Workflow Activities

Controls when your call or chat will be accepted (also for Reporting / KPI purposes).

This activity is essential and cannot be disabled. It's required in a workflow (e.g. right after a → "Check Opening Hours") activity to ensure proper session tracking, call distribution and reporting.

Multi Line Text Box with Custom Parameters and System Fields and Parameters support.

Will send the "Message" after the specified delay. 

• Default 00:00:01
• Min: 00:00:01
• Max 00:10:00

Only shown when Announcement Type = Text to Speech is selected. 

• Allows you to add text to the box that will be read in the prompt language / locale.
• The announcement can be a mixture of text and Custom Parameters and System Fields and Parameters. 
• Announcements will be generated on-the-fly and cached if continously re-used.

Usage and Luware fair use policy

• This activity has a dynamic character limit for the Text-To-Speech engine.

• The final resolved parameter values – not the parameter name –  count towards this character limit. Keep this in mind when parameters are very long (e.g. a customer with multiple surnames)

• The limit is shown in the info-tooltip below the text field as you enable the "Add Parameters" field. Please note that this limit is subject ot change.

Note: When the limit is exceeded, this activity will be skipped. → We recommend splitting the important information (e.g. parameters) into separate "Announcement" activities with short sentences each to avoid a skip.

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Please note that on-the-fly Text-to-Speech engine uses runtime resources that are under a fair-use policy. Luware may change the usage limit or contact customers that exceed the general usage quota.

A clear name for the exit node.

You can add up to 10 nodes by clicking "Add Input" at the end this field group.

A clear name for the exit node.

You can add up to 10 nodes by clicking "Add Input" at the end this field group.

Multi Line Text Box with Custom Parameters and System Fields and Parameters support.

• If part of the parameters are resolved they are compared with the customer input. 
• If none of the parameters could be resolved or is empty, the NR (not recognized) exit is taken immediately.
• The evaluation will not be case sensitive, spaces at beginning and end are trimmed.

Example: A customer secret is taken from a CRM and expected as an input from the customer to verify. Refer to our List of Use Cases for examples on data retrieval. 

KNOWN LIMITATION When the customer is chatting very fast, it could be that the "Input Customer" activity catches and evaluates the wrong input. We recommend to loop the NR (not recongized) exit on an extra "Chat" message, then back to the activity itself.

Required: To be visible in this selection menu at least one Custom Parameter must be defined and made available to your service or tenant-wide via Organization Unit configuration.

Parameters can be used in the following areas:

Required: To be visible in this selection menu at least one Custom Parameter must be defined and made available to your service or tenant-wide via Organization Unit configuration.

Parameters can be used in the following areas:

The "input received" activity exit is taken under the following conditions:

• When the caller entered the max number of digits.
• When the the caller completes the input with the #. The # character will not be saved as input
• When the timeout is reached and the caller has entered at least one digit (but less than < MAX DTMF Digits)

In all cases the parameter is stored and the default / previous parameter is overridden.

Account for parameter processing delays

A common use case is to add a "Check Parameter" activity right after your "Collect Information":

• In a "same parameter / Nimbus internal" scenario this should work without problems, as there are no expected delays in parameter storage and processing.
• in a "different parameter / external system" scenario a custom parameter input "lookup_param_1" could be used to store look-up info for handling in an external system. The results would be stored in "return_param_2". 
  This data-handling process may take time that a Nimbus workflow does not account for.

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Recommendation: When involving an external system (e.g. using the Microsoft Power Automate Connector ), add an "Announcement" or other delaying workflow activity that allows "Check Parameter" to catch the updated return value.

There is no input validation.

• If any input is provided by the customer the "Input Received" exit is taken. 
• With a "Input timeout" specified and no input given, the "No Input" exit is taken.

Allows to choose between resource types:

• a playlist (default) 
• a single resource 

Playlists consists of one or multiple resources, defined via Configuration > Playlists . 

 If the same workflow activity is hit multiple times, the music is continued where it stopped before.

Playlists only. Will shuffle the entries in your playlist before playback.

Limits the duration for this step, depending on the "Resource Type" setting:

Will send a message to the service chat channel within MS Teams. 

