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

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.

Overview

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. (info) Refer to the chapters below for further info on each element.

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 during the call.

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.
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 your "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.

Call Controls

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

IconControlsDescription

SwapSwitches the caller positions between "Active" to the "On Hold" area


Merge

Merges the Call into a conference between all participants. 

(lightbulb) The conference persists until the last participant leaves.

TerminateEnds 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.

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 (e.g. Azure AD).

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
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

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).

Attendant - Safe Transfer to this contact.

→ You can pick a transfer target via pop-up (UPN, Voicemail, PSTN numbers)
→  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.

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

Any of the following licenses apply: 

    • STANDARDPACK

    • ENTERPRISEPACK
    • ENTERPRISEPREMIUM
    • ENTERPRISEPREMIUM_NOPSTNCONF
    • TEAMS_EXPLORATORY

Reference: https://docs.microsoft.com/en-us/azure/active-directory/enterprise-users/licensing-service-plan-reference

Special Scenarios

  • Please note that special conditions apply when performing Service Transfers (instead of individual contacts).
  • You can also Session Hold via Call Park without consulting a contact. The UI will remind you to resume this parked call.

Blind Transfer to this contact.

→ You can pick a transfer target via pop-up (UPN, Voicemail, PSTN numbers)
→ 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.

KNOWN LIMITATION Currently there is no way to check ahead if a (target) user has voicemail features enabled. This is a design limitation by Microsoft which Nimbus currently cannot circumvent. Additionally the voicemail feature may also be deactivated as tenant-wide IT policy by your administrator. There are also known cases where Microsoft accepts transfers to voicemail but the recipient has no means to check (e.g. MS Teams Client / License restrictions). → We highly recommend using this feature only in case voicemail is enabled for the Microsoft Teams user.


Attendant - Consultation Call (Swap) to this contact
→ Your current caller will be put on hold and hear wait music.

(lightbulb) In case the consultation call is not accepted you put the caller off-hold at any time.


Direct Call to this contact. Only applies when currently not handling a caller.

(lightbulb) A pulldown may be shown with further UPN/PSTN numbers if available and supported for this contact.

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

Send Email to the contact.
→  Opens your mail client and composes a new Email

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

Calendar of the contact to inspect. 

(tick) Only shown when an exchange calendar was found. See Prerequisites.

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

Favorites

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

(lightbulb) You can select up to 15 favorites by clicking the Star Icon  on the corresponding row.

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.

Session error flagging

If you encounter problems during your call you can mark the session for further investigation:

  1. Locate the little icon on your erroneous session and click it. → A "Report Problem" popup opens. 
    (lightbulb) Note that your calls are still ongoing in the background.
  2. Specify a reason. If none of the predefined reasons fit, simply click on "Other".
  3. Click submit → the responsible support engineer will see the reason in the backend when analyzing the session. You might be contacted for further details.

Known Limitations


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?

(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
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:

  • Scenario A - Service A workflow is configured to transfer the caller to Service B. The license of Service A is used, the PSTN transfer occurs. The PSTN license is re-used throughout further transfers to Services C..D...x.
  • Scenario B - Service B is called directly instead. Now the workflow of Service B attempts a redirect to either service A or transfer to C. The PSTN transfer fails due to a missing license on Service B.

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:


(info) 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.


(lightbulb) 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.

(lightbulb) 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.


On-Prem Exchange Calendars

Viewing calendar data from users hosted on Exchange On-Prem is not supported.