In Nimbus a task (call, chat, other interaction with a customer) is a data object, holding data fields such as a caller's phone number as a value. Data in Nimbus is stored and accessed during a “Session” between the Customer and Service. Generally the 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.
Common Use Cases involve:
- Steering Workflows based on a customer choice, stored in parameters.
- Showing incoming task / customer data to the Nimbus user via My Sessions or Attendant Console.
- Opening dynamic Conversation Context, e.g. a dynamic CRM or ticketing system URL for the receiving user to work with in parallel.
- Storing data for Context Handover between Services.
- Identifying the original Teams entry point of a forwarded call to enable use cases such as Preferred User Routing (e.g. routing back to the originally called employee) or determining the original referee for an incoming customer call.
💡 For communication purposes we therefore often to all Parameters, Fields and Values as “Session Data”.
Session Data Overview
Session Data Table
Below is the comprehensive list of all parameters and related fields available in a Nimbus call data object:
Table Legend
The following table conveys a lot of information. Therefore the the following abbreviations have been defined:
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Type:
Lifecycle Scope:
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Visibility checkboxes: ✅
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Call Data
Call Data
| Caller Data Fields | Type | Lifecycle Scope | Placeholder | UI Name | PA | RO | CT | AC | CI | UI | CA | Comments |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| CustomerFirstName | STR | Customer Session | $(Customer.FirstName) |
Customer First Name | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | - |
| CustomerLastName | STR | Customer Session | $(Customer.LastName) |
Customer Last Name | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | - |
| CustomerDisplayName | STR | Customer Session | $(Customer.DisplayName) |
Customer Display Name | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | - |
| CustomerUpn | STR | Customer Session | $(Customer.Upn) |
Customer UPN | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | - |
| CustomerImAddress | STR | Customer Session | $(Customer.ImAddress) |
Customer IM Address | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | - |
| CustomerEmail | STR | Customer Session | $(Customer.Email) |
Customer Email | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | - |
| CustomerCompany | STR | Customer Session | $(Customer.Company) |
Customer Company | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | - |
| CustomerJobTitle | STR | Customer Session | $(Customer.JobTitle) |
Customer Job Title | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | - |
| CustomerDepartment | STR | Customer Session | $(Customer.Department) |
Customer Department | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | - |
| CustomerStreetAddress | STR | Customer Session | $(Customer.StreetAddress) |
Customer Street Address | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | - |
| CustomerPostCode | STR | Customer Session | $(Customer.PostCode) |
Customer Post Code | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | Used to render a google maps location wherever caller information is shown. |
| CustomerCity | STR | Customer Session | $(Customer.City) |
Customer City | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | Used to render a google maps location wherever caller information is shown. |
| CustomerState | STR | Customer Session | $(Customer.State) |
Customer State | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | Used to render a google maps location wherever caller information is shown. |
| CustomerCountry | STR | Customer Session | $(Customer.Country) |
Customer Country | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | Used to render a google maps location wherever caller information is shown. |
| CustomerPrimaryTelNumber | STR | Customer Session |
$(Customer.PrimaryTelNumber)
|
Customer Primary Tel Number | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | The phone number of the customer, without a leading "+" character. |
| STR | Customer Session | $(Customer.+PrimaryTelNumber) |
