Get call toasts, notifications, and context without having Nimbus in focus.
Luware Nimbus Assistant provides context during an incoming call and operates outside of your My Sessions Dashboard. Assistant can be installed on your PC as an app, allowing you to get call information or open websites without having to keep Nimbus open in a browser tab at all times. The app can also trigger automated web requests on a direct or service call, e.g. to open or update tickets in external systems. As a Contact Center licensed agent, you can also toggle your Duty Status (Skills and Responsibilities) at any time.
Each user that wants to use the Assistant Standalone app needs to have an Assistant license assigned. This is done via User Administration. The scenarios and license requirements are explained in the table below.
On the target PC, the user account signed into Assistant must be identical to the user signed into the MS Teams Client. Other scenarios are currently not supported and may lead to unwanted behavior by either Nimbus or Assistant.
💡All Assistant-supported scenarios are explained in further below on this page. Links in the table lead to the respective page explaining the feature and its available settings.
1Requires Enterprise or Contact Center Service license. 2 Requires Contact Center Service license. 3 Requires Contact Center User license.
Startup and Sign-In
✅ First check: After your service configuration and Assistant Installation are done, the application can be started and used. Nimbus Assistant should be running as a small icon in your windows task bar system tray. If you don't see this icon, ensure that Assistant is installed on your computer or ask your tenant administrator to do so.
Click on the Assistant icon located in your taskbar system tray. 💡Note the grey indicator on the Assistant icon. It signals that you are not signed in yet.
Select "Sign in with Microsoft". Use your Luware Nimbus user credentials to sign in. ☝ Ensure your signed-in user is identical to the user signed into your MS Teams Client.
Assistant Overview
After successfully signing into Assistant, the main screen is shown. There are some points of note for you:
In the taskbar, you should see the Assistant tray icon, with a green connection indicator. 💡Please note:
The indicator does show that Assistant has successfully connected with your MS Teams and is ready to receive call context.
The indicator does not react to or mirror your Teams presence (Away, Available, DND, etc.). This remains for you to control with MS Teams itself.
At this point, Assistant is fully operable with no further steps required on your behalf.
Optionally you can adjust some personal settings (hamburger menu)located on the top-right. The → settings menu is explained further below.
🌟 Congratulations - all done! Upon incoming calls, the defined actions (e.g. opening a CRM website, creating a ticket) will be triggered as configured by your Service Administrator when adjusting Assistant Service Context.
Troubleshooting
🤔 Is your connection not working (status indicator not green) even after signing in correctly?
Check the Options > Info dialog if the connection to MS Teams is working. Ensure your MS Teams is started and connected properly, then restart Assistant. If the problem persists, please contact your Administrator & Nimbus support.
Settings Menu
💡 You can make some personal option adjustments in the app by right-clicking the tray icon:
Area
Description
UI
General
General behavior such as:
The menu language.
App autorun behavior after system start.
An option to show pre-call info toast before accepting an incoming call.
A dropdown to choose to show either the pre-call info or the call flow toast for an inbound/outbound calls.
An option to show the login window on app start. ☝ You may be required to regularly refresh your login as the old login session can expire.
Notifications
Notification and messaging behavior such as:
Audio notifications on incoming Instant Messages or External Tasks. ☝ Note that sound is played until Decline/Accept is clicked or a pending RONA status is cleared.
Appearance
Allows to configure various visual settings such as:
The Assistant pop-up location.
The zoom level of the application UI elements.
The option to always show Assistant on top upon incoming events (Incoming Session, RONA status, ACW, etc.).
Tray Icon options
Open Nimbus
Direct link to open the Nimbus portal in your browser.
Info
Connection status and app information version information.
Logout
Logs your user out of the app.
💡 You will not receive any call context until logged in again.
Quit
Closes the application.
Profile Changes
Contact Center ✅ Precondition: This option is only available for Contact Center licensed agents. A service administrator must assign Responsibility Profiles to you.
Changing Responsibility Profiles also affects your Nimbus Duty State.
💡 A profile can have any name (as determined and assigned by your service owner). Switching between these profiles determines your Duty State and – in extension – availability/responsibility within one or several Nimbus services. The default profiles are "Duty" and "Off Duty".
Not Available Reasons
Contact Center ✅ Precondition: This option is only available for Contact Center licensed agents. A service administrator must assign Not Available Reasons to you.
Not Available Reasons (NAR) requests appear whenever you switch to a MS Teams presence that Nimbus considers as "Not Available" for calls. Multiple reasons may stack up over time, will be shown shown most recent first.
To provide a reason, click "Fill Out" and either select one of the "top" reasons or one from the pulldown menu.
💡Note: Nimbus will keep track of Not Available Reason requests for up to a week, after which the request will be closed automatically. All reasons provided will be part of the Nimbus Reporting Model and reflected in Power BI as part of the historic session reporting.
After-Call Work
Contact Center ✅ Precondition: This option is only available for agents with Contact Center licensed services. ACW must be enabled in Distribution Service Settings.
You can handle your After-Call Work (ACW) within Assistant. This additional time allows you to fulfill tasks before getting the next potential call distributed. If allowed via your service settings, you can extend this time or stop it prematurely.
Codes and Tags
Enterprise RoutingContact Center ✅ Precondition: This option is only available for Enterprise Routing and Contact Center licensed services. Codes must be defined in your Configuration and then applied in Extension Service Settings.
During an active call and ACW (see below) you can use Codes and Tags to signal call closure, decisions or any other purposes of your choice.
💡 Note that codes are predefined as per preconditions, while tags can be chosen freely during a call. Tag suggestions will be made based on existing tags from previous calls (and other users).
🔍 Tags and codes are recorded as part of the reporting data and show up in the Power BI reports.
Call Flow (Inbound and Outbound) and Info Toast (Inbound)
The Info toast shows you certain parameters from the workflow (e.g. language, salutation, mail address, etc.) before accepting the call.
TheCall Flow toast shows the flow of the incoming call route. The original caller PSTN (number) as well as any previous transfers are shown in a historical line. It serves informational purposes to prepare yourself for incoming calls, e.g. by knowing which services the customer has already talked to.
Call Flow (during the call / while handling tasks)
Info toast (during ringing calls / incoming tasks)
The Call Flow shows which route the customer has taken. This can be either multiple previous Nimbus users or services.
The Info toast shows on top of the of the incoming MS Teams call window. It can contain additional retrieved parameters and context.
💡Good to know
For Users: Via Settings you can adjust to
General toast window behavior:
The Assistant Flow / Toast window can be dragged via the position handles and remembers the last position.
With Assistant running in the background, the toast window will also be shown when you run MS Teams in your browser (e.g. out of focus) or not at all.
For Admins: The default Assistant behavior on incoming calls / tasks can be configured as a default using the Assistant silent install method. Refer to Assistant Installation for more information.
Info
Shows additional information on the incoming caller:
1💡Custom Defined Parameters– including those created in a Flow run – are only shown when they differs from their default values. A parameter value can be overwritten by either of the methods above.
2🔍 Refer to our Power Automate Use Cases that showcase how to retrieve external System information (e.g. from your company's CRM) and store them into parameters
3
Phone Number:
Only shown on external calls.
Shows "Empty" on internal calls.
4
Additional Controls:
Copy to Clipboard - will copy all Info field contents (1-3) into your clipboard as plain-text format.
Open Portal - will open Nimbus My Sessions in your default browser.
