Luware Knowledge

Nimbus Portal Nimbus Admin Nimbus Release Notes Luware Cloud Status
Home Nimbus Usage of Nimbus Attendant Console

Attendant Console

Permission Requirements for Search and Filter

Attendant Console 2.0 - Permissions

Attendant Console relies on User Permission consent to access company-internal user directories for search and filter.

✅ To use extended search, permissions on the Contact search must be granted both by you and your Tenant administrator, each using their User Permission dialog.

☝ Without any consent, the search will only cover Nimbus internal Address Books which are kept in the Administration backend.

  Out of the Box User Permissions granted Admin Permissions granted
Free Text Search Address Books only

Address Books

O365 

Outlook

Nimbus Services

Address Books

O365 

Outlook

Nimbus Services
Filters Address Books fields only

Address Books

Outlook

Nimbus Services

Address Books

O365 

Outlook

Nimbus Services
Contact Groups - Available Available
Organization Tab - Shows only yourself and manager Organization tab in the side panel, including manager and peers.
Primary Contact Information  - Primary telephone number   
Primary email address 		Contact cards now show all available fields.
Secondary Contact Information - - Contact cards now show all available fields.
Example in the UI - - Contact cards now show all available fields.

🤔 How can I check if access is granted?

You can directly check in the search field which search directories are currently available.

Available directories (based on currently granted permissions)

💡Attendant Console will automatically check and ask for missing or revoked permissions. If you think your search results are not comprehensive, you can always check the status icon, visit your User Preferences (Portal) > Permissions tab and consult your local Nimbus Administrator if problems arise.

 
 

🤔 Which search directories are covered?

  • The O365 / AD User Directory of your company.
  • Microsoft Outlook / Exchange Server contacts (e.g. "People" in Outlook).
  • Nimbus Address Books - managed by your service administrator via their Organization Units placement.
  • Nimbus Services only show team members when the Team Visibility in the Tenant Administration is set accordingly. Otherwise you may not see any team details or only those of your own services.

☝ Depending on which sources are delivering results for your search terms, duplicate entries of the same contact may appear.

 
 
 
 
 
 

Prerequirements

✅ Attendant Console needs to be enabled in your Nimbus Extensions Tenant Settings > Attendant Console before being available for selection. 

 

Small Glossary

To better convey the Nimbus interaction scenarios within Attendant Console, we need to establish the following terms:

Term Meaning
Contact A searchable entry in the Attendant Console UI. Most-likely a company colleague, peer and/or Nimbus User.
Consultation

The process of the Nimbus / Attendant User consulting a Contact during an ongoing Customer interaction. 

The User usually swaps between both participants or escalates into a  Conference.
Conference The process of combining the call between User, Contact, and Customer into a call with all participants being able to talk to each other.
Customer A person reaching out for a Nimbus Service, thus creating a Task in Nimbus. May be understood synonymous with “Caller" or “Client”.
Task

Tasks are handled via the Attendant queue. Shown as clickable “Task Cards”.

Tasks can be of different modality (e.g. Email , Instant Messaging, Audio/Video, or an External Task with no necessary Customer interaction).
User The Attendant Console User, e.g. a Receptionist or Agent. Can refer to any “Nimbus” user as well.
 

Getting started: Video Tutorial

We have created a series of short intro videos to highlight and explain the different areas of Attendant Console.

 
 

Overview

The new Attendant Console design consists of the following elements: 

Header

The header steers and displays your Service participation.

 

✅ Precondition: You need to be member of at least one Nimbus Service. 

The header will show:

  • Your currently signed-in Nimbus User State, allowing you to quickly check if you are "available" for task selection or not.
  • For MS-Teams-based teams: “Active” participation toggles (shown in green/grey) depending on toggle status.
  • For Contact Center teams (shown in blue) you will not see this toggle. Instead you control your Duty State via Responsibility Profiles (e.g. by using Assistant App or the Nimbus UI).
  • Access to your Attendant Settings where you can configure your personal AC2 experience.
  • Call On Behalf call controls so that you can directly make outgoing calls on behalf of a Service.
     

🔎Good to know:

  • Note that preconditions for “Call On Behalf” apply. Not every Service may have the feature enabled.
  • Your Services toggles in the header directly affect tasks shown in your → Queue.
Queue

The queue lists incoming tasks as single task cards, combined for all your Services.

