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touch tone button on agent software

what is the touch tone button in the ipcx desktop agent used for? Thanks

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Re: touch tone button on agent software

The Cisco Media subsystem uses dialog groups to organize and share resources among applications. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller, during which the caller responds to automated prompts by pressing buttons on a touch-tone phone.

To enable your CRA applications to handle simple DTMF-based dialog interactions with customers, you will need to provision the Cisco Media subsystem to configure CMT dialog groups.

Try:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_administration_guide_chapter09186a008018fabb.html

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