Customer Primary + Tel Number | 🔄 | - | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | The phone number of the customer, in full E.164 notation, including the leading "+" character. | |
| Customer.CustomFields | OBJ | Customer Session |
$(Customer.CustomFields .<Name>)
|
Customer Custom Fields | 🔄 | - | 📌 | 📅 | 📇 | 📲 | - |
💡 To select a the specific field in this data object, replace <Name> by a fieldname of your choice. Example: $(Customer.CustomFields.CRMId) |
| Customer.TelNumbers | OBJ | Customer Session |
$(Customer.TelNumbers .<Name>)
|
Customer Tel Numbers | 🔄 | - | 📌 | 📅 | 📇 | 📲 | - |
💡 To select a the specific field in this data object, replace <Name> by a fieldname of your choice. Example: $(Customer.TelNumbers.Mobile) or $(Customer.TelNumbers.Home) |
| CallId | STR | Customer Session | $(CallId) |
Call ID | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | - | Represents the ServiceSessionId of a Nimbus Reporting Service Session. |
| CallChainId | STR | Customer Session | $(CallChainId) |
Call Chain ID | 🔄 | 🔒 | - | 📅 | - | - | - | Call Chain ID from Microsoft Teams (secondary CallId) used to trigger Verba Recording |
| CallerId | STR | Customer Session | $(Caller.Id) |
Caller ID | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ |
Derived from the MicrosoftCallerId, if its value is a GUID instead of an E.164 notation phone number. Used as identifier for Caller Anonymization. |
| CallerUPN | STR | Customer Session | $(Caller.Upn) |
Caller UPN | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ |
The User Principal Name of the caller- valid only if the call came from an internal Teams user Used as identifier for Caller Anonymization. |
| CallerSentiment | STR | Customer Session | $(Caller.Sentiment) |
Caller Sentiment | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | - | The Customer sentiment as / if detected by Bot while interacting as Virtual User with the Customer during a workflow. |
| CallerIntent | STR | Customer Session | $(Caller.Intent) |
Caller Intent | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | - | The Customer intent as / if detected by Bot while interacting as Virtual User with the Customer during a workflow. |
| CallerTelNumber | STR | Customer Session | $(Caller.TelNumber) |
Caller Tel Number | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | The phone number of the caller, without the leading "+" character. Taken from the MicrosoftCallerId, if its value is an E.164 phone number. |
| STR | Customer Session | $(Caller.+TelNumber) |
Caller + Tel Number | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ | The phone number of the caller, including the leading "+" character. Taken from the MicrosoftCallerId, if its value is an E.164 phone number. | |
| DestinationId | STR | Customer Session | $(Destination.Id) |
Destination ID | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ |
Derived from the DestinationId, if its value is a GUID instead of an E.164 notation phone number. Only for Outbound. Used as identifier for Caller Anonymization. |
| DestinationTelNumber | STR | Customer Session | $(Destination.TelNumber) |
Destination Tel Number | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ |
The phone number of the destination, without the leading "+" character. Taken from the MicrosoftDestinationId, if its value is an E.164 phone number. Only for Outbound. Used as identifier for Caller Anonymization. |
| STR | Customer Session | $(Destination.+TelNumber) |
Destination Tel Number | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ |
The phone number of the destination, including the leading "+" character. Taken from the MicrosoftDestinationId, if its value is an E.164 phone number. Only for Outbound. Used as identifier for Caller Anonymization. |
|
| MicrosoftCallerId | STR | Customer Session | $(MicrosoftCallerId) |
Microsoft Caller ID | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ |
Original caller ID sent by Microsoft Teams. Only for Inbound. Used as identifier for Caller Anonymization. |
| MicrosoftDestinationId | STR | Customer Session | $(MicrosoftDestinationId) |
Microsoft Destination ID | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | 👁️🗨️ |
Original destination ID sent by Microsoft Teams. Only for Outbound. Used as identifier for Caller Anonymization. |
System Data
System Data