 

✅ Precondition:  In the header, you can directly impact your queue via the "On/Off" active toggle for the respective Service. You can only take tasks:

  • When your status is shown as “Active” for at least one Service and …
  • … your User State in the header shows “Available”, meaning that you are not blocked by other tasks or status flags such as ACW or RONA.

🔎Good to know:

  • Tasks are only shown for Services you're currently set “Active” for (by using your header). Longest waiting tasks will be sorted on top so that you can address them in order of urgency.
  • You can also collapse the Queue to take less space, only showing small indicators and waiting time.
    💡More details are shown in a tooltip.
  • The Service toggle functionality has the same effect as toggling the status in other Nimbus areas, such as My Overview or Services Overview. Your team owners can also set this toggle for you, with immediate effect.
  • When being part of multiple Services, the queue items are accumulated or removed in real-time, always sorted by longest waiting Customers or - if defined - higher Task Priority.
Active Session 

The core area for your Customer interaction. Whenever you accept a task from the queue, it will appear here as a task card within your active sessions widget. 

Active Session widget showing a task card with call controls

On active task cards you have the following call controls:

Hold/Retrieve

Puts the Customer “On Hold”. Click again to retrieve the Customer.

⮑ An additional “On Hold” timer is being shown.
💡 You can only engage with Contacts (e.g. start a consultation call) when the call is active (not on hold).
Transfer

✅ During a Consultation Call:

Transfers the Customer to your current target.

⮑ The calling card will be removed.

⮑ You're free to take the next task.
Swap

✅ During a Consultation Call:

Switches between your “Contact” and the “On Hold” Customer.
⮑ The participant you are not talking to will be put “On Hold”  and the timer is reset.
Conference

Merges the call into a conference between all participants.
⮑ Customer, Contact, and you are now in the same conference call.

☝ Note that merging the call into a conference call is not reversible. You may leave at any time to free yourself up for other calls. The Conference will continue in the background as long as participants are present.
Hangup and Retrieve

✅ During a Consultation Call:

⮑ Hangs up the call with your current call participant.

⮑ Immediately resumes the On Hold call.

☝ Note how this button changes color (red) when you are about to hang up on a Customer, while a consulted Contact is deemed safe (purple) to hang up on.
Terminate

✅ During a Consultation Call:

You can individually terminate the call for the consulted Contact.

 

Contacts Search / Groups

 

🔍 More details in the Contact Search chapters below

The Contact search is your primary area to work with while handling calls. It allows the following actions:

  • Search Contacts within your entire User directory or specific favorite groups, defined in your personal Attendant Settings.
  • Filter Contacts by certain fields.
  • Perform quick actions like Safe / Blind transfer, Consultation and regular calls.
  • Add notes to the Contact.

💡Note that you can create max. 10 Contact groups and add up to 50 Contacts per Contact group.

🤔Why are certain actions greyed out? This list is updated based on:

  • The call situation you are currently handling.
  • The modalities supported by your target and/or yourself (e.g. Phone licensing).

Contact Side Panel

 

🔍 More details in the Side Panel chapter below

 Lists additional information, User fields, and context sensitive actions for your currently selected card (either task, Service, or a Contact).

Contact Search

The Contact search lists, groups and filters Users during ongoing conversations. By default, the Contact search and list is empty and shows entries as you start typing.

Precondition: Granting Search Permissions

Attendant Console 2.0 - Permissions

Attendant Console relies on User Permission consent to access company-internal user directories for search and filter.

✅ To use extended search, permissions on the Contact search must be granted both by you and your Tenant administrator, each using their User Permission dialog.

☝ Without any consent, the search will only cover Nimbus internal Address Books which are kept in the Administration backend.

  Out of the Box User Permissions granted Admin Permissions granted
Free Text Search Address Books only

Address Books

O365 

Outlook

Nimbus Services

Address Books

O365 

Outlook

Nimbus Services
Filters Address Books fields only

Address Books

Outlook

Nimbus Services

Address Books

O365 

Outlook

Nimbus Services
Contact Groups - Available Available
Organization Tab - Shows only yourself and manager Organization tab in the side panel, including manager and peers.
Primary Contact Information  - Primary telephone number   
Primary email address 		Contact cards now show all available fields.
Secondary Contact Information - - Contact cards now show all available fields.
Example in the UI - - Contact cards now show all available fields.

