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Documentation on Call Disposition Screen Popup
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This KB describes how the TxContact Call Disposition Screen Popup works, what data is passed to it, where each section gets its data from, and how it can be customized.

1. Overview

The Call Disposition Screen is displayed to the agent after or during a call. It provides all the information required for the agent to complete the interaction, including:
- Call Details
- Customer Information
- Interaction History
- Agent Script
- Disposition Form
 
The screen is populated using parameters passed in the Screen Popup URL and additional data fetched from the database.

The disposition page consists of five main sections

Section

Purpose

Data Source

Call Details

Displays call-related information such as Call ID, Queue, Agent ID, Campaign, Customer Number, Time, etc.

URL Query Parameters

Contact Details

Displays customer information.

txdialer.contacts_CMPXXXX

Interaction History

Shows previous interactions for the customer.

cdr.crm_disposition

Agent Script

Displays the predefined script for agents.

campaign.txd_cmp_agent_sc ript

Disposition

Displays disposition list, callback options, and disposition actions.

txdialer.dispositions

 

Data Flow

Incoming/Outgoing Call
│
│
▼
Popup URL Generated
│
▼
URL Parameters Received
│
▼ Disposition Page
│
├── Call Details
├── Contact Details
├── Interaction History
├── Agent Script
└── Disposition Form

1. Call Details Section
The Call Details section does not fetch data from the database. It simply displays values received through the URL.

Example :
agent_id={{a}} customer_number={{n}} call_id={{X-call_id}} session_uuid={{session_uuid}}
When the popup opens, these placeholders are automatically replaced.

Example :
agent_id=A1001
customer_number=9876543210 call_id=12345678 session_uuid=abc-xyz-123
These values are then shown in the Call Details section.

2. Contact Details
This section fetches customer information.
 
--> Dialer Calls
Uses cmp_id + contact_id

Example :
CMP0005
Contact ID = 1050

Query : 
txdialer.contacts_CMP0005
The contact information is displayed.
--> Inbound Calls
There is no Contact ID.
Instead, the system searches using Customer Phone Number
 
3. Interaction History
Displays previous conversations with the customer. Search happens using
  • - CRM ID (crm_value)
  • - OR Customer Phone Number
Source :
cdr.crm_disposition

The system shows interactions for the configured number of days. Example
_history=30

Shows interactions from the last 30 days.

4. Agent Script
Displays instructions for the agent. Configured under
Campaign
         ↓
txd_cmp_agent_script

Example :
Greeting
Verify Customer
Explain Offer
Closing Statement

Every campaign can have a different script.
 
5. Disposition Section
 
Displays
  • - Disposition List
  • - Sub Dispositions
  • - Callback
  • - Disposition Action
Source :
txdialer.dispositions

The disposition list can come from
  • - Campaign configuration
  • - OR URL parameter
_disp=BasicCallDisposition

If both exist,
Campaign configuration has higher priority.
 

Screen Popup URL Parameters

The popup is controlled entirely through URL parameters.

Example
https\://hostname/txdialer/dispose/calldisposition/

?Time={{st}}
&agent_id={{a}}
&customer_number={{n}}
&call_type=Manual
&cmp_id=CMP0003

Each parameter controls one part of the screen.
 

Section
Parameter
Description / Values

Time
Time={{st}}
Call start time.

Session UUID
_session_uuid={{session_uuid}}		 Unique identifier for the call session.

Call Type
Inbound		 Determines how the call was initiated.

Call Type
Outbound		 Determines how the call was initiated.

Call Type
Manual		 Determines how the call was initiated.

Agent ID
agent_id={{a}}
Logged-in agent.

Customer Number
customer_number={{n}}
Customer phone number.

Contact ID
contact_id={{X-contact_id}}
Used to fetch customer details.

Campaign ID
cmp_id=CMP0003
Identifies the campaign.

Queue ID
queue_id={{X-queue_id}}
Queue handling the call.

