☝ While handling Nimbus tasks, avoid MS Teams-native call controls
During an ongoing session, Nimbus cannot control any functionality engaged in parallel via MS-Teams
(e.g. putting Callers On-Hold, Transfers, adding participants to a Session, Muting of participants).
✅While handling Nimbus tasks:
- Instruct all Service Users NOT to mix the approach between Nimbus and MS Teams.
-
Prefer the available Nimbus UI options for any call handling and -transfer scenarios:
e.g. Attendant Console (Safe/Blind transfer, Consultation call), Hold and Retrieve, Parking.
🤔What are the effects of using MS-Teams in parallel?
When using MS-Teams functionality in parallel during a Nimbus Session, the User / Customer experience cannot be clearly guided or monitored by Nimbus anymore.
Possible effects are:
- Customers may not get clear feedback on certain actions (e.g. no On-Hold Music - just silence).
- Manually added participants in a call conference may not all hear each other as intended.
- The status in Nimbus UIs may not reflect the actual state of a Session anymore.
- Call metrics, KPI and Nimbus Reporting results may not be properly recorded.