Like 3CX Phone Systems - you can view who is on calls, away, busy, DND. You can dial their extensions and have internal phone calls. Right now you can do a warm transfer or blind transfer only after answering a call. Be great if you can do without this and actually see their extension status. So when you press the Phone Dialer you can see those staff members.

Usually on 3CX - you get a photo of the user, a status colour:

So some real user presence would be great and ability to call them.

Even if this showed up in the Conversations tab too - like seeing Staff Members there to either Call them or Chat with them

With presence available too it means if someone tries to transfer a call to you and your busy it will goto voicemail or forward elsewhere (if set). Its annoying getting Ai Calls to my phone when im not available so this would also solve this