New Design for Attendant Console
This page describes both Attendant Console 1.0 and the new 2.0 redesign. You can change between designs right within your settings.
š” Note: For more recently onboarded Nimbus customers, this choice might be disabled and you will be using the 2.0 design by default.
Attendant Console 2.0
Attendant Console 2.0 - Hold and Retrieve via Call Park
During an ongoing call in Attendant Console, you have the possibility to hold a call. While holding a call, the caller can't hear you and is listening to wait music instead.Ā
š Related concepts: The steps below refer to UI elements and concepts explained on theĀ Attendant ConsoleĀ main page.
Steps
The scenario is handled as follows:
Call accept & hold call
ā Precondition: An incoming call is shown in the queue.
- AcceptĀ the incoming call.
- You can hold the call by clicking the Hold button:
- From here on, you can put the caller on hold using the respective button.Ā
ā® The following results will occur:- Wait music will play for the caller while on hold.
- You and the caller cannot hear each other anymore.
- The call is shown as āOn-holdā and the card shown with grey border.
- A separate āOn-holdā timer starts.
Retrieve call
To get the call back click the Retrieve button.
ā® The following results will occur:
- The waiting music is stopped for the caller.
- Your session is resumed.
- You and the caller can hear and talk to each other again.
You may now handle the caller as described in scenarioĀ Attendant - Safe TransferĀ or end the call and handle the next caller.
Hanging up on an āon-holdā caller
You can also directly hang up on (end) an existing āon-holdā call. A Hangup will immediately free you up for the next call.
āHowever, take note that when using "Hangup":Ā
- ā¦the Caller will not get any prior notification - the wait music and call just ends for them.
- ā¦ Nimbus is passively warning you with a red color on the button. This color coding also applies in a Consultant / Caller Swap and Conference scenario.
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Attendant Console 1.0
ā Deprecation Notice: A future āparkingā functionality will be implemented in Attendant Console 2.0. The Attendant Console 1.0 āParkā functionality was renamed to āOn Holdā to avoid confusion. Note that Attendant Console 1.0 will be deprecated and not receive any new feature updates.
ā We recommend switching to Attendant Console 2.0 at your earliest convenience.
During an ongoing call in Attendant Console the possibility to put a user session in an āOn Holdā state.Ā
The scenario is handled as follows:Ā
Put a caller Session āOn Holdā
- A customer calls and you either pick up the call or get it distributed to you automatically.
- You as the attendant have an "Active" caller and press āOn Holdā
ā The following results will occur:- āOn Holdā music is played for the caller (Customer).Ā
š” This music cannot be changed. - Customer and Attendant user cannot hear each other anymore
- The āOn Holdā call is shown in your Nimbus "My Sessions" personal dashboard to remind you of this status.
- In the Nimbus ServiceĀ DashboardĀ the call will show as āOn Holdā.
- āOn Holdā music is played for the caller (Customer).Ā
Retrieve Call
When you press Retrieve ā the following things happen:
- Wait music is stopped for the caller. Your session is resumed.Ā
- You may now handle the caller as described in scenarioĀ Attendant - Safe TransferĀ or end the call and handle the next caller.
š” You can also directly end (terminate) an āOn Holdā call session. This will immediately free you up for the next call. ā However note that the previous caller will not get any prior notification - the music and call just ends for them.
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