Conversation Handling Activities

This page lists all Workflow activities that relate to customer interaction, e.g. by informing the customer via text message, resource audio files, receiving input via IVR, storage of data in Parameters, or transferring an existing interaction.

💡Note that activities below are listed in alphabetical order, which is not necessarily the order of their intended use.

 

Accept

Accept

Accept

Description Accepts an incoming task (of any modality) and establishes the corresponding communication channel between caller and user.
Required Predecessor

☝ This activity is essential and cannot be disabled. 

  • MUST be connected to the Start node to form a valid workflow.
  • Required in a workflow to ensure proper service session tracking, Task Queue and Distribution and reporting.
  • Used in conjunction with a “Disconnect” activity to form the opening and closing brackets of a workflow.
 
License
Advanced Routing Enterprise Routing Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description
None

Controls when your task will be marked as “Accepted by System” in the reporting session, both for Nimbus Reporting Model and KPI evaluation purposes. 

 

🔎 This activity is part of the Trigger Events in the Nimbus Power Automate Connector.

 
 

Audio / Video

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Instant Messaging

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Email

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

External Task

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Announcement

Announcement

Announcement

Description

Plays a defined resource or text to the caller. Can generate text to speech "on-the-fly".

INC Fair Use Disclaimer

🤝 This feature uses runtime resources under a fair-use policy. Luware may change the usage limit or contact customers that exceed the general usage quota.

Required Predecessor Accept
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description
Announcement Type
  • Text-to-Speech (with Language Select & Text Field)
  • Audio Resources.

🔍 Audio resources can be added via Configuration > Resources .

Add Parameters            
( Toggle )

Will allow the use of Custom Parameters and System Fields and Parameters in the "Prompt Text" Field. 

💡 Note that with this option enabled the will "Preplay" feature is disabled as paramaters are dynamically resolved during a call.

Prompt Language Allows to select the locale / voice to use when using the Text-to-Speech engine.
Prompt Text

✅ Only shown when Announcement Type = Text to Speech is selected. 

  • Allows you to add text to the box that will be read in the prompt language / locale.
  • The announcement can be a mixture of text and Custom Parameters and System Fields and Parameters
  • Announcements will be generated on-the-fly and cached if continously re-used.

USAGE AND LUWARE FAIR USE POLICY

This activity has a dynamic character limit for the Text-To-Speech engine.

The final resolved parameter values – not the name of your Parameters – count towards this character limit. Keep this in mind when parameters are very long (e.g. a customer with multiple surnames).

The limit is shown in the info-tooltip below the text field as you enable the "Add Parameters" field. 

☝ Note: When the limit is exceeded, this activity will be skipped. → We recommend splitting the important information (e.g. parameters) into separate "Announcement" activities with short sentences each to avoid a skip.

 
 
 

Audio / Video

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Collect Information

Collect Information

Collect Information

Description Allows to store DTMF inputs in Parameters, exiting based on whether or not an input was received. The parameter can also be used in other areas and verified via the "Check Parameter" activity.
Required Predecessor Accept
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties

Description

Prompt Type
  • Text-to-Speech (with Language Select & Text Field)
  • Audio Resources.

🔍 Audio resources can be added via Configuration > Resources 

Prompt Language Allows to select the locale / voice to use when using the Text-to-Speech engine.
Prompt Text

✅ Only shown when "Prompt Type" = Text to Speech is selected. 

Allows you to add text that will be read in the prompt language / locale.

Input during announcement             
( barge in )

Defines when the caller is allowed to enter input:

  • if true - from the moment when the main prompt was started
  • if false - after the main prompt was fully played 

💡 When enabled, the "Time to complete started input" timer starts immediately upon first input. Any prompts at this point are stopped.

Parameter To Save

Required: To be visible in this selection menu at least one Custom Parameter must be defined and made available to your service or tenant-wide via Organization Unit configuration.

 

Parameters can be used in the following areas:

Area
Usage within
Workflows

Workflow Activities

  • "Voice Message" 
  • "Input customer" 
  • "Collect Information
  • "Check Parameter"
Microsoft Power Automate Connector

Action "UpdateTask"

  • CustomContextParameter.<ID>

🔎 This activity also causes a “Parameter Updated” Trigger Event.

Conversation Context

As part of a context URL:

  • $(CustomContextParameters.<ID>)
Extension Service Settings

My Sessions UI customization:

  • "Session Details" widget
Input Timeout             
hh:mm:ss             

 

Defines the maximum time in which a caller can enter and complete the input:

  • default: 00:01:00,
  • min 00:00:03
  • max 02:00:00
  • If the time is reached and the caller didn't enter anything, the "No Input" exit is taken and nothing will be saved in the parameter as value.
  • The default parameter value - or in case of a loop - previous value entries will be kept unchanged when no entry is made.
Max DTMF Digits             
(default: 1,             
min:1,             
max 999)             

 

Defines the maximum of DTMF tone digits. The collection will be stopped automatically if the defined maximum is reached and the input is stored.