Call Transfer
During an ongoing call, safe and blind transfer buttons are shown in the Assistant UI.
Blind Transfer
Assistant - Blind Transfer
The quickest call transfer scenario when using Nimbus Attendant is the blind (unattended) call transfer. Unlike a Safe Transfer the 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 caller again.
Steps
✅ Precondition: You have to be in an ongoing inbound call.
Click theBlind Transfer button: ⮑ The dial pad will be shown.
You can search for existing contacts by phone number, UPN, or name / first name.
Once you found the contact or service, click the phone button to start the blind transfer. ⮑ The call is being forwarded and immediately disappears from Assistant / Active Sessions. ⮑ With the blind transfer scenario, your session ends and you are free to take the next call.
💡Notes on blind 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 by a contact or hung up by the caller results in a "failed" task result in the Nimbus Nimbus Reporting Model. If you want to avoid dropped calls, use Safe Transfer instead.
If After-Call Work (ACW) is enabled for the service you took the call from, the timer will start immediately after the successful transfer. ACW will not apply when Task Parallelization is enabled for your user.
General Transfer Limitations
INC Transfer Limitation List
💡In the following we list all known transfer limitations, either by design or external circumstances.
Transfer to PSTN: Licensing and Limitations
INC Transfer to PSTN Limitation
☝Nimbus and related addons can only perform PSTN transfers according to Microsoft's licensing and constraints. ✅ As Administrator you need to acquire Microsoft Teams phone licenses
☝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.
🤔How does PSTN licensing affect Service and call transfers?
Assuming that the initially called Service has (no) PSTN license assigned - the following scenarios may unfold:
Scenario A - Service A has a PSTN license. Transfers to other Services occur.
⮑The PSTN license carries over throughout transfers to other Nimbus Services B and C. ⮑ As the license carries over, a PSTN transfer to an external target is possible from either Service.
Scenario B - Service B has no PSTN license. A Transfer to Service C occurs which has a PSTN license.
⮑ The customer skips over Service A and manages to reach Service B instead. ⮑The PSTN license is missing on Service B, so nothing is carried over to Service C. ⮑ Even if Service C has its own PSTN license, a PSTN transfer to an external target is not possible.
🌟Learnings:
Nimbus will use the PSTN license – and create a (transfer) Session – from the FIRST Service responding to a call.
Regardless of how many internal Service transfers are performed thereafter, the FIRST Service PSTN license remains in effect.
If a PSTN license is missing, the transfer task will fail and be treated accordingly by the System.1
Even if a Service being transferred towards has a PSTN license, it cannot be added in post, as the Call Session is already ongoing from the first-responding Service.
✅ For your licensing needs this means: If you require PSTN transfer functionality, you'll need to ensure that this Service is handling all your incoming calls.
For ONE first-level / Front Desk Service, you'll need a PSTN license for this particular Service.
For MULTIPLE first-level Services scenario, you'll need PSTN licenses for all first-level Services.
1🔎 Assumption: Workflow takes the normal “Exit” Announcement route and Service Session will conclude with a “Transfer failed” outcome. For more details on analyzing your Reporting results, refer to Nimbus Reporting and Static Dimensions > "Service Session Outcomes"
☝Note that handling and tracking of running cost for PSTN licenses is outside of the Luware support scope. If you however require assistance in extending and/or configuring your Nimbus Services for PSTN, our support will gladly assist you:
In MS Teams technically you can use conference invite and transfer features, but Nimbus cannot control the session anymore, nor create status reports on the results. This will not be a controlled or safe transfer, thus Nimbus will consider your user free to take on other tasks.
In Nimbus, therefore transfer buttons will be disabled while you are in a conference created by Nimbus functionality – e.g. when you…
✅ Call Data + Customer.Custom Fields and System Data.
⬜/✅ Custom Context Parametersonly if enabled in respective Extensions Service Settings > “Conversation Context”.
✅All Call Data + Custom Fields,
System Data and Custom Context Parameter …get transferred.
… User, during ongoing Consultation
❌ No Context gets transferred.2
✅All Call Data + Custom Fields,
System Data and Custom Context Parameter …get transferred.
… Service via Workflow “Transfer" activity.
❌ No Context gets transferred.1,2
✅All Call Data + Custom Fields,
System Data and Custom Context Parameter …get transferred.
CONTEXT TRANSFER LIMITATIONS
The following Context Transfer limitations are known. We are actively working to improve this in a future update.
1 Context Handover via ”Transfer" Workflow Activity": A Custom Context Handover from within a Service workflow to any target will not work.
2 Context Handover via UI buttons to Users during consultation calls is currently not supported, partially due to MS Teams conference limitations. → If you require Context to be transferred, use Blind Transfer or Safe Transfer scenarios respectively.
When the target User is already is in RONA state. ⮑ A message will be shown after a transfer attempt is made: “Transfer cannot be started to a User, who is in a Nimbus Task”. ⮑ There will be no extra User Session for Nimbus Reporting created.2
When the target User ignores / doesn't answer the transfer (e.g. Timeout), Nimbus will not flag users with RONA state1. ⮑ User Session in Nimbus Reporting marked “Cancelled”2
When the target User actively declines a transfer will also not flag users with RONA state. ⮑ User Session in Nimbus Reporting marked as “Declined”.2
1🤔 Why is RONA not applied in this case? When a User is a direct transfer target, they were not selected by the Nimbus Task Queue and Distribution system. In order to keep that user available to other Nimbus Services – e.g. after previous transfer / timeout – no persistent RONA state is applied. 2 Depending on the Attendant Consoletransfer scenario (safe/blind), the call will return to the initial User or be lost. This is not related to RONA behavior.
Transfers and Nimbus Reporting Outcomes
INC Transfers and Nimbus Reporting Outcomes
🔎Rule: Last Outcome
Rule for Nimbus Reporting > Outcomes & Sessions List Task Results: The overall Service Session outcome in a “Transferred-by-user Scenario” is set according to the outcome of the last User Session.
Transfer Scenario
User A - Session 1 Outcome
User B - Session 2 Outcome
Expected Service Session Reporting Outcome1
User A blind3 / safe transfers to Internal Destination B, which accepts
Transferred Internally
Accepted
User Internal Transfer Successful
User A blind3 transfers to Internal Destination B, which does not respond (ignore)
Internal Transfer Failed
Cancelled
User Internal Transfer Failed
User A safe4 transfers to Internal Destination B, which rejects, Customer terminates afterwards.
Accepted
Declined
User Accepted
User A transfers to Destination B Voicemail 2,5 directly
Transferred Internally
None, as no User Session is created for user B.2
User Internal Transfer Successful
User A starts a Consultation Call to a Nimbus Service
Transferred Internally
Accepted
User Internal Transfer Successful
User A starts a Consultation Call to a PSTN (non Nimbus) number
Transferred Externally
None, as no User is tracked as long as they are not part of Nimbus.
2Voicemail and Reporting: Any direct "Transfer to Voicemail" Actions via Attendant Console are not creating a new User Session or any related User State checks for the Nimbus Reporting Model.
3 Blind Transfer behavior: When the destination doesn't accept – and has Voicemail or any other forwarding activity enabled – the transfer will not reach Voicemail nor the forwarding target. This is expected Contact center behavior and avoids the loss of calls.
