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Transfer

Transfer

Description

Transfers the task to another service, user (within same tenant) or target SIP-address.

  • Exits if the transfer to the target was not successful (either "declined" or "timeout"). 
  • A transfer results in a new session reporting in the new service. The old task will be closed and concluded a result. → Also see “ Transfer Task Results “ in the ”Common Properties” Tab below.
Required Predecessor Accept
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description
Target 

Allows you to define a transfer destination. Depending on modality, the choices of this parameter are: 

  • a Custom Parameter.1 Requires a valid UPN / E.164 PSTN as transfer destination.              
  • an external SIP, UPN or PSTN / Phone number. 
  • a Service Line2,3 as transfer destination.
  • an internal Nimbus User to transfer to.

🔎 Notes

☝️ The target choices and behavior depends on the Modalities set in your service workflow. Please refer to the other tabs for further tips and limitations.

1☝️ Target Validity Checks: Please note that this activity does not perform target validity checks. Values that specify targets within Parameters must be well-formatted. 

Show me how to verify this

To ensure your transfer is done correctly, precede with a "Check Parameter" step depending on what scenario you expect in the parameter content:

Check Scenario Regex Check Parameter Activity
UPN (Service or Teams User)

Use a custom parameter with a regular expression as follows:

^[^ @}+@.$

 

 
Route to a PSTN Number

Use a custom parameter with a regular expression as follows:

^\+[1-9]\d{1,14}$

💡 Please note that the "Check Parameter" Activity will take the first valid Regex Check exit note.              
☝ Make sure to handle "No Match" and "Not Set" exits as well, e.g. by ...

  • ... trying to retrieve the parameter input again
  • ... adding additional "Check Parameter" steps or checks.
  • ... by routing the call to the normal queue (without a preferred Agent).

🔎Here are some examples of Regular Expressions you can use.

 
 

⮑ In case of an unknown or wrongly formatted target – including UPN / PSTN number format incorrectness – the "Failed" exit is taken. 

2☝ Loop-prevention: Same-service transfers are not allowed:
⮑ This results in the session being ended with a “Declined by Workflow when no Queue” result in the Nimbus Reporting Model. 

3☝️Known Limitation: Transfers between Nimbus Unify / Nimbus Extend services. 

  • A Service Line target can be a Nimbus Unify service. The call is handed over to the Unify service and leaves Nimbus Extend, so the transfer creates a new Nimbus Reporting session in the Unify service.
  • An External target with the PSTN number of a Unify service also works. "Leave Nimbus" is then switched on automatically and cannot be turned off.
  • The UPN of a Unify service does not work as an External or Custom Parameter target, not even with "Leave Nimbus". The "Failed" exit is taken.

☝️ This Transfer route between services may result in double call charges, as sessions are created for each service.

🔎 Also see Nimbus Unify and NimbusOne chapter in the Audio / Video tab. 

 
Leave Nimbus

✅Available if the target is External 1 or any O365 user. 

  • Picking a user enables the "Transfer to Voicemail" option. 
  • There is no control of outbound invitation timeouts and no waiting music.
  • On Transfer Nimbus considers the current Reporting session as terminated. Once a task is leaving Nimbus, there will be no further reporting about the continuation of this task. 
  • Unsuccessful transfers will be returned and the "Failed" exit is taken.

1🔎 “Leave Nimbus” on External Transfer

This option has the following behavior for external transfers:

  • When enabled the original session gets transferred over. The transfer destination will then see the ID of the original customer.
  • When disabled the transfer destination gets invited to a conference session, which was organized by the Nimbus service. The target will then see the ID of the Nimbus service.
 
Timeout               
(hh:mm:ss, max 00:00:55)

✅ Available if the target is a user or parameter.

When the timeout criteria is met, the transfer is aborted ("Failed" exit is taken).
Waiting Music 

Allows to choose a playlist (default) or a single resource to play.

🔍 Playlists and Resources can be uploaded and defined within the Configuration.

  • If the target is not a service line and waiting music is configured, it will be played until the call was accepted or cancelled.
  • It the music file reaches its end, it's played on repeat.

Transfer Task Results

Transfer task results – used for Nimbus KPI Calculations and the Reporting service / user task model – can depend on the following transcripts:

Show details...

