Disposition Tool

class="DispositionTool"

The disposition tool allows a user to assoicate a disposition with the last call received.

For dispositioning Outbound calls see the CRM Call Logger.

Note: the disposition tool MUST be used with a CRM Call Logger.

The DispositionTool adds a button to the Answer Bar which is disabled until after the first call is received. When clicked a dialog is opened, showing the details of the last answered call. The user is able to choose a disposition for the call.

Calls may be dispositioned more than once. This Tool is dependant on Noojee Administrator which must be running on the same system for the Disposition Tool to work.

The disposition set that is presented to the User is configured via the CRM Call Logger.

The Call Logger lets you associate a DID with a set of dispostions and the target where the call details should be logged.

An account will need to be created in NoojeeAdmin to allow NoojeeAnswerbar to connect to NoojeeAdmin.

Example Tool Configuration:

TODO: the njadmin-user & password should be subelements of the tool tag and only used if the crm call logger is configured.

<tool class="DispositionTool"></tool>

<!-- user name and password to use to log into noojee admin when setting dispositions -->
<njadmin-user>1234</njadmin-user>
<njadmin-password>1234pwd</njadmin-password>

Once a call has been dispositioned it the call details along with the dispostion need to be passed to a third party system.

This can be done either via the standard CRM Call Loggeror via JDBC Call Logger call (to a stored procedure) to an external database.

The following data can be passed to the stored procedure.

Data	Type	Description
Dialed No.	varchar(15)	The phone no. the agent dialed when originating the call.
Duration	int	The duration of the call in seconds.
Extension	varchar(6)	The extension the call was made from.
Agent	varchar(50)	The agent that originated the call. TODO check if this is actually available
Disposition ID	int	The NJ Admin ID for the disposition.
Disposition Name	varchar(50)	The NJ Admin name for the dispositon.
Unique Call ID	varchar(50)	A unique id assigned by the PBX to each call.
V1	varchar(50)	Asterisk channel variable, if a <channelVariable> tag is defined or an empty string
V2	varchar(50)	Asterisk channel variable, if a <channelVariable> tag is defined or an empty string
V3	varchar(50)	Asterisk channel variable, if a <channelVariable> tag is defined or an empty string
V4	varchar(50)	Asterisk channel variable, if a <channelVariable> tag is defined or an empty string

Sample Configuration

Note: Escaping special characters

You might have to escape certain parts of the jdbcURL value because of the inclusion of special characters such as spaces, semicolons, and quotation marks. The JDBC driver supports escaping these characters if they are enclosed in braces. For example, {;} escapes a semicolon. Escaped values can contain special characters (especially '=', ';', '[]', and space) but cannot contain braces. Values that must be escaped and contain braces should be added to a properties collection. Noojee recommend that your database name only contain alphnumeric characters.

<tool class="DispositionTool">
      <params>
	    <jdbcUrl>jdbc:mysql://127.0.0.1/asterisk?user=asterisk&password=fred
	    </jdbcUrl>
	    <driverClass>com.mysql.jdbc.Driver</driverClass>
	    <query>call saveDisposition(?,?,?,?,?,?,?,?,?,?,?)</query>
	    <channelVariable>RouteName</channelVariable>
    </params>
</tool>