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.
š” 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 - Hold and Retrieve
Attendant Console 2.0 - Hold and Retrieve via Call Park
During an ongoing call in Attendant Console, you have the possibility to hold a call. While holding a call, the caller can't hear you and is listening to wait music instead.Ā
š Related concepts: The steps below refer to UI elements and concepts explained on theĀ Attendant ConsoleĀ main page.
Steps
The scenario is handled as follows:
Call accept & hold call
ā Precondition: An incoming call is shown in the queue.
- AcceptĀ the incoming call.
- You can hold the call by clicking the Hold button:
- From here on, you can put the caller on hold using the respective button.Ā
ā® The following results will occur:- Wait music will play for the caller while on hold.
- You and the caller cannot hear each other anymore.
- The call is shown as āOn-holdā and the card shown with grey border.
- A separate āOn-holdā timer starts.
Retrieve call
To get the call back click the Retrieve button.
ā® The following results will occur:
- The waiting music is stopped for the caller.
- Your session is resumed.
- You and the caller can hear and talk to each other again.
You may now handle the caller as described in scenarioĀ Attendant - Safe TransferĀ or end the call and handle the next caller.
Hanging up on an āon-holdā caller
You can also directly hang up on (end) an existing āon-holdā call. A Hangup will immediately free you up for the next call.
āHowever, take note that when using "Hangup":Ā
- ā¦the Caller will not get any prior notification - the wait music and call just ends for them.
- ā¦ Nimbus is passively warning you with a red color on the button. This color coding also applies in a Consultant / Caller Swap and Conference scenario.
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Attendant Console 1.0 - Session Hold
During an ongoing call in Attendant Console the possibility to "Park" a user into an On-Hold state.Ā
The scenario is handled as follows:Ā
Park a caller Session
- A customer calls and you either pick up the call or get it distributed to you automatically.
- You as the attendant have an "Active" caller and press "Park"
ā The following results will occur:- On-Hold music is played for the caller (Customer). š” This music can currently not be changed.
- Customer and Attendant user cannot hear each other anymore
- The parked call is shown in your Nimbus "My Sessions" personal dashboard to remind you of this status.
- In the Nimbus ServiceĀ DashboardĀ the call will show as "parked".
Unpark Call
When you press Unpark ā the following things happen:
- Wait music is stopped for the caller. Your session is resumed.Ā
- You may now handle the caller as described in scenarioĀ Attendant - Safe TransferĀ or end the call and handle the next caller.
š” You can also directly end (terminate) a parked call session. This will immediately free you up for the next call. ā However note that the previous caller will not get any prior notification - the music and call just ends for them.
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