The Direct Call tab configures Direct Call Handling specifics for one user, manages the dedicated Resource Account and phone number, and sets up the forwarding rules Nimbus applies to calls reaching that number.
The tab has two sections covered in the chapters below:
-
Setup - Configuration of the Resource Account and Phone Number, as well as the Service that gets created for this User.
→ See Preconditions of Direct Call Handling for more details. - Forwarding - The general call forwarding rules that should apply for the service of that user (e.g based on time, MS Teams presence).
✅ PRECONDITIONS
- This tab appears once Direct Call Handling add-on licenses are distributed to the user.
🔎 The underlying Microsoft 365 licensing, Resource Account, and Nimbus license quota requirements are covered in full on Direct Call Handling.
Setup
This section manages Direct Call Handling Service details, manages the Resource Account that carries their personal number.
| Property | Description |
|---|---|
| Resource Account | The Teams Resource Account dedicated to this user. Enter an existing account or let Nimbus generate one, then run the provisioning script to telephony-enable it and move the user's number onto it. |
| Phone number | The Resource Account's assigned PSTN number. Read-only; populated once provisioning completes. |
✅ Running the Provisioning Script after changes
To apply or enable any Resource Account or phone number changes, run the Nimbus provisioning script (downloadable from User Preferences (Admin) > Resources > Tools) to telephony-enable the Resource Account, move the number, and configure call forwarding on the Microsoft side.
⮑ This action enables Direct Call Handling for the user. Any forwarding rules also take effect.
Account actions:
-
Verify: Checks that the user's licensing, Resource Account, and Direct Call service are all in a healthy state. Re-creates or reactivates the user's Direct Call service if Verify reports a problem Nimbus can fix on its own.
💡 Safe to run anytime. - Transfer: Opens a pop-up, allowing to transfer both the direct call service and resource account to another user.
- Remove: This removes the resource account and disables Direct Call Handling for this user.
☝️ Important: Transfer and Remove only free up the Ressource Account assignment. The Direct Call Handling License from the General User Settings needs to be removed manually and / or re-applied to the target user.
Forwarding
The Forwarding section holds the user's ordered rule list. Nimbus evaluates the list top to bottom and applies the first matching rule; a call that matches none of the rules reaches the user directly.
Forwarding Rules
| Property | Description |
|---|---|
| Call forwarding |
|
With “Add Rule" you can define rules that are executed in order. Available actions for a rule are as follows:
| Target Action | What Happens |
|---|---|
| Specific User | Delivered to the user. Also the default when no rule matches. |
| Voicemail | Goes to the user's personal Teams voicemail. ☝️ Note: There is no lookahead function to see if Voicemail is actually enabled for the user. The call might get lost. |
| Phone (PSTN) | Transferred to an external phone number. |
| Service |
Target, based on the User's OU. Transfers can be made to either:
|
| Run a workflow | Runs the workflow selected from the list, for handling beyond the built-in actions. |
🔍 Note: Self-service for the user
A user can configure the same rule list themselves under Direct Call Management in their User Preferences (Portal), provided an administrator has not turned this off via the "Allow user to edit their own Direct Call preferences" toggle on Extensions Service Settings. Changes made on either side update the same rule list, last save taking effect.