🔍 Further exit conditions may apply, see "Node Exits" description below.

Node Exits

The "input received" activity exit is taken under the following conditions:

  • When the caller entered the max number of digits.
  • When the the caller completes the input with the #. The # character will not be saved as input
  • When the timeout is reached and the caller has entered at least one digit (but less than < MAX DTMF Digits)

In all cases the parameter is stored and the default / previous parameter is overridden.

ACCOUNT FOR PARAMETER PROCESSING DELAYS

A common use case is to add a "Check Parameter" activity right after your "Collect Information":

  • In a "same parameter / Nimbus internal" scenario this should work without problems, as there are no expected delays in parameter storage and processing.
  • in a "different parameter / external system" scenario a custom parameter input "lookup_param_1" could be used to store look-up info for handling in an external system. The results would be stored in "return_param_2".              
    ☝ This data-handling process may take time that a Nimbus workflow does not account for.

Recommendation: When involving an external system (e.g. using the Microsoft Power Automate Connector ), add an "Announcement" or other delaying workflow activity that allows "Check Parameter" to catch the updated return value.

 
 
 

Audio / Video

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Instant Messaging

Configurable Properties

Description

Prompt Type Not applicable.
Prompt Language Not applicable.
Prompt Text Multi Line Text Box with Custom Parameters and System Fields and Parameters support.
Input during announcement             
( barge in )
Not applicable.
Parameter To Save

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

Input Timeout             
hh:mm:ss             

 

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

Max DTMF Digits             
(default: 1,             
min:1,             
max 999)             

 
Not applicable.
Node Exits

💡 There is no input validation.

  • If any input is provided by the customer the "Input Received" exit is taken. 
  • With a "Input timeout" specified and no input given, the "No Input" exit is taken.
 
 

Delay

Delay

Delay

Description

Adds a delay into the workflow so that external processes (like Power Automate flow runs) have enough time to complete.

💡Tip: Note that this activity that will not abort when an external system responds. If you need a more precise timing, consider using the “Wait for Parameter” activity or use “Check Parameter” in a loop with smaller “Delays” in between.

 
Required Predecessor Accept
License
Advanced Routing Enterprise Routing Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description
Delay Time
hh:mm:ss 

When the activity is reached, wait for the specified time.

  • Default: 00:00:10
  • Min: 00:00:01
  • Max: 00:30:00
 
 

Instant Messaging

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Email

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

External Task

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Disconnect

Disconnect

Disconnect

Description Terminates an incoming task or disconnects an already accepted task (of any modality).
Required Predecessor

☝ This activity is essential and cannot be disabled. 

  • MUST be at the end of a workflow. 
  • Required to ensure proper service session closure and reporting.
  • Used in conjunction with a “Accept” activity to close a session (even after Transfer, Voicemail or other task-ending activity).
 
License
Advanced Routing Enterprise Routing Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description
None

Acts as end node to terminate the call.  Controls when your task will be marked as “Workflow Disconnect” in the reporting session, both for Nimbus Reporting Model and KPI evaluation purposes. 

 

🔎 This activity is part of the Trigger Events in the Nimbus Power Automate Connector.

 
 

Audio / Video

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Instant Messaging

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Email

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

External Task

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Input Customer

Input Customer

Input Customer (IVR)

Description

Plays / Shows a prompt while allowing the caller to perform DTMF and chat inputs.

☝ Please Note

This action uses up to 10 exit nodes to react to customer input. When the corresponding prompt properties are not filled out, saving is not possible. 

 
Required Predecessor Accept
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description
Main Prompt Type
  • Text-to-Speech (with Language Select & Text Field)
  • Audio Resources.

🔍 Audio resources can be added via Configuration > Resources 

Prompt Language Allows to select the locale / voice to use when using the Text-to-Speech engine.
Prompt Text

✅ Only shown when "Main Prompt Type" = Text to Speech is selected. 

Allows you to add text that will be read in the prompt language / locale.

Input during announcement              
( barge in )

Defines when the caller is allowed to enter input:

  • if true - from the moment when the main prompt was started
  • if false - after the main prompt was fully played 

💡 When enabled, the "Time to complete started input" timer starts immediately upon first input. Any prompts at this point are stopped.

Max Input Timeout              
( toggle )
Enables a maximum wait time to be specified in field below.
Max Input Timeout               
hh:mm:ss (default 00:00:30)

Maximum wait time for any caller response to be started.