Example Message: 

Voice message has been received from $(Customer.FirstName) $(Customer.LastName) / $(Caller.TelNumber)

Also supports MSFlow System Fields and Parameters , like:

• CustomerFirstName, string
• CustomerLastName, string
• CustomerCompany, string
• CustomerTitle, string
• CustomerDepartment, string
• CustomerStreetAddress, string
• CustomerPostcode, string
• CustomerCity, string
• CustomerState, string
• CustomerCountry, string

Learn more about this on: Microsoft Power Automate Connector

Allows the use of custom user Parameters and System Parameters, in the message. → Selected Parameters are inserted at the current cursor position in the "Message" field.

Learn more about this on: System Fields and Parameters.

 Parameters and Context will be exchanged with data once the activity is executed. The context info is also used in the adaptive card. → See info below

Allows you to define a transfer target, with a choice between: 

• a Custom Parameter . Requires a valid UPN / E.164 PSTN as transfer target.
  The behavior will be different depending on target:
  • Service: When the parameter is matching a Nimbus service, it will be treated like an internal service transfer. Timeout and music on hold playlist are ignored. Reporting treats this as "Service Transfer".
    
  • Known User: When the parameter is matching an internal user, it will be treated like any internal target. Timeout and music on hold playlist are considered. Reporting treats this as "Internal Transfer".
  • Unknown User: When the target is valid, but not recognized as internal user or service, it will be treated as external target. Timeout, music on hold playlist, and leave Nimbus flags are ignored. Reporting treats this as "External Transfer".

  • In any other case: – including UPN / PSTN number format incorrect – the "Failed" exit is taken. Please note that this activity does not perform any validity checks. Values must be well-formatted.
    

     Show me how to verify this

    To ensure your transfer is done correctly, precede with a "Check Parameter" step depending on what scenario you expect in the parameter content:

    Check Scenario	Regex	Check Parameter Activity
    UPN (Service or Teams User)	Use a custom parameter with a regular expression as follows: ^[^ @}+@.$
    Route to a PSTN Number	Use a custom parameter with a regular expression as follows: ^\+[1-9]\d{1,14}$
    Please note that the "Check Parameter" Activity will take the first valid Regex Check exit note. Make sure to handle "No Match" and "Not Set" exits as well, e.g. by ... ... trying to retrieve the parameter input again ... adding additional "Check Parameter" steps or checks. ... by routing the call to the normal queue (without a preferred Agent).

     Show me some Regular Expression examples...

    These are some common Regular Expressions (RegEx) we recommend to use within Nimbus. To test your own regular expressions please consider using this online tool: RegExr: Learn, Build, & Test RegEx.

    Description	Regular expression	Check perform on Fields and Parameters
    Incoming Call is from an external PSTN number	^\+[1-9]\d{1,14}$	MicrosoftCallerId
    Incoming call is from an internal Teams account (UPN)	^[^@]+@.+$	CallerUPN
    Incoming number is from Germany/UK Germany +49 UK +44 Check country code	^([+]49)\d+ ^([+]44)\d+	MicrosoftCallerId
    Caller is anonymous	^Anonymous	MicrosoftCallerId
    The incoming call is from Switzerland OR Germany	^([+]49)|^([+]41)\d+	MicrosoftCallerId
    The value equals 1	^[1]$	Queue Position Custom Parameter
    The value equals  2	^[2]$	Queue Position Custom Parameter
    The value equals or is greater than 3	^[3-9]$|^([1-9]\d|[1-9]\d{2,})$	Queue Position Custom Parameter
    No user is available	^[0]$	Available Users Custom Parameter
    One or more users available	^[1-9]$|^([1-9]\d|[1-9]\d{2,})$	Available Users Custom Parameter
    The value is true	^(true|True|1)$	Custom Parameter
    The value is not Empty	^.	Custom Parameter
    The lenght of the string is in between 5 or 10 and not less or more	^.{5,10}$	Custom Parameter
    The lenght of the string equals 3	^.{3}$	Custom Parameter

    Also refer to System Fields and Parameters for a comprehensive list on parameters handled by Nimbus.

    
    

• a Service Line as transfer target.
  You can search for Service Lines of the same Nimbus tenant.
  
  
• a User to transfer to:
   You can search for Users of the same O365 tenant
  • Nimbus users are considered as an "Internal Transfer"
  • Other users are considered as "External Transfer"
    
    
• an external SIP, UPN or PSTN / Phone number. 