Transcripts

Description

Transfer Task considered as handled
Customer Hangup Before Accept Customer hung up the call before it was accepted ❌False
Customer Hangup In IVR          
Customer Hangup In IVR after queue		 Customer hung up the call before it was put into the queue once ❌ False
Customer Hangup In Queue Customer hang up the call during the time the task was enqueued ❌ False
User Accepted User accepted the task and was connected to the customer ✅ True
User Internal Transfer Success User accepted the task and transferred it to another service Line or user ✅ True
User External Transfer Success User accepts the task and transferred to a non service line or user ✅ True
Workflow Disconnect After Queue          
Workflow Disconnect          
System Failure		 Workflow terminates the call after it was put once into the queue          
Workflow terminates the call, which was never put into the queue          
Something went really bad, including Microsoft infrastructure outage		 ❌ False          
❌ False          
❌ False
Workflow Conversation Recorded Workflow recorded a Voicemail / mail ✅ True
Workflow Internal Transfer Successful Workflow transferred the call to another Service Line Successful ✅ True
Workflow Internal Transfer Failed Workflow couldn't transfer the call to another Service Line ❌ False
Workflow External Transfer Successful Workflow transferred the call successful to a non service line target ✅ True
Workflow External Transfer Failed Workflow couldn't transfer the call to a non Service Line target ❌ False
 
 
 
 

Audio / Video

Configurable Properties Description
Target 

Allows you to define a transfer destination, with a choice between: 

Target Description
Custom Parameter
  • Requires a valid UPN / E.164 PSTN as transfer destination.               
    🔍 The behavior will be different depending on target:
    • Service: When the parameter is matching a Nimbus service, it will be treated like an internal service transfer. Timeout and music on hold playlist are ignored. Reporting treats this as "Service Transfer".
    • Known User: When the parameter is matching an internal user, it will be treated like any internal target. Timeout and music on hold playlist are considered. Reporting treats this as "Internal Transfer".
    • Unknown User: When the target is valid, but not recognized as internal user or service, it will be treated as external target. Timeout, music on hold playlist, and leave Nimbus flags are ignored. Reporting treats this as "External Transfer".
Nimbus Service You can search for Service Lines of the same Nimbus tenant.
“MySelf”

💡This option is only available for Direct Call Handling Service Types.

A dynamic placeholder for Users behind a Direct Call Handling service with a unique workflow type. Allows to re-use the same workflow dynamically, even when the user behind the service changes (e.g. due to a service or license ownership transfer).
Nimbus User

You can search for Users of the same O365 tenant

  • Nimbus users are considered as an "Internal Transfer"
  • Other users are considered as “External Transfer”
External  You can specify an external SIP, UPN or PSTN / Phone number.  

 

🔎 Notes: PSTN Transfer

  • A transfer uses the external caller number (ID) as long as the call has not been escalated to a conference. A conference is created as soon as a Nimbus user joins a call (e.g. via queue distribution).
  • If an incoming caller is internally transferred from service 1 to service 2 - with external transfer configured on service 2 - the number of service 1 is carried forward.
 

Transfer Limitations

Transfer to PSTN & Licensing

☝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 

🤔Which PSTN licenses do I need to acquire?

Service Licensing

Number Type
using any of the Microsoft | PSTN Connectivity options ▼ 		 License to apply for Nimbus Services
Direct Routing

"Teams Phone Resource Account".

🔎  See: 
Calling Plan

"Teams Phone Resource Account" license, plus

  • "Microsoft Teams pay-as-you-go Calling Plan1 
    PLUS 
  • "Communication Credits" (if these aren't already included as part of your plan)

1🔎 Only required for Outbound Call functionality. See: Microsoft Learn |  Microsoft Teams Calling Plans.
Operator Connect
 

"Teams Phone Resource Account"

🔎 See: Microsoft Learn | Voice applications prerequisites and licensing

User Licensing

Target User License to apply to Nimbus Users & Call Targets
All Users, including …
+ Agents that handle Nimbus calls
+ Attendant Console transfer and consultation targets.

"Teams Phone Standard", each account having: "EnterpriseVoiceEnabled"

🔎  See: Microsoft Learn | Teams Phone Standard

☝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"

 
 

🤔How does PSTN licensing affect Transfer on User Exit?

When DTMF-Supported Transfer is enabled on a Transfer on User Exit configuration, Nimbus places a new outbound PSTN call to the target service's configured E.164 number at transfer time. This is different from the "license carries over" behavior described above — it is a fresh outbound call, not a continuation of the existing call session.

The PSTN license must be assigned to the originating service — the service where Transfer on User Exit is configured.

☝ Each Transfer on User Exit via PSTN generates a new outbound call and incurs additional costs. Costs are billed to the originating service, not to the customer.

In the current release, this also generates a second Unified Session for the PSTN leg, which is not yet linked to the original session in reporting. 🔎 See Transfer on User Exit > Known Limitations.

 
 
 

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

Auto Attendant and Call Queues

☝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.

Transfer Type Direct Routing Calling Plan Operator Connect
Attendant - Safe Transfer  🛠 ❌ ❌
Attendant - Blind Transfer  ✅ ✅ ✅
Attendant - Consultation Call then transfer 
(Attended Transfer)		 🛠 🔀 🔀

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

 🛠 ❌ ❌

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

 ✅ ✅ ✅

🛠 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.

  1. In the MS Teams call window, click on the Transfer button.
  2. Select "Consult then transfer".
  3. 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.
  4. Select the person from the list.
  5. Choose to Chat or Call them to consult.
  6. 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

Transfer on User Exit sessions

When a customer arrives at a service via Transfer on User Exit, the Transfer activity is restricted in that service's workflow. Only Transfer to External (phone number only, not UPN) is supported. Transfer to Service, Transfer to User, and Transfer to Customer Parameter are not supported and will fail by design.

