Context - Fields and Parameters

About Fields and Parameters

In Nimbus a call is a data object, holding data such as the caller's phone number. Generally the call data object consists of read-only and writable fields, which can be extended by using your own Parameters as temporary placeholders - e.g. to hold data retrieved from an external CRM or lookup directory.

By using the Microsoft Power Automate Connector of Nimbus we can read, process, and update fields and parameters during a call. Typical examples would be:

Storing a caller's choice (dialed menu option number) to retrieve information from an external system and route the call accordingly: Use Case - Creating a ServiceNow ticket based on user input
Retrieving incoming caller data (e.g. an address, spoken languages) from an external CRM to provide the handling Nimbus user with context information: Use Case - Looking up caller data from a simple excel contact list
Reacting to certain incoming numbers with a VIP- or Blacklist: Use Case - Working with Blacklists or Whitelists in Nimbus

The full list of Use Cases is at the end of this page.

List of Fields

Below is the complete list of all fields available in the call data object describing its data structure.

Name

Type

Lifecycle Scope

Placeholder

UI Name

Selectable in MS Power Automate

ReadOnly

Available in Conversation Context

Available in Adaptive Card(s)

Used in Caller Info Resolution

Comments

CustomerFirstName

string

Caller Session

$(Customer.FirstName)

Customer First Name

-

CustomerLastName

string

Caller Session

$(Customer.LastName)

Customer Last Name

-

CustomerDisplayName

string

Caller Session

$(Customer.DisplayName)

Customer Display Name

-

CustomerUpn

string

Caller Session

$(Customer.Upn)

Customer UPN

-

CustomerImAddress

string

Caller Session

$(Customer.ImAddress)

Customer IM Address

-

CustomerEmail

string

Caller Session

$(Customer.Email)

Customer Email

-

CustomerCompany

string

Caller Session

$(Customer.Company)

Customer Company

-

CustomerJobTitle

string

Caller Session

$(Customer.JobTitle)

Customer Job Title

-

CustomerDepartment

string

Caller Session

$(Customer.Department)

Customer Department

-

CustomerStreetAddress

string

Caller Session

$(Customer.StreetAddress)

Customer Street Address

Used to render a google maps location wherever caller information is shown.

CustomerPostCode

string

Caller Session

$(Customer.PostCode)

Customer Post Code

Used to render a google maps location wherever caller information is shown.

CustomerCity

string

Caller Session

$(Customer.City)

Customer City

Used to render a google maps location wherever caller information is shown.

CustomerState

string

Caller Session

$(Customer.State)

Customer State

Used to render a google maps location wherever caller information is shown.

CustomerCountry

string

Caller Session

$(Customer.Country)

Customer Country

Used to render a google maps location wherever caller information is shown.

CustomerPrimaryTelNumber

string

Caller Session

$(Customer.PrimaryTelNumber)

Customer Primary Tel Number

The phone number of the customer, without a leading "+" character.

string

Caller Session

$(Customer.+PrimaryTelNumber)

Customer Primary + Tel Number

The phone number of the customer, in full E.164 notation, including the leading "+" character.

Customer.CustomFields

OBJECT

Caller Session

$(Customer.CustomFields.<Name>)

Customer Custom Fields

To select a the specific field in this data object replace <Name> by fieldname.
Example: $(Customer.CustomFields.CRMId)

Customer.TelNumbers

OBJECT

Caller Session

$(Customer.TelNumbers.<Name>)

Customer Tel Numbers

To select a the specific field in this data object replace <Name> by fieldname.
Example: $(Customer.TelNumbers.Mobile) or $(Customer.TelNumbers.Home)

MicrosoftCallerId

string

Caller Session

$(MicrosoftCallerId)

Microsoft Caller ID

Original caller ID sent by Microsoft Teams

CallId

string

Caller Session

$(CallId)

Call ID

-

CallChainId

string

Caller Session

$(CallChainId)

Call Chain ID

Call Chain ID from Microsoft Teams (secondary CallId) used to trigger Verba Recording

CallerId

string

Caller Session

$(Caller.Id)

