Dispositions and callbacks

Dispositions classify the final call outcome and drive queue, DNC, reporting, workflow, and compensation behavior. Admins define global or campaign-specific codes and flags; the workspace renders the allowed choices during wrap-up.

Script answers can be saved with the disposition. Callback-enabled outcomes collect a date, time, type, and comments. Agents can create, cancel, or reschedule callbacks; the workspace and iOS app surface reminders and due actions.

Undo safety

Recent dispositions can be undone only against the exact server snapshot created by that write. Undo restores the original list, call count, and prior cooldown, and removes a DNC entry only when the disposition itself inserted it. Stale or replayed undo requests are rejected.

If undo is requested during dialing, active legs must be torn down and confirmed first. AMI failure preserves call identity and the pending recovery state instead of pretending the undo succeeded.

Implementation anchors: modern/admin/dispositions.php, statuses.php, modern/agent-dialer/api.php, ios/PARITY_MATRIX.md.