GAD and OCS

[cavagnaro]

Hi,
I'm using Genesys Agent Desktop and OCS.
I have noted the following:

On our scenario agent need to sometimes to do a reschedule of a call after he hangs up. So in OCS i setted up record_processed = true so the record is not closed right after he hangs up.
Doing this GAD does the reschedule, but call_result is also updated with the value (any) that appears on it. Is there anyway to don't do it? A Answer call is marked as Unknown Call Result for example.
I do remember that if using GCNThick, when leaving the field as Unknown Call Result, OCS updated as Answer the call.
Agents need to close the interaction fast and to ask them to do even one more click is a waste of time for them.

Any idea on how to disable that option? Outbound features are not very well explained.

Also, how to activate Contact Manager with OCS interactions? For Inbound I do have it. I saw that in OCS it's possible too but couldn't find the how-to.

Thanks a lot

[cavagnaro]

Ok, Alcatel says it's how it works but on MarkDone they send a RecordProcessed but including call_result as mandatory, which is actually optional. So i'm asking a feature to make it optional.
Will update if have more news