New Design for Attendant Console
This page describes both Attendant Console 1.0 and the new 2.0 redesign. You can change between designs right within your settings.

đĄ Note: For more recently onboarded Nimbus customers, this choice might be disabled and you will be using the 2.0 design by default.
Attendant Console 2.0
Attendant Console 2.0 - Blind Transfer
The quickest call transfer scenario when using Nimbus is the blind (unattended) call transfer. The starting point of this scenario is a queue with at least one incoming call. Unlike a Safe Transfer the blind transfer removes you from the session and doesn't directly return the call back to you. However, the call might be handled otherwise and you might receive the call from the same caller again.
đ Related concepts: The steps below refer to UI elements and concepts explained on the Attendant Console main page.
Steps
Call accept
â Precondition: An incoming call is shown in the queue.
-
Accept the call.
⎠The call appears in the Active Sessions area and you are connected to the caller. - OPTIONAL: From here on, you can put the caller on hold using the respective controls.Â
⎠Wait music will play while on hold. Alternatively you can of course keep talking to the caller while you carry on with the next step.
Contact search and blind transfer
- Within the contact search, search for a contact or service you want to transfer the call to (e.g. by typing in the name, address, etc.).
đĄ You may want to use filters to narrow down large lists of results.
đ For more information on searchable fields and filters, see section Supported search fields and filters further below. - If you found the contact or service, click the button Blind Transfer.
- If the destination has multiple possible phone targets (e.g. mobile phone, business landline, etc.), you get a target drop-down to choose from:
⎠The call is being forwarded and immediately disappears from Active Sessions.
⎠With the blind transfer scenario, your session ends and you are free to take the next call.
Transfer outcomes
The scenario may unfold as follows:
â Contact accepts the call
- Assuming the call is taken:
- Via call: The calling customer is now directly shown to the contact (blind transfer call recipient). Your contact should now be shown as "BIC" = "Busy In Call" accordingly, verifying a successful transfer.
- Via voicemail: If voicemail is configured for your contact (blind transfer call recipient), the caller should be directly transferred to the caller's voicemail box and hear the corresponding announcement.
 â Contact doesn't respond or rejects
- Any unsuccessful blind transfer will not be returned to you.Â
- The call is marked as failed in the Nimbus reporting model (User Internal Transfer Failed).
After the call
- As soon as you finished the blind transfer, you are free to take the next call.
Notes on Transfers
- Blind transfers will not be returned to you directly, but may be handled otherwise. You might but will not necessarily receive the same customer again.
- A blind transfer that is not taken by a contact or hung up by the caller results in a "failed" task result in the Nimbus Nimbus Reporting Model. If you want to avoid dropped calls, use a Safe Transfer instead.
Supported Search Fields and Filters
INC Supported Search Fields and Filters (AC2.0)
Free Text Search
Prerequisites: The full search functionality only applies if permissions are granted. See Attendant Console 2.0 - Permissions.
Legend
â
Fields are supported by Free Text Search
âLimited by "starts with" logic
âď¸Needs at least 3 characters to start searching
Search within | "All" Tab |
Configured Groups |
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O365 Directory |
Outlook Address Book |
Nimbus Address Books |
Nimbus Services |
Nimbus Address Books |
All Sources |
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Filters
Note: Filters only work if this field is actually used for the contact.
Search within | "All" Tab |
Configured Groups |
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O365 Directory |
Outlook Address Book |
Nimbus Address Books |
Nimbus Services | All Sources |
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Transfer Limitations
INC Transfer Limitation List
đĄIn the following we list all known Transfer limitations, either by design or external circumstances.
Context Handover during Transfers
INC Context Handover Limitations
The Transfer of Custom Context Parameters works within Attendant Console. Currently Supported Scenarios are:
- Attendant - Safe Transfer â To User or Service
- Attendant - Blind Transfer â To User or Service
- Attendant - Consultation Call â Session Transfer not supported.2
Transfer | âŚto User | âŚto Service |
By User on |
â
Call Data + Customer.Custom Fields âŹ/â Custom Context Parameters only if enabled in respective Service Settings. |
â All Call Data + Custom Fields, System Data and |
By Service⌠| â No Context gets transferred.1 |
â All Call Data + Custom Fields, System Data and |
CONTEXT TRANSFER LIMITATIONS
The following Context Transfer limitations are known. We are actively working to improve this in a future update.
- 1 Workflows > âTransferâ Workflow Activity: A Custom Context Transfer from within a Service workflow to any target will not work.
-
2 No Transfer out of Conferences: All MS Teams Conference calls - e.g. those created during Consultation via Attendant - do not support transfers, which also prevents Context Parameters from being handed over.
