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

With Flow connectors you can request user details and context from external systems as new users appear in the queue

Add Nimbus Power Automate Connector to your Tenant

Add Custom Connectors

  1. Log into your Microsoft Power Automate https://flow.microsoft.com account
  2. Expand the "Data" menu item on the left panel and select Custom Connectors
  3. Add the top right, click "New custom connector" and select "Import an OpenAPI file"
  4. Enter Nimbus and the environment (e.g. Nimbus Production), then choose the OpenApi file according to your data cluster location: 

    (question) 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

  1. Unfortunately a couple of things can not be specified in the OpenApi File. So we will need to edit them manually now.
    1. Upload the connector icon
    2. Set the Icon background color to #6E2878

Create an App Registration in your Azure Tenant

  1. Register a new App on your Azure Tenant. (info) Refer to: https://docs.microsoft.com/en-us/azure/active-directory/develop/quickstart-register-app 

    1. Go to portal.azure.com > App Registrations > New registration
    2. Name your application "Luware PowerAutomate Connector"
    3. Create a Application Secret. 

    The end result should look like this:

    (tick) Keep this page open as you will need the Application (client) ID later.

  2. Create the Application Secret for your new App

  3. Fill out as follows in Flow Config. Replace with your ClientId and Resource URL and fill out the Client secret with the step above:
  4. When you click on "Create connector", the Redirect URL will be filled in.

  5. In Azure, make sure to enter it as a Redirect URL in your Enterprise Application Registration. 

    1. Add the Redirect URL:
    2. Also add users if needed:
    3. Check your App registration, should have at least 1 Redirect URL and 1 secret. 


(tick) You are now ready. Click "Create connector" and the Triggers and Actions will be available for your flows.

(info) A consent warning may be shown once you add the Nimbus connector / trigger for the first time. Once you re-add the item it should work permanently.

Add and configure Trigger

Preconditions

  • 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.

(lightbulb) 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 AdminCan not use triggers for services in the customer tenant with his own account.
Tenant Admin 
  • Can use triggers for all Teams in the tenant.
  • Can see all tasks of teams assigned to this tenant.
  • Can use flow actions to access or manipulate connected Address Books.
Team Owner
  • Can use triggers for his Team only.
  • Can see all tasks of teams where being part of the "owner" group.

Example Flow Procedure

(tick) 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).


Refer to the following chapters:


Create New Flow

  1. Log into your Microsoft Power Automate / Flow https://emea.flow.microsoft.com account
  2. Navigate to "My Flows" and "+ Create" a new Flow
  3. Name your Flow to your choice like "Nimbus User Details Connector"
  4. Add a Flow Trigger by searching for "Luware" or "Nimbus".
  5. Configure the Trigger Connection by clicking on "..." → select a user account with corresponding team owner permissions.

  6. Configure the Trigger Properties according to the table below. 

    Available Flow Triggers
    NameUsage Scenario
    GetOnNewTasks

    (info) Automatically triggers once on "Calling" workflow event → The "Start" point of any Workflow

    (info) Workflows are configured in a Team's Workflows.

    (warning) Use either this trigger or GetOnUpdatedTasks as part of a Flow, not both.

    GetOnUpdatedTasks 

    (info) Triggers multiple times on specified events,  as described in Trigger Events.

    (info) Events are part of (any manually added) workflow steps, done via a specific Nimbus team's Workflows.

    (warning) 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:

  1. Add an "Action" item to your flow
  2. Choose "Azure AD" in the Action search field
  3. Select the "Get User" Action → The Action is now named accordingly
  4. As an example field "User ID or Principal Name" you can select "MsCallerID"

(lightbulb) This is an example. You can select a user with other identifiers as needed, depending what works as a lookup ID on your database.

(warning) 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.

  1. Add an "UpdateTask" action to your flow

    NameUsage Scenario
    UpdateTask

    (tick) Requires either GetOnNewTasks or GetOnUpdated Tasks in the same flow.

    Updates the Task Item with Context - Fields and Parameters
    (info) Refer to the table below for the following steps.

  2. Fill in "RequestID" by using the Dynamic Content Nimbus field of the same name,

  3. 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:

    (info) Excerpt Table below. Refer to Context - Fields and Parameters for a full list.

    Property NameTypeContents

    RequestID

    		string

    Dynamically generated

    ID to identify and Update Tasks

    Created 

    		DateTime
    • Incoming
    • InIVR
    • InQueue
    • ConnectedToUser
    • Terminated
    TypeString

    Type of the session.

    Default "Incoming"

    TerminatedDateTime

    Dynamically generated

    Time when Session was terminated

    ServiceLineStrings
    • Name (Team Name)
    • DisplayName
    • UPN (Team UPN)
    • PhoneNumber

    Customer

    		UPN, Phonenumber
    • UPN
    • PhoneNumber
    ContextParametersKey.value pair
    • CustomerFirstName
    • CustomerLastName
    • CustomerCompany
    • CustomerTitle
    • CustomerDepartment
    • CustomerStreetAddress
    • CustomerPostcode
    • CustomerCity
    • CustomerState
    • CustomerCountry
    • CustomerPhoneNumber

    (info) Further context can be provided in custom fields

  4. Use "Customer.Customfields" to provide additional context as needed / provided by your systems.
    (lightbulb) 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.


  5. 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.

Example Use Cases

By using Power Automate 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 - Storing external CRM data in custom parameters UC  NIMB 008
Use Case - Retrieving called Agent information from O365 UC  NIMB 009
Use Case - Adding external Address Books via Power Automate UC  NIMB 013
Use Case - Looking up phone numbers via Search.ch API UC  NIMB 014
Use Case - Looking up caller information and creating a task in Salesforce UC  NIMB 017
Use Case - Creating a callback task for missed calls in Salesforce UC  NIMB 018
Use Case - Connecting to Azure Table Storage inside a flow UC  NIMB 019
Use Case - Updating a task for a known Contact in Salesforce UC  NIMB 020
Use Case - Creating and opening a Salesforce-Task as Agent accepts a call UC  NIMB 021
Use Case - Waiting for a parameter to be updated via Power Automate UC  NIMB 022
Use Case - Forwarding Voicemails received in Nimbus to Email UC  NIMB 023
Use Case - Working with Blacklists or Whitelists in Nimbus UC  NIMB 024
Use Case - Creating an incident task in ServiceNow UC  NIMB 025
Use Case - Creating a ServiceNow ticket based on user input UC  NIMB 027
Use Case - Looking up a caller to open Dynamics 365 contact context UC  NIMB 029
Use Case - Creating a callback task in Dynamics 365 UC  NIMB 031
Use Case - Connecting to OData via Postman UC  NIMB 032