Consultation Call for the Attendant Console

It’s finally there: The Consultative Transfer. Receptionists and attendants can now fully utilize the Consultative Transfer feature in the Luware Nimbus Attendant Console with a sleek user experience.

Consultation call or consultative transfer – what is that?

A receptionist or attendant (let’s call her Rachel) acts like a barrier for your company: to guard your employees from distractions and to only forward calls that are relevant. Rachel gets a lot of callers who want to talk to her colleague Peter – many of which are scam, sales calls, or sometimes just not at the right time. This time, Rachel has Alice on the phone and her reason to reach out to Peter seems legit. Rachel still wants to check with Peter to ensure he is willing to take the call. For this, she needs a consultative transfer: Rachel puts Alice on hold while she starts another call with Peter – and once she has confirmed with him, she will transfer Alice to Peter.

It’s finally in the Luware Nimbus Attendant Console

We (our customers, partners, and we at Luware ourselves) have been waiting for a proper consultative transfer longingly. And with the update on December 16, it is now finally in our Attendant Console! Rachel can now put Alice on hold, and while Alice enjoys some waiting music Rachel can consult with Peter. She can then …

  • transfer Alice to Peter. Rachel is instantly freed up for further calls.
  • merge the two calls with all three participants. As long as two participants remain in the conversion, the Microsoft Teams session persists.
  • terminate the call with Peter. Alice stays on hold until Rachel resumes the call.

 

Our Attendant Console now comes with a user-friendly consultation call

Workarounds are better than nothing

But wasn’t that possible before in the Luware Nimbus Attendant Console? Yes, it was. But it was a workaround with a mediocre user experience. This was the best we could do with what technology allowed us at the time. To develop features for Luware Nimbus, we depend on Microsoft to release APIs that allow us to use Microsoft Teams functionality. As we are closely collaborating with Microsoft, we get access to preliminary APIs that allow us to develop in parallel with Microsoft. Once Microsoft publicly publishes their APIs, we can promptly publish features utilizing them. And this is why the consultation call is now already available in our Attendant Console, shortly after the release of the APIs.

Discover our Attendant Console