🤔 How can I check if access is granted?

You can directly check in the search field which search directories are currently available.

Available directories (based on currently granted permissions)

💡Attendant Console will automatically check and ask for missing or revoked permissions. If you think your search results are not comprehensive, you can always check the status icon, visit your User Preferences (Portal) > Permissions tab and consult your local Nimbus Administrator if problems arise.

 
 

🤔 Which search directories are covered?

  • The O365 / AD User Directory of your company.
  • Microsoft Outlook / Exchange Server contacts (e.g. "People" in Outlook).
  • Nimbus Address Books - managed by your service administrator via their Organization Units placement.
  • Nimbus Services only show team members when the Team Visibility in the Tenant Administration is set accordingly. Otherwise you may not see any team details or only those of your own services.

☝ Depending on which sources are delivering results for your search terms, duplicate entries of the same contact may appear.

 
 
 

🤔 Which fields are covered by the search?

💡Note: At any time, Nimbus & Attendant Console can only read Contact details from directories, not edit them. If you discover missing fields or false details in the search, Contact your local IT administrator.

INC Supported User Search Fields

Supported fields / filters for Attendant Console 2.0 (AC2)

Attendant Console 2.0 (AC2) supported search fields and filters tables:

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 - 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
✅
✅
✅
✅
✅
 
 
 
 
 

Search Concepts

Use the following tabs to learn more about the different aspects of the search in AC.

“All” Search

Search All

Via Search field within the “Contacts” you can search Contacts at any time - during or outside an ongoing Nimbus tasks. Search results are narrowed down as you type. 

By using Filtering or Grouping, you can already start with narrowed-down Contact lists, e.g. your most used transfer destinations, Nimbus Services, or people from specific departments.

Search example: Searching for Users with a certain “Job Title”. However, the search is limited to exact spelling

Using the "All" Search you can search for:

  • Contacts: The default option. 
  • Notes: If notes were defined for a Contact, you can search for note contents.
  • PSTN numbers / SIP addresses: You can also enter unknown PSTN numbers or enter a valid SIP address.
    ☝Call actions may be limited in this case, as the target cannot be resolved by Nimbus (e.g. unknown phone license or modality support).
  • Nimbus Services: You can search Services as single entries. Works for both MS Teams-based and skill-based Services.
 

Filtering

INC Filtering

When your current Nimbus view offers filters:

  • Click the filter icon for a filter selection menu.
  • Click on a filter name to directly add it and start.
  • Click the toggles to show or hide a filter.

When filters are already active:

Unless “All” is shown as filter content, your results are filtered.

  • Click ✖ inside a filter to clear its contents.
  • The filter itself will remain available for use.
  • To hide a filter again, use the filter menu. 
    ⮑ Doing so will also clear the filter from your search results.

☝ Important Design Limitation: Filtering 

Your entire company User directory (via “All” tab) underlies Microsoft Graph search limitations.

🤔 How does this affect my search experience?

  • You have to enter at least 3 characters to trigger a search.

For example: You need to type at least “Mar” to find a name like "Maria".

  • A “Contains” search will not work, 

For example: typing “aria” to find “Maria” will not return any results.

  • Adding filters can be mutually exclusive. Adding additional filters will be prevented. 

For example: A “Company” filter available only in Microsoft Outlook would exclude all other directories (O365, Address books, Nimbus Services). 
⮑ A tooltip is shown whenever a filter combination is not possible.

  • Previously applied filters (from Groups) will be set inactive in “All” search.

⮑ While searching within the “All” tab, Attendant will show mutually exclusive filters temporarily as inactive. 
⮑ To maximize possible search results the “larger” filter sets are used (e.g. supported by more sources ).

 
 

→ To avoid these limitations we recommend to create Contact Groups and use “Group” Search whenever possible.

 
 
 

"Group" Search

Search Contacts / Groups

Contact Groups allow you to have any selection of Contacts ready, without a prior search necessary. By default a “Favorites” Contact Group allows you to mark individual Contacts via the ★ Star icon. 
💡Advantage of using Groups: Contact Groups  - including the default “Favorites”  group that comes with your Attendant Console -  do not share the “All” Search limitations. Nimbus allows you to directly start searching as you type the first letter, using the full set of available filters and fields.

