HCPs, and typically includes product detailing and discussions, and Key Messages, as well as samples and promotional items distributed |
| engage\_connect\_\_v | Used for Engage Connect Chat Messages. For more on Engage Chat, see [Using Engage Chat in CRM](../Multichannel/Engage/Connect/EngageTab.htm). |
| event\_\_v | Used to record a call related to a medical event that typically includes product detailing, discussions, and Key Messages |
| msl\_meetingbrief\_\_v | Used to record an interaction between an HCP and a Medical Science Liaison that typically includes product detailing, discussions, and Key Messages |
| medical\_inquiry\_fulfillment\_\_v | Used for call2\_\_v records created from medical inquiry fulfillment. For more on medical inquiry fulfillment, see [Medical Inquiry Fulfillment](../Medical_Inquiries/MedicalInquiryFulfillment.htm). |
| meetingbrief\_\_v | Used for a Managed Markets representative to record meetings with payers and typically includes product details and discussions |

Customers can also create custom object types as needed. When creating custom object types for Call Reporting, ensure the last\_device\_\_v field is enabled for all object types.

#### Defining a Default Call Object Type Based on the Account Object Type

When users create calls, a default call object type can be applied based on the account object type of the primary account of the call. This default overrides the call object type determined at the object level. If a default is not specified in the default\_call\_record\_type\_\_v Veeva Setting, the standard object type assignment is applied.

To set a default call object type for account object types:

1. Navigate to **Business Admin > Objects > veeva\_settings\_\_v**.
2. Populate the **default\_call\_record\_type\_\_v** Veeva Setting with the following text:
   DEFAULT\_CALL\_RECORD\_TYPE;;Common
3. Navigate to **Business Admin > Objects > message\_\_v**.
4. Populate the **DEFAULT\_CALL\_RECORD\_TYPE Veeva Message** with the appropriate account\_\_v object type and call2\_\_v object type names, using the value from the api\_name\_\_v (Name) field on the object type. List one call report object type per account object type. Use the following format:
   <ACCOUNT\_OBJECT\_TYPE1>,<DEFAULT\_CALL\_OBJECT\_TYPE>;;

For example, the following makes calls of type msl\_call\_\_v the default call type when recording a call against accounts of type hospital\_\_v:

hospital\_\_v,msl\_call\_\_v;;

The user must have access to the call object types specified in the Veeva Message. If the user does not have permission for the call object type, or the call object type is not included in the allowed\_call\_record\_types\_\_v Veeva Setting when [Restricting Calls by Account Object Type](Restrictions/RcType.htm) is enabled, then the default object type for the call2\_\_v object is used.

#### Enabling Object Type Selection for CLM Calls

To enable users to select a call report object type when creating a call from CLM:

1. Navigate to **Business Admin > Objects > multichannel\_settings\_\_v**.
2. Select the **select\_clm\_call\_record\_type\_\_v** Multichannel Setting checkbox.

If the user has the ability to create a call for more than one object type, an object type selector pop-up displays when the user creates a call for an account. The pop-up displays when launching media from pages where the call object type cannot be edited before launching media.

If there is only one object type available to the user, it is automatically used.

#### Configuring the Record a Call Action

Users can create a call using the Record a Call action throughout Vault CRM. These buttons are available on the account\_\_v and medical\_event\_\_v objects, and can be added to additional object types to provide specific functionality to users as needed.

Selecting the Record a Call action creates a call for the currently active account or medical event. The default object type of the call depends on the user’s profile, object type settings, and the default\_call\_record\_type\_\_v Veeva Setting, if configured. On mobile device platforms, the Record a Call action displays based on object permissions and any object type restrictions set by [Restricting Calls by Account Object Type](Restrictions/RcType.htm).

#### Configuring Layout Profiles for Call Reporting

To enable differing call report layouts based on the user's profile, configure layout profiles for the call report. Layout profiles are used to control the object layouts users see when viewing an object record detail page. This enables users to view different layouts depending on their assigned profile. For more on configuring layout profiles, see [Configuring Layout Profiles](https://platform.veevavault.help/en/lr/582159/).

This functionality is only available on the Browser platform.

#### Supporting Custom Fields

Custom fields can be added to the call2\_\_v object to better support specific business processes. However, not all field types are supported on the call report. The following field types are available for all Vault CRM platforms:

* Yes/No
* Currency
* Date
* DateTime
* Number
* Picklist
* Picklist (Multi-select)
* Long Text
* Reference (Object Reference, Lookup)
* Text

[Using Criteria VQL to Filter Records](../Getting_Started/SettingUp/CriteriaVQL.htm) is not supported on the call report.

#### User Object References

For data capture and reporting needs in Vault CRM implementations where user attendees cannot be added to calls through the attendee search, create a generic object reference field from the call2\_\_v object to the user\_\_sys object. This enables users to indicate other Vault CRM users attended a call. When adding another Vault CRM user to a call via reference fields, a child call is created for the other user, but the other user is not treated as an actual attendee.

User object reference fields are not the equivalent of the Search User section attribute. Object reference fields are for data capture and reporting purposes only.

### Related Topics

[Call Reporting Entry Points](Planning/CallEntry.htm)

[Call Categories](Planning/CallCategories.htm)

[Selecting a Call Channel](Executing/PopulateHeader/CallChannel.htm)