I can imagine a visual drag and drop interface for phone system forwarding and call queue management that is vastly superior to the keypad-only systems currently in play. How do you forward a call from your extension at work to another? Chances are that, unless you're the receptionist, you don't know. Or maybe you're a phone geek and you do. As for me, I don't believe I have ever successfully transferred an incoming call from my phone to any other, whether it was the intended one or not. Either way, if your calls were coming through a controller on your computer and you needed to forward a call to someone else, you could select the call, choose "forward" and select or type the extension or the number to forward to, or just drag the call onto another contact. I'd bet you'd understand that the first time and never forget it.
Mokalus of Borg
PS - I know Microsoft Exchange now has some phone features like voice mail.
PPS - It's a step in the right direction, at least.