  • Default 00:00:30
  • Min: 00:00:03
  • Max 00:30:00

💡 Once started the "Time to complete started input" field applies.

💡 If nothing was entered, the "No Recognition (NR)" exit node is used.

Time to complete started input              
hh:mm:ss (min 00:00:01, max 00:00:09)
Specifies the time the caller has to make the input.
Expected Input Description
Name

A clear name for the exit node.

✅ You can add up to 10 nodes by clicking "Add Input" at the end this field group.

DTMF

Allows to enter multiple DTMF tones / digits per exit node.

🔍 If a user hasn't entered all expected digits yet – or the input is ambiguous (expected input 1: 123, input 2: 12, the caller enteres "12") – the "Time to complete started input" applies before the DTMF is evaluated.

🔍 Unexpected key combinations are marked as as unclear and escalated with a “Wrong Input” prompt.

Missing Input Description
Timeout              
hh:mm:ss (default 00:00:10)
Time for the caller to enter input. Afterwards the 1st prompt is played.

1st Prompt  
2nd Prompt

Message to play when the input was not occurring in the timeout.

A selection of the following options: 

  • Text-to-Speech (with Language Select & Text Field)
  • Resources

🔍 Audio resources can be added via Configuration > Resources 


If User enters no input within the silence timeout:

  1. 1st Prompt → (if configured) does the following:
    1. Play "1st Prompt"
    2. otherwise play the “Main Prompt Text
  2. 2nd Prompt → (if configured) does the following:
    1. Play "2nd Prompt",
    2. Play "1st Prompt"
    3. otherwise play the "Main Prompt Text
Wrong Input Description

1st Prompt  
2nd Prompt

Message to play when the input was not recognized. 

A selection of the following options: 

  • Text-to-Speech (with Language Select & Text Field)
  • Resources

🔍 Audio resources can be added via Configuration > Resources 


If User enters a wrong input:

  1. 1st Prompt → (if configured) does the following:
    1. Play "1st Prompt"
    2. otherwise play the Main “Prompt Text
  2. 2nd Prompt → (if configured) does the following:
    1. Play "2nd Prompt",
    2. Play "1st Prompt"
    3. otherwise play the Main "Prompt Text"

Input Limitation

It is not possible for the caller to use the hash symbol (#) when entering input.

 
 
 

Audio / Video

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Instant Messaging

Configurable Properties Description
Main Prompt Type Not applicable.
Prompt Language Not applicable.
Prompt Text Not applicable.
Input during announcement              
( barge in )
Not applicable.
Max Input Timeout              
( toggle )
Enables a maximum wait time to be specified in field below.
Max Input Timeout               
hh:mm:ss (default 00:00:30)

Maximum wait time for any chat response. The time of message receive applies:

  • Default 00:00:30
  • Min: 00:00:03
  • Max 00:30:00

💡 Once started the "Time to complete started input" field applies.

💡 If nothing was entered, the "No Recognition (NR)" exit node is used.

Time to complete started input              
hh:mm:ss (min 00:00:01, max 00:00:09)
Not applicable.
Expected Input Description
Name

A clear name for the exit node.

✅ You can add up to 10 nodes by clicking "Add Input" at the end this field group.

Input

Multi Line Text Box with Custom Parameters and System Fields and Parameters support.

  • If part of the parameters are resolved they are compared with the customer input. 
  • If none of the parameters could be resolved or is empty, the NR (not recognized) exit is taken immediately.
  • The evaluation will not be case sensitive, spaces at beginning and end are trimmed.

💡 Example: A customer secret is taken from a CRM and expected as an input from the customer to verify. Refer to Power Automate Use Case for examples on data retrieval. 

 

☝ Limitation: When the customer is chatting very fast, it could be that the "Input Customer" activity catches and evaluates the wrong input. We recommend to loop the NR (not recongized) exit on an extra "Chat" message, then back to the activity itself.

Missing Input Description
Timeout              
hh:mm:ss (default 00:00:10)

Time for the chat. Afterwards the 1st prompt is played.

  • Default 00:00:10
  • Min: 00:00:05
  • Max 01:00:00

1st Prompt  
2nd Prompt

Multi Line Text Box with Custom Parameters and System Fields and Parameters support.

If User enters no input within the timeout:

  1. 1st Prompt → (if configured) does the following:
    1. Show "1st Prompt"
    2. otherwise show the “Main Prompt Text
  2. 2nd Prompt → (if configured) does the following:
    1. Show "2nd Prompt",
    2. Show "1st Prompt"
    3. otherwise show the "Main Prompt Text
Wrong Input Description

1st Prompt  
2nd Prompt

Multi Line Text Box with Custom Parameters and System Fields and Parameters support.

