Parameters allow service administrators to store CRM information or caller DTMF input in a custom variable. Parameters can then be used in Workflows, e.g. to store customer or CRM system inputs and route a call accordingly.

Creation of a custom parameter

Adding Parameters

  1. To add a new parameter, open "Configuration" > "Service" > "Parameters".
  2. Click on " Create "
  3. Specify details for your parameter:

    Field Description
    NameSystem name or label as the parameter is visible in the Nimbus UI.
    Organization Unit

    The Organization Units (service) to which this parameter will be made available for.

    (lightbulb) Other services / OU's may not see or access this parameter. A Tenant admin can re-assign the parameter to a different OU or make it available tenant-wide.

    (warning) Careful when using shared parameters. 

    Default value

    The default value can be any content. It will be left unchanged if the caller hasn't made an input.  You can check for the default in "Check Parameter" Workflow Activity and react accordingly.

    (lightbulb) You can also leave this field empty (Empty string, not null)

    ID

    (info) Generated automatically on creation, this ID is the systemic name for the variable. Please note:

    • It has to be unique in your tenant and cannot be changed after creation. A warning will be shown if the ID was already used.
    • Special characters and white spaces are not allowed
    • Cannot be saved empty
  4. Save your Parameter.

Using Parameters

Parameters can be used in a multitude of ways. 

Custom parameters can be used in the following areas:

AreaUsage within
Workflows

Workflow Activities

  • "Voice Message" 
  • "Input customer" 
  • "Collect Information
  • "Check Parameter"
Microsoft Power Automate Connector

Action "UpdateTask"

  • CustomContextParameter.<ID>
Conversation Context

As part of a context URL:

  • $(CustomContextParameters.<ID>)
Below are some examples for each area.

In Workflows

In your workflow you can update a parameter with the "Collect Information" activity, e.g. to collect a DTMF input from your callers. The input can then be evaluated with the "Check Parameter" activity, e.g. to route a call or play an announcement based on a regular expression evaluation.

Parameters handled in a workflow

In Voice Messages

As part of the workflows, "Voice Message" a previously filled custom parameter can be part of a dynamic message.

"Voice Message" activity with a dynamic custom parameter

In Power Automate

You can also use your custom parameters in a Power Automate flow:

  • The Nimbus connector will update the parameter during Trigger Events.
  • The flow action "UpdateTask" allows to use custom parameter in the following form:

    CustomContextParameter.<ID>
    CODE

    ... with <ID> to be replaced by the unique ID when you created the parameter (→ see above "Adding Parameters").

(lightbulb) The Workflow activity "Collect Information" will update only the custom parameter, not cause a complete refresh of all parameters as a Trigger Event would-

In Context URLs 

When creating Conversation Context to open alongside a call, custom parameters can be used for form part of an URL. 

Context URL with dynamic custom parameter parts

Example: Parameter Lifecycle

Let's explore the lifecycle and possibilities with custom parameters in an example:

  • As soon as a caller session is started in Nimbus, the Custom Context Parameter object is created and holds the list of all customer context parameters for the related Organization Unit.
  • If you leave the "Default Value" of your Parameter empty, it is also initialized with a null value in Nimbus.
  • We can use the "Collect Information" workflow activity to set the value of a Custom Context Parameter.
  • We can use the "Parameter Updated" Trigger Event within a Power Automate Flow to react to the update event generated by the "Collect Information" workflow activity and use the value in a flow.
  • The fields " UpdatedParameterName " and " UpdatedParameterValue " hold the name and value of the active " Parameter Updated " trigger event.
  • We can also use the Power Automate Action " UpdateTask " t o set or update the value of a Custom Context Parameter.

 For our service "Sales Demo CH" we created five parameters: 

Custom Parameter JSON

In Power Automate, the json structure of the data object holds all five custom context parameters and their current values.

(lightbulb) " UpdatedParameterName " indicates which one has been updated in the last " Parameter Updated " Trigger Event

  "CustomContextParameters": {
            "Survey": "2",
            "ClientId": "5638872",
            "IsOnBlacklist": "false",
            "PreferedAgent": "SIP:dave@company.com",
            "IsVIP": "false" 
        },
        "UpdatedParameterName": "Survey",
        "UpdatedParameterValue": "2"
}
JSON

Read our related Use Case - Storing external CRM data in custom parameters to learn more on this topic.

Related Information

Good to know

  • If a parameter is never set in a session, the default value is used and can be part of all examples above, e.g. to define a "Default" path in your call flows.
  • Within the Microsoft Power Automate Connector:
    • On an incoming call Nimbus adds predefined Conversation Context Parameters of the service and higher level (tenant) to the actual CustomContextParameters list, each with their default values.
    • This will occur from the beginning with the first Trigger Event.
  • Custom Parameters are kept as long the customer session is ongoing - even after workflow transfers to other services. The parameter is cleared when the session concludes with a result, according to the Nimbus Reporting Model.