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) can also apply for any modality, including Email, Instant Messaging or External Task – which may be handled in My Sessions or outside of Nimbus.
Park Call
✅ Example start condition: An Audio/Video call is incoming, shown in the queue.
The scenario is handled as follows:
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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. -
✅Optional Condition: When Task Parallelization is enabled in your General User Settings:
💡⮑While this feature is enabled: You may now take another Nimbus call while having the first one parked. Note that only one task can be “actively” handled at a time. You need to park this task first in order to resume working on the other.
💡⮑ Note: After-Call Work (ACW) will be disabled for your user account while Task Parallelization is enabled. -
At any time while parking a task:
- Within your MS Teams you can now engage in (non-Nimbus) related calls. Nimbus-related Service KPIs are paused.
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
We are actively working on further improvements for the following items:
- With Task Parallelization enabled, four (4) simultaneous tasks are allowed in parallel at any time. Nimbus development plans to actively increase this limit, ensuring that the UI is capable to handle more tasks in parallel.
- Audio/Video modality only: While being at the maximum limit of parked tasks a user is still shown as “Available” in MS Teams, leading to the assumption that they can receive further calls. Nimbus will not distribute any tasks, but any incoming (blind / safe) transfers to those users will not succeed.
🔎DESIGN NOTES
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. Note that this does not apply for active Audio/Video tasks - if an active (non-parked) call is terminated, the ACW will start.
- 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 actively handled.
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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.
General technical limitations (wont fix):
- While being Busy in a call / DND / Offline in MS Teams, users can still unpark existing sessions. However, MS Teams may then not send an invite back into the (call) session. → Nimbus won't introduce any validation here, leaving it up to users to decide when to unpark.
- While handling Instant Messages and External Tasks, MS Teams presence is not updated, but Nimbus tasks are active.
💡Rationale:- Nimbus has no active control over MS Teams presence (read only) and cannot prevent a user from working on IM and EXT, even while the tasks are parked in the UI.
- Also, when a user switches between two different chats or external tasks outside the My Sessions or Attendant Console UI, Nimbus will not automatically learn about this task update.
☝General recommendation: Instruct users to use the Nimbus Portal UI to ensure tasks are parked / put on hold / resumed properly, e.g. to reflect correct reporting on connected time for each parallel task.