Notes on Transfers

• A transfer uses the external caller number (ID) as long as the call has not been escalated to a conference. A conference is created as soon as a Nimbus user joins a call (e.g. via queue distribution).
• If an incoming caller is internally transferred from service 1 to service 2 - with external transfer configured on service 2 - the number of service 1 is carried forward.
• KNOWN LIMITATION Federated transfers to users in another tenant are currently not supported.

Transfer to PSTN limitation

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Out-of-the-box, Nimbus and affiliated addons can only perform PSTN transfers according to Microsoft's licensing and constraints.

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Which PSTN license do I need to acquire?

As a tenant administrator you need to acquire the following licenses and assign them to the application instance of the respective Nimbus SOURCE service (team) that will act as PSTN transferor:

Your Setup	Required License
Direct Routing	"Microsoft Teams Phone Resource Account"
Calling Plan	"Microsoft Teams Phone Resource Account" + "Microsoft Teams Domestic Calling Plan" or "Microsoft Teams Domestic and International Calling Plan" or "Microsoft Teams Calling Plan pay-as-you-go" + "Communication Credits" (if these aren't already included as part of your plan)
Operator Connect	"Microsoft Teams Phone Resource Account"
As of 2023 "Microsoft Teams Phone Standard" licences are no longer supported by Microsoft. Previously those licenses were viable for Nimbus. → Regardless if you are using Direct Routing, Calling Plans, Operator Connect - the "Microsoft Teams Phone Resource Account" license is now always required.  Please note that Luware staff cannot make recommendations on which license plan is best suited for your needs. Depending on your scenario, additional Teams App licenses may be required. Exact details are to be discussed with your Microsoft contacts. Also see: https://learn.microsoft.com/en-us/microsoftteams/teams-add-on-licensing/virtual-user

How does PSTN licensing affect Service and Call Transfers?

Assuming that Service A has a PSTN license assigned - but further Services don't - the following scenario may unfold:

Scenario A - Service A workflow is configured to transfer the caller to Service B. The license of Service A is used, the PSTN transfer occurs. The PSTN license is re-used throughout further transfers to Services C..D...x. Scenario B - Service B is called directly instead. Now the workflow of Service B attempts a redirect to either service A or transfer to C. The PSTN transfer fails due to a missing license on Service B. Learnings For one first-level-response Service: If you handle first-response calls always via the same Service you need a PSTN license for that particular first-level Service. For multiple first-level-response Services: If you handle first-response calls always via multiple Services you need a PSTN license for all those first-level Services . Nimbus will attempt to use the PSTN license of the first service that responded to a call, regardless of how many further internal service transfers are performed thereafter. If no PSTN license is found on a service that requires it for a transfer, the transfer task will be considered as failed and be treated as such by the system (e.g. workflow exit announcement, reporting "transfer failed" outcome).

Note that handling and tracking of running cost for PSTN licenses is outside of Luware support scope.
If you require assistance in extending and/or configuring your Nimbus services for PSTN our support will gladly assist you:

Luware Support

Website	https://luware.com/support/
Helpdesk	https://helpdesk.luware.cloud
Service Status	https://status.luware.cloud/

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Refer to the external reference: Microsoft Teams PSTN connectivity options and Microsoft Teams add-on licenses.

Transfer to Teams-native Auto Attendants and Call Queues

Nimbus does currently not support direct transfers via Blind transfer, Safe transfer, or Consultation Call to either UPN or PSTN numbers of Teams-native Auto Attendants and Call Queues. Any such transfer or consultation attempt will lead to the call being aborted.

Causes and Workarounds

This is caused by Microsoft Teams limitations with regards to what voice applications (such as Call Queues, Auto Attendants, and Nimbus) are allowed to do, and cannot be circumvented by Nimbus.

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A possible workaround would be to force the call over your Direct Routing SBC by using an internal dummy number that isn't otherwise associated with any other Teams user or service already. This call would then be routed to your SBC, which can then re-direct it towards the actual number of the Call Queue / Auto Attendant on the Teams side again. As this workaround is dependent on voice infrastructure components outside of Luware's control and support scope, please reach out to your SBC provider or skilled personnel for its implementation.

