The most basic call scenario when using Nimbus is the safe (attended) call transfer. The starting point of this scenario is a queue with at least one incoming call. 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).
💡Note that transfer and consultation call buttons are disabled when the session is a Transfer on User Exit session.
Learn more about Transfer on User Exit calls
🔎 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 safe transfer
- Within the Contact search, search for a contact or service you want to transfer the call to (e.g. by typing in the name, address, etc.).
💡 You may want to use filters to narrow down large lists of results.
🔍 For more information on searchable fields and filters, see section → Supported Search Fields and Filters further below.
- If you found the contact or service, click the button Safe Transfer.
⮑ If the destination for the safe transfer is a Nimbus Service, the call is being forwarded to the Service and disappears from Active Sessions after transferring. This also applies if you found the service via its PSTN number rather than its name — Nimbus automatically routes it as a native service transfer, with the same behavior and reporting as targeting the service by name. See "PSTN Number of a Nimbus Service (Smart Transfer)" on Attendant - Service 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:
Transfer to a contact
☝Note: During the “Transferring” process you remain in the call session and will unable to handle other calls.
The scenario may unfold as follows:
✅Contact accepts the call
- Your Caller will be put into a conference call with wait music playing.
- In the meantime your contact will be called (ringing). Meanwhile, you stay in the Teams Call and …
⮑ … see the call as "On Hold" in the UI.
⮑ … hear a dialout tone during transfer attempt. - Assuming the call is accepted:
- The call disappears from Active Sessions.
- Your contact should now be shown as "BIC" = "Busy In Call" accordingly, verifying a successful transfer.
- You are free to take the next call.
❌Contact doesn't respond, rejects, or unsuccessful transfer
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If your transfer is not successful:
⮑ You will hear a busy tone.
⮑ Wait music for the Caller will end.
⮑ You will be reconnected to the Caller automatically. - You can simply 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.
After the call
When you end the call, you are free to take the next call.
Notes on 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 conversations until the task is resolved.
- A blind transfer that is not taken or hung up by the Customer results in a "failed" transfer task in the reporting model (User External Transfer Failed & User Internal Transfer Failed).