The quickest call transfer scenario when using Nimbus is the blind (unattended) call transfer. The starting point of this scenario is a queue with at least one incoming call. 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.
🔎 Related concepts:
- The steps below refer to UI elements and concepts explained on the Attendant Console main page.
- All steps below also apply during a (scheduled) Outbound Call or when you perform a Call On Behalf of a service.
Steps
Call accept
✅ Precondition: An incoming call is shown in the queue.
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Accept the call.
⮑ The call appears in the Active Sessions area and you are connected to the caller.
- OPTIONAL: From here on, you can put the caller on hold using the respective controls.
⮑ Wait music will play while on hold. Alternatively you can of course keep talking to the caller while you carry on with the next step.
Contact search and blind transfer
- Within the contact search, search for a contact or service you want to transfer the call to (e.g. by typing in the name, address, etc.).
💡 You may want to use filters to narrow down large lists of results.
🔍 For more information on searchable fields and filters, see section Supported search fields and filters further below. - If you found the contact or service, click the button Blind Transfer.
- If the destination has multiple possible phone targets (e.g. mobile phone, business landline, etc.), you get a target drop-down to choose from:
⮑ The call is being forwarded and immediately disappears from Active Sessions.
⮑ With the blind transfer scenario, your session ends and you are free to take the next call.
Transfer outcomes
The scenario may unfold as follows:
✅Contact accepts the call
- Assuming the call is taken:
- Via call: The calling customer is now directly shown to the contact (blind transfer call recipient). Your contact should now be shown as "BIC" = "Busy In Call" accordingly, verifying a successful transfer.
- Via voicemail: If voicemail is configured for your contact (blind transfer call recipient), the caller should be directly transferred to the caller's voicemail box and hear the corresponding announcement.
❌ Contact doesn't respond or rejects
- Any unsuccessful blind transfer will not be returned to you.
- The call is marked as failed in the Nimbus reporting model (User Internal Transfer Failed).
After the call
- As soon as you finished the blind transfer, you are free to take the next call.
Notes on 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 a Safe Transfer instead.