â If you require Context to be transferred, use Blind Transfer or Safe Transfer scenarios respectively.
Transfers and RONA State
INC Transfers and RONA State
â Note: Only applies if âPersistent RONAâ is enabled via Distribution Service Settings.
-
When the target User is already is in RONA state.
âŽÂ A message will be shown after a transfer attempt is made: âTransfer cannot be started to a User, who is in a Nimbus Taskâ. There will be no User Session for Nimbus Reporting.2 -
When the target User ignores / doesn't answer the transfer (e.g. Timeout), Nimbus will not flag users with RONA state1.
âŽÂ User Session in Nimbus Reporting marked âCancelledâ2 - When the target User actively declines a transfer will also not flag users with RONA state.Â
âŽÂ User Session in Nimbus Reporting marked as âDeclinedâ.2
1đ¤ Why is RONA not applied in this the case? There is no persistent RONA state if User has not been selected by the Nimbus Task Queue and Distribution.Â
2 Depending on the Attendant Console transfer scenario (safe/blind), the call will return to the initial User or be lost. This is not related to RONA behavior.
Transfer to Teams Auto Attendant and Call Queues
INC Transfer to Teams Auto Attendant and Call Queues Limitation
âTransfers towards the UPNs of Teams-native Auto Attendantsâ or Call Queuesâ 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.
Transfer Type | Direct Routing | Calling Plan | Operator Connect |
---|---|---|---|
Attendant - Safe Transfer | đ | â | â |
Attendant - Blind Transfer | â | â | â |
Attendant - Consultation Call | đ | â | â |
Workflow Conversation Handling Activities  > Transfer > âLeave Nimbusâ disabled |
đ | â | â |
Workflow Conversation Handling Activities  > Transfer > âLeave Nimbusâ enabled |
â | â | â |
đ¤ Why are transfers failing? Is there a workaround?
đAnalysis: This is caused by Microsoft Teams limitations on what voice applications (such as Call Queues, Auto Attendants, and Nimbus) are allowed to do. This cannot be circumvented by Nimbus.
đ Workaround: For these transfer types to work, Reverse Number Lookup (RNL) has to be disabled in the Resource Account's Phone Number Assignment. RNL can be disabled by executing the following Teams PowerShell command:
Set-CsPhoneNumberAssignment -PhoneNumber <phone number assigned to the CQ/AA resource account> -ReverseNumberLookup SkipInternalVoip
⎠After disabling RNL for a Phone Number Assignment, Teams will automatically forward the call to the Direct Routing SBC, which then needs to redirect it toward the Resource Account of the Call Queue or Auto Attendant.
Transfer to PSTN Licensing and Limitations
INC Transfer to PSTN Limitation
âOut of the box, Nimbus and related addons can only perform PSTN transfers according to Microsoft's licensing and constraints.
INC PSTN License Check Enforcement Notice
âAhead Notice: Microsoft enforcing PSTN license checks for bot calls
From: https://devblogs.microsoft.com/microsoft365dev/enforcement-of-license-checks-for-pstn-bot-calls/Â
Microsoft has announced changes to PSTN license checks for bots. From the Blog Post of Microsoft:
As part of Microsoftâs feature parity with Teams Phone extensibility, weâre announcing the enforcement of Phone System license checks for Bot-initiated transfers to Teams users. This current gap in our systems will be addressed in June 2025.
Microsoft Teams requires that Teams users behind applications such as queue applications require a phone system license and the user to be Enterprise Voice Enabled. Weâre aligning the Microsoft Graph API with that requirement. Â
What is the change?
Effective June 2025: Teams users will still have the option to transfer calls to other Teams users manually even if they donât have a PSTN phone system license. Bot-initiated transfers and add participant requests to non-phone system enabled users will be blocked. Â
đ¤How does this affect Nimbus? Nimbus uses bots to initiate and monitor (safe) transfers and create call conferences.
â Analysis / Required Action for Tenant Administrators / Service Owners: Â
This change mandates the use of a PSTN License on all Users you either transfer to or start a consultation call with. If Microsoft decides to pull through with this change by June 2025, all Nimbus transfers and consultation calls will be blocked and fail without any possible workaround or error handling.
đ¤Which PSTN license do I need to acquire?
