🔎 Also refer to our NimbusOne Known Issues section and the general Nimbus FAQ and Troubleshooting section.
We regularly update this section with common use cases and answers to frequently asked questions based on feedback we receive. If your issue is not covered here and can't be found anywhere else in the Knowledge Base, please contact our support team.
Nimbus Support Address
Luware Support Address
| Luware Website | https://luware.com/support/ |
|---|---|
| Luware Helpdesk | https://helpdesk.luware.cloud |
| Cloud Service Status | https://status.luware.com/ |
NimbusOne FAQ - Frequently Asked Questions
This section covers frequently asked questions, and will be expanded over time. You can also explore the NimbusOne Introduction to learn about the concepts behind NimbusOne.
Which transfer options are available in NimbusOne?
✅ From a live session or from your sidebar contacts you can add a participant or transfer the caller with a Blind, Safe or Consultative transfer.
- Blind: hand the caller over immediately. You leave the call and are free for your next task.
- Safe: stay on the call until the other party answers. If the destination does not pick up, the call comes back to you.
- Consultative: speak with the destination first, then connect the caller and drop out. While you are connected to the destination and the caller is on hold, you can merge them into one conversation (ability to swap will be added later).
🔎 Which transfer options work for which destination depends on the target. See the interoperability table below on this page.
Can I transfer a call to a NimbusOne user, a Teams user or an external phone number?
✅ Yes. For NimbusOne users, Teams users and external phone numbers (PSTN), adding a participant as well as blind, safe and consultative transfers are supported.
See NimbusOne Session Transfer for how the individual transfer types behave.
Can I transfer a call to another Nimbus service?
✅ You can transfer a call to a Unify or an Extend service with a Blind or Safe transfer.
❌ Not available: Adding a service as a participant. This is currently hard-imposed by Microsoft limitations.
How can an Extend Workflow transfer a call to a Unify service?
✅ Use the Transfer activity with an External target and the PSTN number of the Unify service, and enable Leave Nimbus.
- Open the Extend Workflow and select the Transfer activity.
- Set Target to External or service and enter the PSTN number of the Unify service.
- Enable Leave Nimbus.
⮑ The call is handed to the Unify service and a new Nimbus Reporting session starts.
☝️ This route may result in double call charges, because the call is routed out of Nimbus and back in. A UPN does not work as the target, even with Leave Nimbus enabled.
Which transfer targets can a Unify Workflow use?
✅Yes, a Unify Workflow can transfer to Unify and Extend services and to Teams users.
Interoperability: Availability by Transfer Path
INC Unify Extend Transfer Interoperability Matrix
As NimbusOne and the Nimbus Unify integration currently in active development, feature parity with Nimbus Extend is the goal. The table below shows which transfers are possible from a source (rows) to a destination (columns), for calls between Nimbus Unify, Nimbus Extend, Microsoft Teams and the phone network.
Legend: ✔️: Supported, available | 🔜: Planned, in development | 🟣Teams feature, not provided by Nimbus. |❌ Not possible | -: not applicable.
| Source / transfer type | NimbusOne user | Teams user | Unify service | Extend service | PSTN | |
|---|---|---|---|---|---|---|
| NimbusOne User (Unify-enabled user) | Add participant | ✔️ | ✔️ | - | - | ✔️ |
| Blind transfer | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Safe transfer | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ | |
| Consultative transfer | ✔️ | ✔️ | 🔜 | 🔜 | ✔️ | |
|
Nimbus User (Extend-enabled user)2 |
Add participant | ❌ | 🟣 | - | - | 🟣 |
| Blind transfer | ❌ | 🟣 | 🔜 | 🟣 | 🟣 | |
| Safe transfer | ❌ | 🟣 | 🔜 | 🟣 | 🟣 | |
| Consultative transfer | ❌ | 🟣 | ❌3 | 🟣 | 🟣 | |
| Unify Service Workflow | Custom Parameter | ❌ | 🔜 | 🔜 | 🔜 | 🔜 |
| PSTN | - | - | - | - | 🔜 | |
| Service | - | - | ✔️ | ✔️ | - | |
| User | ❌ | ✔️ | - | - | - | |
| Extend Service Workflow | Custom Parameter | ❌ | 🟣 | 🔜 | 🟣 | 🟣 |
| External | - | - | ✔️1 | 🟣 | 🟣 | |
| Service | - | - | 🔜 | 🟣 | - | |
| User | ❌ | 🟣 | - | - | - | |
1 Supported with a workaround: use the PSTN number of the Unify service as External target and enable Leave Nimbus. This may result in double call charges.
2 Users which handle calls in Attendant Console or Nimbus Assistant.
3 Currently hard-limited by Microsoft-imposed limitations. Luware are continuing to monitor for further solutions and workarounds.
Known Issues
NimbusOne Known Issues
| Issue | Affected Area / Description | Possible Workarounds |
|---|---|---|
| Not all Workflow Activities are fully supported by Nimbus Unify yet. | When creating new “Unify” Type Workflows, certain Worklfow Activities may not be available in the list (yet). | Refer to NimbusOne Workflows for more details on which activities are supported. |
|
Transfers from Nimbus Extend to a Nimbus Unify service do not complete. Affects:
|
Extend services and agents on Extend services cannot transfer a call to a Unify service, neither by UPN nor by phone number.
Within Unify itself, these limitations do not apply, transfers work as intended.
This is a Microsoft issue, as the receiving service UPN is not correctly identified as a “Service”. Such a transfer can currently be configured, but it fails during the call. |
💡 In Workflows: Transfer to the PSTN number of the Unify service as External target and have “Leave Nimbus” enabled. 💡 During Transfers: Blind-Transfer to a Nimbus Service PSTN and let the user know their case will be treated as “new”. It creates a new Session in the target service and will correctly resolve. ☝️ This route may result in double call charges, because the call is routed out of Nimbus and back in. |
| Modality Support limited to Audio / Video. |
NimbusOne currently handles only Audio/Video Calls. Other Modalities (Email, Instant Messaging, External Tasks). are not supported yet. 💡Support for other modalities is being actively planned for. |
💡Use the baseline Nimbus My Sessions UI to handle other modalities (Email, Instant Messaging, External Tasks).
|
|
Transfers to a NimbusOne user are only possible from NimbusOne. |
Only NimbusOne users can transfer a call to another NimbusOne user. Agents on an Extend service, Extend Workflows and Unify Workflows cannot use a NimbusOne user as transfer target. | 💡 To reach an agent working in NimbusOne, transfer the call to a Unify service the agent is assigned to. |