Attendant Console is an optional extension application to Nimbus that allows you to handle incoming calls like a front-desk operator. The main goal is to attend to Nimbus caller needs more directly and personally, e.g. in a Call Transfer scenario, forwarding them to a target of your choice.


This feature is still in experimental / beta stadium. Performance and usability are still being evaluated by our users. Bugs and changes may occur. Both scope and design may still change significantly.

Before you start

Precondition

  1. To use Attendant Console you need to enable the feature in your Service Settings > Context tab. Doing so will enable this feature for all users in your team by showing an extra "Attendant" entry in the main menu of Nimbus.
  2. You need to be part of at least one Nimbus service in order for Attendant Console to show as an option.
  3. If requirements are met, the "Attendant Console" tab shows in your Nimbus app sidebar. At this point you may access the UI.

(info) Technical prerequisites:

  •  Attendant Console will check and ask for consent to Required User Permissions on your behalf. These permissions allow Attendant Console to read calendars details, IM presence as well as your user directory for searching. Permissions are managed in your User Settings.
  • Note that 


Transfer to PSTN Limitation

Out of box Nimbus and affiliated addons can only perform PSTN transfers according to Microsoft services licensing & constraints.

(tick) As a tenant administrator you need to acquire and assign the following licenses to the application instance of the respective Nimbus SOURCE service (team) that will act as PSTN transferor:

Your SetupRequired License
Hybrid with DR Trunks"Microsoft 365 E1/E3" + "Phone System" 
or
"Microsoft 365 E5"
(Phone System is already included)
Hybrid with Calling plans"Phone System - Virtual User"
+ Domestic
(and optionally international) calling license

Online Only

How does PSTN licensing affect Service and Call Transfers?

Assuming that Service A has a PSTN transfer license assigned - but further Services B, C, D... don't - the following scenario may unfold:

    1. Service A workflow is configured to transfer the caller to Service B. Both are Nimbus services. No PSTN license is required at this point.
    2. Service B accepts the call. Now the workflow of Service B contains a transfer to PSTN, to which the following PSTN licensing restrictions apply:
      1. If Service A does have a PSTN license the transfer to PSTN will work from Service B. The PSTN license from Service A applies.
      2. If Service A doesn't have a PSTN license but Service B does have one, the transfer PSTN will not work. The PSTN license from Service A still applies after a Service to Service transfer.

Learnings

  • For one first-level-response Service: If you handle first-response calls always via the same Service you need a PSTN license for that particular first-level Service.
  • For multiple first-level-response Services: If you handle first-response calls always via multiple Services you need a PSTN license for all those first-level Services.
  • Nimbus will attempt to use the PSTN license of the first service that responded to a call, regardless of how many further internal service transfers are performed thereafter.
  • If no PSTN license is found on a service that requires it for a transfer, the transfer task will be considered as failed and be treated as such by the system (e.g. workflow exit announcement, reporting "transfer failed" outcome).

(warning) Note that handling and tracking of running cost for PSTN licenses is outside of Luware support scope.
If you require assistance in extending and/or configuring your Nimbus services for PSTN our support will gladly assist you:You can reach us via the following means: 


(info) External reference: Microsoft Teams add-on licenses.

Overview

On first startup Attendant Console will not show a lot of content to you, so we'll demonstrate some features on this example screenshot. Refer to the chapters below for further infos.

Attendant Console UI explained

Queue

The queue lists incoming customer calls to your service(s). You can directly impact your queue via the "On/Off" Active toggle for the respective service. When being part of - and enabled (green status) for - multiple services, the Queue items are accumulated or removed in real-time, always sorted by "longest waiting caller" first. 

(lightbulb) Please note:

  • The service toggle functionality has the same effect as enabling yourself within our  "My Overview" or "My Services" Nimbus tab respectively. Team owners can set this toggle for you with immediate effect.
  • Queue entries not only show the related Service, but their call pickup controls may differ depending on the team's respective Workflows. Some calls may be distributed automatically while other services have manual "Pickup" controls enabled.
  • Note that you can only take calls when your Attendant State is shown as "Active" (green).
    (info) Further infos on this state can be found in the table below.