If User enters a wrong input:

  1. 1st Prompt → (if configured) does the following:
    1. Play "1st Prompt"
    2. otherwise play the Main “Prompt Text
  2. 2nd Prompt → (if configured) does the following:
    1. Play "2nd Prompt",
    2. Play "1st Prompt"
    3. otherwise play the Main "Prompt Text"
 
 

Mark as Handled

Mark as Handled

Mark as Handled

Description

When this activity succeeded it will mark the task “Handled” for Reporting.

✅ How to use: 

 

  • This is a task terminating activity and should be followed-up upon with “Disconnect”.
  • No replies will be sent from this action. When handling via your mails exclusively via this activity, a prior “Reply” activity is recommended to let the customer know about this automated process, as Nimbus users are not informed about this activity outcome.
 
Required Predecessor Accept
License
Advanced Routing Enterprise Routing Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Email

Configurable Properties Description
None

Activity behavior

  • On Success: The mail is moved to the “Handled” folder of the originating Mailbox.
  • When Failed: The activity exit is taken, the mail is put in the “Failed” folder of the originating Mailbox.

Reporting: This activity has the same task-concluding effect if a user is clicking “Marked as Handled” in the My Sessions UI. However, the Nimbus Reporting Model outcome will differ: 

  • Via activity: Marked as Handled by Workflow.
  • Via user: Marked as Handled by User.
 
 
 

Message

Message

Message

Description Sends an Text Message to the customer after a specified delay.
Required Predecessor Accept
License
Advanced Routing Enterprise Routing Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Instant Messaging

Configurable Properties Description
Message

Multi Line Text Box with Custom Parameters and System Fields and Parameters support.

 

Delay Time  
hh:mm:ss 

Will send the "Message" after the specified delay.

  • Default 00:00:01
  • Min: 00:00:01
  • Max 00:10:00
 
 

Play Music

Play Music

Play Music

Description

Plays single sound or music Resources or a combined Playlists.

✅ This activity is recommended to be used in conjunction with a "Queue Task" activity. The default "Queue" activity already has a playlist setting. 

💡 If the same workflow activity is hit multiple times, the music is continued where it stopped before.

 
Required Predecessor Accept
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description
Resource Type

Allows to choose between resource types:

🔍 Playlists consists of one or multiple resources, defined via Configuration > Playlists.

Shuffle Playlist

( toggle, resource Type: “Playlist” only)

Will shuffle the entries in your playlist before playback.

Duration             
( toggle )

Limits the duration for this step, depending on the "Resource Type" setting:

Duration Setting Result
Enabled

Depending on “Resource Type”:

  • Playlist: Plays the list of files one after each other for the defined time. 💡 When "Shuffle Playlist" is enabled, the list will be shuffled prior to starting.
  • Resource: Play one file for the duration set. 💡If the time is bigger then the file, it is replayed.
Disabled

☝ If no duration is configured, callers will hear music until they either terminate or get connected to a user.

 

Depending on “Resource Type”:

  • Playlist: Play the list of files one after each other, restart the list if the end is reached. 💡 When "Shuffle Playlist" is enabled, the list will be shuffled on each restart.
  • Resource: Play the one file, restart it if ended.
Duration             
(hh:mm:ss)
Determines how long the playlist or resource is played.
 
 

Audio / Video

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Reply

Reply

Reply

Description

A HTML-formatted text box that allows to either reply to the sender and/or all CC-mentioned users.

Please Note: This is not a workflow-terminating activity. The workflow should continue afterwards, e.g. with a “Mark as Handled”, “Queue” or “Disconnect” activity for a clear Reporting session result.

 

Note: This activity will NOT inform the user that a reply has been sent. Use it to inform the customer that the mail is being processed in your workflow.

 

💡 An example reply text could be:

Hello $(Customer.DisplayName), Thank you for contacting $(Service.DisplayName).   

We are currently building your case and will email you with more information shortly. Please to not respond directly to this mail, as it was automatically generated.  

Regards, $(Service.DisplayName) team. 

 
Required Predecessor Accept
License
Advanced Routing Enterprise Routing Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Email

Configurable Properties Description
Reply Type

Mirrors the reply option available to users in My Sessions:

  • Reply - to original “From” sender only.
  • Reply All - to original “From” sender and all users mentioned in "CC".
Reply Text

A field for reply text in HTML. Supports Custom Parameters and/or System Fields and Parameters

Reply Text - Good to know:

Unlike other workflow activities the “Reply Text” box renders HTML text and will try to retain formatting pasted from external sources. 

💡Tip: You can use external HTML editors or your mailing software of choice to prepare HTML code to paste into this activity.

