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:
- 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 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.
- 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:
As a lot of information is conveyed in the following table, the following abbreviations have been defined:
Visibility checkboxes: ✅
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:
|Nimbus Power Automate Connector
Flow Actions > Action "UpdateTask"
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.
|Nimbus internal entity ID
|ID the system where the entry was imported from.
|Last / Family Name
|Firstname / Lastname combination
|Initials (e.g. "JK")
|IM SIP Address
user name (logon name),
separator (the @ symbol),
and domain name (UPN suffix)
|Street and No.
|Code and City
|Country of Origin
🔍 Address book "Contact details" - excluding empty fields - will be provided in Attendant Console as a tooltip provided within the "Contact Search".