Caller Context

The Queue has a call-context feature that ties into the Microsoft Power Automate Connector of Nimbus to retrieve additional caller information. The amount and content of fields shown varies depending on which data (e.g. CRM System, Active Directory) is available to Nimbus.

Mouse over the info icon to get caller context information

Information Widgets

The top row of Attendant Console consists of a set of status widgets to help inform you about the most important metrics on your current call.

Widget TitleDescription / Purpose

In Queue


Numerical representation of callers in Queue.

(lightbulb) Entries in the queue are directly impacted by your "enabled" toggle in the team selection.

Longest WaitingShows the highest waiting time entry in the Incoming Call Queue at a glance.

Service Info

Shows Service Line info depending on your call state:

  • During a call: Displays the service you're currently taking the call as (in perspective of the customer).
  • When Idle: Shows "No Data" when no call is handled.

(info) Their use and status changes are explained during Call Handling.

Conversation
State

Displays Info during an active call. Changes states to either:

  • Conversation Incoming
  • Conversation Active 
  • Conversation Park(ed)

When Idle: displays "No Conversation / No Data"

(lightbulb) As there can be two ongoing simultaneous calls (e.g. Call-park scenario) this widget will focus on the call with the external customer.

Attendant State

Provides you with a quick heads-up to show if you are "Selectable" for calls. Works similar to a "Green / Red" signal state.

(tick) Preconditions for a green status are as follows:

  • Being enabled for any available service - either by yourself or by a team owner.
  • Online and available in MS Teams client.
  • Not already taking / making a call either from a Nimbusservice or directly.
  • Not Set busy / away via your calendar. This behavior can be individually changed in Service Settings, so you may still be available to receive calls even during a meeting or while working abroad.
Teams

Allows you to "enable" yourself for call selection in one or several teams. 
→ Disabling yourself in a team will remove you from the list of team members available for the call selection algorithm. The incoming call queue will be updated accordingly.

(info) This has the same effect as enabling yourself within our  "My Overview" or "My Services" Nimbus tab respectively

(lightbulb)  The state can also be switched by your team owner.

Contact Search

Allows you to determine up to 7 favorites. The last transfer targets are listed at the bottom (if available)

(lightbulb) This list updates based on the call you are currently handling or when you search for users.

(info) More details on this UI element can be found below.

Conversation Hub

The conversation hub is the central area to handle your calls. The hub is split in 3 sections to display your current incoming caller state

  • Incoming - to signal any incoming calls distributed to you (automatically) by Nimbus Workflows. The call will simultaneously ring in your teams-client.
  • Active - your current conversation partner. You can use call controls to handle your active callers → See below.
  • Park - a spot to park calls. In most scenarios this is used to park a calling customer while you consult someone from the contact search. You can use call controls to handle your parked callers → See below.

Each area in the hub has individual, context-sensitive call controls which show depending on your call situation:

ControlsDescription
SwapSwitches the caller positions between "Active" to the "On Hold" area
MergeMerges the Call into a conference between all participants. 
TerminateEnds the call

Park

Puts the caller from the "Active" to the "Park" area

Good to know

  • Note that merge and switch controls appear in both the "Active" as well as "Park" section of the conversation hub. Both have the same function of merging or switching the Active/Park entries respectively.
  • Note that not all call controls are visible at all times. Some become enabled or visible in context, e.g. when you handle a parked caller, search for a contact or only if the target supports the according modality (online, available, uses phone or teams, etc.).
  • Some actions within the conversation hub can be controlled via drag & drop as an alternative method to clicking the controls.

