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Attendant - Blind Transfer

New Design for Attendant Console

This page describes both Attendant Console 1.0 and the new 2.0 redesign. You can change between designs right within your settings.

💡 Note: For more recently onboarded Nimbus customers, this choice might be disabled and you will be using the 2.0 design by default.

 

Attendant Console 2.0

Attendant Console 2.0 - Blind Transfer

The quickest call transfer scenario when using Nimbus is the blind (unattended) call transfer. The starting point of this scenario is a queue with at least one incoming call.

🤔What is the difference between safe transfer and blind transfer?

In both call transfer scenarios, the aim is to forward the call to a contact. While forwarding a call via safe transfer keeps you in the session and returns the call back to you when the transfer fails (no respond, rejected, or otherwise unsuccessful transfer), forwarding a call via blind transfer removes you from the session and doesn't directly return the call back to you. However, the call might be handled otherwise and you might receive the call from the same customer again.

 

The steps below refer to UI areas and concepts explained on the Attendant Console main page.

 

Steps

Call accept

✅ Precondition: An incoming call is shown in the queue.

  1. Accept the call.
    ⮑ The call appears in the Active Sessions area and you are connected to the caller.

💡 From here on, you can put the caller on hold or end the call using the respective controls.

Contact search and blind transfer

  1. Within the contact search, search for a contact or service you want to transfer the call to (e.g. by typing in the name, address, etc.).
    💡 You may want to use filters to narrow down large lists of results.
    🔍 For more information on searchable fields and filters, see section Supported search fields and filters further below.
  2. If you found the contact or service, click the button Blind Transfer.
  3. If the destination for the safe transfer is a contact that has multiple phone targets (e.g. mobile phone, business phone, etc.), you get a drop-down to select the target. In this case, select the target:

    ⮑ The call is being forwarded and immediately disappears from Active Sessions.
    ⮑ With the blind transfer, you end the session and are free to take the next call.

Transfer outcomes

The scenario may unfold as follows:

✅Contact accepts the call

  1. Assuming the call is taken:
    1. Via call: The calling customer is now directly shown to the contact (blind transfer call recipient). Your contact should now be shown as "BIC" = "Busy In Call" accordingly, verifying a successful transfer.
    2. Via voicemail: If voicemail is configured for your contact (blind transfer call recipient), the caller should be directly transferred to the caller's voicemail box and hear the corresponding announcement.

 ❌ Contact doesn't respond or rejects

  • Any unsuccessful blind transfer will not be returned to you. 
  • The call is marked as failed in the Nimbus reporting model (User Internal Transfer Failed).

After the call

  • As soon as you finished the blind transfer, you are free to take the next call.

Notes on Call Transfers

  • Blind transfers will not be returned to you directly, but may be handled otherwise. You might but will not necessarily receive the same customer again.
  • A blind transfer that is not taken or hung up by the customer results in a "failed" task in the Nimbus reporting model.
 

Supported Search Fields and Filters

INC Supported Search Fields and Filters (AC2.0)

Free Text Search

Prerequisites: The full search functionality only applies if permissions are granted. See Attendant Console 2.0 - Permissions.

 

Legend

✅Fields are supported by Free Text Search
❗Limited by "starts with" logic
☝️Needs at least 3 characters to start searching

 
Search within
"All" Tab
Configured Groups
Fields
 O365
Directory 		Outlook Address Book Nimbus
Address Books 		Nimbus Services Nimbus
Address Books
All Sources
Display Name
✅❗☝️
✅❗☝️
✅☝️
✅☝️
✅
✅
Contact Details
✅❗☝️
✅❗☝️
✅☝️
✅☝️
✅
✅
Note
 
 
✅☝️
 
✅
✅
First Name    
✅☝️
  
✅
  
Last Name    
✅☝️
  
✅
  
UPN (User Principal Name)    
✅☝️
  
✅
  
Email    
✅☝️
  
✅
  
IM Address    
✅☝️
  
✅
  
Business Phone    
✅☝️
  
✅
  
Mobile Phone    
✅☝️
  
✅
  
Home Phone    
✅☝️
  
✅
  
Company    
✅☝️
  
✅
  
Department    
✅☝️
  
✅
  
Job Title    
✅☝️
  
✅
  
Country    
✅☝️
  
✅
  
State    
✅☝️
  
✅
  
City    
✅☝️
  
✅
  
Postal Code    
✅☝️
  
✅
  
Street Address    
✅☝️
  
✅
  
External Custom Field 1-10    
✅☝️
  
✅
  

Filters

Note: Filters only work if this field is actually used for the contact.