4 Safe Transfer / Voicemail behavior: When the destination doesn't accept - and has Voicemail enabled - the transfer will NOT reach the Voicemail. This is expected Contact Center behavior to avoid a potential call loss.
5Disabled Voicemail: Nimbus cannot check ahead if voicemail is enabled for a user, but the “Transfer to Voicemail” UI element is always shown. Also refer to the “Transfer to disabled Voicemail” limitations.
Transfer to MS Teams Auto Attendant / Call Queues
INC Transfer to Teams Auto Attendant and Call Queues Limitation
☝Out of box, transfers towards the UPNs of Teams-native Auto Attendants (AA) or Call Queues (CQ) Resource Accounts will fail. Preconditions and Workarounds apply.
Nimbus transfer to…
... using …
Result
Auto Attendant
Attendant Console
Only works using Blind Transfer or with workaround → 🛠 see below
Teams Client
Works for all options, but as a workaround with limitations → 🔀 see below.
Workflow
Works as detailed by the table below.
Call Queue
Attendant Console
Only works using Blind Transfer or with workaround → 🛠 see below
Teams Client
Works for all options, but as a workaround with limitations → 🔀 see below.
Workflow
Works as detailed by the table below.
Transfer scenarios
Connectivity plan dependencies
Based on the PSTN connectivity option used, transfers towards the Resource Accounts' assigned phone numbers will work as summarized in the table below.
🛠 Only works with reverse number lookup workaround, described below. 🔀Requires a UI flow workaround, described below. ✅Works with selected plan. ❌Does not work with selected plan.
🛠 Workaround: Reverse Number Lookup (RNL)
For any of the above mentioned transfer types to work together with the chosen connectivity plan, Reverse Number Lookup (RNL) has to be disabled in the Resource Account's phone number assignment. RNL can be disabled by executing the following PowerShell command:
Set-CsPhoneNumberAssignment -PhoneNumber <phone number assigned to the CQ/AA resource account> -ReverseNumberLookup SkipInternalVoip
💡Effects:
⮑ After disabling RNL for a Phone Number Assignment, Teams will automatically forward the call to the Direct Routing SBC, which then needs to redirect it toward the Resource Account of the Call Queue or Auto Attendant.
🔀Workaround: Consultation Call then transfer
🔎Analysis: Transfer scenarios for existing call conferences is limited – specifically for voice applications such as Call Queues, Auto Attendants and Nimbus. These limitations are imposed by Microsoft Teams and cannot be circumvented by Nimbus.
🔀Workaround: A consultation transfer can be completed using the teams call window instead of Nimbus, an example of the call flow is provided below.
In the MS Teams call window, click on the Transfer button.
Select "Consult then transfer".
Under Choose a person or resource account (AA or CQ) to consult, start typing the name of the person you want to transfer the call to.
Select the person from the list.
Choose to Chat or Call them to consult.
After confirming they’re ready to take the call, click Transfer to complete the process. ⮑ 💡Note: The original caller will be placed on hold during the consultation.
☝Limitations Note: This workaround involves circumvention of the Nimbus UI in favor of MS Teams functionality, which is generally not recommended when you want to have detailed Nimbus Reporting with accurate session outcomes
💡Effects: ⮑ When the transfer is completed via MS Teams “consult then transfer” functionality instead of the Nimbus UI transfer options, the Nimbus session report will not show anything about the transfer. Instead, the Nimbus session result will be shown as User Accepted in the Nimbus Reporting Model. ⮑ As the call will be handled outside of Nimbus at this point, further User Sessions will not be reflected in the Sessions List.
Connectivity plan dependencies and possible workaround requirements
Transfers to Voicemail
INC Voicemail Limitations
☝No Voicemail feature lookahead possible: Currently, there is no way to check ahead if a transfer target (MS Teams User) has Voicemail features enabled. This is a design limitation by Microsoft which Nimbus currently cannot circumvent.
Voicemail Redirect Setting in MS Teams
☝Voicemail feature IT policies: 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. due to MS Teams Client / License restrictions). → We highly recommend using “Transfer to voicemail” related Nimbus features only in case Voicemail is generally enabled for the Microsoft Teams user.
☝Unsupported Scenario - PSTN call forward to Voicemail within own Tenant: When inviting an internal user via PSTN (e.g. in a Attendant - Consultation Call scenario) with Voicemail forwarding enabled: ⮑ The call will be redirected, but the receiving user will not hear anything. ⮑ In Nimbus the call will fail.
🔎Analysis: This scenario is unsupported because MS Teams will auto-resolve the PSTN Number and generate a federated call. The Nimbus bot will run into a timeout and the receiving user will only get an empty Voicemail.
Safe Transfer
Assistant - Safe Transfer
The most basic call scenario when using Nimbus Assistant is the safe (attended) call transfer. Unlike a Blind Transfer, the safe transfer keeps you in the session and returns the call back to you when the transfer fails (no response, rejected, or otherwise unsuccessful transfer).
Steps
✅ Precondition: You have to be in an ongoing inbound call.
Click theSafe Transferbutton: ⮑ The dial pad will be shown.
You can search for existing contacts by phone number, UPN, or name / first name. If you found the contact or service, click the phone button to start the safe transfer.
⮑ The call is being forwarded. Depending on the transfer outcome:
✅ Safe transfer successful
❌ Failed transfer
A message will be shown in Assistant, informing you about the successful transfer:
A message will be shown in Assistant, informing you about the failed transfer, and…
…you will be reconnected with the caller automatically. In this case, you can retry the transfer or other options:
Try a different target (e.g. PSTN number or voicemail).
Try email or chat to reach your contact target.
Search for a substitute contact and try any action there
You are free to take the next call.
You can:
Try a different target (e.g. PSTN number or voicemail).
Try email or chat to reach your contact target.
Search for a substitute contact and try any action there.
💡Notes on safe transfers
By default, a rejected safe transfer will be returned to you after a certain time.
Safe (attended) transfers stay in Active Sessions until taken.
You are not available for other tasks until the transfer is resolved.
If After-Call Work (ACW) is enabled for the service you took the call from, a timer will start immediately after the successful transfer. ACW will not apply when Task Parallelization is enabled for your user.
General Transfer Limitations
INC Transfer Limitation List
💡In the following we list all known transfer limitations, either by design or external circumstances.
Transfer to PSTN: Licensing and Limitations
INC Transfer to PSTN Limitation
☝Nimbus and related addons can only perform PSTN transfers according to Microsoft's licensing and constraints. ✅ As Administrator you need to acquire Microsoft Teams phone licenses
☝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.
🤔How does PSTN licensing affect Service and call transfers?
Assuming that the initially called Service has (no) PSTN license assigned - the following scenarios may unfold:
Scenario A - Service A has a PSTN license. Transfers to other Services occur.
⮑The PSTN license carries over throughout transfers to other Nimbus Services B and C. ⮑ As the license carries over, a PSTN transfer to an external target is possible from either Service.
Scenario B - Service B has no PSTN license. A Transfer to Service C occurs which has a PSTN license.
⮑ The customer skips over Service A and manages to reach Service B instead. ⮑The PSTN license is missing on Service B, so nothing is carried over to Service C. ⮑ Even if Service C has its own PSTN license, a PSTN transfer to an external target is not possible.
🌟Learnings:
Nimbus will use the PSTN license – and create a (transfer) Session – from the FIRST Service responding to a call.
Regardless of how many internal Service transfers are performed thereafter, the FIRST Service PSTN license remains in effect.