Contact Search

Preconditions

The contact search are lists and stores your targets during ongoing conversations. By default the contact search and list is empty, but you can define favorites to be shown permanently. The list also stores last transfer targets for you to use when recurring calls from the same source - based on the incoming number / caller sip address. The search interacts with connected Address Books and user directories.

It consists of the following UI elements:

ElementDescription
Contact Search
(Live Search)

Searches through your whole user directory. The list of entries narrows down as you type.

(lightbulb) You can use this field also to call unknown numbers or enter a valid SIP-address.

Contact Columns

Source

Displays the source directory / team / service behind the corresponding contact in form of an icon:

  • Azure / Office 365 Accounts
  • Outlook / Exchange (for standalone mailbox entries)
  • Any Luware solution Service line (e.g. Stratus Team/Agent, Nimbus)

(lightbulb) If a modality cannot be used by the corresponding source, the call controls for that entry are disabled.

State

Presence state according to the target's Microsoft Teams client

(question) No state shown?  When the presence state cannot be resolved or does not apply for that source, no icon will be shown. This may be caused by the user granting the Required User Permissions for Nimbus.

NameResolved clear user or service name for the identified contact.
ContextDisplays additional fields such as Email, IM, Department if provided via the user directory.
Job TitleProvides a job title field if provided via user directory.
NoteAllows you to take notes

Favorites (star) 

A contact entry of your choice, "pinned" to be select for future calls.

(lightbulb) You can select up to 7 favorites by clicking the Star Icon  on the corresponding row.

Most popular transfer targets

Changes automatically based on "Incoming" calls in the conversation hub

(lightbulb) If no targets are shown, the caller hasn't been registered before

Actions (per contact entry)

A series of controls that trigger actions for your target contact - as seen in context of your currently "active" call in the conversation hub (e.g. transfers).

Safe Call Transfer to this contact.
→  Your current caller will remain in call with you until connected.

Prerequisites

If the contact does not have a MS Teams license, the account is shown, but transfer to UPN and chat buttons are disabled.

  • STANDARDPACK

  • ENTERPRISEPACK
  • ENTERPRISEPREMIUM
  • ENTERPRISEPREMIUM_NOPSTNCONF
  • TEAMS_EXPLORATORY

If the contact does have a MS Teams license but no voice (PSTN) license, the transfer to UPN is disabled. Chat is possible.

Blind Transfer to this contact.
→ Your current caller will be removed from your conversation hub.
(warning) The call may be lost and not returned to you if the contact is not taking the call.

Call To this contact. 

Shown when the contact has at least either a:

    • Phone Number
    • IM Field

(lightbulb) Also works for external contacts.
→ A secondary menu with deep links may open if multiple contact numbers were found.

Send IM to the contact via Teams.
→  Opens a separate Teams chat window.

Send Email to the contact.
→  Opens your mail client and a new (blank) email

(tick) The contact requires an email inbox to be defined to receive email. 

Calendar of the contact to inspect. 
(info) Only shown when an exchange calendar was found.

Prerequisites

If the contact does not have an Exchange license the calendar functionality is disabled. To inspect a contact's calendar the following requirements must be met:

  • Permission granted via your AD to access that particular contacts calendar. This is done by your administrator.
  • Both you and the contact need any any of the following Exchange Online plans
    • EXCHANGE_S_STANDARD
    • EXCHANGE_S_ENTERPRISE

Read the Attendant - Safe Transfer scenario to see an example of everyday use of these features.

Contact Notes 

Within the Contact Search you are able to take notes on individual contacts.

These notes are shared among other Nimbus Attendant Console users within the same tenant. Every user has the same permissions to read and edit them.


You are able to pick between 3 different types of Notes: Standard, Info and Warning.
(lightbulb) The type-choice is cosmetic and impacts the look of the note when clicked upon.

Once created the note will show the title in the "Note" column within the "Contact Search".

Clicking on a note allows you to see the content and edit / delete the note.
(warning) Deleted notes cannot be restored. A warning is shown prior to note deletion.