> ## Documentation Index
> Fetch the complete documentation index at: https://docs.orbit.devotel.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Work a dialer campaign from the agent view: next-contact, click-to-call, dispositions

> How a human agent runs one dialer campaign from the per-campaign agent view — the next-contact card, click-to-call origination, post-call dispositions and wrap-up codes, local pause/resume of the contact poll, and how the agent view differs from the live campaign console.

# Work a dialer campaign from the agent view

The dashboard route `/voice/dialer/[id]/agent` is the per-agent workspace for one dialer campaign. Where the [live campaign console](/guides/dialer-live-console) shows supervisors aggregates, this page is the single-agent loop: see the next contact, place the call, save the disposition, advance. Open it from the campaign detail page with **Open agent view**. Everything the page calls is on the [Dialer API](/api-reference/dialer).

## 1. What the agent view shows

The page is a single centered column scoped to one campaign and one agent session.

* **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.

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

The run controls an agent owns on this page are session-local — they affect this agent's polling, not the campaign:

* **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]`.

Campaign-level pause, resume, and abort are not offered on the agent view; they live on the [live campaign console](/guides/dialer-live-console) under the `dialer:write` scope.

## 3. The real-time next-contact envelope

Preview-mode agents poll `GET /api/v1/dialer/next-call?campaign_id={campaignId}` every 5 seconds (only while the browser tab is focused). The API answers with the standard envelope; the payload is the next claimed contact:

```bash theme={null}
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
```

```json theme={null}
{
  "data": {
    "contact": {
      "id": "contact_8f1d",
      "display_name": "Dana Reyes",
      "phone_e164": "+15551234567",
      "attempts": 1
    }
  }
}
```

For progressive and predictive campaigns the endpoint returns `204 No Content` (the UI treats that as the auto-dial standby state, not an error), because the pacing engine claims and delivers contacts server-side. A `contact: null` body in preview mode means the queue has no eligible contact right now.

## 4. Dispositions and wrap-up codes

When the softphone leg transitions out of an active call — cleanly or on a failed call — the page swaps the contact card for the **Post-call disposition** form. The disposition is mandatory: until one is saved the contact stays in flight and the return-eligibility guard keeps reclaiming it.

* **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](/voice/dialer-dispositions).
* **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.

Submitting uses `POST /api/v1/dialer/campaigns/{campaignId}/dispositions` against the attempt ID minted when the call was originated:

```bash theme={null}
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
```

A "Cannot save disposition — attempt ID is missing" note with a disabled submit means the origination response never delivered an attempt ID; refresh the page to re-establish the session. A dial failure re-queues the contact and shows an inline error under the contact card — the contact is not lost.

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

|                   | Preview mode                                       | Progressive / Predictive                  |
| ----------------- | -------------------------------------------------- | ----------------------------------------- |
| Next contact      | Agent clicks **Initiate call** on the contact card | Pacing engine auto-dials; softphone rings |
| Next-contact poll | Returns the claimed contact (200)                  | Returns 204 — standby card shown          |
| Disposition form  | After the manual call ends                         | After the auto-dialed call ends           |

The agent view is also deliberately different from the [live campaign console](/guides/dialer-live-console): the console aggregates the whole run (per-contact status buckets, 24-hour outcomes, abandon-rate metering, pause/abort lifecycle) for supervisors, while the agent view exposes only the current agent's loop — the next contact, the disposition owed on it, and session-local polling controls. Agents never see campaign-wide pacing numbers on this page.

## 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.

## See also

* [Launch an outbound dialer campaign](/guides/outbound-dialer-campaign) — campaign creation and the preflight gates
* [Run an outbound dialer campaign live](/guides/dialer-live-console) — the supervisor's aggregate console for the same campaign
* [Dialer dispositions](/voice/dialer-dispositions) — disposition string → contact status matrix
* [Wrap-up codes](/voice/wrap-up-codes) — per-queue wrap-up code catalogs for inbound queues
* [Dialer pacing model](/concepts/dialer-pacing-model) — how the scheduler claims and paces contacts