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Finesse calls on laptop with headsets

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.

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Re: Finesse calls on laptop with headsets

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).