A more advanced Attendant scenario is to consult with an expert before a transfer to either an internal contact or an external PSTN Number. This allows the attendant to pass on information to the expert before sending the call over or merge it to a consultation call.

Steps

Call accept & outgoing consultation call

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

1. Accept the call and inform the caller that you need to consult with an expert first.
   💡 Note: The call must stay active in order to start a consultation call with an expert. Parking the call will disable the consultation call option.
2. Search for the Contact or PSTN number of the expert and start an outgoing consultation call.
   ☝ Note:  PSTN limitations and supported destination scenarios (see above) apply. 
   

Active Consultation

In the following, we refer to the Consulted Contact as “Expert”.

✅Expert accepts the call

1. You're connected, talking only to the the expert.
2. Decide on the option you want to go forward with:
   1. Transfer - The caller is put out of hold, transferred to to the Consultant. 
      💡 You're immediately freed up for further calls.
   2. Conference - Merges the call with all three participants in the same conversation.  
      🔍 This scenario is explained in the next step.
   3. Swap - Switches caller and contact on hold state.
   4. Hangup and Retrieve - Ends the call with the expert.
      💡 You can immediately talk to the caller again.
      💡 If the consultation call is swapped - it ends the call with the initial caller and the call continues in MS teams. 
   5. Terminate - Ends the call with the expert. 
      💡 The caller stays on hold until you resume.

💡 The example below shows all possible call control options:

 ❌ Expert doesn't respond, rejects, or call abort

In any of the following cases, the caller remains on hold:

• After 30s of no contact response, the call is aborted.
• When declined by the expert.
• When you cancel the dialout.

Consultation Conference

✅ At this point, we assume that you want to merge previous conversation between yourself, the expert, and the (parked) caller.

1. Click the Conference button.
   
2. The conversation is now merged into a conference between all 3 participants:
   
   At this point you can:
   • Talk to both participants simultaneously.
   • Leave the conference.
     💡 The conference will persist as long as at least any two participants remain present.

After the call

• If a call was successfully transferred to a contact target or after you've left the consultation conference, you're free to take the next call.

Limitations

INC Transfer to PSTN Limitation

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

🤔Which PSTN license do I need to acquire?

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, Operator Connect, the "Microsoft Teams Phone Resource Account" license is now always required. 

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"

☝Please note that Luware staff cannot give 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.

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^{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…and so on.

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 treated accordingly 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:

Luware Support Address

Luware Website	https://luware.com/support/
Luware Helpdesk	https://helpdesk.luware.cloud
Cloud Service Status	https://status.luware.cloud/