I integrated UCCX with CUPS and can see personal contacts in the UCCX CAD contact window. I am able to chat with the contact, and see the contacts correct availability status, but The Call, Transfer and Conference options are grayed out under the Action menu of the chat window. I also noticed that these options are also grayed out when I highlight a team member agent separate from CUPS integration. I had not previously noticed the Call, Transfer, and Conference options on in the chat window, so I'm not sure if they were added prior to the UCCX release that supports CUPS integration, or if they were available when you could only chat with team members.
Can someone explain when the Call, Transfer, and Conference options under the CAD chat window should be available for use and not grayed out?