| Nimbus System Data | Type | Lifecycle Scope | Placeholder | UI Name | PA | RO | CT | AC | CI | UI | CA | Comments |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Created | STR | Service Session | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | The time the session was created | |
| CustomerIdentifier | STR | Service Session | $(CustomerIdentifier) |
Customer Identifier | 🔄 | - | 📌 | - | - | 📲 | 👁️🗨️ |
System parameter, default "Anonymous". Can be manipulated via "AddExternalTask" Flow Action. 🔍 Field is set differently according to modality: Inbound AV/IM: MicrosoftCallerIdentifier Outbound AV: MicrosoftDestinationIdentifier ExternalTask: Customer.Identifier EmailTask: Customer.Email or O365UserId in case of an email from internal user |
| EmailServiceMailboxUPN | STR | Service Session | $(Email.ServiceMailboxUpn) |
Email Service Mailbox Upn | 🔄 | 🔒 | 📌 | 📅 | - | 📲 | - | Mailbox UPN of the mailbox assigned to the service Modality Settings. |
| EmailSubject | STR | Service Session | $(Email.Subject) |
Email Subject | 🔄 | 🔒 | 📌 | 📅 | - | 📲 | - | Mail subject |
| EmailBodyUniqueRichText | STR | Service Session | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | - | Mail unique body. HTML in most cases. If the length exceeds allowed by MS Flow length, it is cut. |
| EmailBodyUniquePlainText | STR | Service Session | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | - | Mail unique body. Plain text. If the length exceeds allowed by MS Flow length, it is cut. |
| Event | STR | Flow Run | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | - | The session Event that occurred |
| InitialMessage | STR | Service Session | $(InitialMessage) |
Initial Message | 🔄 | 🔒 | 📌 | 📅 | - | 📲 | - | Usable in Service Call Templates / Direct Call Templates and IM Workflows for processing an incoming message sent by the user. |
| IsAnonymous | BOL | Service Session | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | 👁️🗨️ | Is the caller anonymous? (True/False). Is set TRUE when Caller Anonymization is enabled. |
| LastConnectedUserId | STR | Service Session | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | - | The ID of the last connected user |
| OriginalCalledNumber | STR | Customer Session | $(OriginalCalledNumber) | Original Called Number | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | - | The phone number or identity on which the call was originally received before it was forwarded to the Nimbus service. Set once at call entry into Nimbus. Empty if the original entry point could not be determined. |
| OriginalCalledTargetType | STR | Customer Session | $(OriginalCalledTargetType) | Original Called Target Type | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | - | Classification of the original call target. Possible values: User, ResourceAccount, Service, Federated, Anonymous, Unknown. Stored as plain text even when Caller Anonymization is active. Empty if the original entry point cannot be determined. Unknown is always set when the target type cannot be classified, even if the display value below could not be resolved. |
| OriginalCalledDisplay | STR | Customer Session | $(OriginalCalledDisplay) | Original Called Display | 🔄 | 🔒 | 📌 | 📅 | 📇 | 📲 | - | Human-readable label describing the original call target when it could not be represented as a phone number (e.g. an internal Teams user, resource account, or federated/anonymous caller) — for example "John Doe (Internal Teams User)", "Sales Auto Attendant", "External / Federated Caller" or "Anonymous Caller". Resolved once at call entry into Nimbus and stable for the entire call lifetime. |
| OutboundTaskId | STR | Outbound Task | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | - | ID when creating OutboundCalls. The OutboundTaskId is returned during GetOnUpdatedTasks and GetOnNewTasks Trigger Events. |
| OutboundAttempt | INT | Service Session | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | - | Current attempt number of OutboundCalls. Increases with every attempt. |
| Reason | STR | Service Session | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | - | System-provided reason for task termination. Used for automated termination of long-standing (non-stuck) tasks, e.g. in the Email or External Task modality after a 5d retention period. Performed during Trigger Event “When a task changes state”. |
| Reference ID | STR | Service Session | $(ReferenceId) |
Reference ID | 🔄 | - | 📌 | 📅 | - | 📲 | - | Optional ID placeholder to use as reference in external Systems, e.g. a CRM Ticket ID. |