Within a Group the “CONTAINS” search is possible, yielding more results

Using the Contacts Group search field, you can search for:

  • Contacts: The default option. 
  • Notes: If notes were defined for a Contact, you can search for note contents. 
  • PSTN Numbers / SIP addresses: You can also enter unknown PSTN numbers or enter a valid SIP address. 
    ☝Call actions may be limited in this case, as the target cannot be resolved by Nimbus (e.g. unknown phone license or modality support).
  • Nimbus Services: You can search Services as single entries. Works for both MS Teams-based and skill-based Services.
 

Managing your Contact Groups

You can manage your Contact Groups within your Attendant Settings. 

Attendant Console 2.0 - Contact Groups

Contact Group Limitation

💡Note that you can create max. 10 contact groups and add up to 50 contacts per contact group.

 
  1. Head to Attendant Settings.
  2. Within the “Contact Groups” section, click on “Create”  to start a new group, or “Edit” an existing one (including your Favorites).
  3. Define / Change your Group Name as it will appear in your Attendant later.
  4. Click “Add” to define contacts. 
  5. Start typing to search for users.💡The search triggers as you enter 3 letters or more. Click on user names to add them to your Contacts.
  6. Rearrange the order of users via the handles as you want them to appear within your group. 
  7. Once satisfied with your Contact Group, click “Save & Apply”.
    ⮑You will be brought back to the “Contact Groups” overview with your new group added to the bottom of the list.
  8. Order your new Group as you would like it to appear.
  9. Optionally turn (any existing) groups invisible to keep for later.
  10. When satisfied with your groups, close your settings. 
    ⮑ Your new Contact Group will now appear in your defined order.

Filtering

INC Filtering

When your current Nimbus view offers filters:

  • Click the filter icon for a filter selection menu.
  • Click on a filter name to directly add it and start.
  • Click the toggles to show or hide a filter.

When filters are already active:

Unless “All” is shown as filter content, your results are filtered.

  • Click ✖ inside a filter to clear its contents.
  • The filter itself will remain available for use.
  • To hide a filter again, use the filter menu. 
    ⮑ Doing so will also clear the filter from your search results.
 
 

Results / Contact List

Search Results

Search results are listed directly below your search field. You can switch between grid or card view, each listing the following details:

Column

Description
Name

Shows the Display Name and Status of either Contacts or Services with the following detail elements:

Detail element For Users For Services
Presence Status
Clear Name Shows the Contact Display Name as defined per O365 / Entra Directory. Shows the Service Display Name as defined per General Service Settings.

Status (Colored Icon)

→ See 🔎 Notes below

Shows the User Teams presence:

Green = Available

Yellow = Be right back, Away

Red = Busy, DND

Grey = Offline.
For Nimbus Service teams, the presence state color reflects overall team availability.

Green = Available. Users are online, able to receive tasks.

Yellow = No One Available. The Service is reachable, but no User online to take the call.

Red = In Time Available. Users are online, but already occupied in tasks or set away.

Grey = Offline. All Users in this Service are offline.

🔎About Availability States

Your Teams Presence and “Active” toggle for a Service both determine if you are “Available”  to Nimbus and “Selectable” for handling tasks.

🤔 What are availability states?

In addition to your MS Teams presence, Nimbus also tracks User States internally, marking you as “Available” for task distribution. 

Availability can be impacted by a variety of factors in Nimbus, such as: 

  • You being enabled (toggled “Active”) for the Services with currently queued tasks.
  • Service Settings allowing you to be “Available when Busy / Away”.
  • You being blocked by a status flag such as RONA or ACW.

🔎Learn more about this on the User States page.

 
 

🤔 No status/availability shown at all?

When the presence state cannot be resolved - or does not apply for that type of source - no icon will be shown. 

  • For external Contacts, this may be blocked by IT policies or firewalls. 
  • For internal Contacts, this can be caused by Users (or your Tenant Administrator) not having granted Nimbus User Permissions. 

🔎For IT Admins: Also ensure that the Communication by Nimbus is not blocked by your Proxy / Firewall infrastructure, as explained in the Installation Prerequisites.

