Finesse calls on laptop with headsets

[schwabcm]

We have alot of remote Finesse UCCX agents and were wondering how to manage calls through the Finesse application. 

We have telephones registered through Expressway to our CM, and are using a laptop to access Finesse.  If we have a USB or bluetooth headset connected to the laptop, should we be able to manage a phone call through the Finesse application without picking up the handset on the phone?  Are there any special settings in CM/UCCX/Finesse to enable tthis or has anyone had to adjust settings on the pc/laptop for the call to be heard?

We've tried answering using a USB headset and we cannot hear anything, but it still does work on the telephone.

Any help is appreciated.

[Jonathan Schulenberg]

Finesse can control a phone, either physical IP Phone or Jabber soft phone, but is not a phone itself. If you click answer within Finesse the phone should go off-hook, either in headset or speakerphone mode depending on which is selected on the phone itself.
If you want to use a headset on your computer you should configure and deploy Jabber (which has a phone only mode if you use another chat platform).