| Service Tel Number | STR | Service Session | $(Service.TelNumber) |
Service Line Tel Number | 🔄 | 🔒 | 📌 | 📅 | - | 📲 | - | - |
| Service + Tel Number | STR | Service Session | $(Service.+TelNumber) |
Service Line + Tel Number | 🔄 | 🔒 | 📌 | 📅 | - | 📲 | - | - |
| Service Display Name | STR | Service Session | $(Service.DisplayName) |
Service Line Display Name | 🔄 | 🔒 | 📌 | 📅 | - | 📲 | - | - |
| Service UPN | STR | Service Session | $(Service.Upn) |
Service Line Upn | 🔄 | 🔒 | 📌 | 📅 | - | 📲 | - | - |
| ServiceSessionId | STR | Service Session | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | - | The ID of the Service Session, used to update parameters on Service Level. |
| TaskId | STR | Service Session | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | - | The ID of the Task. Should reflect same value as UnifiedSessionID. |
| TargetUserFirstName | STR | Service Session | $(TargetUser.FirstName) |
Target User First Name | - | 🔒 | - | - | - | 📲 | - | 💡Direct Call Handling workflows only. Describes the Nimbus user behind the Direct Call service. Resolved from the user’s Microsoft 365 profile. Empty if not resolvable. |
| TargetUserLastName | STR | Service Session | $(TargetUser.LastName) |
Target User Last Name | - | 🔒 | - | - | - | 📲 | - | - |
| TargetUserDisplayName | STR | Service Session | $(TargetUser.DisplayName) |
Target User Display Name | - | 🔒 | - | - | - | 📲 | - | - |
| TargetUserUpn | STR | Service Session | $(TargetUser.Upn) |
Target User UPN | - | 🔒 | - | - | - | 📲 | - | - |
| TargetUserImAddress | STR | Service Session | $(TargetUser.ImAddress) |
Target User IM Address | - | 🔒 | - | - | - | 📲 | - | - |
| TargetUserEmail | STR | Service Session | $(TargetUser.Email) |
Target User Email | - | 🔒 | - | - | - | 📲 | - | - |
| TargetUserCompany | STR | Service Session | $(TargetUser.Company) |
Target User Company | - | 🔒 | - | - | - | 📲 | - | - |
| TargetUserJobTitle | STR | Service Session | $(TargetUser.JobTitle) |
Target User Job Title | - | 🔒 | - | - | - | 📲 | - | - |
| TargetUserDepartment | STR | Service Session | $(TargetUser.Department) |
Target User Department | - | 🔒 | - | - | - | 📲 | - | - |
| TargetUserStreetAddress | STR | Service Session | $(TargetUser.StreetAddress) |
Target User Street Address | - | 🔒 | - | - | - | 📲 | - | - |
| TargetUserPostCode | STR | Service Session | $(TargetUser.PostCode) |
Target User Post Code | - | 🔒 | - | - | - | 📲 | - | - |
| TargetUserCity | STR | Service Session | $(TargetUser.City) |
Target User City | - | 🔒 | - | - | - | 📲 | - | - |
| TargetUserState | STR | Service Session | $(TargetUser.State) |
Target User State | - | 🔒 | - | - | - | 📲 | - | - |
| TargetUserCountry | STR | Service Session | $(TargetUser.Country) |
Target User Country | - | 🔒 | - | - | - | 📲 | - | - |
| TargetUserPrimaryTelNumber | STR | Service Session | $(TargetUser.PrimaryTelNumber) |
Target User Primary Tel Number | - | 🔒 | - | - | - | 📲 | - | The phone number of the target user, without a leading "+" character. |
| STR | Service Session | $(TargetUser.+PrimaryTelNumber) |
Target User Primary + Tel Number | - | 🔒 | - | - | - | 📲 | - | The phone number of the target user, in full international format including the leading "+". | |
| TeamName | STR | Service Session | $(TeamName) |
Team Name | 🔄 | 🔒 | 📌 | 📅 | - | 📲 | - | - |
| TeamId | STR | Service Session | $(TeamId) |
Team ID | 🔄 | 🔒 | 📌 | 📅 | - | 📲 | - | - |
| TeamDescription | STR | Service Session | $(TeamDescription) |
Team Description | 🔄 | 🔒 | 📌 | 📅 | - | 📲 | - | - |
| Terminated | STR | Service Session | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | - | The time the session was terminated. |
| Type | STR | Service Session | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | - | Session type. |
| UnifiedSessionId | STR | Service Session | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | - | The ID of the Unified Session. Used to operate with the whole customer interaction with the call center. |
| UserSessionId | STR | Service Session | N/A | Not selectable / visible in UI | 🔄 | 🔒 | - | - | - | - | - | The ID of the User Session, used to update parameters on User level. |
Custom Context Parameters
Custom Context Parameters
In the default Nimbus configuration there are no custom predefined parameters. In case you need to store and handle your own information, you can create these Parameters in the in the Configuration section of Nimbus.
