Home Nimbus Usage of Nimbus Attendant Console AC 1.0

Attendant - Safe 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 - Safe Transfer

The most basic call scenario when using Nimbus is the safe (attended) 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.

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 safe transfer

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.
If you found the contact or service, click the button Safe Transfer.

⮑ If the destination for the safe transfer is a Nimbus service, the call is being forwarded to the service and disappears from Active Sessions after transferring.
If the destination for the safe transfer is a contact, you get a pop-up to select the target (UPN, voicemail, business phone, mobile phone, etc.). In this case, select the target:

Transfer to a contact

While the call is being transferred to the contact, the call stays in Active Sessions and you remain part of the session. During this phase, you are unable to handle other calls.

The scenario may unfold as follows:

✅Contact accepts the call

The call disappears from Active Sessions.
Your contact should now be shown as "BIC" = "Busy In Call" accordingly, verifying a successful transfer.
No further action is required on your behalf. You are free to take the next call.

❌Contact doesn't respond, rejects, or unsuccessful transfer

The call is put on hold
Calling you will be retried until either the caller hangs up or you take the returning call back.
💡The Retrieve button will be disabled for 10 seconds.
You can simply retry the transfer or other options:
1. Try a different target (e.g. PSTN number or voicemail).
2. Try email or chat to reach your contact target.
3. Search for a substitute contact and try any action there.

After the call

When you end the call, you are free to take the next call.

Notes on Call Transfers

By default, a rejected call transfer will be returned to you after a certain time (see RONA).
Attended transfers stay in Active Sessions until taken. You are not available for other conversations until the caller task is resolved.
A safe transfer returning to you that is not taken or hung up by the customer results in a "failed" task in the reporting model (User External Transfer Failed & User Internal Transfer Failed).

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

IRREGULAR RONA TIMEOUT

RONA time for a safe transfer cannot be configured within Attendant Console as it depends on each target's individual MS Teams client settings. Steps to adjust:

Within MS Teams, refer to: Settings > Calls > When you can't answer a call
Select “Redirect to a number or contact”.
Specify target and set the time in “Ring for this many seconds before redirecting”. The possible range is 10-60 seconds.

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:

☝ 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

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

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

Attendant Console 1.0

The most basic scenario when using Nimbus is the safe (attended) 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 - Safe Transfer

Select a contact entry and press "Safe Transfer" within the Quick Actions to forward the call.
Select an available transfer destination. You can pick a transfer destination in the pop-up (UPN, Voicemail, PSTN numbers

→ You remain part of the session while an attended transfer is in progress. During this phase you are unable to handle other calls. The scenario may unfold as follows: