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 Attendant - Consultation Call scenario, forwarding them to a target of your choice.
Before you start
- 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.
- You need to be part of at least one Nimbus service in order for Attendant Console to show as an option.
- If requirements are met, the "Attendant Console" tab shows in your Nimbus app sidebar. At this point you may access the UI.
On first startup Attendant Console will not show a lot of content to you, as no calls are currently handled. In order to explain the UI we'll demonstrate some features on this example screenshot instead. Refer to the chapters below for further info on each element.
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.
- 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).
Further infos on this state can be found in the table below.
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 during the call.
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 Title||Description / Purpose|
Numerical representation of callers in Queue.
Entries in the queue are directly impacted by your "enabled" toggle in the team selection.
|Longest Waiting||Shows the highest waiting time entry in the Incoming Call Queue at a glance.|
Shows Service Line info depending on your call state:
Displays Info during an active call. Changes states to either:
When Idle: displays "No Conversation / No Data"
As there can be two ongoing simultaneous calls (e.g. Call-park scenario) this widget will focus on the call with the external customer.
Provides you with a quick heads-up to show if you are "Selectable" for calls. Works similar to a "Green / Red" signal state.
Preconditions for a green status are as follows:
Allows you to "enable" yourself for call selection in one or several teams.
The state can also be switched by your team owner.
Allows you to determine up to 7 favorites. The last transfer targets are listed at the bottom (if available)
This list updates based on the call you are currently handling or when you search for users.
More details on this UI element can be found below.
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:
|Swap||Switches the caller positions between "Active" to the "On Hold" area|
Merges the Call into a conference between all participants.
The conference persists until the last participant leaves.
|Terminate||Ends the call|
Park / Put On-Hold
|Puts the caller from the "Active" to the "Park" area|
Unpark / Resume Call
Puts the caller from the "Park" to the "Active" area.
Good to know
- Note that call controls may appear inactive at times. They 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.
- Many UI elements will show a tooltip on mouse-over, revealing further information or the intended functionality.
- Some actions within the conversation hub can be controlled via drag & drop as an alternative method to clicking the controls.
- This feature relies on Address Books which are managed in Configuration Administration. Address books must be added by a tenant administrator or user having Nimbus Administration access.
- Some of these features below require your permissions first. These are granted in your Attendant Console User Settings.
- A tenant-administrator can pre-filter the contact search to show only relevant results or filter out certain user groups. this is explained in Use Case - Filtering Attendant contact search via MS Graph.
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 (e.g. Azure AD).
It consists of the following UI elements:
Searches through your whole user directory. The list of entries narrows down as you type.
You can use this field also to call unknown numbers or enter a valid SIP-address.
Displays the source directory / team / service behind the corresponding contact in form of an icon:
If a modality cannot be used by the corresponding source, the call controls for that entry are disabled.
Presence state according to the target's Microsoft Teams client
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.
|Name||Resolved clear user or service name for the identified contact.|
|Context||Displays additional fields such as Email, IM, Department if provided via the user directory.|
|Job Title||Provides a job title field if provided via user directory.|
|Note||Allows you to take notes|
|Most popular transfer targets|
Changes automatically based on "Incoming" calls in the conversation hub.
If no targets are shown, the caller hasn't been registered before
|Quick 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).
A contact entry of your choice, "pinned" to be readily available for future calls.
You can select up to 15 favorites by clicking the Star Iconon the corresponding row.
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.
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.
Deleted notes cannot be restored. A warning is shown prior to note deletion.
Session error flagging
If you encounter problems during your call you can mark the session for further investigation:
- Locate the little icon on your erroneous session and click it. → A "Report Problem" popup opens.
Note that your calls are still ongoing in the background.
- Specify a reason. If none of the predefined reasons fit, simply click on "Other".
- Click submit → the responsible support engineer will see the reason in the backend when analyzing the session. You might be contacted for further details.
Transfer to PSTN limitation
Out of box Nimbus and affiliated addons can only perform PSTN transfers according to Microsoft services licensing & constraints.
Which PSTN license do I need to acquire?
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 Setup||Required License|
|Microsoft Phone System Direct Routing||"Microsoft Teams" (App license, available as part of the Microsoft 365 E1 / E3 / E5 and other packages)|
+ "Microsoft Teams Phone Standard" or "Microsoft Teams Phone Standard - Virtual User"
|Microsoft Phone System with Calling Plan||"Microsoft Teams Phone Standard" or "Microsoft Teams Phone Standard - Virtual User" |
+ "Microsoft 365 Domestic Calling Plan" or "Microsoft 365 Domestic and International Calling Plan"
+ " Communication Credits" (if these aren't already included as part of your plan)
How does PSTN licensing affect Service and Call Transfers?
Assuming that Service A has a PSTN license assigned - but further Services don't - the following scenario may unfold:
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:
Refer to the external reference: Microsoft Teams add-on licenses.
Transfer to Teams-native "Auto Attendants" and "Call Queues"
Nimbus does currently not support call-forwarding to either UPN or PSTN numbers of Teams-native "Auto Attendants" and "Call Queues". A transfer attempt will lead to a call abort.
Causes and Workarounds
This is caused by Microsoft Teams limitations and cannot be circumvented by Nimbus.
If you are interested in a possible workaround via an existing direct routing SBC, get in contact with our support. However, please note that this solution can cause additional cost and negatively affect voice quality.
The above mentioned workaround is not technically feasible if you are using Microsoft Calling Plans or Operator Connect to provision numbers directly through Teams. Forcing an external reroute as a workaround is not possible with these numbers.
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