 
 
 

 
Contact Details

Both for Users and Nimbus Services shows in prioritized order, if available in User directory:

  •  Job title
  • UPN
  • Phone Number
  • … otherwise left empty.
Note

Within the Contacts area you are also able to add notes on individual Contacts.

Notes are defined on a User, optionally with an indicating icon. Note that all Attendant Console Users can see these notes!

Functionality:

  • You can choose 3 different icons for Notes: Standard, Info and  Warning.
    💡This icon choice is cosmetic only.
  • The note's title field will be shown in the Note column first. 
  • Clicking on a note entry will show the full entry.
  • When title is not defined, the contents are shown instead. 
  • Clicking on any existing note allows you inspect detail contents and edit/delete the note.   

☝IMPORTANT: Data within Notes is shared

Be advised that Notes are meant as a quick storage of non-sensitive information.

Learn more…

  • Notes are publicly shared with other Attendant Console Users on your tenant. Keep in mind that potentially private information could be exposed in this way.
  • Each Attendant Console User may read and edit notes as long as they have search access to the same Contact entries. 
  • Deleted or changed notes cannot be restored. A confirmation is shown  for note deletion. 
    • Removing a note will also immediately delete it for all other other Attendant Console Users. 
    • Removing a User from your O365 directory or Address Book will also remove their notes.
 
 

💡 We strongly recommend you to store any confidential of business-relevant User information in separate systems and databases with authentication.

 

 
Call Actions

Each card in your Contacts has a series of call actions that become available depending on the current call situation and chosen target. 

 

Call Actions (when available for the search Contact, otherwise greyed-out).

Available options are:

Things to keep in mind

  • All your search results are narrowed down by BOTH your Contact Groups AND currently applied Filters. Keep this in mind when switching between groups as you may not see entries you expect to be listed.
  • All Contact cards can be selected, opening a Side Panel with further context information and actions. More on this below.
 
 
 

Side Panel (Card Details)

The Side Panel provides useful context information and related actions. It's shown on the right-hand side as you click cards either in the Queue, Active Sessions, Contacts area.

For Contacts For Services For queued / active Task Cards
Contacts within your company (including Nimbus users) will show additional tabs with information and context actions, such as Calendar, Email and Chat functions and Organization details. Services will reveal service contact details and - if you're also a user of this service -  the availability status of other users. Cards shows basic “Session Details”. Fields may be “Empty” if nothing has been retrieved from external sources, such as an external CRM, Nimbus Address Books by using the Nimbus Power Automate Connector.

☝Note that information depends on your granted Attendant Console - Permissions, as well as permissions granted by your IT department. For example: If a Contact's calendar is not shared with you, you may not see any events on it. 

 

Side Panel Tabs

The side panel is divided into the following tabs1:

Tab Name Contact card Service card Queue/Active task card
Info
  • Context actions
  • Note (shared with other Users)
  • Contact Information
  • Contact Details
  • Context actions
  • Note (shared with other Users)
  • Service Details
  • Nimbus Session Details
  • (Any known) Customer context and details3
Calendar

Calendar view

  • Allows to switch between days
  • Expanded view with (Day, Week Month) details
 Not available Not available
Instant Messages

Shows a selection of available Instant Messaging  destinations, allowing to open an empty chat window with the Contact.

✅ During an active session:

  • Instant Message Templates are shown  with a language filter selection.
  • On template click Teams is opened with default content.
 Not available Not available
Email

Shows a selection of available Email destinations2, allowing to open an empty mail draft towards the Contact.

✅ During an active session:

  • Email Templates are shown with a language filter selection.
  • On template click the default Email client is opened with prefilled content.
 Not available Not available
Users Not available

Shows the available Users in that Service, sorted alphabetically

 

 Not available
Organization Shows direct reports, managers, peers, sorted alphabetically. Not available Not available
Conversation Context Not available Not available

Shows context as configured via Extensions Service Settings.

Once you select an active session (card) in Attendant, the globe icon appears right-hand side. Clicking it will show the conversation context.

Notes

1 Please note that full availability of tabs relies on Attendant Console - Permissions granted and is also dependent on the source directory where the information is retrieved from. For example: Outlook Contacts don't have a calendar and organization tab available.

Learn more about Attendant Console Permissions

Attendant Console 2.0 - Permissions

Attendant Console relies on User Permission consent to access company-internal user directories for search and filter.

