A more advanced Attendant scenario is to consult with an consultant before a transfer. This allows the attendant to pass on information to the consultant before sending the call over or conference it to a consultation call.
💡Note that transfer and consultation call buttons are disabled when the session is a Transfer on User Exit session.
If a Nimbus user leaves the call via a consultation call, Transfer on User Exit is not triggered — it only fires when the last Nimbus user ends the call. Also note that consent is skipped in Consultation Calls to Service.
Learn more about Transfer on User Exit calls
INC Transfer on User Exit - Excerpt
🔎 Related concepts
The steps below refer to UI elements and concepts explained on the Attendant Console main page.
☝Destination Limitations: Please note that consultation calls work with the following destination scenarios:
Supported Consultation destinations |
Not Supported1
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|---|---|
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1🔎 Also refer to the → known limitations chapter below for more details.
Steps
🔎In the following, we refer to the following participants:
- You (Attendant) - The instructions are written from this perspective, addressing “you” as the main actor in Attendant and Nimbus.
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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.
Call accept & outgoing consultation call
✅ Precondition: An incoming call is shown in the queue.
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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. -
Search for consultant in your contacts and start an outgoing consultation call.
☝ Note: N limitations and supported destination scenarios (see above) apply.
⮑ While reaching out to the contact, a dialout tone is audible.
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
💡 The example below shows all possible call control options:  |
❌Consultant doesn't respond or declinesWhen your consultant contact does not respond in time, declines: ⮑ A busy tone will be played to you. |
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.
💡Consultation to a Nimbus service via PSTN number: You can reach a Nimbus service for consultation either by its UPN or by its assigned PSTN number — both behave identically. If you select a service's PSTN number as your consultation target, Nimbus detects that the number belongs to a Nimbus service and transparently routes the interaction as a native service consultation instead of a regular PSTN call. No extra steps or confirmation are required, and everything described in this section applies the same way regardless of which identifier you used to reach the service.
- 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)
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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.
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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.
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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.
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When the customer hangs up, you remain in the session with 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 with all 3 participants:
At this point you can:- Talk to both participants simultaneously.
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Leave the conference.
💡 Once you have conferenced the call and either you or the consultant leave first, the remaining person will stay with the customer. The call conference will persist with at least two participants present.
💡 At this point there is only the call hang up option. Putting on hold, park, transfer, consultation, etc. are disabled.
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.