Search within
"All" Tab
Configured Groups
Fields
 O365
Directory 		Outlook Address Book Nimbus
Address Books 		Nimbus Services
All Sources
City
✅❗
  
✅
✅❗
✅
Company
  
✅❗
✅
 
✅
Country
✅❗
  
✅
✅❗
✅
Department
✅❗
✅❗
✅
✅❗
✅
Initials
    
✅
  
✅
Job Title
✅❗
✅❗
✅
✅❗
✅
Postal Code
✅❗
  
✅
✅❗
✅
State
✅❗
  
✅
✅❗
✅
Street Address
✅❗
  
✅
✅❗
✅
Note
✅
✅
✅
✅
✅

Limitations

VOICEMAIL AVAILABILITY

Currently, there is no way to check ahead if a (target) user has voicemail features enabled. This is a design limitation by Microsoft which Nimbus currently cannot circumvent. Additionally, the voicemail feature may also be deactivated as part of a tenant-wide IT policy by your administrator. There are also known cases where Microsoft accepts transfers to voicemail but the recipient has no means to check (e.g. MS Teams Client / License restrictions). We highly recommend using this feature only in case voicemail is enabled for the Microsoft Teams user.

 

TRANSFER TO PSTN LIMITATION

Out of the box, Nimbus and affiliated add-ons can only perform PSTN transfers according to Microsoft's licensing and constraints.

Which PSTN license do I need to acquire?

As a tenant administrator you need to acquire the following licenses and assign them to the application instance of the respective Nimbus source service (team) that will act as PSTN transferor:

Your Setup Required License
Direct Routing "Microsoft Teams Phone Resource Account"
Calling Plan "Microsoft Teams Phone Resource Account"
+ "Microsoft Teams Domestic Calling Plan" or "Microsoft Teams Domestic and International Calling Plan" or "Microsoft Teams Calling Plan pay-as-you-go"+ "Communication Credits" (if these aren't already included as part of your plan)
Operator Connect "Microsoft Teams Phone Resource Account"

☝ As of 2023, "Microsoft Teams Phone Standard" licenses are no longer supported by Microsoft. Previously, those licenses were viable for Nimbus. Regardless if you are using Direct Routing, Calling Plans, or Operator Connect, the "Microsoft Teams Phone Resource Account" license is now always required. 

☝ Please note that Luware staff cannot make recommendations on which license plan is best suited for your needs. Depending on your scenario, additional Teams App licenses may be required. Exact details are to be discussed with your Microsoft contact.

🔍 Also see: https://learn.microsoft.com/en-us/microsoftteams/teams-add-on-licensing/virtual-user
 
 

How does PSTN licensing affect Service and Call Transfers?

Assuming that service A has a PSTN license assigned - but further services don't - the following scenario may unfold:

 
  • Scenario A - Service A workflow is configured to transfer the caller to service B. The license of service A is used, the PSTN transfer occurs. The PSTN license is reused throughout further transfers to services C..D…X.
  • Scenario B - Service B is called directly instead. Now, the workflow of service B attempts a redirect to either service A or transfer to C. The PSTN transfer fails due to a missing license on service B.

LEARNINGS

  • For one first-level-response service: If you handle first-response calls always via the same service, you need a PSTN license for that particular first-level Service.
  • For multiple first-level-response services: If you handle first-response calls always via multiple services, you need a PSTN license for all those first-level services .
  • Nimbus will attempt to use the PSTN license of the first service that responded to a call, regardless of how many further internal service transfers are performed after.
  • If no PSTN license is found on a service that requires it for a transfer, the transfer task will be considered as failed and be treated as such by the system (e.g. workflow exit announcement, reporting "transfer failed" outcome).
 

☝ Note that handling and tracking of running cost for PSTN licenses is outside of the Luware support scope.
If you require assistance in extending and/or configuring your Nimbus services for PSTN, our support will gladly assist you:

🔍 Refer to the external reference: Microsoft Teams PSTN connectivity options and Microsoft Teams add-on licenses.

 
 
 
 
 

Attendant Console 1.0

The quickest scenario when using Nimbus is the blind (unattended) call transfer. The starting point of this scenario is a queue with at least one incoming call getting assigned via the Stratus queue distribution system.

The Steps below refer to UI areas and concepts explained on the Attendant Console main page.

 

Steps

Call Accept

✅ Precondition: Caller is shown within the Incoming Call Queue. Once assigned to you the call is shown as "Incoming" in the Conversation Controls and your Teams Client is be showing the "ringing" call popup.

You accept the call. 
→ The caller is transferred to your Conversation Controls, shown as "Active"  
→ You are now connected to the caller.  
→ The "Attendant State " widget in the User Interface area shifts to "Working " / "Conversation Active" to signal that you are handling a call for your service team.

💡 From here on you may put the caller on hold or end the call using the controls in the Conversation Hub.

Contact Search

Within the Contact Search you can now search for a contact by typing any identifying element (clear name, SIP-address, telephone number). 

💡 Use common constructs in the search such as @domain to find multiple fitting results. 
💡 You can also type a E.164 standard telephone number in the search box (+ country code) (subscriber number) to forward to that target 
💡 You may want to use filters to narrow down large lists of results.

