After doing quite a bit more reading it is looking like there is no way to query a calling list and search for a record through the API. Additionally it appears the only way I can disposition a record or change attributes related to the record is if a GSW_RECORD_HANDLE exists (which I believe only exists if OCS has pulled a record into the retrieved status and is delivered to an agent with an interaction as attached data).
I will elaborate on my scenario hoping that someone can give me guidance:
Agents receive interactions by way of push/preview. I am running multiple calling lists. Each calling list represents a different reason a customer is to be called. It is possible that a customer may appear in multiple calling lists.
The mechanism that populates the calling lists builds a table unrelated to Genesys that keeps track of what calling lists customers appear in. When an interaction is delivered to an agent desktop/IWS, I am using this table to show the agent what topics/calling lists the customer exists in so that the agent can address all topics on one call rather than the customer being called multiple times in the span of a day or two for different reasons.
I am preparing to write an IWS customization that will give the agent an opportunity to disposition the record that was delivered to his desktop (normal IWS functionality), and the option of addressing and therefore setting dispositions for records that may exist in other calling lists for the same customer.
I have a few ideas on how to accomplish this (a mix of using the API for records that are retrieved and direct database access for records that have not been retrieved), but I always seem to hit a road block (for example if I disposition a record in the DB directly (presuming it is not retrieved) and modify its record_status and call_result, I don't see how that record would ever show up in any sort of reporting).
Any guidance or different approach suggestions are appreciated.
Regards,
Andrew
