Improvements and New Features: Service Session Detail Pop, Blind Transfer Button & Emergency Routing

A new release will be installed in our production environment this week. Here’s a preview of what you can expect from the release.

New functions:

  • Service Session Detail Pop Up
  • Blind Transfer Button in Nimbus Assistant
  • Emergency Routing setting in services

Service Session Detail Pop Up

This feature is useful for supervisors or admins who need to investigate a customer complaint or monitor the quality of a service.

If you want to review the details of a completed service session, you can now access a new pop-up window from the Luware Nimbus Historical Sessions page.

The Service Session Detail pop-up provides a comprehensive overview of a specific service session within Luware Nimbus. It allows you to quickly access key information, including:

  • Session Timeframe: View the exact start and end time of the session, along with its total duration.
  • Participants: Easily identify all participants involved in the session, including both users and support representatives.
  • User Sessions: Gain insights into individual user interactions during the session.
  • Session Outcome: Understand the final resolution or status of the session.
  • Codes and Tags: Access any relevant codes or tags associated with the session for further analysis.

How to Access the Service Session Detail Pop-up

  1. Navigate to the Luware Nimbus Historical Sessions page.
  2. Locate the desired service session from the list.
  3. Click the new icon next to the selected session.

A pop-up window will appear, displaying all the detailed information mentioned above.

Blind Transfer Button in Luware Nimbus Assistant

The new Luware Nimbus release empowers you to perform blind transfers directly within the Luware Nimbus Assistant, without switching to the Attendant Console.

A blind transfer connects a caller to another person or service without contacting the recipient first. This is ideal for situations where you know exactly who can assist the caller and immediate connection is necessary.

How to Use Blind Transfer

  • Active Call Required: Ensure you have an active call in the Luware Nimbus Assistant.
  • Locate the Blind Transfer Button: Look for the new “blind transfer” icon within the Luware Nimbus Assistant interface.
  • Specify the Destination: Enter the phone number, name, or service you want to transfer the call to.
  • Transfer Initiated: Once confirmed, the call will be immediately transferred, and you’ll be disconnected.

Important Note: With blind transfers, you cannot reconnect with the caller if the transfer fails or the recipient is unavailable.

For scenarios requiring confirmation or pre-transfer communication, you need to use the Attendant Console for a consultative transfer. This allows you to speak to the recipient before connecting the caller and provides the option to return to the caller if necessary.

You do not need to install a new version of the Luware Nimbus Assistant.

Emergency Routing

One of the new Luware Nimbus features is the emergency routing functionality, which is part of a complete failover strategy.

Emergency routing is a useful and reliable way to handle unexpected situations and provide a seamless experience for your callers. It is recommended that you set up the emergency routing functionality for all your services. By doing so, you can avoid losing calls or customers due to technical issues or failures.

Imagine a scenario where Luware Nimbus requires maintenance, hindering its ability to handle calls. With emergency routing pre-configured, your services can seamlessly forward all incoming calls to a designated backup:

  • PSTN Number: Route calls to a traditional phone line
  • UPN of Another Service: Redirect calls to an alternative service within your environment

By ensuring calls reach their intended recipients, emergency routing prevents disruptions and maintains a positive experience for your callers.

How to Enable Emergency Routing

  1. Access the Service Settings page within the Luware Nimbus Administration Portal.
  2. Locate each service you wish to configure and activate the emergency routing.
  3. Specify the desired backup destination: Enter the PSTN number or the UPN of the alternative service.

Limitations

With this release, we introduce two limitations in two areas:

  • Non-personal dashboards
  • Address book entries within the Attendant Console

Limitations for Dashboards Widgets

To maintain the smooth performance and scalability of the Luware Nimbus platform for everyone, non-personal dashboards have limitations on the number of distinct users and services that can be displayed.

  • User Filter Limit: You can select a maximum of 200 distinct users when creating or editing a non-personal dashboard.
  • Service Filter Limit: You can select a maximum of 200 distinct services when creating or editing a non-personal dashboard.

Limitations for Address Book Entries

We’re introducing limitations on address book entry size and individual address elements within the Luware Nimbus Attendant Console. This ensures continued performance and reliability for all users.

What’s changing?

Individual Address Field Limits: All address fields will have character limits like:

  • First name: 64 characters,
  • Last name: 64 characters,
  • Display name: 256 characters,
  • Company: 64 characters,
  • Department: 64 characters,
  • Job title: 128 characters,
  • UPN: 128 characters

Please refer to the Knowledge Base for further information.

If you attempt to add or edit an entry exceeding these limits, you’ll receive an error message. Additionally, saving or syncing entries via Power Automate will be unsuccessful.

Smaller Improvements and Fixes

  • Improved scrolling behavior in the Skills Tab in the Luware Admin portal (User Configuration)
  • Add Unified Session to OData
  • Adjusted the height of the Codes and Tags widget on My Sessions Page
  • Improved processing of DTMF tones

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