Caller ID

Derived from the MicrosoftCallerId, if its value is a GUID instead of an E.164 phone number

CallerUPN

string

Caller Session

$(Caller.Upn)

Caller UPN

The User Principal Name of the caller - valid only if the call came from an internal Teams user

CallerTelNumber

string

Caller Session

$(Caller.TelNumber)

Caller Tel Number

The phone number of the caller, without the leading "+" character. Taken from the MicrosoftCallerId, if its value is an E.164 phone number

string

Caller Session

$(Caller.+TelNumber)

Caller + Tel Number

The phone number of the caller, including the leading "+" character. Taken from the MicrosoftCallerId, if its value is an E.164 phone number

Custom Context Parameter Fields

Name

Type

Lifecycle Scope

Placeholder

UI Name

Selectable in MS Power Automate

ReadOnly

Available in Conversation Context

Available in Adaptive Card(s)

Used in Caller Info Resolution

Comments

CustomContextParameters

OBJECT

Caller Session

$(CustomContextParameters.<Name>)

Example:

$(CustomContextParameters.CrmUrl)

Custom Context Parameters

In Microsoft Flow these names need to be manually entered.

To select a the specific field in this data object replace <Name> by fieldname.
Example: $(CustomContextParameters.CrmUrl)

UpdatedParameterName

string

Flow Run

Name portion of "CustomContextParameters"

UpdatedParameter Name

Used to store the "name / value" portion of a CustomContextParameter (for easier selection within a Flow) → See Parameters for examples of use.

UpdatedParameterValue

string

Flow Run

Value portion of "CustomContextParameters"

UpdatedParameter Value

About Custom Context Parameters

In its default configuration there are no custom predefined parameters in Nimbus. In case you need to store and handle your own information you can create these custom Parameters in the in the Configuration section of Nimbus. Custom Context Parameters exist as objects in Nimbus as soon as a caller session is started. The call data object is dynamically extended by the parameters and you can read and write data to it in a Power Automate Flow.

You can use your custom Parameters in the following locations:

Custom parameters can be used in the following areas:

Area

Usage within

Workflows

Workflow Activities

"Voice Message"
"Input customer"
"Collect Information"
"Check Parameter"

Microsoft Power Automate Connector

Action "UpdateTask"

CustomContextParameter.<ID>

Conversation Context

As part of a context URL:

$(CustomContextParameters.<ID>)

Nimbus System Parameter Fields

Name

Type

Lifecycle Scope

Placeholder

UI Name

Selectable in MS Power Automate

ReadOnly

Available in Conversation Context

Available in Adaptive Card(s)

Used in Caller Info Resolution

Comments

Created

string

Service Session

N/A

Not selectable / visible in UI

The time the session was created

Event

string

Flow Run

N/A

Not selectable / visible in UI

The session Event that occurred

Id

string

Service Session

N/A

Not selectable / visible in UI

The ID of the session

IsAnonymous

boolean

Service Session

N/A

Not selectable / visible in UI

Is the caller anonymous? (True/False)

LastConnectedUserId

string

Service Session

N/A

Not selectable / visible in UI

The ID of the last connected user

RequestId

string

Flow Run

N/A

Not selectable / visible in UI

Request ID to use to Update Tasks.

ServiceLineTelNumber

string

Service Session

$(ServiceLine.TelNumber)

Service Line Tel Number

-

string

Service Session

$(ServiceLine.+TelNumber)

Service Line + Tel Number

-

ServiceLineDisplayName

string

Service Session

$(ServiceLine.DisplayName)

Service Line Display Name

-

ServiceLineUPN

string

Service Session

$(ServiceLine.Upn)

Service Line Upn

-

TeamName

string

Service Session

$(TeamName)

Team Name

-

TeamId

string

Service Session

$(TeamId)

Team ID

-

TeamDescription

string

Service Session

$(TeamDescription)

Team Description

-

Terminated

string

Service Session

N/A

Not selectable / visible in UI

The time the session was terminated

Type

string

Service Session

N/A

Not selectable / visible in UI

Session type

Data lifecycle scope / persistence

Parameters and fields within Nimbus have a lifecycle during which the data can be accessed. At the end of each lifecycle the data will be disposed, meaning Nimbus does never permanently store sensitive user data outside an ongoing call session. Furthermore, such data will not be part of the Nimbus Reporting.