The above-mentioned workaround is not technically feasible if you are using Microsoft Calling Plans or Operator Connect to provision numbers directly through Teams. Forcing an external reroute as a workaround is not possible with these numbers.

Allows you to transfer a Chat session to other Nimbus services.

  Notes:

• • Only Services with Instant Messaging modality enabled in their Modality Service Settings are selectable in this list.
  • If a Service has the Instant Messaging modality not activated (anymore), the "Failed" exit is taken. 
  • In case of a deactivated required modality on the service, a warning is shown on the entry.
• a Custom Parameter as transfer target. Requires a valid Service UPN as transfer target.

Allows you to transfer an External Task to other Nimbus services 

Notes:

• • Only Services with External Task modality enabled in their Modality Service Settings are selectable in this list.
  • If a Service has the  External Task modality not activated (anymore), the "Failed" exit is taken. 
  • In case of a deactivated required modality on the service, a warning is shown on the entry.

Microsoft Power Automate Connector - External tasks can be identified by Service Session ID as well as Unified Session ID, and deleted via " RemoveExternalTask" Flow Action.

Available if the target is external or any O365 user. 

• Picking a user enables the "Transfer to Voicemail" option. 
• There is no control of outbound invitation timeouts and no waiting music.
• On Transfer Nimbus considers the current Reporting call session as terminated. Once a call is leaving Nimbus, there will be no further reporting about the continuation of the call. 
• Unsuccessful transfers will be returned and the "Failed" exit is taken.

"Leave Nimbus" on External Transfer

This option has the following behavior for external transfers:

• When enabled the original call session gets transferred over. The transfer target will then see the caller ID of the original caller.
• When disabled the transfer target gets invited to a conference session, which was organized by the Nimbus service. The target will then see the caller ID of the Nimbus service.

Not applicable.

Not applicable.

Available when the target is a MS Teams user and "Leave Nimbus" is enabled:

• With voicemail enabled: the caller will directly hear the announcement to leave a message. The target will not receive a ringing toast, but instead get a voicemail notification within MS Teams.
• With voicemail disabled: the call will attempt to ring at the target instead.  If the target declines, ignores or is busy the "Failed" exit is taken.

Not applicable.

Not applicable.

A multiline textbox. Contents will be stored in your selected Parameter.

Tips

You can store a combination value of both Custom Parameters and/or System Fields and Parameters .

To form complex validation chains you can combine "Save to Paramater" with previous data handling activities. For example:

1. Add a "Collect Information" or " Input Customer " to get customer preferences first (e.g. Language, Type of Issue).
2. Follow with one or several "Save Parameter" steps, e.g. to form a code combination made out of user inputs and optional system Fields and Parameters.
3. End with a "Check Parameter" activity to ensure your output is correct, then route your workflow accordingly.

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You can extend this scenario even further by including external systems via our Microsoft Power Automate Connector. Refer to our How to use the "Save to Parameter" workflow activity for an example and our Power Automate Use Cases further creative inspiration. 

KNOWN LIMITATION The value stored in "Save to Parameter" is text-only. Any relation to previous variables and parameter names to create this saved output is lost after exiting this activity. We are aware that having dynamic nested parameters in other activities would be very useful and are working to extend this functionality with future updates.

When the activity is reached, wait for the specified time.

• Default: 00:00:10
• Min: 00:00:01
• Max: 00:30:00

Distribution Type

 Requires a "Pickup" Distribution Type to be set.

Enable this for Adaptive Cards to be created automatically within the Service chat channel in MS Teams.

Adaptive cards will update with the call information. Team members can also opt to pick up calls, listen to voice recordings or mark the call as handled within the card itself.

Only "Direct" Distribution

 Requires a "Pickup" Distribution Type to be set.

Enable this for Adaptive Cards to be created automatically within the Service chat channel in MS Teams.

Adaptive cards will update with the call information. Team members can also opt to pick up calls, listen to voice recordings or mark the call as handled within the card itself.

Not applicable.

Enables a time limit for this task.

 Rules in the info box below apply.

None

Will exit based on currently active Opening Hour rule currently in effect for your General Service Settings.

• Exits match the period types of opening hours (open, closed, holiday, special 1-4), allowing you to branch out your workflow accordingly.
• If no opening hours are defined the "default" exit on this activity is taken.