If a PSTN license is missing, the transfer task will fail and be treated accordingly by the System.1
Even if a Service being transferred towards has a PSTN license, it cannot be added in post, as the Call Session is already ongoing from the first-responding Service.
✅ For your licensing needs this means: If you require PSTN transfer functionality, you'll need to ensure that this Service is handling all your incoming calls.
For ONE first-level / Front Desk Service, you'll need a PSTN license for this particular Service.
For MULTIPLE first-level Services scenario, you'll need PSTN licenses for all first-level Services.
1🔎 Assumption: Workflow takes the normal “Exit” Announcement route and Service Session will conclude with a “Transfer failed” outcome. For more details on analyzing your Reporting results, refer to Nimbus Reporting and Static Dimensions > "Service Session Outcomes"
☝Note that handling and tracking of running cost for PSTN licenses is outside of the Luware support scope. If you however require assistance in extending and/or configuring your Nimbus Services for PSTN, our support will gladly assist you:
In MS Teams technically you can use conference invite and transfer features, but Nimbus cannot control the session anymore, nor create status reports on the results. This will not be a controlled or safe transfer, thus Nimbus will consider your user free to take on other tasks.
In Nimbus, therefore transfer buttons will be disabled while you are in a conference created by Nimbus functionality – e.g. when you…
✅ Call Data + Customer.Custom Fields and System Data.
⬜/✅ Custom Context Parametersonly if enabled in respective Extensions Service Settings > “Conversation Context”.
✅All Call Data + Custom Fields,
System Data and Custom Context Parameter …get transferred.
… User, during ongoing Consultation
❌ No Context gets transferred.2
✅All Call Data + Custom Fields,
System Data and Custom Context Parameter …get transferred.
… Service via Workflow “Transfer" activity.
❌ No Context gets transferred.1,2
✅All Call Data + Custom Fields,
System Data and Custom Context Parameter …get transferred.
CONTEXT TRANSFER LIMITATIONS
The following Context Transfer limitations are known. We are actively working to improve this in a future update.
1 Context Handover via ”Transfer" Workflow Activity": A Custom Context Handover from within a Service workflow to any target will not work.
2 Context Handover via UI buttons to Users during consultation calls is currently not supported, partially due to MS Teams conference limitations. → If you require Context to be transferred, use Blind Transfer or Safe Transfer scenarios respectively.
When the target User is already is in RONA state. ⮑ A message will be shown after a transfer attempt is made: “Transfer cannot be started to a User, who is in a Nimbus Task”. ⮑ There will be no extra User Session for Nimbus Reporting created.2
When the target User ignores / doesn't answer the transfer (e.g. Timeout), Nimbus will not flag users with RONA state1. ⮑ User Session in Nimbus Reporting marked “Cancelled”2
When the target User actively declines a transfer will also not flag users with RONA state. ⮑ User Session in Nimbus Reporting marked as “Declined”.2
1🤔 Why is RONA not applied in this case? When a User is a direct transfer target, they were not selected by the Nimbus Task Queue and Distribution system. In order to keep that user available to other Nimbus Services – e.g. after previous transfer / timeout – no persistent RONA state is applied. 2 Depending on the Attendant Consoletransfer scenario (safe/blind), the call will return to the initial User or be lost. This is not related to RONA behavior.
Transfers and Nimbus Reporting Outcomes
INC Transfers and Nimbus Reporting Outcomes
🔎Rule: Last Outcome
Rule for Nimbus Reporting > Outcomes & Sessions List Task Results: The overall Service Session outcome in a “Transferred-by-user Scenario” is set according to the outcome of the last User Session.
Transfer Scenario
User A - Session 1 Outcome
User B - Session 2 Outcome
Expected Service Session Reporting Outcome1
User A blind3 / safe transfers to Internal Destination B, which accepts
Transferred Internally
Accepted
User Internal Transfer Successful
User A blind3 transfers to Internal Destination B, which does not respond (ignore)
Internal Transfer Failed
Cancelled
User Internal Transfer Failed
User A safe4 transfers to Internal Destination B, which rejects, Customer terminates afterwards.
Accepted
Declined
User Accepted
User A transfers to Destination B Voicemail 2,5 directly
Transferred Internally
None, as no User Session is created for user B.2
User Internal Transfer Successful
User A starts a Consultation Call to a Nimbus Service
Transferred Internally
Accepted
User Internal Transfer Successful
User A starts a Consultation Call to a PSTN (non Nimbus) number
Transferred Externally
None, as no User is tracked as long as they are not part of Nimbus.
2Voicemail and Reporting: Any direct "Transfer to Voicemail" Actions via Attendant Console are not creating a new User Session or any related User State checks for the Nimbus Reporting Model.
3 Blind Transfer behavior: When the destination doesn't accept – and has Voicemail or any other forwarding activity enabled – the transfer will not reach Voicemail nor the forwarding target. This is expected Contact center behavior and avoids the loss of calls.
4 Safe Transfer / Voicemail behavior: When the destination doesn't accept - and has Voicemail enabled - the transfer will NOT reach the Voicemail. This is expected Contact Center behavior to avoid a potential call loss.
5Disabled Voicemail: Nimbus cannot check ahead if voicemail is enabled for a user, but the “Transfer to Voicemail” UI element is always shown. Also refer to the “Transfer to disabled Voicemail” limitations.
Transfer to MS Teams Auto Attendant / Call Queues
INC Transfer to Teams Auto Attendant and Call Queues Limitation
☝Out of box, transfers towards the UPNs of Teams-native Auto Attendants (AA) or Call Queues (CQ) Resource Accounts will fail. Preconditions and Workarounds apply.
Nimbus transfer to…
... using …
Result
Auto Attendant
Attendant Console
Only works using Blind Transfer or with workaround → 🛠 see below
Teams Client
Works for all options, but as a workaround with limitations → 🔀 see below.
Workflow
Works as detailed by the table below.
Call Queue
Attendant Console
Only works using Blind Transfer or with workaround → 🛠 see below
Teams Client
Works for all options, but as a workaround with limitations → 🔀 see below.
Workflow
Works as detailed by the table below.
Transfer scenarios
Connectivity plan dependencies
Based on the PSTN connectivity option used, transfers towards the Resource Accounts' assigned phone numbers will work as summarized in the table below.
🛠 Only works with reverse number lookup workaround, described below. 🔀Requires a UI flow workaround, described below. ✅Works with selected plan. ❌Does not work with selected plan.
🛠 Workaround: Reverse Number Lookup (RNL)
For any of the above mentioned transfer types to work together with the chosen connectivity plan, Reverse Number Lookup (RNL) has to be disabled in the Resource Account's phone number assignment. RNL can be disabled by executing the following PowerShell command:
Set-CsPhoneNumberAssignment -PhoneNumber <phone number assigned to the CQ/AA resource account> -ReverseNumberLookup SkipInternalVoip
💡Effects:
⮑ After disabling RNL for a Phone Number Assignment, Teams will automatically forward the call to the Direct Routing SBC, which then needs to redirect it toward the Resource Account of the Call Queue or Auto Attendant.
🔀Workaround: Consultation Call then transfer
🔎Analysis: Transfer scenarios for existing call conferences is limited – specifically for voice applications such as Call Queues, Auto Attendants and Nimbus. These limitations are imposed by Microsoft Teams and cannot be circumvented by Nimbus.
