About Fields and Parameters
In Nimbus a task (call, chat, other interaction) is a data object, holding data fields such as a caller's phone number. Generally the call data object consists of read-only and writable fields, which can be extended by using your own Parameters as temporary placeholders - e.g. to hold data retrieved from an external CRM or lookup directory.
By using the Microsoft Power Automate Connector of Nimbus we can read, process, and update fields and parameters during a call. Typical examples would be:
- Storing a caller's choice (dialed menu option number) to retrieve information from an external system and route the call accordingly. See example → Use Case - Creating a ServiceNow ticket based on user input
- Retrieving incoming caller data (e.g. an address, spoken languages) from an external CRM to provide the handling Nimbus user with context information. See example → Use Case - Looking up caller data from a simple Excel list
- Reacting to certain incoming numbers with a VIP- or Blacklist. See example → Use Case - Working with Blacklists or Whitelists in Nimbus.
🔎 For a comprehensive list, visit our Power Automate Use Case listings.
DATA LIFECYCLE & PERSISTENCE
Parameters and fields within Nimbus have a life cycle during which the data can be accessed. At the end of each lifecycle the data will be disposed, meaning Nimbus does not store sensitive user data outside an ongoing call session.
💡 You can enable a temporary storage of data via Extension Service Settings > “Store Conversation Context Data” option which stores the data for a retention period.
Learn more about stored data…
INC Store Context Data
GDPR After a service task has concluded, any historic session and customer context data – e.g. as shown in the My Sessions widgets – will not be stored by Nimbus.
As a result:
⮑ the "Session Details" of any historic task records will show “Not Available” instead within My Sessions and Historical Sessions.
⮑ Previous custom Parameters / and Conversation Context items (e.g. Customer details or URLs dynamically retrieved via Nimbus Power Automate Connector) may not resolve or open correctly anymore.
This storage behavior can be changed by enabling the “Store Conversation Context Data”.
☝ Note that the “Store Conversation Context Data” option is disabled by default as potentially sensitive caller data can appear in historical records and seen by Administrators (e.g. via Historical Sessions). The setting must therefore be enabled by a service owner (Opt-in).
💡Enabling this setting has no retroactive effect, meaning that only data after enabling this setting will get stored.
🤔What happens when I enable this?
☝ Task information / Session detail data is stored per service session on call termination (transfer by workflow or user).
- The following is stored per session in both My Sessions and Historical Sessions
- Custom (user created) Parameters
- System Fields and Parameters (both “Custom” and "System" parameters like call id, service upn, etc.)
- On historical (concluded) sessions within My Sessions
- ... the "Embedded Context widget" will resolve the currently configured URL with a previously saved call information. This means that also historic sessions will use the link currently configured in the Extensions Service Settings .
- ... the separate "Open Context" link remains clickable if at least one Conversation Context URL is currently configured.
- ... the "Session Details" widget will still show Custom and Customer parameters if available.
☝ Default "My Session Parameters" user data is not stored as it is retrieved dynamically from the internal user directly of your Tenant. 
🤔What happens in service transfer scenarios?
Nimbus always stores live context on transfer to services (either initiated by workflow or user). The "Store Conversation Context Data" option will have no impact there.
☝ However, enabling the "Store Conversation Context Data" setting will cause such live context data to be stored as historical record after call termination. This also applies on each transfer between services, creating a historical record entry for each service that has the setting enabled.
In an example transfer scenario this may cause historical data to “accumulate” between services, as data gets updated and appended.
Example - Transfer from Service A to B to C:
| Parameter | Service A ► transfer to | Service B ► transfer to | Service C |
|---|---|---|---|
| Customer Name | John Doe | John Doe | John Doe |
| Spoken Language | German | <Not Relevant> | <Not Relevant> |
| Gender | <Not Relevant> | Male | <Not Relevant> |
| Ticket ID | #1111 | #3151 (overwritten Ticket Parameter) | <Not Relevant> |
| “Store Conversation Context Data” enabled | ✅ | ⬜ | ✅ |
| Stored Historical Sessions data shown | John Doe (1) German Not used #1111 |
John Doe (1) Not available (not stored) Not available (not stored) |
John Doe (1) German (from Service A) Male (from Service B) #3151 (from Service B) |
(1) The user name will always be resolved from a UPN / PSTN when it was found within the existing O365 user directory.
🤔How long is data being stored?
- Caller info is updated on a “terminated” workflow Trigger Events and stored for a maximum of 30 days for the last available service session (in case of transfers).
- Conversation context data will also be stored for failed/killed calls.