The HTML Text box supports:

  • Basic hotkeys e.g. for: CTRL+bold, italic and underlined text.
  • Text formatting for color and background.
  • Lists - numerical and unsorted.
  • Hyperlinks - URL converted as you type or hidden under text.
  • HTML Character codes and Emojis “💡😀☂”

Unsupported are layout-breaking elements such as:

  • Tables: (will be pasted as raw text)
  • Images: will be ignored
 

 

Activity Exits

This activity has two exits that will correspond to folders in the originating Mailboxes:

  • Failed: If the activity failed this indicates underlying problems with the mailbox. The activity itself will be treated as ignored. 
    ✅We recommend to Disconnect after the Failed exit to logically conclude the session. If you are using the Nimbus Power BI Template you can cross-check with the Nimbus Reporting Model  > Service Session > “Service session Outcomes” > “Workflow Disconnect” as it could indicate issues on a particular service or mailbox.
  • Replied: Exit taken when the mail reply has been successfully sent
    ✅We recommend to follow up with “Mark as Handled”, “Queue” or “Disconnect” activity.
 
 
 

Save to Parameter

Save to Parameter

Save to Parameter

Description

Allows to store Nimbus System Fields and Parameters and/or text into a Custom Parameter of your choice.

You can extend this scenario further by including external systems via our Microsoft Power Automate Connector. Refer to our How to use the "Save to Parameter" workflow activity for an example and our Power Automate Use Cases further creative inspiration. 

 
Required Predecessor None. Relies on call Trigger Events to provide fields with actual content.
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description
Parameter

The Parameter of your choice to store a value in.

🔍 Availabiltiy of parameters in the selection depends on the Organization Unit of your current workflow. Note that parameters can have a default value that is overwritten once this activity is reached.

Value

A multiline textbox. Contents will be stored in your selected Parameter.

TIPS

You can store a combined value of both Custom Parameters and/or System Fields and Parameters

To form complex validation chains you can combine "Save to Paramater" with previous data handling activities. For example:

  1. Add a "Collect Information" or " Input Customer " to get customer preferences first (e.g. Language, Type of Issue).
  2. Follow with one or several "Save Parameter" steps, e.g. to form a code combination made out of user inputs and optional system Fields and Parameters.
  3. End with a "Check Parameter" activity to ensure your output is correct, then route your workflow accordingly.
 

KNOWN LIMITATION: The values stored in "Save to Parameter" are text-type only. Any relation to previous variables and parameter names to create this saved output is lost after exiting this activity. We are aware that having dynamic nested parameters in other activities would be very useful and are working to extend this functionality with future updates.

 
 
 

Audio / Video

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Instant Messaging

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Email

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

External Task

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

Transfer

Transfer

Transfer

Description

Transfers the task to another service, user (within same tenant) or target SIP-address.

  • Exits if the transfer to the target was not successful (either "declined" or "timeout"). 
  • A transfer results in a new session reporting in the new service. The old task will be closed and concluded a result. → Also see “ Transfer Task Results “ in the ”Common Properties” Tab below.
Required Predecessor Accept
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description
Target 

Allows you to define a transfer target. 

The target choices and behavior depends on the modality type of your workflow. Please refer to the other tabs for further tips and limitations. 

 

Depending on modality, the choices of this parameter are: 

  • Custom Parameter . Requires a valid UPN / E.164 PSTN as transfer target.              
  • Service Line as transfer target.              
  • User to transfer to.          
  • an external SIP, UPN or PSTN / Phone number. 

Target Validity Checks

💡 Please note that this activity does not perform target validity checks. Values must be well-formatted. 

In case of an unknown or wrongly formatted target – including UPN / PSTN number format incorrectness – the "Failed" exit is taken. 

Show me how to verify this

To ensure your transfer is done correctly, precede with a "Check Parameter" step depending on what scenario you expect in the parameter content:

Check Scenario Regex Check Parameter Activity
UPN (Service or Teams User)

Use a custom parameter with a regular expression as follows:

^[^ @}+@.$

 

 

Route to a PSTN Number

Use a custom parameter with a regular expression as follows:

^\+[1-9]\d{1,14}$

💡 Please note that the "Check Parameter" Activity will take the first valid Regex Check exit note.              
☝ Make sure to handle "No Match" and "Not Set" exits as well, e.g. by ...

  • ... trying to retrieve the parameter input again
  • ... adding additional "Check Parameter" steps or checks.
  • ... by routing the call to the normal queue (without a preferred Agent).

🔎Here are some examples of Regular Expressions you can use.

 
 
 
Leave Nimbus

✅Available if the target is External or any O365 user

  • Picking a user enables the "Transfer to Voicemail" option. 
  • There is no control of outbound invitation timeouts and no waiting music.
  • On Transfer Nimbus considers the current Reporting call session as terminated. Once a call is leaving Nimbus, there will be no further reporting about the continuation of the call. 
  • Unsuccessful transfers will be returned and the "Failed" exit is taken.