Federated transfers

Federated transfers to users in another tenant are currently not supported.

Nimbus Unify and NimbusOne

☝️ Nimbus Unify services use their own Transfer activity with a reduced set of targets. In short:

  • Unify workflows:
    • … can transfer to Nimbus Unify / Nimbus Extend services.
    • … can transfer to to MS Teams users. 
    • … cannot transfer to NimbusOne users, phone numbers and Custom Parameter targets yet.
  • Extend workflows 
    • … can transfer to a Unify service, 
    • … cannot target a NimbusOne user.

About Unify / Extend Transfer Interoperability…

🔎 Note: Luware is actively working on improvements. Also refer to our NimbusOne FAQ and Troubleshooting page for a full list of current limitations and workarounds.

 
 
Leave Nimbus

✅ Available if the target is external or any O365 user. 

  • Picking a user enables the "Transfer to Voicemail" option. 
  • There is no control of outbound invitation timeouts and no waiting music.
  • On Transfer Nimbus considers the current Reporting call session as terminated. Once a call is leaving Nimbus, there will be no further reporting about the continuation of the call. 
  • Unsuccessful transfers will be returned and the "Failed" exit is taken.

🔎 “Leave Nimbus” on External Transfer

This option has the following behavior for external transfers:

  • When enabled the original call session gets transferred over. The transfer destination will then see the caller ID of the original caller.
  • When disabled the transfer destination gets invited to a conference session, which was organized by the Nimbus service. The target will then see the caller ID of the Nimbus service.
 
Transfer to Voicemail

✅ Available when the target is a MS Teams user and "Leave Nimbus" is enabled:

  • With voicemail enabled: the caller will directly hear the announcement to leave a message. The target will not receive a ringing toast, but instead get a voicemail notification within MS Teams.
  • With voicemail disabled: the call will attempt to ring at the target instead. If the target declines, ignores or is busy the "Failed" exit is taken.

☝Note: No voicemail feature “check ahead”

Currently there is no way to check ahead if a (target) user has voicemail features enabled. 

💡 Additionally the voicemail feature may also be deactivated as 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. MS Teams Client and/or license restrictions).

→ No workaround: This is a design limitation by Microsoft which Nimbus currently cannot circumvent. We highly recommend using this option ONLY in cases where you can ensure that voicemail is enabled for the Microsoft Teams user being transferred to. 

 
Timeout               
(hh:mm:ss, max. 00:00:55)

✅ Available if the target is a user or parameter.

When the timeout criteria is met, the transfer is aborted (the "Failed" exit is taken).
Waiting Music

Allows to choose a playlist (default) or a single resource to play

 

🔍 Playlists and Resources can be uploaded and defined within the Configuration.

  • If the target is not a service line and waiting music is configured, it will be played until the call was accepted or cancelled.
  • It the music file reaches its end, it's played on repeat.
 
 

Instant Messaging

✅ Target Service Modalities Service Settings dependency:

  • Only Services with Instant Messaging modality enabled in their Modalities Service Settings are selectable in this list.
  • For “Instant Messaging” also the integration channel is validated. For example: 
  •  In this case the validation fails, a warning is shown on the entry:
  • If a (target) service has the Instant Messaging modality or channel not active anymore the "Failed" exit on this activity is taken. 
  • Show all the messages from the entire customer conversation to the user, which accepts such session in destination service
 
Configurable Properties Description
Target 

Allows you to transfer an Instant Messaging session to other Nimbus services.
Leave Nimbus

Not applicable.
Transfer to Voicemail

Not applicable.
Timeout               
(hh:mm:ss)		 Not applicable.
Waiting Music   Not applicable.
 
 

External Task

✅ Target Service Modalities Service Settings dependency:

  • Only services with External Task modality enabled in their Modalities Service Settings are selectable in this list.
  • If a (target) service has the modality not active anymore the "Failed" exit on this activity is taken. 
  • In case of a deactivated required modality on the service, a warning is shown on the entry.
 
Configurable Properties Description
Target 

Allows you to transfer an External Task to other Nimbus services.

🔍 Microsoft Power Automate Connector - External tasks can be identified by Service Session ID as well as Unified Session ID, and deleted via "Remove an External Task" Flow Action.
Leave Nimbus

Not applicable.
Transfer to Voicemail

Not applicable.
Timeout               
(hh:mm:ss)		 Not applicable.
Waiting Music   Not applicable.
 
 
Disconnect

Disconnect Description Terminates an incoming task or disconnects an already acce...

Collect Information

Collect Information Description Allows to store DTMF inputs in Parameters, exitin...

Announcement

Announcement Description Plays a defined resource or text to the caller. Can gene...

Accept

Accept Description Accepts an incoming task (of any modality) and establishes the...

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