🔀Workaround: A consultation transfer can be completed using the teams call window instead of Nimbus, an example of the call flow is provided below.
In the MS Teams call window, click on the Transfer button.
Select "Consult then transfer".
Under Choose a person or resource account (AA or CQ) to consult, start typing the name of the person you want to transfer the call to.
Select the person from the list.
Choose to Chat or Call them to consult.
After confirming they’re ready to take the call, click Transfer to complete the process. ⮑ 💡Note: The original caller will be placed on hold during the consultation.
☝Limitations Note: This workaround involves circumvention of the Nimbus UI in favor of MS Teams functionality, which is generally not recommended when you want to have detailed Nimbus Reporting with accurate session outcomes
💡Effects: ⮑ When the transfer is completed via MS Teams “consult then transfer” functionality instead of the Nimbus UI transfer options, the Nimbus session report will not show anything about the transfer. Instead, the Nimbus session result will be shown as User Accepted in the Nimbus Reporting Model. ⮑ As the call will be handled outside of Nimbus at this point, further User Sessions will not be reflected in the Sessions List.
Connectivity plan dependencies and possible workaround requirements
Transfers to Voicemail
INC Voicemail Limitations
☝No Voicemail feature lookahead possible: Currently, there is no way to check ahead if a transfer target (MS Teams User) has Voicemail features enabled. This is a design limitation by Microsoft which Nimbus currently cannot circumvent.
Voicemail Redirect Setting in MS Teams
☝Voicemail feature IT policies: 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. due to MS Teams Client / License restrictions). → We highly recommend using “Transfer to voicemail” related Nimbus features only in case Voicemail is generally enabled for the Microsoft Teams user.
☝Unsupported Scenario - PSTN call forward to Voicemail within own Tenant: When inviting an internal user via PSTN (e.g. in a Attendant - Consultation Call scenario) with Voicemail forwarding enabled: ⮑ The call will be redirected, but the receiving user will not hear anything. ⮑ In Nimbus the call will fail.
🔎Analysis: This scenario is unsupported because MS Teams will auto-resolve the PSTN Number and generate a federated call. The Nimbus bot will run into a timeout and the receiving user will only get an empty Voicemail.
Consultation Call
Assistant - Consultation Call
With the Consultation Call feature in Nimbus Assistant, you have the possibility to consult with an consultant before a transfer to either an internal contact or an external PSTN Number. This allows you to pass on information to the consultant before sending the call over or conference it to a consultation call.
Good to know: Please note that consultation calls work with the following destination scenarios:
Supported Destinations
Not Supported
Consultation calls to internal Microsoft Teams users
Consultation calls to PSTN (☝ see PSTN limitations below)
Consultation calls to Nimbus services via UPN
Consultation calls to external UPNs (User Principal Names)
Consultation calls to services using PSTN
🔎 Also refer to the → known limitations below for more details.
🔎 In the following, we refer to the following participants:
You - The instructions are written from this perspective, addressing “you” as the main actor in Assistant and Nimbus.
Consultant - A contact from your search (either a user from your tenant or a Nimbus user from another service). 💡If the consultant is a Nimbus user they may also have (limited) call controls available to them in Nimbus.
Customer - the person calling your service.
Steps
Call accept & outgoing consultation call
✅ Precondition: An incoming call is shown in the queue.
Accept the call and inform the caller that you need to consult with an consultant first. 💡 Note: The call must stay active in order to start a consultation call with an consultant. Putting the caller “On Hold” will disable the consultation call option.
Click the Consult button in Assistant.
Search for the contact or PSTN number of the consultant and start an outgoing consultation call. ☝ Note: PSTN limitations and supported destination scenarios apply.
Consultation to user
Consultation to user
✅ Precondition: You dialed out to a consultant (single user) using your search and contact list.
✅consultant accepts the call
You're connected, talking only to the the consultant.
Decide on the option you want to go forward with:
Transfer - The caller is put out of hold, transferred to the consultant. 💡 You're immediately freed up for further calls.
Conference - Joins the call with all three participants in a conference. 🔍 This scenario is explained in the next step.
Swap - Switches caller and consultant on hold state.
Hangup… (Hangup and Retrieve) - Ends the call with the consulted target and the caller is immediately retrieved from on-hold.
Terminate - Ends the call with the consulted target. The caller stays on hold until the agent retrieves the call.
Retrieve - Retrieves the call with the on-hold target.
❌ consultant doesn't respond or declines
When your consultant contact does not respond in time or declines:
⮑ A busy tone will be played to you. ⮑ Your call with the caller will be automatically resumed. 💡Note that you can abort the dialout at any time leading to the same results.
Consultation to service
Consultation to service
✅ Precondition: You are NOT in a conference call at the moment, because this prevents consultation to an external service. In this example you stay with the customer, making the call to a service in their stead.
Dial out to the target service. Note that the target service workflow will treat this scenario differently:
Music and announcements are audible to you only.
“Input Customer Advanced” activities during the workflow with work with Voice Recognition, but not DTMF (Dialpad) → See Limitations at the bottom of this page.
The workflow may take a separate route than usual as defined per “Origin Routing”Check Activity.
Last User Routing should take your calling customer into consideration, preferring the consultant the customer last spoke to.
If available the target service should also get details and context from your customer.
Once connected to the target service you speak to the consultant from the target service: ⮑ Hold and Park are disabled during this time.
Terminate and retrieve (the customer)
Swap to the customer ⮑ On Hold music is played for the consultant while you swap to the customer.
Transfer: 💡Only available, once a consultant in the target service picked up the call. ⮑ Your session ends. → After the call scenario below applies.
Conference (Merge). 💡Only available, once a consultant in the target service picked up the call. ⮑ You stay together with everyone in the conference. ⮑ You and the consulting agent will only have the “hang up” button after the conference call is started.
Call hang up and on hold behavior: When either you or the consultant hang up during the consultation call, the control over the session change ownership accordingly.
When the customer hangs up, you remain in the session with the consultant. ⮑ The “Hang up” button is available to both you and the consultant
When the consultant hangs up while on hold: ⮑ Call termination of consultant is visible, you are connected to customer. ⮑ You get all call controls back.
When the consultant hangs up while the customer is on hold: ⮑ You will have all call controls back. ⮑ You have to actively retrieve the call with customer back.
You hang up on the customer and consultant while the consultant is still on hold: ⮑ The consultant will automatically be connected to customer, ⮑ All call controls are available to the consultant.
You hang up on the consultant and customer while the customer is on hold: ⮑ The consultant will automatically be connected to customer ⮑ All call controls are available to the consultant.
Consultation Conference
💡This scenario applies to either user or service consultation. Note that the conference option is not available at all times. ✅ At this point, we assume that you want to combine the previous conversation between yourself, the consultant, and the caller into a conference. You start while in a call with either party (customer / consultant), while the other participant is currently “On Hold”:
Click the Conference button.
The conversation is now conferenced between all 3 participants: Consultation conference in Assistant.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 (any scenario)
✅If a call was successfully transferred to a contact target OR after you've left a consultation / conference: ⮑ After-Call Work (ACW) starts if configured for your user. ⮑ Otherwise you're free to take the next call.
Known Limitations
Transfers
INC Transfer Limitation List
💡In the following we list all known transfer limitations, either by design or external circumstances.
