Every incoming call in Nimbus is considered a task to be distributed via queue. This view can look different depending on how your Nimbus service is configured.

"Tasks" Queue as shown in the Dashboard, A "Pickup" distribution type was configured, so corresponding "Pickup" Buttons are shown.

Queue Distribution Type

The "Distribution Type" setting in your Workflows > Queue Activities determine how incoming tasks are distributed.

Distribution TypeDescriptionWhen to Pick

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.

(lightbulb) 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.

DirectWill 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 Conference  (star)

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

(star) Our General recommendation for most services. Ensures faster handling of calls without blocking too many users at once for the same ringing call.

(info) Conference invitations get cancelled if a task was aborted (e.g. Hangup by User, Queue left, Max Wait Timeout Reached ). → See Nimbus Reporting Model.

Pickup (warning)

Will show extra "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. If the Nimbus user is unavailable or the session is otherwise ended the call will be lost.

In small teams (e.g. volunteers) where it's acceptable to lose a call and reporting data isn't as important.

(warning) Pickup by itself does not allow call transfers as Nimbus has no further control over the session.→ If you want to use Pickup with transfer, use "Pickup with Adjustable RONA" or "Pickup Conference" instead.

KNOWN ISSUE When any "Pickup" type is selected, skill-based Contact Center Service types may still show the call in a queue, however without a pickup button. → We recommend not using any "Pickup" distribution type in a skill-based distribution scenario.

Pickup with Adjustable RONA

Same as Pickup, but with adjustable RONA. A call session that is not accepted (after "Pickup" is clicked) within the given RONA time can be re-inserted into the task queue or handled otherwise.

Pickup Conference

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 data is lost. Suitable for scenarios in which the agents can keep an eye on the app. Or to "park" calls in a queue so that other calls can be answered first and then the parked call can be retrieved from the waiting queue.

(info) Conference invitations get cancelled if a task was aborted (e.g. Hangup by User, Queue left, Max Wait Timeout Reached ). → See Nimbus Reporting Model.

Related Topics:

  • The "Distribution Type" settings can be configured via Workflows. Consult our Workflow Activities for a full set of call "Queue" distribution options.
  • Team Owners can switch between workflows at any time using the Service Settings.

Combine Distribution Types in flexible Opening Hour Workflows

An effective way to manage your call distribution is to combine different "Queue" steps with "Opening Hours" activity in your workflow. Note that workflows need to be assigned to your service (done via Service Settings). 

Here is a possible scenario on how to individually configure the task distribution: 

  1. Go to your Workflows and add a new activity "Check Opening Hours".
    (lightbulb) Templates using this activity are available for you to build upon.
  2. Within the "Queue" Steps you may now configure the distribution type as you need to for each working hours.
  3. When satisfied with your workflow, go to the Service Settings and apply it to your service. 
    (warning) Note that changes to workflows and opening hours are applied immediately.

(question) Why switch between Distribution Types? Here are some examples:

Depending on your daily workload or available team members you might want to switch the distribution to: 

  • Improve the customer experience by already establishing conferences that a Nimbus user can quickly join into.
  • Handle more tasks with direct distribution (but at the risk of potentially lost calls). 
  • Give your team members more flexibility in taking calls actively or leave it to Nimbus to completely automate the distribution with the "longest-idle-user-first" approach. 
  • Follow the concept of Teams history-based chat communication by enabling Nimbus Adaptive Cards. This eases team members into the new concept without having to install extra tabs or apps.
  • Stay within the same type of distribution, but Individually configure RONA times, wait music or other parameters depending on opening hours.

Advanced Task Handling with Distribution Profiles

Contact Center distribution feature.

As your service increases in size, your requirements in call distribution may as well. Switching your Service Type to a Contact Center license enables additional and granular queue handling via an Distribution Order algorithm. The configuration steps and concepts behind them are explained in the following example:

Distribution Order

(lightbulb) Click on the tabs learn more.


  1. By applying Skills and Responsibilities you can define your users and the call escalation.
  2. By applying Distribution Policies on your Contact Center services you determine, how these skillsets are used in call escalation.