This page explains the default workflows that Nimbus already comes included with. These templates are always available for you to use as base for Workflow Editing. Also refer to the List of Workflow Activities to customize your own workflow.
A workflow must be applied to a service in the Service Settings.
When you edit a workflow being used by any service team during an productive day, existing calls in queue will still be handled with the previous workflow. All upcoming new calls after that will then be distributed according to the newly selected workflow
A "remapping" of already queued callers into a different workflow is not possible.
→ To avoid disruption of service or a potential loss of calls we highly recommend to switch or customize active workflows only outside of normal business hours.
A simple workflow that will simply broadcast an incoming call to all team members.
A simple IVR transfer based on calling customer choice. You can transfer to separate service teams (e.g. proficient in a special language or providing the know-how that the customer requires).
Opening Hours Workflow Queue Disconnect
The "Opening Hours" Workflow allows for more variety in managing your Service. You can configure opening hours in the → Settings tab.
Opening Hours Queue VoiceMail
An advanced workflow that tries to distribute customers directly to the next available team member. Calls unanswered or outside of opening hours will go to voicemail.
Opening Hours Queue VoiceMail Transfer
An advanced workflow that tries to distribute customers directly to the next available team member. During open hours the calls will go to voicemail, on special or closed hours a transfer to a backup-service is arranged.
A simple task distribution workflow that will play music and an announcement until the maximum queue time is reached. A regular check is in place to keep the user informed of the ongoing queue distribution.
A simple queue workflow with a defined playlist and set queue time. Once the maximum wait time is reached the caller gets disconnected.
Queue IVR Voicemail
An advanced task distribution workflow that checks regularly if the either the customer via choice wants to exit or if the maximum queue time limit is reached. The call is then put to voice message.
A simple workflow that queues the user for distribution and transfers to another service when the queue time is exceeded.
A simple workflow that queues the user for distribution and goes to voicemail if the queue time is exceeded.