Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/Call_Reporting_2/Executing/PopulateHeader/CallChannelFormula.htm

## Auto-Populating the Call Channel

Auto-populating the call channel streamlines call reporting by automatically populating the correct standard call channel value on the call report, based on customer-specific call channel values. This functionality maps customer-specific field values directly to standard call channel values, eliminating the need for an additional manual selection on the call report.

This is the only supported method for auto-populating the call channel. Setting the call channel via field defaulting, triggers, or workflows is not supported.

**Who can use this feature?**

* End Users — Browser, iPad, iPhone, Windows
* [Viewing the Auto-Populated Call Channel Field](#Using)
* Users do not require an additional license

### Configuring Auto-Populating the Call Channel for

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

To configure this feature:

1. Ensure [Configuring Call Reporting](../../ConfiguringCR.htm) is complete and the following conditions are met:
   * The call\_channel\_\_v field is not used in field dependencies
   * The call\_channel\_\_v and call\_channel\_formula\_\_v fields are not placed on call2\_\_v layouts
   * The call\_channel\_\_v field on the call2\_\_v object is not required at the field level (the Display as Required checkbox is not selected for the field) or through Layout Rules
2. Navigate to **Admin > Users & Groups > Permission Sets**.
3. Select the appropriate permission set.
4. Select the **Objects** tab.
5. Grant Read field permission to the **call\_channel\_formula\_\_v** field on the call2\_\_v object.
6. Ensure users have at least Read field permission for all fields to be referenced in the **call\_channel\_formula\_\_v** field.
7. Navigate to **Admin > Configuration > Objects > call2\_\_v > Object Types.**
8. Ensure the **call\_channel\_formula\_\_v** field is enabled for all object types on the call2\_\_v object.
9. Populate the **call\_channel\_formula\_\_v** formula expression:
   * Select the **Fields** tab
   * Select the **call\_channel\_formula\_\_v** field
   * Select **Edit**
   * Populate the **call\_channel\_formula\_\_v** formula expression with a formula reading from the appropriate fields. The formula must resolve to one of the following standard call\_channel\_\_v options:
     + email\_\_v
     + face\_to\_face\_\_v
     + message\_\_v
     + other\_\_v
     + phone\_\_v
     + video\_\_v

References to other formula fields from the call\_channel\_formula\_\_v field are not supported. For example, if the formula exceeds a field character limit, the formula cannot be split into multiple other formulas referenced in the call\_channel\_formula\_\_v field.

Do not reference fields populated or modified by automation in the call\_channel\_formula\_\_v field. For example, workflows or triggers. Since workflows are only executed after users sync, referencing fields populated by workflows may cause the call\_channel\_\_v field to resolve to different values for users on mobile devices.

#### Call Channel Formula Examples

An existing customer\_channel\_field\_\_c picklist with eight options could be matched to the standard call\_channel\_\_v field as follows:

| customer\_channel\_field\_\_c Value | Corresponding call\_channel\_\_v Name |
| --- | --- |
| Face to Face | face\_to\_face\_\_v |
| Electronic Mail | email\_\_v |
| Webex | video\_\_v |
| Teams | video\_\_v |
| Engage | video\_\_v |
| Zoom | video\_\_v |
| Fax | other\_\_v |
| Traditional Mail | other\_\_v |

To set the call\_channel\_\_v field based on the customer\_channel\_field\_\_c picklist option users select, enter the following in the call\_channel\_formula\_\_v field:

CASE(customer\_channel\_field\_\_c,"face\_to\_face\_\_c", "face\_to\_face\_\_v","electronic\_mail\_\_c", "email\_\_v","webex\_\_c", "video\_\_v","teams\_\_c", "video\_\_v","engage\_\_c", "video\_\_v","zoom\_\_c", "video\_\_v","fax\_\_v", "other\_\_v","traditional\_mail\_\_c", "other\_\_v","other\_\_v")

Alternatively, the call\_channel\_\_v field could be set based on the object type for the call report:

| Object Type | Corresponding call\_channel\_\_v Name |
| --- | --- |
| callreport\_\_v | face\_to\_face\_\_v |
| engage\_connect\_\_v | video\_\_v |

To set the call\_channel\_\_v field based on the call object type, enter the following in the call\_channel\_formula\_\_v field:

CASE(object\_type\_\_vr.api\_name\_\_v,"callreport\_\_v", "face\_to\_face\_\_v", "engage\_connect\_\_v","video\_\_v", "other\_\_v")

If the formula resolves to a value not included in the standard [call channel picklist options](CallChannel.htm#Picklist), auto-population does not occur and the call channel is not set. An error displays when users attempt to submit the call report. An admin user must correct the formula before the call report can be submitted.

### Viewing the Auto-Populated Call Channel Field as

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

When users save or submit a call report, the call\_channel\_\_v field is updated automatically based on users’ selections for the fields referenced in the call\_channel\_formula\_\_v formula field, for example, Customer Channel Field. On saved or submitted call reports, the Channel selector displays the formula results as read-only.

![](../../../../Resources/Images/Activities/CallReporting/Advanced/Call Channel V1/CallChannelFormula.png)

### Related Topics

[Selecting a Call Channel](CallChannel.htm)

[Restricting Call Channels](RestrictingChannelOptions.htm)

[Flightpath: Standard Metrics Introduction](https://vaultcrmflightpath.veeva.com/doc/Content/StandardCallChannel/1-Intro.htm)