Canceling and Redialing Outbound Call Attempts
Service Center Representatives (SCRs) can cancel or redial outbound call attempts that fail to connect or are disconnected before the target answers. This allows users to easily resolve call attempts that become stuck in a pending state due to user-initiated interruptions or system-level failures, without needing to contact an administrator. Providing SCRs with redial and cancel call attempt options allows them to efficiently manage their outbound calling activities, and ensures Service Center target records are accurate.
Who can use this feature?
- SCRs - Browser
- Using Call Attempt Actions
- Users require a Service Center license
Configuring Call Attempt Actions for
SCRs
Ensure Using the Service Center Outbound Tab is complete to use this feature.
Using Call Attempt Actions as
SCRs
When initiating an outbound call from Service Center, the Target Activity Guide displays the Attempt in Progress status. If the call fails to connect or is disconnected for any reason before the target is reached, a Trouble with this call? link displays, allowing users to either redial the number or cancel the attempt.
Redialing a Call Attempt
Users can redial a phone number after a call is disconnected or failed to connect. This action uses the same initial call attempt record and preserves any information already entered in the Target Activity Guide, for example, Yes/No selections or attempt notes.
To redial a call attempt:
- Select the Trouble with this call? link in the Target Activity Guide.
- Select Call Again. A new call is initiated to the same phone number. The start and end times are updated based on the new call.
Canceling a Call Attempt
Users can cancel and delete a pending call attempt record if it is no longer needed. This action removes the pending attempt and returns the Target Activity Guide to its original state, allowing the user to place a new call to the target.
To cancel a call attempt:
- Select the Trouble with this call? link in the Target Activity Guide.
- Select Cancel Attempt. A confirmation displays, warning that any captured information is not saved.
- Select Cancel Attempt to confirm. The call attempt record is deleted, and a confirmation message displays.
If a call report is created during the attempt, it is not deleted when the attempt is canceled.