As of 2023, "Microsoft Teams Phone Standard" licenses are no longer supported by Microsoft. Previously, those licenses were viable for Nimbus. Regardless if you are using Direct Routing, Calling Plans, Operator Connect, the "Microsoft Teams Phone Resource Account" license is now always required.Â
Your Setup | Required License |
---|---|
Direct Routing |
"Microsoft Teams Phone Resource Account" Â |
Calling Plan |
"Microsoft Teams Phone Resource Account" + "Microsoft Teams Domestic Calling Plan" or "Microsoft Teams Domestic and International Calling Plan" or "Microsoft Teams Calling Plan pay-as-you-go" + "Communication Credits" (if these aren't already included as part of your plan) |
Operator Connect  |
"Microsoft Teams Phone Resource Account" |
âPlease note that Luware staff cannot give recommendations on which license plan is best suited for your needs. Depending on your scenario, additional Teams App licenses may be required. Exact details are to be discussed with your Microsoft contacts.
đAlso see: https://learn.microsoft.com/en-us/microsoftteams/teams-add-on-licensing/virtual-user
đ¤How does PSTN licensing affect Service and call transfers?
Assuming that the initially called Service has (no) PSTN license assigned - the following scenarios may unfold:
Scenario A - Service A has a PSTN license. Transfers to other Services occur.
⎠The PSTN license carries over throughout transfers to other Nimbus Services B and C.
⎠As the license carries over, a PSTN transfer to an external target is possible from either Service.
Scenario B - Service B has no PSTN license. A Transfer to Service C occurs which has a PSTN license.
⎠The customer skips over Service A and manages to reach Service B instead.
⎠The PSTN license is missing on Service B, so nothing is carried over to Service C.
⎠Even if Service C has its own PSTN license, a PSTN transfer to an external target is not possible.

đLearnings:
- Nimbus will use the PSTN license â and create a (transfer) Session â from the FIRST Service responding to a call.Â
- Regardless of how many internal Service transfers are performed thereafter, the FIRST Service PSTN license remains in effect.Â
- If a PSTN license is missing, the transfer task will fail and be treated accordingly by the System.1
- Even if a Service being transferred towards has a PSTN license, it cannot be added in post, as the Call Session is already ongoing from the first-responding Service.
â For your licensing needs this means: If you require PSTN transfer functionality, you'll need to ensure that this Service is handling all your incoming calls.
- For ONE first-level / Front Desk Service, you'll need a PSTN license for this particular Service.
- For MULTIPLE first-level Services scenario, you'll need PSTN licenses for all first-level Services.
1đ Assumption: Workflow takes the normal âExitâ Announcement route and Service Session will conclude with a âTransfer failedâ outcome. For more details on analyzing your Reporting results, refer to Nimbus Reporting and Static Dimensions > "Service Session Outcomes"
âNote that handling and tracking of running cost for PSTN licenses is outside of the Luware support scope. If you however require assistance in extending and/or configuring your Nimbus Services for PSTN, our support will gladly assist you:
Luware Support Address
 Luware Website | https://luware.com/support/ |
---|---|
Luware Helpdesk | https://helpdesk.luware.cloud |
Cloud Service Status | https://status.luware.cloud/ |
Transfers and Nimbus Reporting Outcomes
INC Transfers and Nimbus Reporting Outcomes
đRule: Last Outcome
 Rule for Nimbus Reporting > Outcomes & Sessions List Task Results: The overall Service Session outcome in a âTransferred-by-user Scenarioâ is set according to the outcome of the last User Session.
Transfer Scenario | User A - Session 1 Outcome | User B - Session 2 Outcome | Expected Service Session Reporting Outcome1 |
---|---|---|---|
User A blind / safe transfers to Internal Destination B, which accepts | Transferred Internally | Accepted | User Internal Transfer Successful |
User A blind3 transfers to Internal Destination B, which does not respond (ignore) | Internal Transfer Failed | Cancelled | User Internal Transfer Failed |
User A safe4 transfers to Internal Destination B, which rejects, Customer terminates afterwards. | Accepted | Declined | User Accepted |
User A transfers to Destination B Voicemail 2,5 directly | Transferred Internally | None, as no User Session is created for user B.2 | User Internal Transfer Successful |
1 See Nimbus Reporting Model > Â Static Dimensions > âUser Session Outcomesâ
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 Blind Transfer behavior: When the destination doesn't accept â and has Voicemail or any other forwarding activity enabled â the transfer will not reach Voicemail nor the forwarding target. This is expected Contact center behavior and avoids the loss of calls.
4 Safe Transfer / Voicemail behavior: 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.Â
5 Disabled Voicemail: Nimbus cannot check ahead if voicemail is enabled for a user, but the âTransfer to Voicemailâ UI element is always shown. Also refer to the âTransfer to disabled Voicemailâ limitations.
Transfers to disabled Voicemail
INC Voicemail Limitations
âKNOWN 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.Â

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.