- After 30 days the data is cleared. This also happens when either the service or tenant is being unprovisioned when Uninstalling Nimbus.
☝ Best Practice: If you wish to store critical or personal session data permanently, you need to do so during an active session and within a system of your choice (e.g. a CRM or Database).
🔍 Whitepapers: You can also learn more about the data retention policy in our whitepapers, available in the Documents section.
DATA HANDLING & PROCESSING DELAYS
Nimbus cannot directly check and account for parameter manipulation delays. If a call workflow is progressing while an external system is busy, or a Power Automate flow is still running or erroneous, Parameters may not be updated for Nimbus in time. As a result, Nimbus sessions relying on updated information can lead to a failed workflow routing or lack UI information.
✅ Tip: In your Workflows you can use the “Wait for Parameter” activity to wait for a set period of time for a parameter to update before progressing.
Recommendations:
- Always ensure that your own parameters have a default value and that your workflows handle the “not recognized” paths accordingly to account for errors.
- We generally recommend to account for external system delays - e.g. by adding announcements to your workflows.
- Check your flow performance regularly (e.g. during high call volume hours) and test performance-affecting changes which involve further external systems.
List of Call Data Fields
Below is the complete list of all fields available in a Nimbus call data object:
Table Legend
As a lot of information is conveyed in the following table, the following abbreviations have been defined:
|
Type:
Lifecycle Scope:
|
Visibility checkboxes: ✅
|
Call Data
System Data
Custom Context Parameter
About Custom Context Parameter
In its default configuration there are no custom predefined parameters in Nimbus. In case you need to store and handle your own information you can create these custom Parameters in the in the Configuration section of Nimbus.
Parameters can be used in the following areas:
Area |
Usage within |
|---|---|
| Workflows |
|
| Nimbus Power Automate Connector |
Flow Actions > Action "UpdateTask"
|
| Conversation Context |
As part of a context URL:
|
| Extension Service Settings |
My Sessions UI customization:
☝ The “Store Conversation Context Data” option determines parameter lifetime during transfers per service. |
Address Book Fields
✅ Precondition: Only Tenant Administrators have the possibility to see the available address books of this tenant in the flow dropdowns.
Using the "Address Book" Flow Action you can access and manipulate the following fields on connected Address Books.
| Name | Type | Description |
|---|---|---|
| Id | string | Nimbus internal entity ID |
| External.Id | string | ID the system where the entry was imported from. |
| FirstName | string | First Name |
| LastName | string | Last / Family Name |
| DisplayName | string | Firstname / Lastname combination |
| Initials | string | Initials (e.g. "JK") |
| Company | string | Company |
| Department | string | Department |
| JobTitle | string | Job Title |
| ImAddresses | string | IM SIP Address |
| EmailAddresses | string | Email Address |
| BusinessPhones | string | Business Phone |
| MobilePhones | string | Mobile Phone |
| HomePhones | string | Home Phone |
| UserPrincipleName | string | Consists of: user name (logon name), separator (the @ symbol), and domain name (UPN suffix) |
| Addresses | string | Street Address |
| Street | string | Street and No. |
| City | string | Code and City |
| Country | string | Country of Origin |
| Picture, binary | string | User Icon |
| External.CustomField1-10 | string | Custom field |
🔍 Address book "Contact details" - excluding empty fields - will be provided in Attendant Console as a tooltip provided within the "Contact Search".
INC Address Book Limitations
Address Book Field Size Limitations
Please note that Address Books fields underly size limitations. When exceeded, the Nimbus Power Automate Connector will return a 400 Bad Request.
Learn more…
| Area | Field | Limitation |
|---|---|---|
| Contact | ExternalId | 128 characters |
| Firstname | 64 characters | |
| Lastname | 64 characters | |
| Displayname | 256 characters | |
| Initials | 16 characters | |
| Company | 64 characters | |
| Department | 64 characters | |
| JobTitle | 128 characters | |
| UPN | 128 characters | |
| IMAddresses | IMAddress | 128 characters per address, maximum of 10 addresses |
| Emails | EmailAddresses | 128 characters per address, maximum of 10 addresses |
| PhoneNumbers |
Businessphones Mobilephones Homephones |
32 characters per phone number, maximum of 10 phone numbers (per type) |
| Address | Adresses | Not more than 10 addresses |
| Street: | 1024 characters | |
| City: | 128 characters | |
| Country | 128 characters | |
| State | 128 characters | |
| Postal code | 40 characters | |
| CustomFields | External.CustomField | Maximum of 20 custom fields |
| name | 64 characters | |
| value | 1024 characters |