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Queue

Queue

Description

Puts a task into the queue for the dedicated service line. 

The “Queued” status lasts until either of the following activities is met:

  • Voicemail
  • Transfer
  • Cancel task
  • Disconnect call

The following user-side actions also end the task:

  • hang up by caller / customer 
  • accepted by Nimbus service user 
 
Required Predecessor Accept
License
Advanced Routing Enterprise Routing  Contact Center
Modalities Audio / Video Instant Messaging Email External Task

Common Properties

Configurable Properties Description

Distribution Type

Distribution Type1 Description When to pick?

Broadcast

Rings users simultaneously, selected in a batch size of 10 longest-idle users. The first user to pick up the call via Microsoft Teams will handle the task.

💡Does not apply RONA status as it would otherwise flag the entire user batch size.

Achieves a higher visibility, but the ringing call sets 10 selected agents as "Not Available", not allowing further calls to be distributed to them in the meantime. 

👎Makes little sense in high-speed scenarios when the agents are dedicated only to the client to accept calls within a few seconds.

Situationally for very large teams where high-volume call handling is more important than equal work distribution.

Direct

 Will distribute tasks directly to team members, prioritizing the longest idle (active) team member. RONA time is adjustable. No further actions are necessary aside from accepting the call via Microsoft Teams. 

The call with the selected team member is first established via a Teams peer-to-peer call, before it gets escalated to the regular Nimbus conference session.

Useful if you have "Busy on Busy" features enabled for your users. 

👎Otherwise slower than "Direct Conference" and generally not recommended. 

🌟Direct Conference2 

 

 Same distribution as "Direct", but selected team members are directly invited to the Nimbus conference session, allowing them to join much faster and be able to talk to the original caller sooner.

🌟 Our general recommendation for most services. Ensures faster handling of calls without blocking too many users at once for the same ringing call.

✅ While configuring Workflows > “Queue” activities for your Contact Center service, use Direct Conference when you want Nimbus to push tasks automatically, and Pickup3 when agents should self-select tasks from the queue.

 

Pickup3 with Adjustable RONA

 Will show "Pickup" controls in the tasks list of the called team. A call session will be directly established without further intervention, and no further call reporting is possible after this point. A call session that is not accepted (after "Pickup" is clicked) within the given RONA time can be reinserted into the task queue or handled otherwise. In small teams (e.g. volunteers) where it's acceptable to lose a call and reporting data isn't as important. Adds adjustable RONA time to flag users.

Pickup2, 3 Conference1 

 Same as "Pickup with Adjustable RONA", but will directly invite the agent to the Nimbus conference session, allowing them to join much faster and be able to talk to the original caller sooner.

Best performance of all "Pickup" types. Unanswered calls can be re-inserted into the queue and no reporting data1 is lost. 

Suitable for scenarios in which the agents can keep an eye on the Nimbus app or to leave calls sitting in queue to retrieve and handle later.
Table: Available Distribution Types, as configured in your “Queue” activities within your Workflows

🔎Footnotes

1 Workflow differences: Depending on the modality used, certain “Distribution Type” settings may not be supported in your Workflow > Queue Activities.
2 Conference reporting: If a Nimbus task gets aborted (e.g. Hangup by User, Queue left, Max Wait Timeout Reached) Conference invitations get a “Cancelled” result in the Nimbus Reporting Model.
3 Pickup UI behavior: The Pickup button is available for both MS Teams-based and Skill-based routing services, however with behavioral differences.

Learn more…

The main difference is the User Assignment Type behind each service, which steers how Nimbus selects the available users that are currently able (and allowed) to take a task via active “Pickup” button:

  • For MS Teams-based services, every user is part of the same team, and thus equally allowed and capable to “Pickup” the task if his User State allows for it (e.g. not blocked by other tasks). This involves “Pickup” within Adaptive Cards, as a dedicated MS Teams channel is available to the same service users.
  • For Skill-based services, Nimbus needs to check which users are not just capable, but also “allowed" to “Pickup” the task. This is achieved by using Distribution Policies to check for user-matching Skills and Responsibilities at the current distribution level. Additional layers, just as a Preferred/Last User “Initial Preference Phase” also affect which user may pick up the task. As these users are manually added to services – and thus do not share a common MS Teams channel – Adaptive Cards are unsupported in this scenario.
Pickup: Different UI behaviors based on the Service's (User Assignment) Type
 
 
 

 

Conditional Options

(shown based on "Distribution Type")

 Description
Adaptive Cards           
(toggle) 

✅ Requires a "Pickup" Distribution Type to be set.

Enable this for Adaptive Cards to be created automatically within the Service chat channel in MS Teams.

🔍 Adaptive cards will update with the call information. Team members can also opt to pick up calls, listen to voice recordings or mark the call as handled within the card itself.

RONA Timeout

(default / max 00:00:55) 

Specifies the time the system uses to ring a service user, then switches to the next available user in the queue. Applies a RONA status flag when the timeout for the current "Queue" Activity is reached.

💡This setting relies on "Distribution Type" chosen. If not available the RONA timeout is either hardcoded (field greyed out) or the "Calling / Queue Timeout" settings apply instead. Also refer to "Distribution Type" above for more info on RONA.

💡RONA status will not apply to "Broadcast" distribution type setting.

 

RING TIME LIMITATION

Microsoft can terminate the dial out in ~35 seconds for some tenants. 

  • For Direct and Pickup with adjustable RONA distributions, we advise you to switch to Direct Conference and Pickup Conference respectively to mitigate the issue.
  • Outbound (scheduled) Call remain at a maximum ringing time of 30 seconds.
 
Max Queue Timeout           
(dd:hh:mm:ss, default 00:00:01:00)

Waits for the specified time, then uses the "Max Queue Timeout Reached" exit node.
Playlist

Sets a waiting playlist for to the caller while in queue.

🔍 Playlists and Resources (music) can be added and defined in the Configuration.
 
 

Audio / Video

 
 

Email

Configurable Properties Description

Distribution Type

Only “Direct distribution” is available
Adaptive Cards           
(toggle) 		 Not available.

RONA Timeout

(default / max 00:00:55) 

 Specifies the time the system uses to ring a service user, then switches to the next available user in the queue. Applies a RONA status flag when the timeout for the current "Queue" Activity is reached.
Max Queue Timeout           
(default 00:01:00)		 Waits for the specified time, then uses the "Max Queue Timeout Reached" exit node.
Playlist Not available.
 
 

External Task

Configurable Properties Description

Distribution Type

Only “Direct distribution” is available
Adaptive Cards           
(toggle) 		 Not available.

RONA Timeout

(default / max 00:00:55) 

 Specifies the time the system uses to ring a service user, then switches to the next available user in the queue. Applies a RONA status flag when the timeout for the current "Queue" Activity is reached.
Max Queue Timeout           
(default 00:01:00)		 Waits for the specified time, then uses the "Max Queue Timeout Reached" exit node.
Playlist Not available.
 
 
Check Task

Check Task Description Checks the current state of the task and takes exit paths ...

Cancel Task

Cancel Task Description Cancels a pending task and all ongoing connection attempt...

Queue Task

Queue Task Description Puts a task into the queue for the dedicated service line....

Distribution Priority

Distribution Priority Description This activity overrides the default "Task ...

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