✅ To use extended search, permissions on the Contact search must be granted both by you and your Tenant administrator, each using their User Permission dialog.

☝ Without any consent, the search will only cover Nimbus internal Address Books which are kept in the Administration backend.

  Out of the Box User Permissions granted Admin Permissions granted
Free Text Search Address Books only

Address Books

O365 

Outlook

Nimbus Services

Address Books

O365 

Outlook

Nimbus Services
Filters Address Books fields only

Address Books

Outlook

Nimbus Services

Address Books

O365 

Outlook

Nimbus Services
Contact Groups - Available Available
Organization Tab - Shows only yourself and manager Organization tab in the side panel, including manager and peers.
Primary Contact Information  - Primary telephone number   
Primary email address 		Contact cards now show all available fields.
Secondary Contact Information - - Contact cards now show all available fields.
Example in the UI - - Contact cards now show all available fields.

🤔 How can I check if access is granted?

You can directly check in the search field which search directories are currently available.

Available directories (based on currently granted permissions)

💡Attendant Console will automatically check and ask for missing or revoked permissions. If you think your search results are not comprehensive, you can always check the status icon, visit your User Preferences (Portal) > Permissions tab and consult your local Nimbus Administrator if problems arise.

 
 

🤔 Which search directories are covered?

  • The O365 / AD User Directory of your company.
  • Microsoft Outlook / Exchange Server contacts (e.g. "People" in Outlook).
  • Nimbus Address Books - managed by your service administrator via their Organization Units placement.
  • Nimbus Services only show team members when the Team Visibility in the Tenant Administration is set accordingly. Otherwise you may not see any team details or only those of your own services.

☝ Depending on which sources are delivering results for your search terms, duplicate entries of the same contact may appear.

 
 
 
 
 

2 Please note that clicking an Email destination link may not work out of box if the URL for the Mailto: Protocol was not registered with a default App (e.g. Outlook) on your PC.

Learn how to register the URL with your Outlook App

INC Register MS Outlook Email Protocol

To register a clickable URL:ms-outlook protocol with your MS-Outlook application, perform the following steps:

  1. Open your start menu, then search for “Default Apps” and open it.
  2. Into the “Set a default for a file or link type” field, enter MS-OUTLOOK
  3. Click on “Outlook”.
  4. Confirm with “Set default” 
Registering Outlook as default app for the URL:ms-outlook protocol

✅ Note: This example is for Windows 11 and assuming that Outlook was already installed by your administrator on step 3. 

💡The procedure of registering an App may look different depending on your OS version and UI language, but the process remains largely the same.

 

 
 

3 Nimbus provides a baseline of System Fields and Parameters during a call. Any further retrieval of Customer context (e.g. clear name, address, IVR choices) must be retrieved via Nimbus Power Automate Connector in conjunction with your Service Workflows.

 

Known Limitations

INC Attendant Console Limitations

💡The following limitations are specific to Attendant Console functionality:

 

Consultation to PSTN linked to O365 Account

☝Consultation to PSTN linked to an internal O365 Account can cause problems in sessions. 

→ Workaround: When starting an internal consultation call it is best to select the UPN from the contact's dropdown. 

🤔What causes this? Calls to the user's phone number assigned in teams can lead to various problems due to the MS Teams-internal redirection. This is due to an issue on Microsoft side which Attendant Console cannot circumvent. We continue to monitor the situation and will update this limitation as it is resolved.

🤔What are the effects?

  • It might take 10-15 seconds for the call to appear on a PSTN consultant's mobile phone.
  • The "On Hold" button will be disabled during a merged call conference.
  • In the Teams Reporting view the latest consultation callout result overrides the user/service session outcome. This means that a failed consultation attempt may adversely impact KPI although an Attendant took the call
  • In Nimbus Reporting Model the HoldCnt and HoldTime fields include only the time when a customer was "on hold" during consult sessions. Park attempts are not included.
 
 

Calls taken from Luware Interact: Limited call options

Audio/Video ☝Interact-specific limitation for Attendant Console: Calls from Interact taken via Attendant Console will not support …

 
 

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

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

INC PSTN License Check Enforcement Notice

☝Ahead Notice: Microsoft enforcing PSTN license checks for bot calls

Amendment 07.05.2025: Microsoft has moved the date from June to end of September.

