Hi
I am looking to gain more of an understanding of the OCS interface. My knowledge of the Genesys infrastructure is a little limited but perhaps i can try and explain and someone can provide more insight.
Currently the client we are using was implemented with the Agent Interaction SDK. We connect to the CIM and that in turn connects to the SIP server and we receive through route points (this is where my understanding is murky) and everything works fine.
Our telephony vendor has introduced an outbound dialling component. I can use Outbound contact manager to view the campaigns that have been created and they have set things up so these outbound calls get delivered to the specifically configured agents as if they were inbound calls. We receive the call and again everything is working great.
The problem is that we (client) provide the user an option on how to disposition the call. They select from a drop down and we were given a stored procedure to call with the record id and the appropriate disposition code. This stored proc is on the OCSDB and updates the appropriate record with the appropriate call disposition. Lets say for arguments sake that is, "Wrong Number", OCS then circles back and updates this value with "Answer". So now we are told we will need to call the OCS API to disposition this call correctly however i have been provided no information beyond that.
I have access to the Platform SDK and Interaction SDK javadocs but i am at a bit of a loss trying to deduce how to even identify a method on any class that would perform this activity.
Is anyone able to help or offer any insight into how to correctly disposition this call in the OCS?
Thank you in advance for any help
