Parameters allow service administrators to store CRM information or caller DTMF input in a custom variable. Parameters can then be used in Workflows, e.g. to store customer or CRM system inputs and route a call accordingly.

Creation of a custom parameter

Adding Parameters

1. To add a new parameter, open "Configuration" > "Service" > "Parameters".
2. Click on “ Create ”
3. Specify details for your parameter:

4. Save your Parameter.

Using Parameters

Parameters can be used in the following areas:

Below are some examples for each area.

In Workflows

In your workflow you can update a parameter with the "Collect Information" activity, e.g. to collect a DTMF input from your callers. The input can then be evaluated with the "Check Parameter" activity, e.g. to route a call or play an announcement based on a regular expression evaluation.

Parameters handled in a workflow

In Voices Messages

As part of the workflows, "Voice Message" a previously filled custom parameter can be part of a dynamic message.

"Voice Message" activity with a dynamic custom parameter

In Power Automate

 You can also use your custom parameters in a Power Automate flow:

• The Nimbus connector will update the parameter during Trigger Events.
• The flow action "UpdateTask" allows to use custom parameter in the following form:

CODE
CustomContextParameter.<ID>

... with <ID> to be replaced by the unique ID when you created the parameter (→ see above "Adding Parameters").

💡 The Workflow activity "Collect Information" will update only the custom parameter, not cause a complete refresh of all parameters as a Trigger Event would-

In Context URLs

 When creating Conversation Context to open alongside a call, custom parameters can be used for form part of an URL.

Context URL with dynamic custom parameter parts

Example: Parameter Lifecycle

Let's explore the lifecycle and possibilities with custom parameters in an example:

• As soon as a caller session is started in Nimbus, the Custom Context Parameter object is created and holds the list of all customer context parameters for the related Organization Unit.
• If you leave the "Default Value" of your Parameter empty, it is also initialized with a null value in Nimbus.
• We can use the "Collect Information" workflow activity to set the value of a Custom Context Parameter.
• We can use the "Parameter Updated" Trigger Event within a Power Automate Flow to react to the update event generated by the "Collect Information" workflow activity and use the value in a flow.
• The fields " UpdatedParameterName " and " UpdatedParameterValue " hold the name and value of the active " Parameter Updated " trigger event.
• We can also use the Power Automate Action " UpdateTask " t o set or update the value of a Custom Context Parameter.

 For our service "Sales Demo CH" we created five parameters:

Custom Parameter JSON

In Power Automate, the json structure of the data object holds all five custom context parameters and their current values.

💡 " UpdatedParameterName " indicates which one has been updated in the last " Parameter Updated " Trigger Event

 JSON
 
 "CustomContextParameters": {
 "Survey": "2",
 "ClientId": "5638872",
 "IsOnBlacklist": "false",
 "PreferedAgent": "SIP:dave@company.com",
 "IsVIP": "false"
 },
 "UpdatedParameterName": "Survey",
 "UpdatedParameterValue": "2"
}

Read our related Use Case - Storing external CRM data in custom parameters to learn more on this topic.

Related Information