"LEAVE NIMBUS" ON EXTERNAL TRANSFER

This option has the following behavior for external transfers:

  • When enabled the original call session gets transferred over. The transfer target will then see the caller ID of the original caller.
  • When disabled the transfer target gets invited to a conference session, which was organized by the Nimbus service. The target will then see the caller ID of the Nimbus service.
 
Timeout               
(hh:mm:ss)

✅ Available if the target is a user or parameter.

When the timeout criteria is met, the transfer is aborted ("Failed" exit is taken)

Waiting Music 

Allows to choose a playlist (default) or a single resource to play.

🔍 Playlists and Resources can be uploaded and defined within the Configuration.

  • If the target is not a service line and waiting music is configured, it will be played until the call was accepted or cancelled.
  • It the music file reaches its end, it's played on repeat.

Transfer Task Results

Transfer task results – used for Nimbus KPI Calculations and the Reporting service / user task model – can depend on the following transcripts:

Show details...

Transcripts

Description

Transfer Task considered as handled

Customer Hangup Before Accept Customer hung up the call before it was accepted ❌False
Customer Hangup In IVR          
Customer Hangup In IVR after queue
Customer hung up the call before it was put into the queue once ❌ False
Customer Hangup In Queue Customer hang up the call during the time the task was enqueued ❌ False
User Accepted User accepted the task and was connected to the customer ✅ True
User Internal Transfer Success User accepted the task and transferred it to another service Line or user ✅ True
User External Transfer Success User accepts the task and transferred to a non service line or user ✅ True
Workflow Disconnect After Queue          
Workflow Disconnect          
System Failure
Workflow terminates the call after it was put once into the queue          
Workflow terminates the call, which was never put into the queue          
Something went really bad, including Microsoft infrastructure outage
❌ False          
❌ False          
❌ False
Workflow Conversation Recorded Workflow recorded a voice message / mail ✅ True
Workflow Internal Transfer Successful Workflow transferred the call to another Service Line Successful ✅ True
Workflow Internal Transfer Failed Workflow couldn't transfer the call to another Service Line ❌ False
Workflow External Transfer Successful Workflow transferred the call successful to a non service line target ✅ True
Workflow External Transfer Failed Workflow couldn't transfer the call to a non Service Line target ❌ False
 
 
 
 

Audio / Video

Configurable Properties Description
Target 

Allows you to define a transfer target, with a choice between: 

Target Description
Custom Parameter
  • Requires a valid UPN / E.164 PSTN as transfer target.               
    🔍 The behavior will be different depending on target:
    • Service: When the parameter is matching a Nimbus service, it will be treated like an internal service transfer. Timeout and music on hold playlist are ignored. Reporting treats this as "Service Transfer".
    • Known User: When the parameter is matching an internal user, it will be treated like any internal target. Timeout and music on hold playlist are considered. Reporting treats this as "Internal Transfer".
    • Unknown User: When the target is valid, but not recognized as internal user or service, it will be treated as external target. Timeout, music on hold playlist, and leave Nimbus flags are ignored. Reporting treats this as "External Transfer".
Nimbus Service You can search for Service Lines of the same Nimbus tenant. 
Nimbus User

You can search for Users of the same O365 tenant

  • Nimbus users are considered as an "Internal Transfer"
  • Other users are considered as “External Transfer”
External  You can specificy an external SIP, UPN or PSTN / Phone number.  

 

NOTES ON PSTN TRANSFERS

  • A transfer uses the external caller number (ID) as long as the call has not been escalated to a conference. A conference is created as soon as a Nimbus user joins a call (e.g. via queue distribution).
  • If an incoming caller is internally transferred from service 1 to service 2 - with external transfer configured on service 2 - the number of service 1 is carried forward.
 

Federated transfers to users in another tenant are currently not supported.

 

INC Transfer to PSTN Limitation

TRANSFER TO PSTN LIMITATION

Out of the box, Nimbus and related addons can only perform PSTN transfers according to Microsoft's licensing and constraints.

Which PSTN license do I need to acquire?

As of 2023, "Microsoft Teams Phone Standard" licenses are no longer supported by Microsoft. Previously, those licenses were viable for Nimbus. Regardless if you are using Direct Routing, Calling Plans, Operator Connect, the "Microsoft Teams Phone Resource Account" license is now always required. 

Your Setup Required License
Direct Routing "Microsoft Teams Phone Resource Account"
 
Calling Plan "Microsoft Teams Phone Resource Account"
+ "Microsoft Teams Domestic Calling Plan" or "Microsoft Teams Domestic and International Calling Plan" or "Microsoft Teams Calling Plan pay-as-you-go"
+ "Communication Credits" (if these aren't already included as part of your plan)
Operator Connect
 
"Microsoft Teams Phone Resource Account"

Please note that Luware staff cannot give recommendations on which license plan is best suited for your needs. Depending on your scenario, additional Teams App licenses may be required. Exact details are to be discussed with your Microsoft contacts.