| Custom Context Data | Type | Lifecycle Scope | Placeholder | UI Name | PA | RO | CT | AC | CI | UI | CA | Comments |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
Custom ContextParameters |
OBJ | Customer Session |
Example:
|
Custom Context Parameters | 🔄 | 🔒 | - | 📅 | - | 📲 | - |
💡 To select a the specific field in this data object, replace <Name> by a fieldname of your choice. 👆 In Microsoft Flow these names need to be entered manually! Example: |
| UpdatedParameterName | STR | Flow Run | Name portion of "CustomContextParameters" | UpdatedParameter Name | 🔄 | 🔒 | - | 📅 | - | 📲 | - |
🔎 Used to store the "name / value" portion of a CustomContextParameter (for easier selection within a Flow) → See Parameters for examples of use. |
| UpdatedParameterValue | STR | Flow Run | Value portion of "CustomContextParameters" | UpdatedParameter Value | 🔄 | 🔒 | - | 📅 | - | 📲 | - |
🔎 Good to know
Definition of Custom (Context) Parameters:
- Custom Context Parameters can be defined as a preselection in Configuration > Parameters with a default value. This is useful if you want to use parameters for selection within the Nimbus UI, e.g. in Workflows as a storage variable.
- Custom Context Parameters can also be defined dynamically in MS Flow during Nimbus Task lifetime, using your custom names as the Parameter Name.
- All Custom / System Parameters can also be shown in the Nimbus UI as Context or within your (ongoing) Workflows. The Extensions Service Settings allow you to steer which Parameters are shown in the Portal UI.
- Nimbus will treat both its own System and Custom Parameters – either UI or Flow-defined – in the same way and carry them in a JSON Data object during the entire Nimbus Reporting Model session lifetime.
Usage of Parameters: Custom Context 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:
☝ A “Store Conversation Context Data” option determines parameter storage lifetime. |
Address Book Fields
✅ Precondition: A Tenant Admin and Organization Unit Admin Role is required to select and manipulate Tenant- or OU-scope Address Books via dropdown within “Address Book” related Flow Actions.
Address Book Fields
By using the "Address Book" Flow Action, Address Book fields can be accessed and/or manipulated:
| Name | Type | Description |
|---|---|---|
| ExternalId | string | ID the system where the entry was imported from. |
| FirstName | string | First Name |
| LastName | string | Last / Family Name |
| DisplayName | string | Firstname / Last name 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 |
| CustomFields | string | Custom field array of name / value pairs. |
🔍 Address book "Contact details" - excluding empty fields - will be provided in Attendant Console as a tooltip provided within the "Contact Search".
FAQ - Questions and Answers
🤔 What are Parameters, Fields and how are they used?
Data Anonymization
🤔 What happens to Parameters when Caller Anonymization is enabled?
Once enabled on your Data Privacy Service Settings, the Caller Anonymization will only mask parameters marked specifically in the tables above. A summary can be found in the following table:
Data Processing Considerations
Parameters in Nimbus have a limited life cycle during which their data can be accessed - usually during this ongoing session. As a Service Owner or Administrator you want want to store, process and update this data to increase your Service efficiency.
This leads to various considerations you should take note of:
☝DATA LIFECYCLE & RETENTION
☝ At the end of each session lifecycle the data will be disposed, meaning Nimbus does not store sensitive user data outside an ongoing Nimbus service/user session.
✅ Data Storage: 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 Storage of Context Data
☝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.
☝DATA TRANSFER & CONTEXT HANDOVER
During a Context Handover (Call Transfer) scenario, Session Data is handed over from one Service to another, which also transfers any Custom Parameters, containing potentially private Customer information to the next Service and its Users.
✅ Data Transfer Settings: Via Extensions Service Settings > “Keep Custom Context Parameters on Transfers” you can decide if you want to transfer these additional Parameters.
💡Recommendations:
- Check which of your Custom Context Parameters contains sensitive data (also the ones exclusively handled via your Flow).
- By using Trigger Events and Flow Actions you can decide when to override Parameters.
- Check the Extensions Service Settings to see which Parameters are shown in the User-accessible UI, e.g. My Sessions.
- Note that the Sessions List also lists Custom Parameters within the “Session Details”, and does store the parameters if configured within the respective Service's Settings.