The transfer key on the toolbar is actually used to complete a consult transfer. The call flow would be as follows:
- Operator answers incoming call
- Operator looks up user in directory
- Operator initiates consult transfer
- Operator can now use the transfer button to complete the transfer
All of the icons do become available if that action is available. Something which may help with the customers is the online training videos, these can be found at the following link:
http://www.arcsolutions.com/north_america/solutions/products/cisco_oem_consoles.aspx