Also see: https://learn.microsoft.com/en-us/microsoftteams/teams-add-on-licensing/virtual-user

 
 

How does PSTN licensing affect service and call transfers?

Assuming that Service A has a PSTN license assigned - but further Services don't - the following scenario may unfold:

Scenario A - Service A workflow is configured to transfer the caller to Service B. The license of Service A is used, the PSTN transfer occurs. The PSTN license is re-used throughout further transfers to Services C...D…x…and so on.

Scenario B - Service B is called directly instead. Now the workflow of Service B attempts a redirect to either service A or transfer to C. The PSTN transfer fails due to a missing license on Service B.

🌟Learnings:

  • For one first-level-response service: If you handle first-response calls always via the same service, you need a PSTN license for that particular first-level service.
  • For multiple first-level-response services: If you handle first-response calls always via multiple services, you need a PSTN license for all those first-level services .
  • Nimbus will attempt to use the PSTN license of the first service that responded to a call, regardless of how many further internal service transfers are performed thereafter.
  • If no PSTN license is found on a service that requires it for a transfer, the transfer task will be considered as failed and treated accordingly by the system (e.g. workflow exit announcement, reporting "transfer failed" outcome).
 
 

☝Note that handling and tracking of running cost for PSTN licenses is outside of the Luware support scope. If you require assistance in extending and/or configuring your Nimbus services for PSTN, our support will gladly assist you:

Luware Support Address

 Luware Website https://luware.com/support/
Luware Helpdesk https://helpdesk.luware.cloud 
Cloud Service Status https://status.luware.cloud/
Luware support contact details
 

 

INC Transfer to Teams Auto Attendant and Call Queues Limitation

TRANSFER TO TEAMS-NATIVE AUTO ATTENDANTS AND CALL QUEUES

Nimbus does currently not support direct transfers via Blind transfer, Safe transfer, or Consultation Call to either UPN or PSTN numbers of Teams-native Auto Attendants and Call Queues

☝ Any such transfer or consultation attempt will lead to the call being aborted and not being reflected in Reporting.

Causes and Workarounds

This is caused by Microsoft Teams limitations with regards to what voice applications (such as Call Queues, Auto Attendants, and Nimbus) are allowed to do, and cannot be circumvented by Nimbus.


💡 A possible workaround would be to force the call over your Direct Routing SBC by using an internal dummy number that isn't otherwise associated with any other Teams user or service already. This call would then be routed to your SBC, which can then re-direct it towards the actual number of the Call Queue / Auto Attendant on the Teams side again. As this workaround is dependent on voice infrastructure components outside of Luware's control and support scope, please reach out to your SBC provider or skilled personnel for its implementation.

💡The above-mentioned workaround is not technically feasible if you are using Microsoft Calling Plans or Operator Connect to provision numbers directly through Teams. Forcing an external reroute as a workaround is not possible with these numbers.

 
 
 
Leave Nimbus

✅ Available if the target is external or any O365 user. 

  • Picking a user enables the "Transfer to Voicemail" option. 
  • There is no control of outbound invitation timeouts and no waiting music.
  • On Transfer Nimbus considers the current Reporting call session as terminated. Once a call is leaving Nimbus, there will be no further reporting about the continuation of the call. 
  • Unsuccessful transfers will be returned and the "Failed" exit is taken.

"LEAVE NIMBUS" ON EXTERNAL TRANSFER

This option has the following behavior for external transfers:

  • When enabled the original call session gets transferred over. The transfer target will then see the caller ID of the original caller.
  • When disabled the transfer target gets invited to a conference session, which was organized by the Nimbus service. The target will then see the caller ID of the Nimbus service.
 
Transfer to Voicemail

✅ Available when the target is a MS Teams user and "Leave Nimbus" is enabled:

  • With voicemail enabled: the caller will directly hear the announcement to leave a message. The target will not receive a ringing toast, but instead get a voicemail notification within MS Teams.
  • With voicemail disabled: the call will attempt to ring at the target instead. If the target declines, ignores or is busy the "Failed" exit is taken.

☝No voicemail feature “Check-ahead”

Currently there is no way to check ahead if a (target) user has voicemail features enabled

 

No workaround: This is a design limitation by Microsoft which Nimbus currently cannot circumvent. 

Additionally the voicemail feature may also be deactivated as tenant-wide IT policy by your administrator. There are also known cases where Microsoft accepts transfers to voicemail but the recipient has no means to check (e.g. MS Teams Client / License restrictions). 