Transfer to PSTN: Licensing and Limitations
INC Transfer to PSTN Limitation
☝Nimbus and related addons can only perform PSTN transfers according to Microsoft's licensing and constraints. ✅ As Administrator you need to acquire Microsoft Teams phone licenses
☝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.
🤔How does PSTN licensing affect Service and call transfers?
Assuming that the initially called Service has (no) PSTN license assigned - the following scenarios may unfold:
Scenario A - Service A has a PSTN license. Transfers to other Services occur.
⮑The PSTN license carries over throughout transfers to other Nimbus Services B and C. ⮑ As the license carries over, a PSTN transfer to an external target is possible from either Service.
Scenario B - Service B has no PSTN license. A Transfer to Service C occurs which has a PSTN license.
⮑ The customer skips over Service A and manages to reach Service B instead. ⮑The PSTN license is missing on Service B, so nothing is carried over to Service C. ⮑ Even if Service C has its own PSTN license, a PSTN transfer to an external target is not possible.
🌟Learnings:
Nimbus will use the PSTN license – and create a (transfer) Session – from the FIRST Service responding to a call.
Regardless of how many internal Service transfers are performed thereafter, the FIRST Service PSTN license remains in effect.
If a PSTN license is missing, the transfer task will fail and be treated accordingly by the System.1
Even if a Service being transferred towards has a PSTN license, it cannot be added in post, as the Call Session is already ongoing from the first-responding Service.
✅ For your licensing needs this means: If you require PSTN transfer functionality, you'll need to ensure that this Service is handling all your incoming calls.
For ONE first-level / Front Desk Service, you'll need a PSTN license for this particular Service.
For MULTIPLE first-level Services scenario, you'll need PSTN licenses for all first-level Services.
1🔎 Assumption: Workflow takes the normal “Exit” Announcement route and Service Session will conclude with a “Transfer failed” outcome. For more details on analyzing your Reporting results, refer to Nimbus Reporting and Static Dimensions > "Service Session Outcomes"
☝Note that handling and tracking of running cost for PSTN licenses is outside of the Luware support scope. If you however require assistance in extending and/or configuring your Nimbus Services for PSTN, our support will gladly assist you:
In MS Teams technically you can use conference invite and transfer features, but Nimbus cannot control the session anymore, nor create status reports on the results. This will not be a controlled or safe transfer, thus Nimbus will consider your user free to take on other tasks.
In Nimbus, therefore transfer buttons will be disabled while you are in a conference created by Nimbus functionality – e.g. when you…
✅ Call Data + Customer.Custom Fields and System Data.
⬜/✅ Custom Context Parametersonly if enabled in respective Extensions Service Settings > “Conversation Context”.
✅All Call Data + Custom Fields,
System Data and Custom Context Parameter …get transferred.
… User, during ongoing Consultation
❌ No Context gets transferred.2
✅All Call Data + Custom Fields,
System Data and Custom Context Parameter …get transferred.
… Service via Workflow “Transfer" activity.
❌ No Context gets transferred.1,2
✅All Call Data + Custom Fields,
System Data and Custom Context Parameter …get transferred.
CONTEXT TRANSFER LIMITATIONS
The following Context Transfer limitations are known. We are actively working to improve this in a future update.
1 Context Handover via ”Transfer" Workflow Activity": A Custom Context Handover from within a Service workflow to any target will not work.
2 Context Handover via UI buttons to Users during consultation calls is currently not supported, partially due to MS Teams conference limitations. → If you require Context to be transferred, use Blind Transfer or Safe Transfer scenarios respectively.
When the target User is already is in RONA state. ⮑ A message will be shown after a transfer attempt is made: “Transfer cannot be started to a User, who is in a Nimbus Task”. ⮑ There will be no extra User Session for Nimbus Reporting created.2
When the target User ignores / doesn't answer the transfer (e.g. Timeout), Nimbus will not flag users with RONA state1. ⮑ User Session in Nimbus Reporting marked “Cancelled”2
When the target User actively declines a transfer will also not flag users with RONA state. ⮑ User Session in Nimbus Reporting marked as “Declined”.2
1🤔 Why is RONA not applied in this case? When a User is a direct transfer target, they were not selected by the Nimbus Task Queue and Distribution system. In order to keep that user available to other Nimbus Services – e.g. after previous transfer / timeout – no persistent RONA state is applied. 2 Depending on the Attendant Consoletransfer scenario (safe/blind), the call will return to the initial User or be lost. This is not related to RONA behavior.
Transfers and Nimbus Reporting Outcomes
INC Transfers and Nimbus Reporting Outcomes
🔎Rule: Last Outcome
Rule for Nimbus Reporting > Outcomes & Sessions List Task Results: The overall Service Session outcome in a “Transferred-by-user Scenario” is set according to the outcome of the last User Session.
Transfer Scenario
User A - Session 1 Outcome
User B - Session 2 Outcome
Expected Service Session Reporting Outcome1
User A blind3 / safe transfers to Internal Destination B, which accepts
Transferred Internally
Accepted
User Internal Transfer Successful
User A blind3 transfers to Internal Destination B, which does not respond (ignore)
Internal Transfer Failed
Cancelled
User Internal Transfer Failed
User A safe4 transfers to Internal Destination B, which rejects, Customer terminates afterwards.
Accepted
Declined
User Accepted
User A transfers to Destination B Voicemail 2,5 directly
Transferred Internally
None, as no User Session is created for user B.2
User Internal Transfer Successful
User A starts a Consultation Call to a Nimbus Service
Transferred Internally
Accepted
User Internal Transfer Successful
User A starts a Consultation Call to a PSTN (non Nimbus) number
Transferred Externally
None, as no User is tracked as long as they are not part of Nimbus.
2Voicemail and Reporting: Any direct "Transfer to Voicemail" Actions via Attendant Console are not creating a new User Session or any related User State checks for the Nimbus Reporting Model.
3 Blind Transfer behavior: When the destination doesn't accept – and has Voicemail or any other forwarding activity enabled – the transfer will not reach Voicemail nor the forwarding target. This is expected Contact center behavior and avoids the loss of calls.
4 Safe Transfer / Voicemail behavior: When the destination doesn't accept - and has Voicemail enabled - the transfer will NOT reach the Voicemail. This is expected Contact Center behavior to avoid a potential call loss.
5Disabled Voicemail: Nimbus cannot check ahead if voicemail is enabled for a user, but the “Transfer to Voicemail” UI element is always shown. Also refer to the “Transfer to disabled Voicemail” limitations.
Transfer to MS Teams Auto Attendant / Call Queues
INC Transfer to Teams Auto Attendant and Call Queues Limitation
☝Out of box, transfers towards the UPNs of Teams-native Auto Attendants (AA) or Call Queues (CQ) Resource Accounts will fail. Preconditions and Workarounds apply.
Nimbus transfer to…
... using …
Result
Auto Attendant
Attendant Console
Only works using Blind Transfer or with workaround → 🛠 see below
Teams Client
Works for all options, but as a workaround with limitations → 🔀 see below.
Workflow
Works as detailed by the table below.
Call Queue
Attendant Console
Only works using Blind Transfer or with workaround → 🛠 see below
Teams Client
Works for all options, but as a workaround with limitations → 🔀 see below.
Workflow
Works as detailed by the table below.
Transfer scenarios
Connectivity plan dependencies
Based on the PSTN connectivity option used, transfers towards the Resource Accounts' assigned phone numbers will work as summarized in the table below.