Notes on Opening Hours:

• If no opening hours calendar is defined in your General Service Settings, the "Default" exit in your activity is taken.
  
• Once created, an Opening Hour calendar must have a default opening state (e.g. "Closed") assigned. 
• If both primary and secondary opening hours are defined in your General Service Settings, precedence rules apply:

General recommendation: The safe bet is to handle all exits on your workflow activity, as you you may lose tasks otherwise.

Allows to select the target Service (within your tenant) for which the availability check and routing is performed for.

Leaving this at "Current Service" will dynamically check the status of the service currently using this workflow. This allows for multiple services to use the same workflow with an "Availability based Routing" step without having to adapt the step's properties individually to their needs. 

You can use this workflow step multiple times within the same workflow check different services simultaneously, e.g. to achieve an availability-based escalation and routing routine.

The activity has 3 exits based on the current overall team status (look-ahead). The availability depends on the User assignment type of your Service.

How can I determin the type of service I'm in? Team owners can access Distribution Service Settings and inspect the "User Assignment Type". Note that this type is determined during Service Provisioning and cannot be changed.

Service Availability (Exit condition)	MS Teams-based Service	Skill-based Service
No One Available	All users are inactive – or active but set "offline" in MS Teams)	No users online or available within the service's Distribution Policy levels.
In Time Available	All active users are not immediately available e.g. "DND/Away/Busy" or when occupied by another call.	No users in the 1st Distribution Policy level are not available, but in any other levels users are available.
Direct Available	At least 1 user is available = MS Teams presence set "available" and also set to "active" in Nimbus).	At least one in the 1st Distribution Policy is available and ready to take a task.
Notes	The "Active" state toggle in a team can make users unavailable regardless of MS Teams presence. Additionally, MS Teams Presence also impacts the service availabiltiy. See note below.	The Duty States toggle for each user determines a user's currently applicable Responsibility Profile considered for skill based distribution. Additionally, MS Teams Presence also impacts the service availabiltiy. See note below.

MS Teams Presence status impact on availability

You can adjust Distribution Service Settings to include / exclude users from the availability count, based on their MS Teams presence state.

Can either be the "Current Service" – e.g. in workflows used by multiple services – or a specific service.

Requires at least one Parameter to be defined and available as selectable "placeholder" under the same Organization Unit (or higher up to Tenant level).

This activity stores output into a custom Parameter for processing, which can then be used within the same workflow (e.g. a " Check Parameter " activity). Note that the parameter's default value is being overwritten once it passes through this activity.

Once this activity is reached, it checks the number of available users of the specified Service:

• • For MS Teams team-based Services all available team members are considered.
  • For Contact Center Services only available users in the first Distribution Policy level are taken into consideration.

→ For more information, read our pages on Service Type and the according User assignment method.

Offers a choice between:

• Nimbus → See list of System Fields and Parameters
• Custom parameters that you can define and fill using the Microsoft Power Automate Connector for Nimbus

Allows to define one or many regular expression checks on the "parameter type / name" chosen above.

Notes: 

• By default 1 "Check" exit is defined. Up to 10 can be defined each with individual node exits. Note that you can also nest several "Check Parameter" activities if you need to handle more parameters.
• Checks will be performed in your defined order. The first valid check will determine the activity exit. Any further matching expressions are ignored.
• Regular expressions cannot be empty. By default ".*" will allow anything as a parameter content = Parameter is present.

Can either be the "Current Service" for workflows commonly used by multiple services or a specific service.

Requires at least one Parameter to be defined and available as selectable "placeholder" under the same Organization Unit (or higher up to Tenant level).

This activity stores output into a custom Parameter for processing, which can then be used within the same workflow (e.g. a " Check Parameter " activity). Note that the parameter's default value is being overwritten once it passes through this activity.

Once this activity is reached, it checks the number of available users of the specified Service

• • If the call was already added in queue (-→ "Queue Task" activity) the current position is saved into the parameter.
  • If call was not added, the queue length +1 of the selected "Service" is saved into the parameter.

By default this activity does not create a "visible" outcome. We recommend to follow up with a "Check Parameter" activity and route your customers according to the queue position value (e.g. add further announcement, voicemail, play music activities).