Quick Actions - Blind Transfer

  1. Select a contact entry and click "Blind Transfer" within the Quick Actions to forward the call.
  2. Select an available transfer target. You can pick a transfer target in the pop-up (UPN, Voicemail, PSTN numbers) 

→ You will end the session with a blind transfer. The scenario may unfold as follows:

 Contact accepts the call

  1. Your contact will be called (ringing) directly.
  2. Assuming the call is taken:
    1. ... via call: The calling customer is now directly shown to the blind transfer call recipient. Your contact should now be shown as "BIC" = "Busy In Call" accordingly, verifying a successful transfer.  
  3. ... via voicemail: if voicemail is configured for your recipient, your caller should be directly transferred to the caller's voicemail box and hear the corresponding announcement. No further action is required on your behalf.
  4. The caller is removed from your Conversation Hub and you are ready to take the next call.

 Contact doesn't respond or rejects

  1. Any unsuccessful blind transfer will not be returned to you. 
  2. The call is marked as failed in the reporting model. ( User Internal Transfer Failed )

KNOWN LIMITATION Currently there is no way to check ahead if a (target) user has voicemail features enabled. This is a design limitation by Microsoft which Nimbus currently cannot circumvent. Additionally the voicemail feature may also be deactivated as tenant-wide IT policy by your administrator. There are also known cases where Microsoft accepts transfers to voicemail but the recipient has no means to check (e.g. MS Teams Client / License restrictions). → We highly recommend using this feature only in case voicemail is enabled for the Microsoft Teams user.

After the Call

  • As soon as you finished the blind transfer the attendant "Attendant State " in the top area of the User Interface shifts back to "Active" (green)"  
  • You're free to take on the next call → Step 1.

Notes on Call Transfers

  • Blind transfers will not be returned to you directly, but may be handled otherwise. You will not necessarily receive the same customer again.
  • A Blind Transfer that is not taken or hung up by the customer results in a "failed" task in the Nimbus reporting model.
 

Limitations

TRANSFER TO PSTN LIMITATION

Out-of-the-box, Nimbus and affiliated addons can only perform PSTN transfers according to Microsoft's licensing and constraints.

Which PSTN license do I need to acquire?

As a tenant administrator you need to acquire the following licenses and assign them to the application instance of the respective Nimbus SOURCE service (team) that will act as PSTN transferor:

Your Setup Required License
Direct Routing "Microsoft Teams Phone Resource Account"
Calling Plan "Microsoft Teams Phone Resource Account"
+ "Microsoft Teams Domestic Calling Plan" or "Microsoft Teams Domestic and International Calling Plan" or "Microsoft Teams Calling Plan pay-as-you-go"+ "Communication Credits" (if these aren't already included as part of your plan)
Operator Connect "Microsoft Teams Phone Resource Account"

☝ As of 2023 "Microsoft Teams Phone Standard" licences are no longer supported by Microsoft. Previously those licenses were viable for Nimbus. → Regardless if you are using Direct Routing, Calling Plans, Operator Connect - the "Microsoft Teams Phone Resource Account" license is now always required. 

☝ Please note that Luware staff cannot make recommendations on which license plan is best suited for your needs. Depending on your scenario, additional Teams App licenses may be required. Exact details are to be discussed with your Microsoft contacts.

🔍 Also see: https://learn.microsoft.com/en-us/microsoftteams/teams-add-on-licensing/virtual-user
 
 

How does PSTN licensing affect Service and Call Transfers?

Assuming that Service A has a PSTN license assigned - but further Services don't - the following scenario may unfold:

 
  • Scenario A - Service A workflow is configured to transfer the caller to Service B. The license of Service A is used, the PSTN transfer occurs. The PSTN license is re-used throughout further transfers to Services C..D...x.
  • Scenario B - Service B is called directly instead. Now the workflow of Service B attempts a redirect to either service A or transfer to C. The PSTN transfer fails due to a missing license on Service B.

LEARNINGS

  • For one first-level-response Service: If you handle first-response calls always via the same Service you need a PSTN license for that particular first-level Service.
  • For multiple first-level-response Services: If you handle first-response calls always via multiple Services you need a PSTN license for all those first-level Services .
  • Nimbus will attempt to use the PSTN license of the first service that responded to a call, regardless of how many further internal service transfers are performed thereafter.
  • If no PSTN license is found on a service that requires it for a transfer, the transfer task will be considered as failed and be treated as such by the system (e.g. workflow exit announcement, reporting "transfer failed" outcome).
 

☝ Note that handling and tracking of running cost for PSTN licenses is outside of Luware support scope.
If you require assistance in extending and/or configuring your Nimbus services for PSTN our support will gladly assist you:

🔍 Refer to the external reference: Microsoft Teams PSTN connectivity options and Microsoft Teams add-on licenses.

 
 
 
 

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