The Transfer of Custom Context Parameters works within Attendant Console. Currently Supported Scenarios are:

• Attendant - Safe Transfer → To User or Service (note that restrictions apply³) 
• Attendant - Blind Transfer → To User or Service (note that restrictions apply³) 
• Attendant - Consultation Call → Session Transfer not supported.²

✅ Only applies if RONA is enabled via Distribution Service Settings.

• When the target User is already is in RONA state.
  ⮑ A message will be shown: “Transfer cannot be started to a User, who is in a Nimbus Task”. There will be no User Session.
• When the target User ignores / doesn't answer the transfer (e.g. Timeout), Nimbus will not flag users with RONA state, as the Nimbus User was not initially selected by the Nimbus Task Queue and Distribution system.
  ⮑ User Session in Nimbus Reporting marked “Cancelled”
• When the target User actively declines a transfer will also not flag users with RONA state. 
  ⮑ User Session in Nimbus Reporting marked as “Declined”.

🤔 Why is RONA not applied in this the case? In a normal scenario, Nimbus selects Users via Task Queue and Distribution system, flagging them accordingly. Manual targeting will not cause RONA, as it could prevent Users 

⮑ Regardless of either Ignore / Decline scenario:  Depending on the transfer type (safe/blind), the call will return to the initial Nimbus / Attendant User or be lost.

☝Transfers towards the UPNs of Teams-native Auto Attendants’ or Call Queues’ Resource Accounts will fail. Based on the PSTN connectivity option used, transfers towards the Resource Accounts' assigned phone numbers will work as summarized in the table below.

Set-CsPhoneNumberAssignment -PhoneNumber <phone number assigned to the CQ/AA resource account> -ReverseNumberLookup SkipInternalVoip

☝Out of the box, Nimbus and related addons can only perform PSTN transfers according to Microsoft's licensing and constraints.

🤔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…and so on.

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 treated accordingly by the system (e.g. workflow exit announcement, reporting "transfer failed" outcome).

 

 

☝Note that handling and tracking of running cost for PSTN licenses is outside of the Luware support scope. If you require assistance in extending and/or configuring your Nimbus services for PSTN, our support will gladly assist you:

¹ See Nimbus Reporting Model >  Static Dimensions > “User Session Outcomes”

² Voicemail and Reporting: Any direct "Transfer to Voicemail" Actions via Attendant Console are not creating a new User Session or any related User State checks for the Nimbus Reporting Model.

³ Automatic Voicemail prevention: When the destination doesn't accept - and has Voicemail enabled - the transfer will NOT reach the Voicemail. → This is expected Contact Center behavior to avoid a potential call loss. 

⁴ Disabled Voicemail: Refer to the “Transfer to disabled Voicemail” limitation below.

☝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 part of a 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.