System Fields and Parameters

INC Work in Progress Remark

This area of the Knowledge Base is still work in progress (WIP). Expect changes to the layout of this page as improvements are made.

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:

🔎 For a comprehensive list, visit our Power Automate Use Case listings.

DATA LIFECYCLE & PERSISTENCE

Parameters and fields within Nimbus have a lifecycle 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. Furthermore, such data will not be part of the Nimbus Reporting.

💡 You can enable a temporary storage of data via Extension Service Settings > “Store Conversation Context Data” option which will persist during service transfers. However, if you wish to store your data permanently, you need to do so during an active call session and within a system of your choice (e.g. a CRM or Database).

 

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

  • STR = string
  • OBJ = object
  • BOL = boolean
  • INT = integer

Lifecycle Scope:

  • Service Session: The parameter only exists within the same service session. In workflow terms: within one workflow until transfer or disconnect.
  • Caller Session: The parameter persists throughout the whole customer session, including a workflow transfer to other Nimbus services.
  • Flow Run: The parameter only exist in the Power Automate flow run and is discarded once the flow is complete.

Visibility checkboxes: ✅

 

Call Data

Caller Data Fields Type Lifecycle Scope Placeholder UI Name PA  RO CCT AC CI UI Comments
CustomerFirstName STR Caller Session $(Customer.FirstName) Customer First Name -  -
CustomerLastName STR Caller Session $(Customer.LastName) Customer Last Name -  -
CustomerDisplayName STR Caller Session $(Customer.DisplayName) Customer Display Name -  -
CustomerUpn STR Caller Session $(Customer.Upn) Customer UPN -  -
CustomerImAddress STR Caller Session $(Customer.ImAddress) Customer IM Address -  -
CustomerEmail STR Caller Session $(Customer.Email) Customer Email -  -
CustomerCompany STR Caller Session $(Customer.Company) Customer Company -  -
CustomerJobTitle STR Caller Session $(Customer.JobTitle) Customer Job Title -  -
CustomerDepartment STR Caller Session $(Customer.Department) Customer Department -  -
CustomerStreetAddress STR Caller Session $(Customer.StreetAddress) Customer Street Address - Used to render a google maps location wherever caller information is shown.
CustomerPostCode STR Caller Session $(Customer.PostCode) Customer Post Code - Used to render a google maps location wherever caller information is shown.
CustomerCity STR Caller Session $(Customer.City) Customer City - Used to render a google maps location wherever caller information is shown.
CustomerState STR Caller Session $(Customer.State) Customer State - Used to render a google maps location wherever caller information is shown.
CustomerCountry STR Caller Session $(Customer.Country) Customer Country - Used to render a google maps location wherever caller information is shown.
CustomerPrimaryTelNumber STR Caller Session $(Customer 
.PrimaryTelNumber)
Customer Primary Tel Number - The phone number of the customer, without a leading "+" character.
STR Caller 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 Caller 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 Caller 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
MicrosoftCallerId STR Caller Session $(MicrosoftCallerId) Microsoft Caller ID  ✅ Original caller ID sent by Microsoft Teams
CallId STR Caller Session $(CallId) Call ID
CallChainId STR Caller Session $(CallChainId) Call Chain ID - -  - Call Chain ID from Microsoft Teams (secondary CallId) used to trigger Verba Recording
CallerId STR Caller Session $(Caller.Id) Caller ID Derived from the MicrosoftCallerId, if its value is a GUID instead of an E.164 phone number
CallerUPN STR Caller Session $(Caller.Upn) Caller UPN The User Principal Name of the caller - valid only if the call came from an internal Teams user
CallerTelNumber STR Caller 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 Caller 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
 
 

System Data

Nimbus System Data Type Lifecycle Scope Placeholder UI Name PA  RO CCT AC CI UI 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

Event STR Flow Run N/A Not selectable / visible in UI - -  -  - The session Event that occurred
Id STR Service Session N/A Not selectable / visible in UI - -  -  - The ID of the session
InitialMessage STR Service Session N/A 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)
LastConnectedUserId STR Service Session N/A Not selectable / visible in UI - -  -  - The ID of the last connected user
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.
RequestId STR Flow Run N/A Not selectable / visible in UI - -  -  -

Request ID to use to Update Tasks.

☝ Known Limitations: Flow "RequestID"  When a new External Task (ET) is created via Power Automate Flow Action, the "RequestId" value will not be returned. This means that you can't create and update an ET within the same flow. → You need configure an additional flow – based on one of the Nimbus Trigger Events – and update the ET via "UpdateTask" action.

ServiceLineTelNumber STR Service Session $(ServiceLine 
.TelNumber)
Service Line Tel Number  - -
STR Service Session $(ServiceLine 
.+TelNumber)
Service Line + Tel Number  - -
ServiceLineDisplayName STR Service Session $(ServiceLine 
.DisplayName)
Service Line Display Name  - -
ServiceLineUPN STR Service Session $(ServiceLine.Upn) Service Line Upn  - -
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
 
 

Custom Context Parameter

Custom Context Data Type Lifecycle Scope Placeholder UI Name PA  RO CCT AC CI UI Comments

Custom
ContextParameters

OBJ

Caller Session

$(CustomContextParameters
.Name>)

Example:

$(CustomContextParameters
.CrmUrl)

Custom Context Parameters

- -

🔎 Parameters can be defined as a preselection in Configuration > 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:
$(CustomContextParameters
.CrmUrl)

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

- -

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 

Workflow Activities

  • "Voice Message" 
  • "Input customer" 
  • "Collect Information" 
  • “Check Parameter”
  • “Wait for Parameter”
Nimbus Power Automate Connector 

Flow Actions > Action "UpdateTask"

  • CustomContextParameter.<ID>
Conversation Context 

As part of a context URL:

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

My Sessions UI customization:

  • "Session Details" widget

 ☝ 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".

 
 

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