After much hassle, and Genesys not being particularly helpful (pretending the OCS couldn't be updated using attached data) - I found a different method...
And using a combination of Genesys' own code examples, plus some help from a Java programming "friend", I've now managed to get GAD to:
1) Display a Disposition Code tab
2) Show a list of configurable Disposition Codes, with tick boxes
(both of the above can be done with the in-built Disposition Code functionality, but I redid it to suit the new purpose)
3) show an "Apply" button after the list of Disposition Codes.
Now, when the agent is ready to finish the call (btw, this was the customer's requested behaviour, not mine!) they:
a) select the correct Disposition Code
b) Hit "Apply"
GAD then:
a) updates a Custom Field with a pretermined value (an Outcome Code)
b) updates the call_result field with a result value (ANSWER, etc.) which depends entirely on which Disposition Code was selected
c) Disconnects the Call
d) Issues a "Mark Done" to finish the record.
So even with the agent mid-call, they simply select the code and hit "apply", and it wraps everything up for them, leaving them in ACW...
GAD isn't perfect (I'd now like to be able to hide the Call Result drop-down and the Mark Done button), but I don't want to wade into the standard Genesys files and leave the customer with an unsupported install.
So next time that question pops up on here, I may be able to help...
