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Availability-based Routing

Availability-based Routing

Description

Allows to route the call based on overall Service availability, considering MS Teams Presence – and in extension the Nimbus User State of all relevant Service Users.
Required Predecessor None - can work even without accepting a call (e.g. to check ahead, then Accept, Transfer or Disconnect immediately)
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description
Service

Allows to select the target Service (within your tenant) for which the availability check and routing is performed for.

💡Usage notes: 

  • Leaving this at "Current Service" will dynamically check the status of the Service currently using this workflow. This allows for multiple Services to re-use this same workflow with an "Availability-based Routing" step necessary adaptions.
  • You can also use this workflow step multiple times within the same workflow check on different Services simultaneously, e.g. to achieve an availability-based escalation and routing routine.
Current Availability                  
(Exit conditions)

The activity has 3 exits based on the current overall team status (look-ahead). The availability depends on the User assignment type of your Service.

🤔 How can I determine the User Assignment Type?

Each Nimbus Service can be of a different User Assignment Type that determines how Users are associated to this Service:

  • MS Teams-based: Directly tied to the Team itself in MS Teams, determined during Service Provisioning. Users get automatically added and synced to a Nimbus Service.
  • Skill-based: Applies for manually created Services via Nimbus Service Administration. Requires skill-assignment to Users you manually assign to the Service from within your Tenant directory.
  • Direct Call Handling: A service tied to one user with underlying Resource Account account and assigned phone number. Call Forwarding Rules can be defined via Direct Call User Settings or the User's personal Preferences (Portal). Can optionally transfer to individual “Direct Call Handling” type Workflows.
  • None: Primarily used for IVR or first-level redirection Services. This Service has no Users and is therefore primarily configured by any Administrator.

☝ Important to know: The User Assignment Type setting is fixated when a Service was either provisioned via MS Teams or manually created via Service Administration, e.g. either for Customer IVR or User skill-based task distribution purposes. A switch between MS Teams-based and Skill-based Services is not possible due to how individual Users are configured and how related Nimbus Features operate.

 

Team owners can access Distribution Service Settings and inspect the "User Assignment Type". 

 
 

Availability, as signaled in Nimbus … for MS Teams-based services … for skill-based Services
No One Available All users are inactive in Nimbus – or active in but "offline" in MS Teams.

No users are online in MS Teams or available within the Service's Distribution Policy requirement.

 
In Time Available All active users are not available “in time”, e.g. "DND/Away/Busy" or handling another Nimbus task. No users in the 1st Distribution Policy level are available, but User in the following distribution levels are available or become available “in time”, e.g. “DND/Away/Busy" or handling another Nimbus task.
Directly Available At least 1 user is available (MS Teams presence set "available") and also set to "Active" in Nimbus.

At least one user in the 1st Distribution Policy is available and ready to take a task.

 
🔍Design Notes … for MS Teams-based services … for skill-based Services
Nimbus UI controls

The "Active" toggle in the Nimbus UI determines user participation per service (team).

Active toggle

In addition to the “Active” toggle, MS Teams presence-related settings also affect availability. → See note below.

The Duty States selector determines participation for all skill-based services simultaneously.

Duty State selection

In addition to the “Active” toggle, MS Teams presence-related settings also affect availability. → See note below.
MS Teams presence-related service settings

You can adjust Distribution Service Settings to include / exclude users from the availability count, based on their MS Teams presence.

Adjusting Teams presence distribution behavior in the Service Settings tab

🔍Visit User States for a full explanation on how MS-Teams presence relates to other Nimbus task-distribution factors.
 
 

Audio / Video

Current Availability               
(Exit conditions)

Precondition: Task Parallelization is enabled for at least 1 user in the Service. 

 

With preconditions met, the Service availability changes as follows:

Service Availability (Exit condition) MS Teams-based Service Skill-based Service
In Time Available
  • All conditions from “Common Properties” apply 
    AND
  • …also shown when a User has max number of tasks assigned and they are all Parked.
Directly Available
  • All conditions from “Common Properties” apply 
    AND
  • …also shown when a User has a Parked task and still has the capacity to handle a new Audio/Video task.

 

 
 

Instant Messaging

Current Availability                  
(Exit conditions)

Precondition: Task Parallelization is enabled for at least 1 user in the Service. 

 

With preconditions met, the Service availability changes as follows:

Service Availability (Exit condition) MS Teams-based Service Skill-based Service
In Time Available
  • All conditions from “Common Properties” apply 
    AND
  • …also shown when a User has at at least one task Parked.
 
 

Email

Current Availability                  
(Exit conditions)

Precondition: Task Parallelization is enabled for at least 1 user in the Service. 

 

With preconditions met, the Service availability changes as follows:

Service Availability (Exit condition) MS Teams-based Service Skill-based Service
In Time Available
  • All conditions from “Common Properties” apply 
    AND
  • …also shown when a User has at at least one task Parked.
 
 

External Task

Current Availability                  
(Exit conditions)

Precondition: Task Parallelization is enabled for at least 1 user in the Service. 

 

With preconditions met, the Service availability changes as follows:

Service Availability (Exit condition) MS Teams-based Service Skill-based Service
In Time Available
  • All conditions from “Common Properties” apply 
    AND
  • …also shown when a User has at at least one task Parked.
 
 
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