Call ID
call_id={{X-call_id}}
Unique call identifier.

CRM Value
crm_value={{X-crm_id}}
Unique CRM identifier. Used for
  • Contact lookup
  • Interaction History

Auto Dispose
_auto_dispose=30		 Automatically opens the disposition page after the specified number of seconds following call disconnection.

Auto Close
_auto_close=5		 Automatically closes the disposition window 5 seconds after a successful disposition.

Disable Callback
_disable_cb=yes
Disables callback scheduling.

Expand
_expand=all
Automatically expands
  • Call Details
  • Contact
  • History
  • Script
  • Disposition

Hide
_hide=history
Hides specific sections.


Possible values
call
contact
history
script
dispose

Mandatory Parameters

These fields must always be passed.
  • - tenant_id
  • - session_uuid
  • - call_id
  • - call_type
  • - customer_number
  • - Time
Without these, the disposition screen may not function correctly.
 
Fields Starting with "_"

Example :

_tenant_id

_session_uuid

_customer_number

These values will not be displayed in the call details section.
 

Manual Call vs Dialer Call

Manual Call : 
Uses the Master Campaign.

Example :
cmp_id=CMP0003

All configurations like
  • - Agent Script
  • - Field Masking
  • - Editable Fields
  • - View Settings
are inherited from the Master Campaign.

Dialer Call : 
Campaign is dynamic.
 
Example : 
cmp_id={{X-campaign_id}}

The campaign changes depending on which campaign originated the call.
 

Field Definition Configuration

Go to TxDialer->Campaign list->select the relevant campaign->Additional Settings

We can perform any action using the XML provided under the Field_Definition section.
  • - Visible fields
  • - Hidden fields
  • - Editable fields
  • - Mandatory fields
  • - Validation
  • - Custom actions
  •  


If any configuration has been done in the advanced campaign settings(above configuration), please reset the data.
Reset Data: Go to TxDialer->Tools->Reset Data

 

Sample Screen Popup URL

Manual :
https://<txcontact-hostname>/txdialer/dispose/calldisposition/?Time={{st}}&_tenant_id=cashk aro&agent_id={{a}}&_queue_id={{X-queue_id}}&_customer_number={{n}}&cmp_id=CMP0003 &call_id={{X-sid}}&_session_uuid={{session_uuid}}&_contact_id={{X-contact_id}}&_make_c all=*82&call_type=Manual&_disp=dispOutboundProject&_auto_close=5&_auto_dispose=30 &RTI_WS_PORT={{RTI_WS_PORT}}&RTI_WSS_PORT={{RTI_WSS_PORT}}

The campaign ID for manual calls is the master campaign ID, and all the necessary configurations such as mask, view, edit, and agent script can be configured in the master campaign
Dialer :
https://<txcontact-hostname>/txdialer/dispose/calldisposition/?Time={{st}}&_tenant_id=cashkar o&agent_id={{a}}&queue_id={{X-queue_id}}&_customer_number={{n}}&cmp_id={{X-campaign_id}} &call_id={{X-call_id}}&_session_uuid={{session_uuid}}&contact_id={{X-contact_id}}&_make_call=* 82&call_type={{X-calling_type}}&_auto_dispose=45&_auto_close=5&_crm_value={{X-crm_id}&RTI_ WS_PORT={{RTI_WS_PORT}}&RTI_WSS_PORT={{RTI_WSS_PORT}}


End-to-End Workflow

Call Received/Initiated
│
▼
Popup URL Generated
│
▼
Mandatory Parameters Passed
│
▼
Disposition Screen Opens
│
├── Call Details (from URL)
├── Contact Details (Contacts Table)
├── Interaction History (CRM/Phone)
├── Agent Script (Campaign)
└── Disposition List (Campaign/Disposition Table)
│
▼
Agent Selects Disposition
│
▼
Disposition Saved
│
▼
Popup Auto Closes (if configured)
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