Put a call on hold or resume a call, including an ACD call.
Transfer a call, including transfer to a supervisor or to another ACD queue.
Make a conference call with one or more parties, including a supervisor.
Forward calls to an individual directory number, or IDN, or any multiple appearance directory number for which this phone is primary. Individual Directory Number is an extension assigned to the phone but not on the prime DN key.
CS 1000 agents cannot do the following:
Forward ACD calls using the Call Forward Unconditional feature.
Forward calls or use the Hunt feature for calls when the called party is busy or does not answer.
Advanced call operations on CS 1000 phones are basically identical to non-call center equivalent functionalities.
