The following page will list all workflow activities and their configurable properties. Please note:

  • Terminology: "Workflow Step", "Workflow Element" and "Workflow Activity" are used synonymously in the following context.
  • Certain workflow activities are retricted by license / and modality. Check Nimbus Features for a comparison. Service license downgrades may not be performed until you remove the according activities from your workflows.
    Examples are:  Contact Center  Instant Message (Private Preview)
  • Certain workflow activities have required predecessors, marked with (tick) - ensure to have them connected in your workflow to avoid errors in call handling.
  • All workflows heavily rely on prepared Configuration data entities such as Opening Hours, Parameters, Playlists etc.
    • Make sure to configure these entities beforehand and place them in Organization Units that are accessible for your workflow.
    • Visibility of workflows and all their related data entities follows the Organization Unit (OU) → "Reading along the path" rule. When workflow-dependent items are moved to a different OU, your workflow will continue to operate. However, once deselected away from, a moved entity cannot be selected again.
  • Activities with Text-to-Speech (TTS) generators use engines provided by Microsoft.
    • We dynamically update the list of available languages. Any old or outdated selections may therefore be marked with a warning that disappears until you select a different TTS-engine.
    • Your existing "outdated" TTS-activities still remain intact as a working copy on the Nimbus infrastructure until you change them.

Workflow Troubleshooting

(warning) The workflow editor is a very powerful tool, but also allows for misconfigurations and lost calls.  Listed below are the most common issues our users report, and how to avoid them:

IssueCaused byHow to Avoid
Calls are not getting accepted at all"Start" node wasn't connected to any other Workflow Activity node.
  • Always ensure that the "Accept Conversation" activity is used as soon as possible.
Calls are accepted but not handled (to completion)

Announcements or similar activities have exit nodes which are not handled, resulting in stuck calls.

  • Always make sure to handle exit cases of activities.
  • Always end calls with an escape - e.g. "Disconnect Conversation" (even after "transfer" scenario).
Calls are stuck in an infinite loop

Steps redirecting on themselves with no exit condition.

  • Always end calls with an escape - e.g. "Disconnect Conversation" (even after "transfer" scenario).
Calls were not re-entered in the same Queue

Calls reaching the end of a Queue e.g. "Timeout" getting re-inserted into the same queue. 

This causes inconsistent reporting states for the call and sometimes Infinite loops.

  • Always end calls with an escape - e.g. "Disconnect Conversation" (even after "transfer" scenario).
  • "Queue" each caller only once per service.
  • Use Multiple "Queue" activities within a workflow by clearly separating them, e.g. by "Input Customer (IVR)" so each path can only be taken once.
  • Use the "Check Task" and "Cancel Task" activities to play announcements or react otherwise to calls already in a (long) queue.
Parameter checks fail or the default exit is always taken

Either the parameter is not written correctly (or not in time) or the validation with regular expression fails to find a pattern. In either case the workflow activity takes the default exits.

Workflow Best Practice

  • Make sure to use Workflow Templates as pointers on how your workflows should be structured. Gradually expand and test your configurations to avoid mistakes.
  • We gradually expand our Power Automate Use Cases with examples that also include the workflow editor. Make sure to check back regularly get the most out of Nimbus and your external systems.
  • Keep in mind that any workflow changes (either in Distribution Service Settings or the workflow itself) take effect immediately. We therefore recommend to test larger changes on a (hidden) service with a test call.