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Work a dialer campaign from the agent view

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1. What the agent view shows

• Header — campaign name, a mode badge (Preview or Auto-dial), and an “Agent view” label so the agent can tell this screen apart from the supervisor console. A back link returns to the campaign detail page.
• Campaign-state banner — when the campaign is not active or paused, the page stops polling and shows one of: Campaign not started, Campaign paused (“Waiting for the campaign to resume. Stand by.”), Campaign completed, or Campaign aborted. Completed and aborted campaigns have no more contacts available; a draft or paused campaign resumes feeding the agent automatically when the campaign state flips back to active.
• Next contact card (Preview mode) — the pending contact the campaign assigned to this agent: display name (or “Unknown contact”), E.164 phone number, prior attempt count, and contact ID. A green Initiate call button originates the call. While a leg is active the button switches to a disabled “Call in progress” state with a hint to hang up before dialing the next contact.
• Auto-dial standby (Progressive / Predictive mode) — a “Waiting for calls” state with a live-status pulse. The pacing engine delivers calls through the agent’s softphone; there is no manual dial button in auto-dial modes.
• Preview standby — when no contact is available, a “Standby” state notes the queue is checked every 5 seconds.
• Post-call disposition form — appears as soon as the call ends, replacing the contact card (see §4).
• Query footer — during active polling a footer notes the contact queue is checked every 5 seconds; an Exit agent view button returns to the campaign console.

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2. Run-control: pause, resume, and exit

• Pause / Resume (top of the contact card) stops and restarts the 5-second next-contact poll for this browser session. While paused, a “Polling paused” state replaces the card with a Resume button. Pausing never pauses the campaign — other agents keep receiving contacts, and the campaign-level control stays with the supervisor on the detail page.
• Initiate call is disabled during an in-flight origination and while a call leg is active, so the same contact cannot be double-originated.
• Exit agent view leaves the workspace and returns to /voice/dialer/[id].

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3. The real-time next-contact envelope

export ORBIT_API_KEY="dv_live_sk_your_key_here"
export CAMPAIGN_ID="campaign_123"

curl -s "https://api.orbit.devotel.io/api/v1/dialer/next-call?campaign_id=$CAMPAIGN_ID" \
  -H "X-API-Key: $ORBIT_API_KEY" | jq

{
  "data": {
    "contact": {
      "id": "contact_8f1d",
      "display_name": "Dana Reyes",
      "phone_e164": "+15551234567",
      "attempts": 1
    }
  }
}

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4. Dispositions and wrap-up codes

• Outcome (required) — the disposition picker lists the campaign’s configured codes (disposition_codes in the campaign metadata). When the campaign has no custom list, the picker falls back to the standard set: connected, no answer, busy, voicemail, callback later, not interested, wrong number. The strings route to contact statuses exactly as in the disposition matrix.
• Callback time — choosing a callback-class disposition (e.g. callback_later) reveals a required date-time picker prefilled to tomorrow 10:00 local. The value must be in the future and no more than 90 days ahead; both the form and the API enforce this, and the scheduled time becomes the contact’s next attempt time.
• Notes (optional) — up to 1000 characters, posted with the disposition.
• Extend wrap-up — while the form is open, an “Extend wrap-up” control adds 60 seconds of after-call-work per click with a selectable reason code, up to a 10-minute cumulative cap. This keeps long note-taking from counting against the agent’s adherence without flipping the agent to an away state.
• Save & next contact — submits and auto-advances to the next pending contact.

curl -s -X POST "https://api.orbit.devotel.io/api/v1/dialer/campaigns/$CAMPAIGN_ID/dispositions" \
  -H "X-API-Key: $ORBIT_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "attempt_id": "dialerAttempt_9f2c",
    "disposition": "callback_later",
    "callback_scheduled_at": "2026-09-26T10:00:00Z",
    "notes": "asked to be called back after payroll runs"
  }' | jq

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5. Preview vs auto-dial — and vs the aggregate console

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6. Walkthrough: one contact, start to finish

1. Open /voice/dialer/[id] and choose Open agent view; the header shows the campaign name with a Preview or Auto-dial badge.
2. In preview, the next-contact card renders the name, number, and prior attempt count; click Initiate call. The button enters a “Starting call…” spinner, then locks to “Call in progress” once the leg is up.
3. During the live call the softphone carries the call; the page shows the active-call hint and disables the dial button.
4. Hang up. The card swaps to “Call ended — save disposition”: pick an outcome, set a callback time if the code needs one, add notes, and optionally extend the wrap-up window.
5. Click Save & next contact. The form clears and the poll advances to the next pending contact.
6. Stepping away: hit Pause to stop the poll, Resume to rejoin, or Exit agent view to leave the campaign entirely.

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See also

• Launch an outbound dialer campaign — campaign creation and the preflight gates
• Run an outbound dialer campaign live — the supervisor’s aggregate console for the same campaign
• Dialer dispositions — disposition string → contact status matrix
• Wrap-up codes — per-queue wrap-up code catalogs for inbound queues
• Dialer pacing model — how the scheduler claims and paces contacts