→ We highly recommend using this feature ONLY in cases where you can ensure that voicemail is enabled for the Microsoft Teams user being transfered to.

 
Timeout               
(hh:mm:ss)

✅ Available if the target is a user or parameter.

When the timeout criteria is met, the transfer is aborted ("Failed" exit is taken)

Waiting Music 

Allows to choose a playlist (default) or a single resource to play

 

🔍 Playlists and Resources can be uploaded and defined within the Configuration.

  • If the target is not a service line and waiting music is configured, it will be played until the call was accepted or cancelled.
  • It the music file reaches its end, it's played on repeat.
 
 

Instant Messaging

✅ Target Service Modality Service Settings dependency:

  • Only Services with Instant Messaging modality enabled in their Modality Service Settings are selectable in this list.
  • If a Service has the Instant Messaging modality not activated (anymore), the "Failed" exit is taken. 
  • In case of a deactivated required modality on the service, a warning is shown on the entry.
 
Configurable Properties Description
Target 

Allows you to transfer an Instant Messaging session to other Nimbus services.

Leave Nimbus

Not applicable.

Transfer to Voicemail

Not applicable.

Timeout               
(hh:mm:ss)
Not applicable.
Waiting Music   Not applicable.
 
 

External Task

✅ Target Service Modality Service Settings dependency:

  • Only Services with External Task modality enabled in their Modality Service Settings are selectable in this list.
  • If a Service has the External Task modality not activated (anymore), the "Failed" exit is taken. 
  • In case of a deactivated required modality on the service, a warning is shown on the entry.
 
Configurable Properties Description
Target 

Allows you to transfer an External Task to other Nimbus services.

🔍 Microsoft Power Automate Connector - External tasks can be identified by Service Session ID as well as Unified Session ID, and deleted via " RemoveExternalTask" Flow Action.

Leave Nimbus

Not applicable.

Transfer to Voicemail

Not applicable.

Timeout               
(hh:mm:ss)
Not applicable.
Waiting Music   Not applicable.
 
 

 

 

Voice Message

Voice Message

Voice Message

Description

Allows the caller to record a voice message. Exits when the maximum recording time is reached.

🔎 Within the Nimbus Reporting Model this is tracked as Static Dimension > Service Session  > “Workflow Conversation Recorded”.

Licensing Note: The Voice Message feature is only available for MS-Teams based Service Types with Advanced Routing or Enterprise Routing license. These services can have a dedicated channel for posting Adaptive Cards, specified in the service's Modality Service Settings.

 

The Voice Message feature is not available for cross-team Contact Center services, as no single MS Teams channel can be attributed for clear permission-handling of  (potentially highly data-sensitive) recorded messages. 

 

🔎 If you need more control over your recordings, including data retention and historic tracking, visit our Compliance Recording solutions page for more details.

 
Required Predecessor Accept
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description
Play Recording Tone            
(toggle)

Plays a beep tone.

💡 First action if this activity is reached.

Maximum Recording time            
(hh:mm:ss)

Starts the recording for the configured time span. Maximum 2 min. Afterwards the call is terminated.

💡 A caller has the chance to terminate the conversation earlier.

Message

Will send a message to the service chat channel within MS Teams. 

Example Message: 

Voice message has been received from $(Customer.FirstName) $(Customer.LastName) / $(Caller.TelNumber)

🔍 The content can also be with Custom Parameters or System Fields and Parameters, like:

CustomerFirstName, string
CustomerLastName, string
CustomerCompany, string
CustomerTitle, string
CustomerDepartment, string
CustomerStreetAddress, string
CustomerPostcode, string
CustomerCity, string
CustomerState, string
CustomerCountry, string
+System / Custom Parameter

Allows the use of custom Custom Parameters and System Parameters, in the message field.

Interactions with Power Automate Flows 

When involving Nimbus Power Automate Connector, Trigger Events related to this workflow need to occur before the Voice Message Adaptive Cards is posted. Trigger Events cause the Flow Actions to execute and update your Custom Parameters

Both Custom and System Parameters are replaced with actual data once the workflow activity is executed

 

Interactions with Adaptive Cards 

Once the "Voice Message" activity is finished

  • An Adaptive Card is sent to the Teams Channel with the Message and the recorded Audio File being directly accessible.            
  • SIP and phone parameters are added with a hyperlink.

By default the message state is: "New". This status updates according to the actions from any of your service users:

  • Any service user an set from the status from “New” or “Solved” to "Listened" . → A message "Listened by <name>" is added.
  • Any service user can set the message to "Solved". → The message is set to "Listened" and a message "Solved by <name>" is added.
 
 
 

Audio / Video

INC WF Properties remark

No specific behaviors for this modality. “Common Properties” apply.

 
 

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