Attendant Console 1.0
The quickest scenario when using Nimbus is the blind (unattended) call transfer. The starting point of this scenario is a queue with at least one incoming call getting assigned via the Stratus queue distribution system.
The Steps below refer to UI areas and concepts explained on the Attendant Console main page.
Steps
Call Accept
â Precondition: Caller is shown within the Incoming Call Queue. Once assigned to you the call is shown as "Incoming" in the Conversation Controls and your Teams Client is be showing the "ringing" call popup.
You accept the call.Â
â The caller is transferred to your Conversation Controls, shown as "Active" Â
â You are now connected to the caller. Â
â The "Attendant State " widget in the User Interface area shifts to "Working " / "Conversation Active" to signal that you are handling a call for your service team.
đĄ From here on you may put the caller on hold or end the call using the controls in the Conversation Hub.
Contact Search
Within the Contact Search you can now search for a contact by typing any identifying element (clear name, SIP-address, telephone number).Â
đĄ Use common constructs in the search such as @domain to find multiple fitting results.Â
đĄ You can also type a E.164 standard telephone number in the search box (+ country code) (subscriber number) to forward to that targetÂ
đĄ You may want to use filters to narrow down large lists of results.
Quick Actions - Blind Transfer
- Select a contact entry and click "Blind Transfer" within the Quick Actions to forward the call.
- Select an available transfer destination. You can pick a transfer destination in the pop-up (UPN, Voicemail, PSTN numbers)Â
â You will end the session with a blind transfer. The scenario may unfold as follows:
 Contact accepts the call
- Your contact will be called (ringing) directly.
- Assuming the call is taken:
-
... via call: The calling customer is now directly shown to the blind transfer call recipient. Your contact should now be shown as "BIC" = "Busy In Call" accordingly, verifying a successful transfer. Â
-
... via call: The calling customer is now directly shown to the blind transfer call recipient. Your contact should now be shown as "BIC" = "Busy In Call" accordingly, verifying a successful transfer. Â
- ... via voicemail: if voicemail is configured for your recipient, your caller should be directly transferred to the caller's voicemail box and hear the corresponding announcement. No further action is required on your behalf.
- The caller is removed from your Conversation Hub and you are ready to take the next call.
 Contact doesn't respond or rejects
- Any unsuccessful blind transfer will not be returned to you.Â
- The call is marked as failed in the reporting model. ( User Internal Transfer Failed )
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). â We highly recommend using this feature only in case voicemail is enabled for the Microsoft Teams user.
After the Call
- As soon as you finished the blind transfer the attendant "Attendant State " in the top area of the User Interface shifts back to "Active" (green)" Â
- You're free to take on the next call â Step 1.
Notes on Call Transfers
- Blind transfers will not be returned to you directly, but may be handled otherwise. You will not necessarily receive the same customer again.
- A Blind Transfer that is not taken or hung up by the customer results in a "failed" task in the Nimbus reporting model.
Limitations
TRANSFER TO PSTN LIMITATION
Out-of-the-box, Nimbus and affiliated addons can only perform PSTN transfers according to Microsoft's licensing and constraints.
Which PSTN license do I need to acquire?
As a tenant administrator you need to acquire the following licenses and assign them to the application instance of the respective Nimbus SOURCE service (team) that will act as PSTN transferor:
Your Setup | Required License |
---|---|
Direct Routing | "Microsoft Teams Phone Resource Account" |
Calling Plan |
"Microsoft Teams Phone Resource Account" + "Microsoft Teams Domestic Calling Plan" or "Microsoft Teams Domestic and International Calling Plan" or "Microsoft Teams Calling Plan pay-as-you-go"+ "Communication Credits" (if these aren't already included as part of your plan) |
Operator Connect | "Microsoft Teams Phone Resource Account" |
â As of 2023 "Microsoft Teams Phone Standard" licences are no longer supported by Microsoft. Previously those licenses were viable for Nimbus. â Regardless if you are using Direct Routing, Calling Plans, Operator Connect - the "Microsoft Teams Phone Resource Account" license is now always required. â Please note that Luware staff cannot make recommendations on which license plan is best suited for your needs. Depending on your scenario, additional Teams App licenses may be required. Exact details are to be discussed with your Microsoft contacts. đ Also see: https://learn.microsoft.com/en-us/microsoftteams/teams-add-on-licensing/virtual-user |
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:
![]() Â |
LEARNINGS
Â
|
â 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:
Website | https://luware.com/support/ |
---|---|
Helpdesk | https://helpdesk.luware.cloud |
Service Status | https://status.luware.cloud/ |
đ Refer to the external reference: Microsoft Teams PSTN connectivity options and Microsoft Teams add-on licenses.