Parsing IVR choices from Response Group Service

Question

Hi,

We developed a popup application using the Lync client SDK. We are using Response Group Service to handle IVR and pass the call to agents.

We would like to display in the application the choices that caller chose in the IVR menus. Unfortunatelly RGS doesn't save this infomation in the RgsDyn database, but forwards it as IM message once the call has been accepted. The IM message is titled "Notes from" queue.

The problem is that I cannot get text of this message from any property of the Conversation or the IM modality. It also doesn't trigger InstantMessageReceived event and it's not present in the InstantMessageModalityInviteMessage.

So my question is how to get the text of this message so I can parse it?

Answer 1

You get the first message text through the InstantMessageModality.Properties[ModalityProperty.InstantMessageModalityInviteMessage].  A string is returned.  Use the Conversation.Modalities[ModalityType.InstantMessage] modality object to get this property.

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John Austin Senior Programming Writer Microsoft

Answer 2

Hi John,

Nope, InstantMessageModalityInviteMessage is empty. 

I got information from MS that the information is sent on an XML format in the first INVITE from RGS to the agent as part of the Message Body of the SIP message. 

Now I need to write some MSPL script to copy this info.