Call escalation to a manager

[acetechnowiz]

I am new to Goautodial and have it setup. I'm trying to figure how I could achieve the following:

- Agent escalates a call to a Manager. Manager is able to see Customer information that Agent was viewing.
- Agent escalates a call to Manager by conferencing in the Manager. Customer should not hear any ringback tones, or any indicator that Manager was brought into call.
- Manager has ability to specify whether he is available or not to allow Agents to add him into a Customer call.
- Manager is able to make outbound calls to Customers and at the same time is able to receive escalation calls.

Thanks for your help.

[acetechnowiz]

Forgot to put my question in the above post -

are all of the above available in the default goautodial setup, or is custom programming needed?

Thanks