If you wish to store the data, you need to do so during an active call session and within a system of your choice (e.g. a CRM or Database).

There are 3 different types of lifecycles:

- Service Session: The parameter only exists within the same service session. In workflow terms: within one workflow until transfer or disconnect.
- Caller Session: The parameter persists throughout the whole customer session, including a workflow transfer to other Nimbus services.
- Flow Run: The parameter only exist in the Power Automate flow run and is discarded once the flow is complete.

Data handling & Processing delays

Nimbus cannot check / account for delays or manipulation done to parameters and fields via external means. If a call workflow is progressing while an external system or flow is still processing, Parameters may not be updated in the Nimbus UI in time, or calls are not routed accordingly, as the external system hasn't answered.

→ We highly recommend to account for such delays - e.g. by adding announcements to your workflows - and test your flows thoroughly before putting them to productive use!

Address Book Fields and Flow Actions

Prerequisite: Only Tenant Administrators have the possibility to see the available address books of this tenant in the flow dropdowns.

Using the "Address Book" Flow Action you can access and manipulate the following fields on connected Address Books.

Name	Type
Id	string	Nimbus internal entity ID
External.Id	string	ID the system where the entry was imported from.
FirstName	string	First Name
LastName	string	Last / Family Name
DisplayName	string	Firstname / Lastname combination
Initials	string	Initials (e.g. "JK")
Company	string	Company
Department	string	Department
JobTitle	string	Job Title
ImAddresses	string	IM SIP Address
EmailAddresses	string	Email Address
BusinessPhones	string	Business Phone
MobilePhones	string	Mobile Phone
HomePhones	string	Home Phone
UserPrincipleName	string	Consists of: user name (logon name), separator (the @ symbol), and domain name (UPN suffix)
Addresses	string	Street Address
Street	string	Street and No.
City	string	Code and City
Country	string	Country of Origin
Picture, binary	string	User Icon
External.CustomField1-10	string	Custom field

Address book "contact details" - excluding empty fields - will be provided in Attendant Console as a tooltip provided within the "Contact Search".

Related example Use Cases

By using parameters in Flow Trigger Events you can greatly extend the interaction range of Nimbus. Here are our related example use cases showcasing the use of Nimbus parameters and fields:

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 - Caller Information from Graph	_{UC NIMB 010}
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 - 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}
Use Case - Creating a custom settings page for a workflow	_{UC NIMB 033}
Use Case - Looking up caller information in HubSpot	_{UC NIMB 035}
Use Case - Looking up caller information from Zendesk	_{UC NIMB 036}
Use Case - Creating an IVR Ticket Service with Zendesk	_{UC NIMB 037}
Use Case - Creating a dynamic emergency message routing scenario	_{UC NIMB 038}
Use Case - Adding Custom Data to Luware Power BI Reports	_{UC NIMB 039}
Use Case - Planning After Call Work with Teams, Office and Nimbus	_{UC NIMB 040}
Use Case - Posting interactive custom adaptive cards to agents	_{UC NIMB 042}
Use Case - Transferring calls to an on-call agent from an excel list	_{UC NIMB 043}
Use Case - Extending the standard Power BI Report with IVR Choices	_{UC NIMB 044}
Use Case - Collecting data from customers in an automated IVR without agents	_{UC NIMB 045}
Use Case - Integrating a customer satisfaction survey with Nimbus	_{UC NIMB 046}
Use Case - Creating Tasks in Planner for all Nimbus Service Calls	_{UC NIMB 047}
Use Case - Building a properties management customer service with Nimbus, Teams and HubSpot	_{UC NIMB 051}
Use Case - Merging MS Teams usage reports into the Nimbus reporting template	_{UC NIMB 052}
Use Case - Building a Priority Service in Enterprise Routing	_{UC NIMB 053}