🛠 Only works with reverse number lookup workaround, described below. 🔀Requires a UI flow workaround, described below. ✅Works with selected plan. ❌Does not work with selected plan.
🛠 Workaround: Reverse Number Lookup (RNL)
For any of the above mentioned transfer types to work together with the chosen connectivity plan, Reverse Number Lookup (RNL) has to be disabled in the Resource Account's phone number assignment. RNL can be disabled by executing the following PowerShell command:
Set-CsPhoneNumberAssignment -PhoneNumber <phone number assigned to the CQ/AA resource account> -ReverseNumberLookup SkipInternalVoip
💡Effects:
⮑ After disabling RNL for a Phone Number Assignment, Teams will automatically forward the call to the Direct Routing SBC, which then needs to redirect it toward the Resource Account of the Call Queue or Auto Attendant.
🔀Workaround: Consultation Call then transfer
🔎Analysis: Transfer scenarios for existing call conferences is limited – specifically for voice applications such as Call Queues, Auto Attendants and Nimbus. These limitations are imposed by Microsoft Teams and cannot be circumvented by Nimbus.
🔀Workaround: A consultation transfer can be completed using the teams call window instead of Nimbus, an example of the call flow is provided below.
In the MS Teams call window, click on the Transfer button.
Select "Consult then transfer".
Under Choose a person or resource account (AA or CQ) to consult, start typing the name of the person you want to transfer the call to.
Select the person from the list.
Choose to Chat or Call them to consult.
After confirming they’re ready to take the call, click Transfer to complete the process. ⮑ 💡Note: The original caller will be placed on hold during the consultation.
☝Limitations Note: This workaround involves circumvention of the Nimbus UI in favor of MS Teams functionality, which is generally not recommended when you want to have detailed Nimbus Reporting with accurate session outcomes
💡Effects: ⮑ When the transfer is completed via MS Teams “consult then transfer” functionality instead of the Nimbus UI transfer options, the Nimbus session report will not show anything about the transfer. Instead, the Nimbus session result will be shown as User Accepted in the Nimbus Reporting Model. ⮑ As the call will be handled outside of Nimbus at this point, further User Sessions will not be reflected in the Sessions List.
Connectivity plan dependencies and possible workaround requirements
Transfers to Voicemail
INC Voicemail Limitations
☝No Voicemail feature lookahead possible: Currently, there is no way to check ahead if a transfer target (MS Teams User) has Voicemail features enabled. This is a design limitation by Microsoft which Nimbus currently cannot circumvent.
Voicemail Redirect Setting in MS Teams
☝Voicemail feature IT policies: 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. due to MS Teams Client / License restrictions). → We highly recommend using “Transfer to voicemail” related Nimbus features only in case Voicemail is generally enabled for the Microsoft Teams user.
☝Unsupported Scenario - PSTN call forward to Voicemail within own Tenant: When inviting an internal user via PSTN (e.g. in a Attendant - Consultation Call scenario) with Voicemail forwarding enabled: ⮑ The call will be redirected, but the receiving user will not hear anything. ⮑ In Nimbus the call will fail.
🔎Analysis: This scenario is unsupported because MS Teams will auto-resolve the PSTN Number and generate a federated call. The Nimbus bot will run into a timeout and the receiving user will only get an empty Voicemail.
Consultation Call
INC Consultation Call Limitations
KNOWN CONSULTATION LIMITATIONS
☝Consultation Call to Service:
Because of how MS Teams handles certain call scenarios in a conference scenario, support for Workflow Activities is currently limited. We are actively working on improvements to the currently unsupported workflow activities.
✅ Supported Workflow Activities
🔜 Unsupported Workflow Activities
Announcement (works without parameters, known issue)
Disconnect
Input Customer (Advanced) → Will work only when “Voice Recognition” is enabled
Mark as Handled
Play Music
Transfer
To Service
Check Activities
Check Parameter
Wait for Parameter
Get Queue Position
Get available users
Queue Activities
Queue
Queue task
Check task
Cancel task
Save to Parameter
Web Request
Transfer
To User
To External
❌ Out of scope (by design)
Voice Message
Collect Information (DTMF)1
Input Customer (DTMF)1
Standby Duty
1 Rationale for DTMF: As soon as the call is escalated to a group call, MS Teams is not forwarding DTMF tone events anymore. This is a technical limitation that cannot be circumvented by Nimbus.
Nimbus Power BI Template - Currently the InitialCaller KPIs on Unified Sessions are not yet reflected in the BI template. This will be improved in a future update.
Currently swapping and talking to the customer while waiting in Queue / IVR is not possible. → We generally recommend using the “Origin Routing”Workflow Activity to circumvent parts of workflows only meant for outside customer, e.g. pointing directly into the queue, using Task Priority and skipping inputs.
Supervision is not possible during consultation to service.
You cannot consult to the PSTN of a service → Instead use the UPN (Name) of the service.
☝Consultation Call to User:
When consulting with any users in your O365 directory (both Nimbus and not), the reporting is not as detailed as when using a Consultation Call to Service.
Supervision is not possible during consultation to user.
Call On Behalf
Enterprise RoutingContact Center ✅ Precondition: This option is only available for Enterprise Routing and Contact Center licensed services. A service administrator must enable "Outbound Conversations" in the Modalities Service Settings.
Allows you to make outgoing calls on behalf of a service:
Open Assistant and click on the "Call on Behalf" icon.
Enter a target name (from your Address Books or telephone number.
Select the "Outbound Service" you want to call on behalf of.
☝ Please note: This feature makes use of base Nimbus UI Call On Behalf routines. The same Outbound Service limitations on PSTN licensing, reporting, and search apply.
Click to Call
Click to Call
Click to Call allows you to make calls (via Assistant UI) by clicking on specifically prepared HTML links.
PRECONDITIONS
Enterprise RoutingContact Center Licensing - "Click to Call" links make use of Outbound Service Call / Call On Behalf as a Enterprise Routing or Contact Center licensed feature. Additionally, the "Outbound Calls" option must be enabled in the Distribution Service Settings for the service to be selectable within Assistant.
User Licensing - Assistant users must be members of this service to have it as a selection option before making the call.
Assistant Installation- This feature requires the Assistant App to be installed on each user PC. This will register nimbus-call protocol within the user's PC so Assistant can recognize the call as a Nimbus session.
PSTN Licensing - If you are calling to PSTN numbers via Click to Call, your outbound service also needs a PSTN number applied via the General Service Settings. Contact your administrator if you require a number and related PSTN license. Note that these licenses cost are handled by Microsoft and are outside of Luware Nimbus scope.
Supported link variants
Please note that Assistant supports the following protocols:
To prefill the target field:
tel:<target>
callto:<target>
nimbus-call:<target>
To start a call directly:
tel:<target>:<serviceId | service UPN>
callto:<target>:<serviceId | service UPN>
nimbus-call:<target>:<serviceId | service UPN>
💡 All supported protocols are explained below in various examples. To register tel and callto protocols permanently on the Assistant app, refer to the “Troubleshooting and Tips” chapter below.
