Origin Routing
| Description |
Allows to route incoming calls and tasks based on their origin. We generally recommend using the “Origin Routing” Workflow Activity to circumvent parts of workflows only meant for outside customers. The goal is to shorten internal Consultation Call wait times, e.g. by using activities such as Task Priority, skipping inputs, or leading the callers directly into the queue. |
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| Required Predecessor | Accept | ||||||
| License |
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| Modalities | Audio/Video | Instant Messaging | External Task | ||||
Common Properties
| Properties | Description |
|---|---|
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Origin Routing (Exit conditions) |
This activity offers two exits:
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1🔎Consultation Call Limitations
KNOWN CONSULTATION LIMITATIONS
☝As this feature is still in preview stage, please carefully read the limitations below:
☝Consultation Call to Service limitations
- Because of how MS Teams handles certain call scenarios in a conference scenario, support for Workflow Activities is currently limited. We are actively working on improvements to the currently unsupported workflow activities.
| ✅ Supported Workflow Activities | 🔜 Unsupported Workflow Activities |
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❌ Out of scope (by design)
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My Sessions call terminate: to terminate a call, the customer is removed from call. The consultant stays in the call.
→ Recommendation: Use Attendant Console or Assistant to terminate calls. - Supervision is not available during consultation to service.
- Users cannot consult to the PSTN of a service → Instead use the UPN (Name) of the service.
1 Rationale: As soon as the call is escalated to a group call, MS Teams is not forwarding DTMF tone events anymore. This is a technical limitation that cannot be circumvented by Nimbus.
☝Consultation Call to User limitations
- Lower reporting detail: When consulting with any users in your O365 directory (both Nimbus and not), the session reporting is not as detailed as when using a Consultation Call to Service.
- Incorrect status / Nimbus task blocking: Unless Use Case - Tracking Extended User Presence via Application Permission is implemented, Nimbus users are are not always correctly blocked by incoming consultation calls and do not receive ACW, as Nimbus cannot read the exact presence status in MS Teams.
- Supervision not available during consultation to user.
☝Consultation Call Reporting limitations
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Nimbus Power BI Template missing KPI: Currently the
InitialCallerKPIs on Unified Sessions are not yet reflected in the BI template. This will be improved in a future template update. -
Facts > User Sessions: In conference scenarios, the
ConferencedTimeis not recorded for the first agent. -
Static Dimensions > Transfer Session: You may notice that some inaccuracies or gaps in reporting for consultation scenarios to a service occur and will remain visible in the long‑term data. We’re already working on improvements, and the upcoming versions of the report will reflect higher accuracy and stability.
- Outcome discrepancy on user session and service session level.
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UserTransferActionTypestates "safe" although it should be “consultative”.