Contact type Channel on New Case Form defaults to web even when Phone is set as Default value in the dictionary entry.
How to change this default value?
As documented here : Create a case from the Customer Service Management application
Channel is the method by which the customer initiated contact and the case was opened with default value as Web .
We can change the default value in the following dictionary override - /nav_to.do?uri=sys_dictionary_override.do?sys_id=b23e2820c3223100f3755cb981d3aec6%26sysparm_view=case