KNOWN OUTBOUND TASK & CALL LIMITATIONS
General Outbound Call limitations
Audio Modality:
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Audio delay for outbound PSTN and UPN calls: There is a possibility for latency after establishing an Outbound Call between Agent and Customers. The delay is caused by Microsoft infrastructure and outside of Nimbus control. In order to minimize latency, an optimized approach was implemented and can be enabled by Luware Support for your tenant.
☝ Note that enabling the optimized approach requires testing on your tenant as Microsoft has not yet rolled out dependent functionality globally for all MS Teams tenants. - PSTN Licensing: When the selected service doesn't have a phone number (PSTN license) applied, the dial pad is disabled. A dial out to a UPN (e.g. a MS Teams User or Service) is always allowed.
Specific Call Features:
- Federated outbound calls are not supported. Any of “Outbound” type Flow Actions will return an error
- Preferred user routing is currently not supported for outbound calls. Preferred users specified will be ignored and the task will be distributed according to the configured Distribution Policy.
Outbound Call with Workflows
☝Please note that → General Outbound Call limitations above also apply.
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Outbound Call > Limited Workflow Activity support: The following workflow activities are not yet (fully) supported in Outbound Calls with Workflows and will lead to a warning message:
- “Voice Message” - not supported.
- “Virtual User” - currently in preview program, Bots are being tested. Requires an “Announcement” activity to allow the AI to start up in time before reaching the customer.
Nimbus Design Notes
- Internal O365 User Search for Outbound Calls: The “Outbound Call” dial pad in Nimbus also allows to search for internal Nimbus Users. In order to retrieve and call to O365 Contacts, a Tenant Admin needs to grant User.Read.All consent for all Nimbus users, as described on the Nimbus User Permissions page.
- Reporting visibility of terminated Outbound Calls: Terminated Outbound Calls are currently not reflected on any reporting view (Reporting, Dashboard, or Power BI). This is currently by design as (repeatedly / manually) started or scheduled Outgoing Calls could affect and skew service KPIs.
- Nimbus Power BI Template: While the data related to Outbound with Workflow flows through seamlessly to the template, data related to Outbound Call with Workflow may appear in Service Overview > Inbound Calls widget in the template. Future releases will see improvements to this.