Nimbus supports MS (Microsoft Power Automate) by providing a separate Connector called "Luware Nimbus".
Possible use cases could be:
- A Simple Notification: Retrieve Nimbus Task -> Task gets Lost → Trigger an E-Mail
- Live-Data Exchange during Calls: On Updated Nimbus Task → Retrieve caller Info → Request Task Details from your CRM or User Directory → Update the Task Details
Add Nimbus Power Automate Connector to your Tenant
Add Custom Connectors
- Log into your Microsoft Power Automate https://flow.microsoft.com account
- Expand the "Data" menu item on the left panel and select Custom Connectors
- Add the top right, click "New custom connector" and select "Import an OpenAPI file"
- Enter Nimbus and the environment (e.g. Nimbus Production), then choose the OpenApi file according to your data cluster location:
How can I find out my location? The location of your data cluster is picked once during the first Service Provisioning. You can also see it in your browser URL when logging into the Nimbus Administration which redirects you to the location where your Nimbus instance is installed.
Define Connector Details
- Unfortunately a couple of things can not be specified in the OpenApi File. So we will need to edit them manually now.
- Upload the connector icon
- Set the Icon background color to #6E2878
- Upload the connector icon
Create an Application in your Azure Tenant
- Create the Application Secret there
- Fill out as follows in Flow Config. Replace with your ClientId and fill out the Client secret with the step above:
- When you save the connector the Redirect URL will be filled in. Make sure to enter it as a Redirect URL in your App Registration.
We are now ready. Click Create connector and the Triggers and Actions will be available for your flows.
A consent warning may be shown once you add the connector / trigger for the first time. Once you re-add the item it should work permanently.
Add and configure Trigger
- This feature requires an existing Nimbus team to be set up and be visible / selectable in your MS Teams client.
- A Microsoft Power Automate account is required to set up the necessary Connectors in your Flows. Note that the pricing for these accounts is determined by Microsoft.
- You need to be Team Owner / Tenant Administrator to set up these tasks.
The input for Nimbus data fields must be of plain text-type. Other forms of media is currently not supported.
Trigger Access per Role
The access to triggers depends on Nimbus Roles and Permissions granted to the user:
|Partner Admin||Can not use triggers for services in the customer tenant with his own account.|
Example Flow Procedure
The example below also assumes that you have access to a CRM, User Directory or similar Database that provides useful conversation context to the pending Nimbus tasks (calls).
Create New Flow
- Log into your Microsoft Power Automate / Flow https://emea.flow.microsoft.com account
- Navigate to "My Flows" and "+ Create" a new Flow
- Name your Flow to your choice like "Nimbus User Details Connector"
- Add a Flow Trigger by searching for "Luware" or "Nimbus".
- Configure the Trigger Connection by clicking on "..." → select a user account with corresponding team owner permissions.
Configure the Trigger Properties according to the table below.Available Flow Triggers
Name Usage Scenario GetOnNewTasks
Automatically triggers once on "Calling" workflow event → The "Start" point of any Workflow
Workflows are configured in a Team's Workflows.
Use either this trigger or GetOnUpdatedTasks as part of a Flow, not both.
Triggers multiple times on specified events, as described in Trigger Events.
Events are part of (any manually added) workflow steps, done via a specific Nimbus team's Workflows.
Use either this trigger or GetOnNewTasks as part of a Flow, not both.
Add an action for data-retrieval
The next step depends on your connected System. The goal is to look up the user / UPN calling your Nimbus team and retrieve user details.
Azure Active Directory "GetUser" example:
- Add an "Action" item to your flow
- Choose "Azure AD" in the Action search field
- Select the "Get User" Action → The Action is now named accordingly
- As an example field "User ID or Principal Name" you can select "MsCallerID"
This is an example. You can select a user with other identifiers as needed, depending what works as a lookup ID on your database.
Note that these data retrieval actions can (and should) be configured with a timeout behavior so they don't stall the system in case of an unresponsive user database.
Update the Nimbus TaskItem
Now it's time to update the Nimbus task with the context retrieved from your connected database in the previous step.
Add an "UpdateTask" action to your flow
Name Usage Scenario UpdateTask
Requires either GetOnNewTasks or GetOnUpdated Tasks in the same flow.
Updates the Task Item with Context - Fields and Parameters
Refer to the table below for the following steps.
Fill in "RequestID" by using the Dynamic Content Nimbus field of the same name,
Fill in other dynamic values as needed and provided by your CRM / external database. For each field, add "dynamic data" within the UpdateTask Nimbus Action:
Excerpt Table below. Refer to Context - Fields and Parameters for a full list.
Property Name Type Contents
ID to identify and Update Tasks
Type of the session.
Time when Session was terminated
- Name (Team Name)
- UPN (Team UPN)
ContextParameters Key.value pair
Further context can be provided in custom fields
- Use "Customer.Customfields" to provide additional context as needed / provided by your systems.
Those custom fields will be shown throughout the Nimbus UI. For example here in the Attendant Console call hub or your "My Sessions" tab in the personal Nimbus app.
Use the "Flow Checker" to test your flow. -->When everything is OK, save and close the flow and you're done.
Good to know
- You may also access, update and manipulate connected Address Books using the dedicated Nimbus "Clear/Get/Remove Contact" flow steps. Please note that this may also affect Attendant Console users when accessing the same Address books.
- Nimbus will not wait for Flows to complete, nor request any updates by itself as it may impact call performance. If a flow is not working as intended, the call context in a Nimbus task is simply not updated.
- Microsoft is constantly updating Flow with new connectors and triggers. Feel free to experiment with advanced IF/THEN and switch conditions and error-handling loops in your flows.
- Keep in mind that context takes at least 1-2s for each Flow to update, which might delay information gathering during huge call volumes. Use the "Flow Checker" history to review performance during peak hours and consider shortening your flows if necessary.
- When creating Flows that intend to inform your team via Teams Message or Email, consider enabling the native Adaptive Cards support in a "Queue" Workflow Activity instead. Adaptive Cards may also show context if provided by a Flow.
Further example Use Cases
By using flows you can greatly extend the interaction range of Nimbus. Here are some example use cases that showcase how make use of Trigger Events and Context - Fields and Parameters within your flows and beyond:
|Name and Goal of the Use Case||UCID|
|Use Case - Managing Caller Data in Sharepoint Lists||UC NIMB 002|
|Use Case - Defining and Using Codes and Context||UC NIMB 003|
|Use Case - Handle external system data in custom parameters||UC NIMB 008|
|Use Case - Retrieve details on an internal user taking a call||UC NIMB 009|