From: https://devblogs.microsoft.com/microsoft365dev/enforcement-of-license-checks-for-pstn-bot-calls/ 

Topic: Microsoft announced changes to PSTN license checks for bots. From the Blog Post of Microsoft:

As part of Microsoft’s feature parity with Teams Phone extensibility, we’re announcing the enforcement of Phone System license checks for Bot-initiated transfers to Teams users. This current gap in our systems will be addressed in September 2025.

Microsoft Teams requires that Teams users behind applications such as queue applications require a phone system license and the user to be Enterprise Voice Enabled. We’re aligning the Microsoft Graph API with that requirement.  

What is the change?
Effective September 30, 2025:

  • Teams users will still have the option to transfer calls to other Teams users manually even if they don’t have a PSTN phone system license.
  • Bot-initiated transfers and add participant requests to non-phone system enabled users will be blocked.  

🤔How does this affect Nimbus? Nimbus uses bots to initiate and monitor (safe) transfers and create call conferences. If Microsoft decides to pull through with this change by September 30, 2025, all Nimbus transfers and consultation calls will be blocked and fail without any possible workaround or error handling.

✅Required Action for Tenant Administrators / Service Owners:  This change mandates the use of a PSTN License on all Users you either transfer to or start a consultation call with.

🤔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.

🔎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 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.

Scenarios A and B: PSTN Licensing and transfer outcomes in case of different Services being called

🌟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:

Luware Support Address

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

Transfers and Context Handover

INC Context Handover Limitations

The Transfer of Custom Context Parameters works within Attendant Console. Currently Supported Scenarios are:

Transfer …to User …to Service

By User on 

✅ Call Data + Customer.Custom Fields 
and 
System Data.

⬜/✅ Custom Context Parameters only if enabled in respective Service Settings.

✅All Call Data + Custom Fields, 

System Data and 
Custom Context Parameter 
…get transferred.
By Service… ❌ No Context gets transferred.1

✅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 Workflows > “Transfer” Workflow Activity: A Custom Context Transfer from within a Service workflow to any target will not work.
  • 2 No Transfer out of Conferences: All MS Teams Conference calls - e.g. those created during Consultation via Attendant - do not support transfers, which also prevents Context Parameters from being handed over.
    → If you require Context to be transferred, use Blind Transfer or Safe Transfer scenarios respectively.
 
 
 

Transfers and RONA State

INC Transfers and RONA State

✅ Note: Only applies if “Persistent RONA” is enabled via Distribution Service Settings.

  • 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 Console transfer 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 blind / 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

1 See Nimbus Reporting Model >  Static Dimensions > “User Session Outcomes”

2 Voicemail 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. 

5 Disabled 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

☝Transfers towards the UPNs of Teams-native Auto Attendants’ or Call Queues’ Resource Accounts will fail. Based on the PSTN connectivity option used, transfers towards the Resource Accounts' assigned phone numbers will work as summarized in the table below.

Transfer Type Direct Routing Calling Plan Operator Connect
Attendant - Safe Transfer  🛠 ❌ ❌
Attendant - Blind Transfer  ✅ ✅ ✅
Attendant - Consultation Call  🛠 ❌ ❌

Workflow Conversation Handling Activities  > Transfer > “Leave Nimbus”  disabled

 🛠 ❌ ❌

Workflow Conversation Handling Activities  > Transfer > “Leave Nimbus”  enabled

 ✅ ✅ ✅

🤔 Why are transfers failing? Is there a workaround?

🔎Analysis: This is caused by Microsoft Teams limitations on what voice applications (such as Call Queues, Auto Attendants, and Nimbus) are allowed to do. This cannot be circumvented by Nimbus.

🛠 Workaround: For these transfer types to work, Reverse Number Lookup (RNL) has to be disabled in the Resource Account's Phone Number Assignment. RNL can be disabled by executing the following Teams PowerShell command:

Set-CsPhoneNumberAssignment -PhoneNumber <phone number assigned to the CQ/AA resource account> -ReverseNumberLookup SkipInternalVoip

⮑ 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.

 
 
 
 

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. 

 

 
 
Call Handling

Handling calls in Nimbus leverages MS Teams call features in both Inbound Service...

Attendant Settings

Attendant can be customized to your needs by accessing the settings, located on t...

Table of Contents