Hi,

Please clarify me the following doubts:

Does an agent desktop/toolkit desktop acts just as call control entity or does it also receives audio (RTP) data? In other words, can I able to hear the call conversion from the agent desktop without picking up the phone? If yes, then why should I need a hard-phone to login an agent and why can't I login him with some virtual phone number/device configured in CM?

Note: In my lab, I am not able to hear anything from the headphone connected with the system where my agent desktop is running. But I can able to answer the call from the AD and hear the aduio on the hard-phone. Please let me know if it is expected behavior or any thing is missing here.