Steps
During an ongoing call in Attendant Console, you have the possibility to park a call. While parking a call, the caller can't hear you and is listening to wait music instead. You will be free in MS Teams to take other calls in the meantime, but stay “Not available” for any other Nimbus tasks.
🔎 Related concepts: The steps below refer to UI elements and concepts explained on the Attendant Console main page. Note that steps below describe a typical Audio/Video call behavior, but some Parking concepts (UI buttons and behaviors) also apply for handling External Tasks – e.g. a Task without any Customer or MS Teams interaction being necessary.
Park Call
The scenario is handled as follows:
✅ Precondition: Behavior applies for Audio/Video calls only. Starting point: an incoming call is shown in the queue.
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Accept the incoming call.
⮑ The call is shown in “Active Sessions” - To park the call, click the Park button:
- The following results will occur:
⮑ Wait music will play for the Caller while parked.
⮑ You and the Caller cannot hear each other anymore.
⮑ The call is shown in “Parked Sessions” and the card shown with grey border.
⮑ A separate “Parked” timer starts counting.
⮑ You are removed from the MS Teams call. - Within your MS Teams you can now engage in (non-Nimbus) related calls.
Unpark Call
- To unpark the call, click the Unpark button.
- The following results will occur:
⮑ You will get an incoming invitation in MS Teams which you should accept to rejoin the call
⮑ The waiting music is stopped for the Caller.
⮑ Your session with the Caller is resumed.
⮑ You and the Caller can hear and talk to each other again.
Hanging up on an “on-Park” Caller
You can also directly hang up on (end) an existing parked call. This will immediately free you up to take the next Nimbus task.
☝Before using "Hangup":
- Note that a red button warning color signals that in this case the Caller is affected directly.
- The Caller will not get any prior notification - the wait music and call just ends for them.
Known Limitations
INC Call Parking Limitations
KNOWN PARKING LIMITATIONS
- With Task Parallelization enabled, two simultaneous tasks are allowed in parallel at any time. Nimbus development is working to improve this limit with future updates.
- When a task is already parked, only an Audio/Video task can be taken in parallel.
DESIGN NOTES (not limitations)
Nimbus UI related:
- Call On Behalf and “Pickup” Task Queue and Distribution restrictions: While a user has reached the maximum number of parked sessions, the “Call on Behalf” and “Pickup” buttons on the UI will be disabled to adhere to the task limit.
- After-Call Work (ACW) is disabled for the user whenever Task Parallelization is enabled. This is to prevent conflicts and non-transparent timing constraints between parallel tasks.
- While being “Parked”, External Tasks cannot be removed via Nimbus Power Automate Connector nor Personal Dashboards. This is intentional design as the task is considered as currently being handled within Nimbus.
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Nimbus Assistant will reflect the (parked) session in a simplified manner. When Task Parallelization is enabled, “Parked" sessions will be shown with a link to My Sessions where unparking and detail work is done. When Task Parallelization is disabled, a simplified “In a call / On Hold” status will be shown.
💡Rationale: Nimbus Assistant will remain an intentionally designed side-view app to notify about pending tasks. It is not purpose-build for full on task management, which is why My Sessions and Attendant Console are created to display handle tasks in parallel, with specific modality needs in mind.
MS Teams limitations (won't fix)
- While being Busy in a call / DND / Offline in MS Teams, users can still unpark existing sessions. Nimbus won't introduce any validation here, leaving it up to users to decide to unpark being in another task.
- While handling Instant Messages and External Tasks, states may not be correctly updated in the UI.
💡Rationale: Nimbus has no active control over MS Teams and cannot prevent a user from working on IM and EXT, even while the task is parked in the UI. When a user switches between two different chats in Teams without using the UI, Nimbus will not learn about this.
☝→ Users should use the Nimbus Portal UI to ensure tasks are parked / put on hold / resumed properly.