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.