The following link variants are supported:
Variant A: Nimbus call protocol - Outgoing call without service preselected
In this variant the user can click a link, then needs to select a service to call on behalf of in the Assistant UI:
<p>This is the standard Nimbus service call protocol and should open Nimbus Assistant dialpad.</p></br>
<a href="nimbus-call:+41791234567">
Nimbus Call to +41791234567 without Service preselected
</a>
<br/><br/>
<a href="nimbus-call:mwinter@lunifico.com" >
Nimbus Call to UPN mwinter@lunifico.com without Service preselected
</a>
<br/><br/>
Variant B: Nimbus call protocol - Outgoing call with service preselected for impersonation
In this variant the user can click a link and the service to call on behalf of is already preselected in the Assistant UI:
<p>This is the standard Nimbus service call protocol and should open Nimbus Assistant dialpad
with a service preselected.</br>
This example uses Nimbus Service: "contact.center.uk@lunifico.com".
Adapt to your service UPN as needed.</p>
<a href="nimbus-call:+41791234567:contact.center.uk@lunifico.com">
Nimbus Call to +41791234567 with Service
</a>
<br/><br/>
<a href="nimbus-call:a6c49c4b-ac44-4b52-ba4b-ea8c95e9c28c:contact.center.uk@lunifico.com" >
Nimbus Call to a microsoftTeamsUserId with Service
</a>
<br/>
Variant C: MS Teams default callto / tel protocols - handled outside of Nimbus
Of course you can still use the default MS Teams functionality and baseline call protocol. These calls are not reflected in the Nimbus UI and not subject to Reporting.
<p>This is the standard MS Teams direct call protocol and should initiate a Teams call.</p>
<a href=callto:+41791234567 >
Teams Call to +41791234567
</a>
<br/><br/>
<p>This is the old MS Teams direct call protocol and should initiate a Teams call if configured locally.</p>
<a href=tel:+41791234567 >
Teams Call to +41791234567
</a>
🔍 Read the section below to register Assistant as the default for these protocols.
Troubleshooting and Tips
🤔 Click to Call not working?
Installing the latest Assistant App should create new entries for the nimbus-call protocol within the windows registry.
Click here for troubleshooting steps...
1. First, ensure that all preconditions are met, in particular your installed version of Assistant.
2. Open the registry editor (Start > Run > Regedit) to ensure that the key has been registered:
Computer\HKEY_CLASSES_Root\nimbus-call
3. Once installed, prepare a mini-HTML site to test your links, using the variant scenarios described above.
4. Clicking on a prepared link should detect the Nimbus protocol and associated it with Assistant:
5. The call window should now open with the correct name/number and "Outbound Service" shown
6. Note that the "Outbound Service" will only be selectable for users (members) assigned to that service and if the service is enabled for the Outbound call direction (🔍 see Service Administration> Service Settings). 💡 If the link points to an invalid or user-foreign service the pulldown will show the first available service entry instead.
7. Other things to check when clicks on a link are not working:
☝ Note that the path to 'Assistant.Client.exe' has to be adjusted if NA is not installed in the default directory.
3. Rename your text file to a ".reg" file extension and import it to your registry. Afterwards, restart your machine.
4. After a restart, NA will show up in the "Default Apps" system settings of Windows, where it can be assigned as the default application for 'tel:' and 'callto:' protocols:
5. Afterwards, links containing the prefixes will be opened directly in Assistant.
Contact Center✅ Precondition: This option is only available for Contact Center licensed services. A service administrator must enable "External Task" in the Modalities Service Settings and assign an External Task license to the user in General User Settings.
External Task shown in Assistant Pop-Up
External Tasks are a variety of regular tasks, scheduled via Microsoft Power Automate Connector, but not tied to a call or customer interaction. Instead, External Tasks can be used to coordinate and inform about pending activities, such as:
Booking a hotel room or flights
Reminding about daily routines
Ticket "housekeeping" procedures, e.g. at the end of a day or work week
💡 External Tasks get distributed via an incoming service in the same queue as regular tasks. Using Assistant, you can accept and decline decline them same any other task.
Contact Center✅ Precondition: This option is only available for Contact Center licensed services. A service administrator must enable "Email" in the Modalities Service Settings and assign an Email modality license to the user in General User Settings.
UI View of an incoming Email
Email tasks are visible in the Assistant UI. Once an Email task is accepted it will open the My Sessions UI, with an Editor that allows to handle the Email and related attachments.
💡 Emails get distributed via an incoming service in the same queue as regular tasks. Using Assistant, you can accept and decline decline them same any other task.
Instant Messaging
Contact Center✅ Precondition: This option is only available for Contact Center licensed services. A service administrator must enable "Instant Messaging" in the Modalities Service Settings and assign an Instant messaging modality license to the user in General User Settings.
Incoming “Instant Message” task with Accept / Decline controls shown
Once accepted, links to open the chat in MS Teams will be provided
Instant Messaging tasks will be shown as incoming task in Assistant. Once accepted the actual Instant Message Handling interaction between customer and user will commence in MS Teams. The session lasts ended by the user via “Terminate” button or when the chat remains idle for a certain timeout period.
💡 When Instant Messaging tasks get distributed via an incoming service, they get distributed via the regular service queue among other tasks. While using Assistant, you can accept and decline decline them same any other task.
💡Alternatively, admins can configure Interactchat request to route directly to a user, circumventing the service queue. Customers then engage Nimbus users directly via website widget, as configured via Interact User Settings.
Parallel Task Handling
When Task Parallelization is enabled for your User account (done by Administrators), you have the ability to Park a task in order to receive a second one.
💡Please Note:
With the Task Parallelization feature enabled on your User, you will have After-Call Work (ACW) disabled, as it would get in conflict with tracking timing on parallel tasks.
Once you reach the maximum of allowed parallel tasks, you will automatically be marked as “Not available”
Any (including parallel) Task handling will be done in My Sessions, as the Assistant UI is not designed to show all the related information and UI elements to handle multiple tasks within their respective modality (e.g. Email, Chat).
Assistant showing a parked task. As long as the task remains parked, you are available to take a 2nd task in parallel.
Assistant showing two parked task. With the maximum reached, you are marked as “not available” to take further tasks.
Known Limitations
KNOWN ASSISTANT LIMITATIONS
User Status Display: Assistant does show Teams Presence only when no Contact Center license is assigned to the agent. Otherwise, the "Availability" from Nimbus services is shown. If you need the Teams Presence information, we recommend having Nimbus open in the My Sessions view (either in MS Teams or Browser tab) whenever you handle a call.
Licensing Constraint: Assistant does work without a Contact Center license. However, if no license is assigned to the user, the following real-time functionality will not work:
After-Call Work (ACW) - as no call details are returned, the call end is not detected after ACW.
✅ Preconditions: The Agent needs an Assistant license and the necessary call templates assigned. This is done via Administration > Assistant User Settings.
💡 The Assistant UI will not show any additional information. It will just trigger the assigned template for direct calls. Other service functionality such as Conversation Context or User States (profile) will not work without a Service assignment.
🤔What are the feature differences between the portal (website) and client (standalone) Assistant?
We strive to offer a similar experience between Nimbus User Portal and Client-side app. The App however will always offer more flexibility as any browser would (by design), as web-based Apps usually have more security-related limitations and technical restrictions in place.
🤔Is there a way to open the Nimbus portal automatically on specific scenarios?
🤔 I am expecting context for a call. Why is nothing shown?
After its initial configuration, Assistant should be functional out-of-box, distributing Conversation Context according to configuration made by your tenant administrator. If nothing is happening, get in touch with your admin to check your Assistant User Settings and see if templates from the Assistant Configuration are assigned to your user.
