Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/ServiceCenter/Outbound/Cancel_Outbound_Call.htm

## Canceling and Redialing Outbound Call Attempts

Service Center reps 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 Service Center reps 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?**

* Service Center Reps — Browser
* [Using Call Attempt Actions](#Using)
* Users do not require an additional license

### Configuring Call Attempt Actions for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

Ensure [Using the Service Center Outbound Tab](SCOutbound.htm) is complete to use this feature.

### Using Call Attempt Actions as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

When initiating an outbound call from Service Center, the [Target Activity Guide](SCOutbound.htm#TAG) 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:

1. Select the **Trouble with this call?** link in the Target Activity Guide.
   ![](../../../Resources/Images/Service Center/Outbound/trouble_with_call.png)
2. 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:

1. Select the **Trouble with this call?** link in the Target Activity Guide.
2. Select **Cancel Attempt**. A confirmation displays, warning that any captured information is not saved.![](../../../Resources/Images/Service Center/Outbound/cancel_attempt.png)
3. 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.

### Related Topics

[Service Center Overview](../SCOverview.htm)

[Using the Service Center Outbound Tab](SCOutbound.htm)

[Completing Outbound Target Outreach in Service Center](https://vaultcrmflightpath.veeva.com/doc/Content/ServiceCenter/OutboundSC/1-Intro.htm)