Hi,
It all depends on your needs and situation. The agents need to have a phone registered, but it doesn't necessarily need to be co-located on the agent desktop. On the Finesse desktop, there is already built in call capabilities such as making a call, consult, transfer, etc.
If that doesn't meet your needs, then maybe that is the right choice. But again, it all depends on what you are looking for.
Thanx,
Denise
